Introducing the Freshchat+Freshdesk integration
“As the team emerged from the gallery, there was a thunderous roar of applause from the audience. The team stood proudly, and waved at everyone. It was a glorious moment.”
Well, that didn’t exactly happen, but it certainly felt like that. The
Freshchat-Freshdesk integration has been consistently topping the most requested feature list, so we feel fantastic that it’s going to deliver a tonne of value to our customers.
Here is what the integration does
- While chatting with customers in Freshchat, you can see the recent tickets of the customer from Freshdesk
- You can convert any chat in Freshchat into a ticket in Freshdesk and follow up on it.
So, with the Freshdesk integration here is what’s going to change
Customers never hear “can you tell me the details again?”
You probably already know, that one of the most irritating things when you contact a company is you are often forced to repeat the same details several times.
With the Freshchat-Freshdesk integration, that is not going to happen. Depending on the degree of urgency and the nature of the question, the customer is going to pick chat, email, phone or social media to communicate with your brand. If you are chatting with a customer right now, even before the pleasantries are exchanged, you can pull up tickets from Freshdesk which will detail all the previous conversations, no matter which channel the customer contacted you on.
This way, you have context about what the customer needs, and you can give quicker and more helpful replies. Similarly, when you are answering tickets in Freshdesk, all previous chat transcripts with the customer will be available for your reference.
Customers don’t hear “I contacted your team last week, any update?”
Live chat is well, live, but you don’t always have instant answers. You may have to ask your colleague for an update or you might have to check-on the status of a delivery with a team outside your organization. Though we know you hate to leave the customer hanging, it does happen more often than we would like to admit because it’s so easy to lose sight of chats where the conversation loop is not closed.
That’s where the integration swoops in and saves the day. You can now convert all chat conversations into tickets, add private notes in Freshdesk for colleagues who may be able to help you, and change the status to “Pending” so you know you have a queue of tickets to follow up on.
Customers do hear back from you, always
Freshchat’s interactive widget is on duty even when you are busy or asleep. With this, customers leave a message and their details. Once you are back online, it’s all up to your team to get back to all these customers.
One way of keeping track of all the missed chats and offline conversations is converting them into tickets. You can then follow up with the customers from Freshdesk, and never let a missed chat slip through the crack again.
So now your favorite products work together, just the way you want them to, making customer conversations easy and insightful. And, here is how you set the integration up. Needless to say, if you have any questions drop us an email to support@freshchat.io
