TO GO WITH AFP STORY BY JOSE BAUTISTA – Young telemarketers work in a call center in Manizales, Caldas Department, Colombia, on September 20, 2011. Thousands of inhabitants of Manizales highlight in the Latin American market of Call Centers due to their impecable Spanish and kindness, which make them able to overcome unemployment and keep […]
Credit: GUILLERMO LEGARIA
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
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