Routing Sales Enquiries and Leads in Freshdesk

KB Article 11: Title: Routing Sales Enquiries and Leads in Freshdesk

Summary: This article provides guidelines for routing sales enquiries and leads in Freshdesk to the appropriate team members. It covers the process of identifying whether an enquiry is for an existing customer or a new prospect, and the necessary steps to forward the enquiry to the relevant teams. 

Introduction:

Freshdesk is a powerful customer support platform that enables businesses to efficiently manage customer interactions and support tickets. In some cases, sales enquiries or leads may come through Freshdesk or the support email address (support@haptik.ai). This article outlines a simple workflow for identifying the nature of the enquiry and forwarding it to the correct team members. 

Procedure: 

1. Identifying Enquiry Type:

   - Review the details of the enquiry or lead to determine whether it is related to an existing account or a new prospect.

   - Check for any relevant information in the ticket, such as the customer's name, email address, or account number, to identify existing customers. 

2. Existing Account Check:

   - If the enquiry appears to be related to an existing customer account and requires assistance from the Customer Success Manager (CSM), follow these steps:

     a. Tag the enquiry with the appropriate label to indicate that it requires a CSM's attention.

     b. Add a note or comment mentioning the CSM's name to ensure their attention is drawn to the enquiry.

     c. Inform the CSM through Slack or Email

     d. Close the ticket 

3. New Account or Sales Lead:

   - If the enquiry or lead is determined to be for a new account or requires sales assistance, follow these steps:

     a. Tag the enquiry with the appropriate label to indicate that it requires attention from the sales team.

     b. Add a note or comment tagging yuvaraj.mistry@haptik.ai, the designated sales team member, to ensure their attention is drawn to the enquiry.

     c. Close the ticket 

4. Seeking Guidance:

   - If you are uncertain about the nature of the enquiry or the appropriate course of action, tag Ritesh Joshi or Yuvaraj Mistry in Freshdesk/Slack and provide a brief explanation of the situation.

   - Wait for their response and guidance before taking any further action. 

Conclusion:

By following the guidelines outlined in this article, you can ensure that sales enquiries and leads received through Freshdesk or support@haptik.ai are efficiently routed to the appropriate team members. Identifying whether an enquiry pertains to an existing customer account, or a new prospect is crucial for allocating the enquiry to the correct department, thereby streamlining the sales process and improving customer service.