Salesforce and Freshdesk Customer Service Suite integration for chatbot management

In this article, Soluta wants to show how quick and easy it is to manage customer support interactions with the implementation of Freshdesk. What is Freshdesk?

Freshdesk is a ticketing tool that is part of the Freshworks ecosystem, an environment that at its core encompasses three areas: Customer Service, IT Service, and CRM. Designed to provide the best customer experience, the platform also provides a live chat service that allows customers to quickly and easily write to Customer Service. 

Here are some examples of the chatbot's ease of use

Among the input channels supporting the customer is also the chat channel, which is a real immediate support to the customer. The chatbot complements all the tools supporting customer service, and is useful to all those involved in customer service. 

A Freshdesk Guide

The chat is visible once you enter the page, in the lower right corner. Once the chat button is clicked, the conversation window with Customer Service opens. If the user writes to Customer Service outside business hours then they will receive an automatic pre-set message, and their question will be processed during business hours.

Customer Service Side

• Conversations on Freshdesk are accessed from the menu on the left by clicking on the chats button.

   

• This opens a preview of conversations to be managed or already managed in order from most recent to least recent.

• Click on the chat to see the conversation in detail.

• You can also enlarge conversations to work in full screen (with more details) by clicking on the enlarge button. 

• A new window then opens with the enlarged conversation containing more information, such as contact info, custom propriety, or event timeline.

• Once the customer request has been resolved by Customer Service, you can move the chat to the “My Resolved Conversations” folder by clicking on “resolve” at the top of the chat. 

• This way the conversation is archived and can be found in the resolved conversations folder.

• To enable notifications for Customer Service, simply click on the profile icon in the upper right corner and then click on “Profile Settings.”

• Once in the settings click on “notifications.”

• By accessing the notifications center, you can set up various notifications such as desktop, mobile, email, or even in-app.

Advantages

1. Make your customer service accessible from all channels: Every customer interaction is tracked and accessible in a single platform, facilitating a complete view of their contact history and preferences. Centralizing all customer interactions in the CRM allows quick and complete access to information, improving collaboration and operational efficiency.
   
   
2. Multilingual: Multilingual versatility is one of the strengths of this platform, which enables interaction with customers in over forty different languages, depending on the language set in the browser. In addition, FAQs are automatically translated to ensure clear and effective communication with all customers.
   
   
3. It is fully customizable: with intuitive interfaces and flexible configuration options, it makes system interaction and customization accessible even to users without special technical skills. Features such as colors, activity times, etc. can be customized. 
   
   
4. Customer satisfaction rating: The 0 to 5 rating system is a valuable tool for fully understanding customer feedback. Through this rating, a clear and detailed picture of customer satisfaction with the services offered can be obtained. 
   
   
5. Time management and cost reduction: Automatic reminders and efficient schedules reduce delays and improve punctuality. This optimizes resource utilization and consequently reduces operating costs.
   
   
6. Implementation of a project in a short period: CRM can be implemented quickly, enabling projects to be started and completed in days rather than months, reducing go-live time and minimizing operational discontinuities.

Freshdesk is a versatile solution that offers multiple capabilities, and Soluta's project is a tangible example of how the integration of cutting-edge technologies and a customer-centric focus can lead enterprise companies to innovative and effective results. Through the use of Salesforce and other technologies, Soluta has delivered relevant value to the customer, which is crucial in an environment where the adoption of a platform to manage customer service is critical.

To find out about other projects Soluta has worked on, visit the Tech Maker page!