CX Solution
Zoom - Freshchat
Integration Objective
The objective was to integrate Zoom with Freshdesk, Freshchat, and Freshworks CRM, enabling agents to manage customer calls, create tickets in Freshdesk, and view existing tickets seamlessly. We can also do contact creation in Freshworks CRM for unknown callers, provide agents with quick access to customer history during calls, and reduce manual effort by streamlining ticket management and customer interactions.
Sandeza Solution
Sandeza came up with the solution of integrating Zoom with Freshworks CRM, Freshchat, and Freshdesk.
A custom widget was developed to handle Zoom calls directly within the Freshworks ecosystem. When a call comes in, Freshchat fragments are automatically invoked for real-time interaction. The widget allows agents to create Freshdesk tickets for the caller and view their past tickets. For unknown callers, a new contact is created automatically in Freshworks CRM. This ensures that all interactions are logged, tickets are tracked, and no customer information is lost.
Results and Benefits
The solution streamlined chat and video interactions, cutting Mean Time to Resolution (MTTR) by 14%. Improved automation and real-time engagement boosted First Contact Resolution (FCR) by 10%, enhancing customer experience.
