Freshcaller in Freshdesk

Transcription

1 Getting started with Freshcaller in Freshdesk An agent s guide

2 CONTENTS 1 Introduction 2 Basic onboarding and activation 6 Setting the agent availability & choosing your phone number 9 Making calls 15 Basic functions that can be used while on call 21 Converting your calls to tickets 24 Receiving calls 30 Viewing your call logs in Freshcaller

3 A call center software that helps to make your call center agents life easier, productive and hassle-free. It s a cloud based system that helps you handle all your data without the snag of an external hardware to handle your calls. Simple and quick to onboard Easily customizable Intuitive call center metrics Real-time call center insights Contextual conversations 01

4 Basic Onboarding & Activation

5 With this guide you ll get to know how to use the Freshcaller widget to provide the best support possible for your customers. Step 1. Account login Once your manager adds you as a Freshcaller agent to his Freshdesk account, you can start using Freshcaller to make and receive calls. You can use your Freshdesk login credentials to log in to both your Freshcaller and Freshdesk accounts. Click here to login Log in to your account by filling in your and setting a password! 03

6 Step 2. Click the call icon A successful login will take you to your Freshdesk account. Go to the bottom left of your screen, to find your Freshcaller call icon. Click the call icon to open the Freshcaller widget to make and recieve calls. From now on all your calls can be managed from here. 04

7 Step 3. Freshcaller widget On clicking the call icon, the widget expands to show you the recent calls, your current number in use and other functionalities. Freshcaller widget inside your Freshdesk account With this widget, you can now handle calls without having to move to a new tab. 05

8 Setting the agent availability & choosing your phone number

9 Before making calls, customize your account by, setting your availability and selecting a preferred number Let s see how to go about with it in this section. Step 4. Setting your availability There are times when you might be traveling or might be unavailable to take calls. Set your most convenient status of availability to help route calls to available agents. Click this status button to set your availability Your current status can be seen as a colored dot on the top-right corner of the widget. Available on browser or mobile Offline Note: To change your mobile number, click on your profile picture and go to your profile settings. 07

10 Step 5. Choosing your phone number You can choose a preferred number from amongst the list of numbers available to you. The number that s currently in use is displayed right on top of the widget. Click on it to change to another number. Choose from the list of numbers available to make calls. Note: These numbers are made available to you by your Admin. To choose a number other than ones visible to you, you can check with your Admin. 08

11 Making calls

12 The first time you try to make a call, you need to grant access to your browser to use your computer s microphone. Make sure you click Allow on the pop-up window that comes up. Step 6. Searching for a contact or phone number If you want to call your contacts or even an unsaved number, You just need to key in the name or number in the search bar of the widget. If it s a saved contact, the contact s name gets listed automatically. Search for your contact with their name. 10

13 To call a number irrespective of it being a saved contact, just type in the phone number in the search bar and make the call. Search for your contact with their phone number. Note: While typing in a phone number, ensure that you also enter the country code as a prefix. Ex: To call a German number, add +49 as a prefix. 11

14 Step 7. Viewing your recent calls To redial or get back to a customer who might have called you a few minutes ago use the Recent calls section, You can find your three most recent calls listed within the widget for your convenience. To make a call, you just need to click the call icon present against a call. Your three most recent calls are listed. Now you can directly call your contacts from within the widget using the call button. 12

15 Step 8. Connecting the call To make a call you can use either of the call icons that are present in the search bar or the search result. Click on any of the call icons to make a call. On making the call, the status of your call(if connected or not) can be seen from the widget. Trying to connect you with your contact 13

16 Once your contact picks up your call, the widget expands and you can see the duration of call at the top of the widget. The live timer indicates that your call is in progress. Call is in progress 14

17 Basic functions that can be used while on call

18 While on a call, you might take help from your teammates on some queries or you might ve to put your call on hold to inform that you ll be late to a meeting because of the call and so on. Basic functions like putting your call on hold, muting the call, transferring, taking notes, etc. are listed at the bottom fold of the widget. Basic functions that you can use while on a call 16

19 Step 9. Adding notes Every call is different and will touch upon multiple queries and doubts. Making note of the highlights of your call is the best way to not miss out on important details. You can set a clear context of the call by adding notes For your own reference And also before transferring a call to another agent. Make use of this section to take notes and refer to it from your call logs. 17

20 Step 10. Transferring calls to agents/teams You might feel that another agent might answer a few queries better. Or the customer might want to talk to a specific team. You can transfer your call (ongoing) to your colleague or even an external number from within the widget. Click on this to see the list of available agents to transfer calls. 18

21 Sometimes you might want to continue on the transferred call along with your colleague. You can ask the other agent to join you on a conference call. Add the agent on conference if you want to be part of the call too Or just click here to transfer the call to a specific agent Also, you can get to know if your transferred call has been picked up or not. You can check the status of your transferred call from here. 19

22 If the transferred call goes unattended, you can resume the call and try to transfer it to another agent. When the agent declines the transferred call, you can immediately resume the call from here. Sometimes all agents might be unavailable to pick your call. If no agent or team is online you ll see this message. 20

23 Converting your calls to tickets

24 Some calls need follow up while others might just be an enquiry. Just so that the important information from each call is not missed out, we have the option of converting a call (notes, call recording and duration) into a ticket. Step 11. Converting calls to a ticket Apart from being able to see the recent tickets and calls, you can also convert your current call into a New ticket Or add it to an existing ticket This will come in handy for a prompt follow up and keeping a collated record of your customer s journey. Click the + icon to convert your current call into a new ticket or add it to an existing ticket. 22

25 Step 12. Creating a new ticket On clicking the Create New Ticket option, a new ticket is created and gets listed instantly in the Recent tickets view. Successful creation of a ticket is indicated by a green tick against the ticket. The current call is created as a new ticket. 23

26 You can click on the newly created ticket and modify the fields based on the caller's needs. You can do all this real-time. Once you click the ticket in the widget, the ticket s details page opens up. And also before transferring a call to another agent. Click the ticket in the widget to open the ticket s detail page Fill in the contact s details here. 24

27 Receiving calls

28 Every call that comes your way might be for different reasons. This section helps you understand the various features available to make the best use of these calls. Step 13. Receiving a call When you receive a call, the widget will open up with the name of the contact(if saved) and the number. To pick the call click Answer. Click Ignore to decline the call. All declined calls will be routed according to the call flows that your manager has set up. To receive calls just click the Answer button. 26

29 Step 14. Viewing recent tickets of the contact Once you pick your call, you can update yourself with details like the previous tickets and the queries of the contact who is on the call using the Recent tickets option. Once the call is connected, by default you ll see the list of recent tickets associated with that particular contact so that you can refer to it instantly. While on the call, you can view the list of tickets associated with the contact. 27

30 Step 15. Viewing recent calls of the contact Similar to the Recent tickets view, you can also refer to a list of the Recent calls associated with the contact. Click the dropdown to choose the Recent calls option. This list of Recent calls helps you be updated on who had spoken last to the contact. 28

31 Step 16. Missed calls to tickets Every missed call or a voic is automatically created as a new ticket in your Freshdesk account. This helps you reduce the instance of missing out on calls. You can easily return the call or respond to the voic once you are active to make calls. Every missed call is automatically created as a new ticket. 29

32 Viewing your call logs in Freshcaller

33 There is so much that can be inferred from a call. It can be a potential lead to upsell, might help you understand the most pressing issue in your product or sometime if you are a multi-product company, it s the best source to understand a cross sell opportunity too. Freshcaller call logs helps you get all this from a single screen. Step 17. Viewing your call logs To see the entire list of calls in your system click on View All and you ll be directed to your Freshcaller account s Call Metrics tab To see a collated list of all calls made and received in total, hit the View all button. 31

34 Step 18. Viewing your call logs In Freshcaller, you can play the individual call recordings, check the call notes, understand the entire conversation history of a particular customer/prospect and much more. Export call logs as a.csv or Excel file. Call notes Call metrics Call recording Call type: incoming, outgoing, missed or voic 32

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