Customer Support / Ticketing / User Experience
Freshdesk, the intuitive customer support solution for every business
With Freshdesk, Reach a new level of customer satisfaction! SMC Consulting guides you through optimizing your customer service, managing tickets, and improving the user experience.
Optimize your customer service with Freshdesk and SMC Consulting
Customer support, ticketing, and continuous improvement of the user experience form the basis of outstanding customer service. SMC Consulting
recognizes the vitality of these components and partners with Freshdesk to provide you with solutions that transcend your clients’ expectations.
With Freshdesk customer support software, you get an intuitive and advanced platform that’s purpose-built to streamline your customer service processes, make ticketing easier, and enrich the user experience. Our mastery of this nuances, combined with a deep understanding of your needs, allows us to align it functionality with your business processes, improving responsiveness, problem solving, and customer satisfaction.
See how SMC Consulting and Freshdesk Software can revolutionize your approach to customer service, leveraging your team’s strengths to deliver service excellence. This alliance is your asset to overcome obstacles, exceed expectations, and elevate customer retention.
Freshdesk, simplified ticket management
Freshdesk software optimizes support ticket management by centralizing the receipt and follow-up of customer requests through a unified team mailbox. This integrated approach ensures that tickets from multiple channels are managed efficiently in one place. Agent collision detection is a major innovation that prevents unnecessary overlap, ensuring that only one agent handles one ticket at a time. With advanced Service Level Agreement (SLA) management capabilities, It allows you to set precise response times, adapted to business hours and different categories of tickets, ensuring that customer expectations are managed in a rigorous and transparent manner.
Freshdesk’s Ticket Field Suggestion Generator automates ticket sorting and routing, promoting faster and more organized resolution. In addition, the thank you detector prevents tickets from being automatically reopened when customers send gratitude messages, which helps keep the ticketing system efficient.
Customization is at the heart of Freshdesk Software with the ability to create bespoke ticket statuses that integrate seamlessly with your specific workflow, providing clear visibility into the status of each ticket. Scenario automation supports repetitive tasks by allowing multiple actions to be executed on a ticket with a single click, while canned responses promote fast and consistent communication. Together, these features make it a powerful tool for simplified ticketing, resulting in responsive and well-organized customer service.
Incident Management with Freshdesk
Freshdesk is reinventing case management by encouraging close and effective collaboration across customer support teams. With Team Huddle, support agents can discuss complex tickets with experts across the company, drawing on a wide range of knowledge to resolve incidents quickly and with the best possible solutions.
Shared responsibility is another key feature of Freshdesk Software that enables seamless cross-departmental collaboration. Teams can co-manage trouble tickets, ensuring consistent tracking and full visibility from progress to incident resolution.
When similar incidents occur, the associated ticketing functionality becomes invaluable. It allows agents to group related issues together, providing unified management and response that improves overall support efficiency.
In addition, Freshdesk makes it simple to resolve complex issues with its parent-child ticket management. This approach breaks down a major problem into smaller, manageable subtasks, allowing for more structured and accelerated incident resolution. This ensures that every aspect of the incident is handled thoroughly, with clear tracking of each child ticket through to final resolution.
These features, built into it, transform incident management into a smoother, more coordinated process, resulting in an improved customer experience and increased satisfaction. Learn more.