Freshdesk seamlessly integrates with Freshchat to provide a unified platform for managing customer support through chat. The Live Agent component allows agents to interact with customers in real time, taking over from the Ella Bot when it is unable to assist further. This ensures quick resolutions to customer queries, significantly enhancing customer satisfaction.
Benefits
Using the Live Agent component offers several benefits:
- Real-time communication with customers: This allows for immediate responses and resolutions, enhancing customer satisfaction.
- Streamlined workflow with automated chat assignments: This ensures that customer inquiries are directed to the appropriate agents quickly and efficiently.
- Enhanced visibility into customer issues via past interaction history: This provides agents with context, enabling them to address issues more effectively.
- Improved team productivity with canned responses and quick actions: This allows agents to respond faster and more consistently, improving overall efficiency.
Roles
Role | Inputs/Tasks | Full Name |
User/Customer | N/A | Merchants and Partners |
Agent | Handles customer inquiries and provides support | Jon Locke, Janice Jolly, Susan Mansfield and JaVon Sutton. |
Supervisor | Oversees agent performance and provides guidance | Alexa Stone |
Admin | Manages system settings and configurations | Alexa Stone |