Nick Summers is a technology journalist for The Next Web. He writes on all sorts of topics, although he has a passion for gadgets, apps and Nick Summers is a technology journalist for The Next Web. He writes on all sorts of topics, although he has a passion for gadgets, apps and video games in particular. You can reach him on Twitter, circle him on Google+ and connect with him on LinkedIn.
Freshdesk is expanding its corporate-focused, cloud-based customer support platform today with Freshfone, a new feature which allows staff to handle telephone-based queries through its unified service.
While speaking to the customer, Freshdesk users can now quickly retrieve support tickets, track specific problems, transfer calls and trigger interactive voice responses (IVR) within a single window.
The idea is that employees delivering customer support should never lose track of the customer or their problem, as they can now speak with them via a range of different channels including email, Twitter, Facebook and mobile apps, as well as over the phone. By logging all of these interactions through a single platform, problems should ultimately be easier to track and resolve.
Image Credit: GUILLERMO LEGARIA/AFP/Getty Images
Get the TNW newsletter
Get the most important tech news in your inbox each week.