The all-new Omnichannel Customer Timeline feature of Freshdesk aims at facilitating a platform where users can unify customer data from different sources, say a shopping cart where they’ve added an item or a payment gateway where they completed a payment, etc., to create a timeline of interactions they have had with the customer. This will help agents get quicker context on the customer’s problem, based on their previous interactions, and help them provide a better customer experience.
Here are the features that make the omnichannel customer timeline:
The customer timeline provides agents with the complete journey of the customer before they reach out to the business. This will have all the key activities, i.e, the past interactions with the support team through various channels such as chat, phone, email, etc. With this, agents will get a swift understanding of the problem the customer has reached out for, and help them accordingly.
The timeline will also be visible in the ticket requester widget, so the agents can quickly skim through the past interactions and activities of the customer.
The Activity API:
Besides the default activities we provide, admins can also make use of our activities API to bring in external activities from third-party applications, so the timeline is populated with all the relevant information an agent is looking for about the customer. Once agents click on a particular activity, they'll get more information about the activity, with the help of the activity API.
We hope these features will help you and your agents with better customer visibility. We’d like you to try these features and let us know your feedback!
The ability to import data from other systems to the timeline seems like a neat feature. Is there documentation on how to do this?
3 people like this
5 days ago
The API feature looks interesting. Especially if it's going to be possible to get transaction data and notes from several other systems forwarded to Freshdesk to have a complete history of the account, that would be amazing.
1 person likes this
3 days ago
@Nicolas @Kevin @Mike Thank you for your interest. We'll be putting up the documentation for the API in a couple of weeks.