Replies posted by Crocus_Benford
Spam keywordsWe get a lot of spam emails that take up time for the agents and create a messy inbox.I set up a rule for emails marked as spam to be emailed to me with the content of the email. I was then able to review the emails for keywords/phrases within those spam emails that our customers wouldn’t ever say.I use this to mark tickets as spam if they include those keywords/phrases. It requires some time but it now reduces our weekly emails created by 15%
Hi @alyssia.correa, Happy 3rd Birthday to Thunder, what a great name! How do you keep agents motivated when dealing with disgruntled customers?There are lots of little things that we do such as flexible working, office snacks and team building activities that create a positive working environment. This makes a huge difference to how someone feels about the world outside of a difficult call when the call ends. Also by giving the agents appropriate training and encouragement, we can change the opinion of a negative call to something positive by celebrating their efforts in how they handled that contact. The way we provide encouragement is by gathering positive customer feedback comments from our surveys and sharing it with the team so that they can see first hand the impact that their service has on our customers. We send positive feedback in a weekly shout-out email and also pin reviews on the wall for everyone in the business to see and for the agents to be proud of.
Hi @Arvind Ramamurti Thanks, Mr Thomas is very handsome! I wanted to ask you how you deal with some particularly difficult conversations with customers? I have a 4 step process when handling difficult conversations with L.E.R.F Listen - It’s important to allow a customer to vent but also ensure the agent is fully aware of the situation, if the customer has multiple disappointments, each one should be addressed, not just the biggest one. By listening to the full situation, we get a clear understanding of the customer’s frustrations. Empathise - A customer needs to feel confident that we are going to resolve their issues. By showing empathy we can build that trust with the customer. I always tell agents that a complaint is never ‘You Vs The Customer’ It is always ‘You + The Customer Vs The issue’ Resolve - We give agents the authority to resolve issues as they see fit. We give training on the financial impact between replacements, vouchers and refunds so that an agent can provide the
Hi, @rashmi.nag Thank you! Some great questions. What’s one challenge that you face even now when it comes to customer support? How do you intend solving for it? Or it can also be any recent challenge/ problem that you overcame in your CS journeyOne of our challenges is agent consistency. Making sure the agents have the same level of knowledge, tone of voice and provide similar resolutions. We have Canned Responses and an internal knowledge base as part of Solutions, but we found agents were not aware of all of the responses and articles available and therefore were not utilising them. So we created a weekly CS Newsletter which mentions any new Canned Responses and Solutions articles added to FreshDesk, with its name and in which situations it would be used. Also in the newsletter is a spotlight on an existing Canned Response or Solution to ensure they can remain fresh in the minds of the agents. With the holiday coming soon, how do you go about planning your work accordingly to mak
Hi all, I’m glad to be a part of the FreshWorks Community! I’m open to any further questions anyone may have about how we use FreshWorks at Crocus, and share any more tips and tricks. My answers were quite brief so I am happy to expand on them. You can check out what we do in the UK at Crocus If you are here just for my sidekick Nova, she has her own Instagram :) - @Nova._thesiberianhusky
Hi Cowby, A workaround for this, if you have a maximum of 4 status’, would be to create multiple metrics in one widget. i.e.Metric one: Filter by Status is Open.Metric two: Filter by Status is pending. and so on…Group by Agent, Group by category If you have more than 4 status’ you could duplicate this widget and have the multiple widgets running side by side.
If you haven’t already, I recommend creating a custom Dashboard and adding the Leaderboard Widget, you will see the leader for the 4 built in badges. You can click ‘View All’ to see the full list of scores and view the score history i.e Previous Month. I think there could be lots added to the Arcade, some things I would like to see:Notifications for level ups and custom badges earned. Custom badges earned and progress visibility in a team view. Automatic report for the Leaderboard monthly. Fix the bug where badges can disappear for agents that have earned them.
Hi Burgervr, I would question that 30 days is a long time to wait and would recommend it be shorter but I am sure there is a valid reason. Also for me to properly test this without FreshDesk confirming a maximum time limit on the automation rule, it would obviously take up to 30 days. So, assuming you have the automation set to 720 hours (24 hours x 30 days) and it isn’t working, you could set a create a new status to increase the time. for example Status >10 day rule = When a ticket is 240 hours since Open, update status to “>10 days Old”Status >20 day rule = When a ticket is 240 hours since status “>10 days”, update status to “>20 days Old”.Status >30 day rule = When a ticket is 240 hours since status “>20 days”, update status to “closed”. It may also be used to give you an idea of how many tickets are within the bracket of 0-10, 10-20, 20-30 days old.
Hi Slammy, This is what I have had to do. As tickets created by agents via ‘+New’ > ‘New Email’ will have the source as ‘Outbound Email’. Emails received inbound have the source ‘Email’. You can get a count of outbound emails sent by selecting Tickets Created and filtering the source as Outbound Email. so, I have one metric for outbound emails created and another for replies sent (no source filters), add have them together manually. It’s as close as I can get it, so I’m with you for anyone else who can provide something better.
Notification email rule on every customer response based on if the Agent assigned to the ticket is online.
Hi Feranod, You should be able to do this within the ‘Ticket Updates’ Automation.In Tickets, if Assigned agent is Any. (switch on the Check Agent Status) is Unavailable. (screenshot below) This will only apply to tickets where the assigned agent is unavailable.
Hi, A weird one but a possible solution is for agents to use a keyword and have your automation rule apply when that keyword is not contained in the last interaction. Then an agent can type a keyword like “FDNOTE” along with the message to avoid it re-opening. The keyword will need to be something that won’t appear in notes that you want to have opened. We do this with the phrase “This ticket is closed and merged” so when we merge a closed ticket it won’t re-open.
Is there a way to create a dependent ticket field which shows a text input field if only a specific option is selected?
Hi, There is separate Ticket Form Channel just launched that I don’t have yet, which may outdate this answer but from what it sounds like, you can use Sections within a Ticket Field. https://support.freshdesk.com/en/support/solutions/articles/212889-creating-dynamic-sections
It looks like the “Automatically reopen...” rule could be interfering with the closing of the ticket, one rule wants it closed and one rule wants it open. Maybe you could update the opening rule so that tickets with the last interactions you mentioned do not re-open?
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