Text analytics for Customer Support

Automatically analyse Freshdesk tickets to detect what customer queries drive your support activity, and what training agents need to handle them better.

Install available only on Desktop

Published by Cx MOMENTS
2 months ago

in Agent Productivity, Chat, Reporting and Analytics

Help and Supportsupport@cxmoments.com https://www.cxmoments.com/freshdesk-integration-cx-moments

Text analytics for Customer Support

Automatically analyse Freshdesk tickets to detect what customer queries drive your support activity, and what training agents need to handle them better.

					        	Analyse your support tickets to discover the issues your customers need the most help with, enabling you to prioritise fixes and enhancements in your product and services.

Our AI engine helps customer support managers understand potential gaps in agents skills. We automatically detect topics in customer queries and track them against satisfaction and resolution metrics.

We also benchmark agent's responses against a number of customer service Best Practices, such as using positive language or guiding customers to existing Knowledge Base articles.
					        	
							Instructions on how to setup the Freshdesk connection to Cx MOMENTS

1. Sign in to the Cx MOMENTS application.
2. Click on 'Datasets' in the top main menu.
3. Open the dropdown menu on the top-right and click 'Add new dataset'.
4. Select 'Freshdesk' as a Source.
5. Click on the 'Connect to Freshdesk' button if shown, otherwise skip to the next section.\n
6. Log into your Freshdesk account to give permission.
7. Select the type of data you want to import (tickets or surveys).
8. Click 'Submit'.
 
If the connection is successful the data importing process should start.
							

Log in to install app

Enter your helpdesk URL to proceed to login

Proceed