Keeping customer satisfaction top-of-mind, CTI has introduced a Freshdesk widget available in cAdmin to support our clients interacting with our Client Services team. The Client Services team already uses the Freshdesk platform daily. The cAdmin Freshdesk widget will allow the delivery of faster and more consistent responses to questions that are now falling to project teams. The Freshdesk widget will enable clients to ask the CTI Technical Support team questions directly from the cAdmin application. CTI can respond to customer queries using interactive chat without requiring the customer to enter a ticket first. The Freshdesk chat widget logs all interactions without additional input from the user. This new level of support will require advanced planning by the Technical Support team, training of the customer, and cost adjustments. Accordingly, the On/Off control for the widget has initially been limited to the Development Support Team and will be transitioned to the Contracts Team in early 2022.
