What is FreshDesk?
Freshdesk is an online customer engagement solution from Freshworks. The system allows you to streamline your company’s customer support using the customer service software and helps you to efficiently manage your customers as you scale.
TRACK AND MANAGE
Customize Freshdesk completely to suit your business requirements.
SUPPORT CUSTOMERS
Customize Freshdesk completely to suit your business requirements.
COLLABORATE WITH MULTIPLE TEAMS
Save documents to Google Drive so that they are accessible from anywhere, weather for individual teams of the whole company.
AUTOMATE REDUNDANT TASKS
Automate redundant tasks like agent assignments based on the skill workload and availability.
EMPOWER CUSTOMERS
Empower customers with a comprehensive knowledge base and self-service portal.
ANALYZE AND GATHER CRITICAL INSIGHTS
Analyze and gather critical insights on agent performances and customer experience with advanced analytics.
CUSTOMIZE FRESHDESK
Customize Freshdesk completely to suit your business requirements.
LEVERAGE AI AND ML CAPABILITIES OF FREEDY
Leverage AI and ML capabilities of freedy, to take some work off your agents and provide faster resolutions to customer without compromising on the quality.
How Skyline Supports Customers Using Freshdesk
We use Freshdesk to assist customers through live chat, email and phone calls.
- Customers send us an email
- Skyline support checks what their concern is
- We will respond to their email within 3-4 minutes of receiving the ticket and provide the best possible resolution
- If the customer responds back and still has an issue, we’ll further check what exactly happened
- If the case needs further investigation, we will email the customer and inform them of the timeframe we might need to do our investigation
- Once the investigation is done, we will email the customer and provide them with the information we got
- Provide the best possible resolution
- Tag the email ticket as Resolved
Live Chat
- Customers open the chat conversation
- Bot will get details
- Bot will forward the chat to us
- We’ll check the customer’s concerns and provide them with the best possible resolution
- Guide the customer until the issue is fixed
- Depending on the resolution, we may need to convert the chat to a ticket for investigation or follow-ups
Phone Call
- We’ll introduce ourselves to the customer
- Get the customer’s concerns and details
- Provide them with a proper resolution