The Team Inbox in Freshchat is where you will spend most of your time helping your customers resolve their problems. You will be responding to your customers and managing their conversations from here. Here are the different activities you can carry out from the Inbox:
- Compose your message
- Save time with pre-saved replies
- Share attachments: FAQs and files
- Collaborate with your team
- Resolve conversations
- Be a customer champion (CSAT)
- Perform bulk actions
- Help track your user problems
Compose your message
Freshchat is equipped with many of the features of modern text editors. When you compose your reply, you can format the text, add hyperlinks, and even include rich media like emojis and images.
Save time with pre-saved replies
Multiple customers will tend to reach out to you with the same set of questions. For example, you may be having a sale or facing an outage where most of your customers will ask questions to get the same information from you.
By saving this information as canned responses, you can reuse these answers to commonly asked questions by simply typing out the correct shortcode in the reply editor. Use canned responses to reduce your response time and offer personalized replies.
Note: As an Agent, you can create canned responses for your personal use and access those shared by your Admin. But you won’t be able to contribute to the shared repository.
Share attachments: FAQs and files
Files in Freshchat behave like cloud storage, for example, gDrive or Dropbox, so you can upload and store files for easy access. Learn more about Files here.
Use FAQs in Freshchat to share answers to repetitive, regular questions from your customers. Learn more about FAQs here. FAQs can also be used by your bots and in your widget to help your customers.
File sizes and Formats supported:
"jpg", "png", "gif", "jpeg"
NA (but you can embed videos that are hosted publicly)
Youtube, Vimeo, Vidyard, Loom, or Wistia
Note: As an Agent, you can upload files to your personal folder and access those shared by your Admin. But you won’t be able to contribute to the shared repository.
Collaborate with your team
Include your team in your customer conversations to answer product questions, share ideas, get confirmation, review your response, share feedback, etc.
Here is an example of a conversation that gets assigned to a different agent where a private note is also added to give some context about the conversation to the new agent.
These private notes are only visible internally but not to your customers. You can also add Private Notes to give context to another agent or team if you assign the conversation to them. Learn more about Assigning conversations here.
Once you have responded to a customer and feel that the purpose of the conversation is achieved, you need to mark it as resolved to remove it from your queue. Resolved messages move into the Resolved view, where you can access them anytime. Learn more about views here.
You can integrate Freshchat with ticketing systems like Freshservice or Freshdesk Support Desk. This will enable you to convert the Freshchat conversations into tickets on your favorite ticketing systems. Learn more about setting up integrations with your ticketing systems here.
Be a customer champion (CSAT)
When you resolve a conversation, your visitor or customer will be prompted with a customer satisfaction survey (CSAT) asking them to rate their support experience with you. Learn more here.
You can find their rating and comments, if any, at the end of the conversation. Your Admin can track this score for each conversation. You can keep your score in check by replying faster and improving customer satisfaction.
Perform bulk actions
Deal with multiple conversations at once with bulk actions such as,
- assigning multiple conversations to other Groups or Agents,
- sending the message to multiple conversations, or
- resolving multiple conversations
Help track your user problems
It is easier to handle different conversations once you put a label on the different types your team handles, such as support questions, feedback, feature requests, bugs, and much more. You can mark a conversation with a label only after you have resolved it.
By adding labels to conversations, you can help your team lead (Account Owner or Admin) track these conversations over time and identify a pattern of what your visitors and customers are trying to tell you about your product or service.