Freshworks + Stonly
Improve efficiency for every agent and every issue. Stonly integrates with Freshdesk, Freshchat and Freshservice to automate resolutions, reduce handle time, and eliminate errors.
Automate actions and workflows
Deliver the information agents need
Ensure consistent quality
Automate actions and workflows
Speed up handle time
Streamline every part of your agent workflows.
Improve CSAT
Get customers the right answers faster.
Reduce errors
Guide agents to cross every ‘t' and dot every 'i’ each time.
With Stonly & Freshworks, you can
1.
Understand customer context including who they are, what issues they’re having, and what steps they’ve already taken. Use that information to deliver tickets to the right agent, and handle them faster with less back and forth.Qualify tickets and route them to the right place
2.
We automatically surface the relevant knowledge for each ticket. When agents need more information they can access your entire knowledge base and external workflows, right from the ticket view.Provide the guidance agents need for every ticket
3.
Setup interactive decision trees when you need agents to be 100% compliant and consistent. All agents–even inexperienced or outsourced ones–will follow the right process, so customers always get the same high quality support.Ensure agents follow the right processes with decision trees
4.
Our AI can browse your knowledge at lightspeed and find the right answer for each question. All answers cite their sources, so agents can use them confidently.Use AI to find the right answers
5.
Make it easy for agents to complete actions in any of your systems without leaving Freshdesk, and without needing to grant them full access to other tools. You’ll streamline complex processes into just a click, and prevent mistakes at the same time.Automate workflows in different systems, right from the ticket view
6.
Rather than relying on agents to fill in tickets and select canned responses manually, you can automate all of that for your high volume issues. Your agents will be faster, and data cleaner.Automatically fill ticket fields
7.
Stonly records every action taken by your agents while following a process. You get that information on a per-agent basis, making it easy to audit and improve.Track how agents are handling key issues
