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Stakeholders - Ryan(IT Manager - uses FS), Larry(Technical Team Supervisor), Lizzy(Customer Care Supervisor)
Freshdesk for multiple teams, overall forming the Tech Support and Customer Care Teams.
Agent Count - 21(full team)
Timeline to go live - August, evaluation - ASAP
Introduced - Freshdesk + Freshcaller + Freshchat
Have Android and iOS Apps
Currently using LiveChat Inc, Local Phone line, unsure about current ticketing system, if any.
Log of all calls – phone number, time
Recognition of who accepted the call & logged the query
Count of time lapsed from initial query logged to first response/completion
Resolution box
Issue/notes section
Assign-to option
Record calls – training purposes
Availability to look back at older calls – obtain phone numbers, extra information as back up if query re-arose
To be able to link with Live Chat
Traceability and visibility of all queries & calls
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