There are some nights, in customer support, when email just won’t do. There are times when even the phone won’t do. Sometimes, it’s a customer who just doesn’t seem to get what you’re saying (What do you mean DVD drive? You mean, that’s not a cup holder?). Other times, it’s a solution so complicated that you’re up to your eyeballs in screenshots. Still other times you feel like the only thing that’ll actually work is a drive over to the customer’s office so that you can run him through every step, over coffee. But what’s a poor support rep to do when the customer’s halfway across the world?
Google+ Hangouts to the rescue
With the Freshdesk – Hangouts integration, you can now initiate video calls right from within your favorite helpdesk. And it doesn’t just end with just video calls; Hangout’s finer features, like remote assistance and screen sharing, enable you to solve even the most complex of problems in just a few minutes!
Initiating a Hangout from the agent’s side is easy; all you have to do is install the plugin (directions are here) and tell your customer when to expect your call! To be safe, we recommend that you put it down on your Calendar.
However, if you’d like for your customers to be able to initiate Hangouts with your agents as well, there’s still one tiny step to go. Here’s a solution article that’ll help you set up a Hangout widget in your end user portal.
Have any questions? Drop us a line down below in the comments or shoot us an email (it’s support-at-freshdesk-dot-com). We’re always happy to help.