Freshdesk Integration with KOOKOO improves customer support: key features & benefits.
The Freshdesk integration with KOOKOO opens a whole host of features to the Freshdesk user. These features will allow them to increase customer satisfaction and improve agent productivity. The features include: Unified Window with click to call functionality: reduce frustration and save time. Screenpop Integrations: resolve problems faster. Automatic call logging: save time and stay organized. Intelligent IVR: create the better customer experience. Reports: track performance, call queues and more. Call recordings tagged against tickets: stay organized with ease. Call schedule: automate your follow-up calls. Alerts: capture unanswered or abandoned calls, keep call queues short. Integrate with your Website: web visitors just click to call you. This article briefly describes each feature. Contact our team for a complete demo. Unified Window with click2call What is it? A unified window means that Freshdesk users do not require to open the Kookoo window to make or receive calls within Freshdesk. Agents just need to click the small KOOKOO icon on the bottom left of their Freshdesk screen to make calls. What’s the benefit? Zero toggling between windows reduces agent frustration, increases productivity and reduces Average handle Times. It’s convenient and easy for your staff to make calls right from their Freshdesk window, while on their computer. VOIP calls can save your business call costs too. Screenpop integration. What is it? For all incoming calls, our system checks if the caller already has a record/open ticket. When the agent takes the call, the customer name displays along with all these details. What’s the benefit? Agents have caller details on their fingertips, and this really improves customer satisfaction. When callers needn’t repeat ticket details, its a big relief for them. (According to a CCW Survey, having to repeat ticket details across channels is a customers biggest complaint when calling support). Agents also close calls faster leading to lower Average Handle Times. Automatic Call Logging What is it? Calls are automatically logged as tickets for all incoming calls. What's the benefit? Saves agent time while keeping your calls and tickets organized. Intelligent IVR What is it? IVR greets customers with automated welcome or after-hours messages. Intelligent IVR uses CRM data to improve customer experience. Conversational IVR allows users to speak to the IVR instead of keying in numbers. What’s the benefit? You can prioritize call routing for certain customers based on their average order value or time taken to close resolutions. You can also divert some calls to self-service especially for routine tasks like checking ticket status, cancellations or answering FAQs. Advanced Call Controls. What is it? Agents can mute, hold or transfer calls easily. When they’re on a lunch break or busy with some other work, they can just press pause, set their reasons for taking a break—and you stay notified. What’s the benefit? If your agent can't resolve a problem, they just need to transfer the call to someone who can. Mute and Hold also lets them confer with a colleague to solve problems faster. Reports What is it? Track agent performance reports, [...]