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Hi everyone, 👋

I’m working on a project focused on helping users manage their utility bills online, specifically for a platform called LESCO Bill. The site allows users to view and track their electricity bills. While the primary focus is functionality, I want to improve customer engagement and provide an exceptional support experience.

I’ve been exploring tools like Freshdesk for ticketing and customer service but am unsure how to best integrate them into a utility-based platform like this. Here's what I’d like to achieve:

  1. Efficient Query Management: Many users have questions about billing issues or payment methods.
  2. User Notifications: Sending reminders for due dates or updates directly from a CRM system.
  3. Feedback Collection: Gathering insights to improve the service.

I’d love to hear from anyone who’s integrated Freshdesk (or similar tools) into a niche service site like this. Any suggestions, examples, or tips for setup and optimization would be greatly appreciated! 🙏

Thanks in advance for your help!

Not sure if this is going to answer you questions but we shall see :)

 

Efficient Query Management - You could use the solutions module in Freshservice to generate a browsable and searchable list of solution articles to answer common questions. The solutions module allows full Rich Text Format, hyperlink embedding, and embedded images. 

User Notifications - If you were able to have the bill payment system generate a ticket in Freshservice via API, you could configure notifications to go out utilizing Workflow Automations.

Feedback Collection - Freshservice provides code snippets that allows you to add a Feedback widget to other websites that when a customer submits feedback, it would create a ticket in Freshervice and assign it to an Agent Group to be addressed.

To improve utility bill management websites using Freshdesk or similar tools, you can integrate customer support features like ticketing, live chat, and knowledge bases. These tools allow users to easily report issues, track bill queries, and resolve billing discrepancies. Automating common tasks such as payment reminders, account updates, and troubleshooting can enhance efficiency. Additionally, leveraging analytics helps identify common issues and improve customer experience by addressing frequent concerns promptly.

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