Earlier, customer success managers (CSM) had to manually update their calls and associated details in Freshdesk Customer Success. If you are using Freshdesk Contact Center as your cloud telephony software, all your call data made using Freshdesk Contact Center will automatically sync with Freshdesk Customer Success. Once you’ve integrated your Freshdesk Customer Success account with Freshdesk Contact Center, you can configure it according to your business needs. The Freshdesk Contact Center integration lets you see call records between agents and customers right within Freshdesk Customer Success. This makes it convenient for CSMs to track support issues, follow-up on pending issues, and monitor call performance right from Freshdesk Customer Success.
In Freshdesk Customer Success, under the Communications tab in the Account details page, you can view all call logs listed chronologically with recent calls first. Every call made to and received from a given contact is synced and listed as call logs. You can also see details such as call made by, call made to, call status, listen and download recording, date and time of the call, and notes if any.
With the Freshdesk Contact Center-Freshdesk Customer Success integration, you can:
Dig deeper into support calls to enable proactive support
Engage in contextual conversations
Never miss out on details of any of your customer’s support calls
Automatically sync your support call data without manual intervention
Under Reports>Communications, you will see the list of all calls across all accounts. Clicking on a particular line item will take you to the individual account details page.
To integrate your Freshdesk Customer Success account with Freshdesk Contact Center, reach out to your CSMs or write to firstname.lastname@example.org.