Adapt your Freshdesk to go remote

The COVID-19 pandemic has pushed us to reinvent our daily work-life routine, and many of us are now working from home instead of going into the office. Running a remote customer service operation is now a critical need for many organizations, but for a team that is used to the close physical proximity of the office, it also presents several collaboration challenges. Contact center staff can no longer simply tap on their co-worker’s shoulder for tips. Supervisors can no longer walk the halls to see how their teams are doing, and new agents are unable to shadow a senior agent to learn their role. To make things a little easier, and more productive, Freshdesk has put together a work-from-home checklist to help your organization go remote.

• Freddy makes remote work easy by automating much of the repetitive data entry of incoming tickets.  Freddy helps organizations quickly, onboard new agents, and assisting with ticket resolution
• Freshdesk has a wide range of collaboration tools to choose from. Use Freshdesk’s integration with your favorite collaboration tool, such as  Slack, Microsoft Teams, or Google Hangouts. Collaborate with colleagues and external partners without losing context or having to switch tabs
• Track your team’s workload, performance, and status on a daily/ weekly basis, make data-driven decisions by predicting ticket volume trends and keep up the team spirit even while working remotely 
• Manage your workforce by defining business hours for agents working across time-zones and customize SLA policies for different groups