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The need for Cloud telephony integration with freshdesk arraises to enhance your customer satisfaction experience. With the cloud telephony integration & WhatsApp Integration for freshdesk you can increase your agents productivity and economise on your support teams operations.
Let’s discuss the standard Integration features as below.
With Freshdesk CTI Integration, your agent can know the income caller details like his Name, Contact number, his open tickets etc, even before he picks up the phone call and specks to your customers.
The integration furthers equips your Agents to automatically update or create tickets over call reducing the interaction time with your customers. There by you save on your agent time and your customers valuable time.
You can record the entire agent customer conversation against a particular ticket. This recording you can use for Quality and training purposes.
You can also send out automatic SMS & WhatsApp messages to your customers when a new ticket is created or an old ticket is closed.
Freshdesk CTI integration is Click to call feature. With this feature your agents can call your customer straight from freshdesk just by clicking on his contact number. Also the complete call history and call recording will be available against the Ticket in freshdesk Page itself.
You Can also log the missed calls from your customer in your existing Tickets or create an new ticket so that you are reminded to reach out to the customer.
You can also send pre-configured text messages to your customers by clicking on SMS button in the Ticket page. Also the SMS history will get updated in the Ticket.
With Freshdesk WhatsApp integration you can send pre-customised messages to your customers via click to whatsapp message button.
The most Interesting thing about whatsApp integration is you can also create new tickets or update existing Ticket when your customers sends you whatsapp messages.
The Freshdesk CTI integration offers seamless integration of cloud telephony features over freshdesk platform and hence You have more free agents to actually interact with your customer Thereby you can economise on your support & call centre operation expenses as well as develop customer satisfaction. With ease of call recordings available in freshdesk you can also monitor Quality and use for training purposes.
For more such integration please visit CTI integration page.