Freshdesk + Plum by Xoxoday

Great employee experience leads to great customer experience.

Xoxoday announced its integration with Freshdesk which in turn will enable companies to engage and motivate their customer support agents with performance-based rewards. Together Xoxoday and Freshdesk aim to create a rewarding customer support workplace that ensures better customer satisfaction by motivating agents through milestone-based rewards.

Why a milestone-based reward platform is important for help-desk support employees?

Help-desk support is one of the most stressful jobs in the world since it involves solving customer queries and facing the brunt from them most of the time. If your help desk support team isn’t motivated chances are high, they won’t serve the customers well. Tickets raised won’t be resolved in time leading to complete chaos. As an organization, if you want to stay ahead of the curve, you need to give great customer experience.

You need to have a highly organized help desk team to deliver the best service to your customers, and that happens when tickets are resolved promptly. There is a very famous quote in help desk management and that is- Everything is a ticket.

So, how does having a milestone-based reward platform play a role in building a motivated help-desk support workforce that ultimately leads to great customer experience?

When there is a milestone-based reward system, you can decide certain parameters to reward your help desk staff. For eg- when a help desk staff resolves 10 customer tickets, you can reward them with 100 points. This kind of mechanism will keep them motivated to solve more tickets. These will enhance customer experience and your customers will be satisfied as more tickets are solved and on time which in turn will lead to positive reciprocation from the customers.

This reward system will reinforce such positive behaviour until it becomes a part of your work culture. So here you leverage the concept of instant gratification to build a positive work culture in the long term by solving your customer queries faster and rewarding your support team for doing that.

It is similar to building a framework, growth doesn’t happen in a single day or because of a certain hack, it happens when you follow a system that bigots results. Having a milestone-based reward system gives you five major benefits-

  • Provides instant gratification for good work done and incentivizes the right behaviour of agents.
  • Support team feels motivated to deliver more
  • A plethora of reward options to choose from, from fine dining to adventure, health & wellness options, etc.
  • Improves customer experience through faster closure of tickets.
  • Provides companies with a medium to recognize people behind the scenes.

Freshdesk clients can reward and incentivize different kinds of metrics to encourage better customer delight.

  • Define rule engine

You can define your own rule engine for various metrics you want to improve or reward through Freshdesk. These rule engines can vary from simple to complex covering different scenarios.

  • Reward campaigns

Use multi-criteria filters to reward right behaviour with a global catalogue of 2000+ brand vouchers, 3500+ global experiences & 10000+ perks.

  • Performance & Reporting

Get easy access to data and reports on various support metrics. Track how an agent or group is performing based on established standards.

  • Milestones-based awards

Enable progressive awards through use of milestones, with agents receiving higher awards as their performance improves.'

How does this integration work and why it is helpful?

The Xoxoday-Freshdesk integration helps set up a great reward program for customer agents that not only motivates them but also helps them perform better. With this in integration, program admins are aided with the following:

1. How to structure your reward program?
2. Who will receive the rewards?
3. What type of rewards would be received?

Freshworks customers can now set up rewards when customer agents meet specific objectives such as adherence to SLAs, ticket throughput and resolution times through a user-friendly interface. These rewards can be given to customer support agents when they achieve a particular milestone. That way, you gamify their work experience, like complete a particular set of tasks and get rewarded with points.

These points could be redeemed in the form of discounts for products and experiences from renowned brands from all over the globe. This integration offers customer support agents using Freshworks products access to Xoxoday’s global catalogue of more than 2000+ brand vouchers, 3500+ global experiences, and 10000+ perks.

 

Freshdesk + Xoxoday Plum Set up Tutorial

In this tutorial, we are going to guide you through the installation and configuration of Xoxoday Plum on Freshdesk. Then, you'll see how to use it to Reward your Agents. 

1How to get started with Xoxoday Plum in Freshdesk?
2Steps to register with Xoxoday Plum.
3How to use Xoxoday App to Reward your Agents? (For Freshdesk Admins)
4How to use Xoxoday App to get and claim Rewards? (For Freshdesk Agents)

 

User Journey

Freshdesk Organisation Admins can enable the integration by logging in and navigating to Settings > Apps > Get more apps.

Xoxoday is listed in the Agent Productivity Category. It can be configured by signing up/logging into a Xoxoday account and then adding API Key to get the Xoxoday app added to the Freshdesk account.

Xoxoday app will now be available on the tickets page for all your agents.

Please refer to the app marketplace page here for more details.
Visit here for the blog published on our forum.

 

How to get started?

Step 1: Go to Settings and select Apps in Helpdesk Productivity.

Freshdesk Admin

Freshdesk Admin

Step 2: You will be redirected to the Freshworks marketplace, Click on Get More Apps and search for Xoxoday and click on the Install button.

Find Xoxoday App from Get More Apps on Freshdesk

Find Xoxoday App from Get More Apps on Freshdesk

Locate Xoxoday App from Search

Locate Xoxoday App from Search

Install Xoxoday App

Install Xoxoday App

Step 3: After clicking on Install, you will be redirected to the Xoxoday app registration process.

Step 4: You will be asked to login/register to Xoxoday and authorize Freshdesk.

 

Steps to register with Xoxoday Plum

Step 1:

  • Enter Your Company Name.
  • Your company email address.

Enter company details for registration

Enter company details for registration

Step 2:

  • Verify your email by entering the OTP.

Verify your email

Verify your email

Step 3:

  • Set a password.
  • Create a unique URL for your company stores.

A unique URL is created on Xoxoday Plum Stores, especially for your company. This is unchangeable.

Eg: Nreach Online Services' store URL is: stores.xoxoday.com/nreach where the employees of the Nreach company can redeem their points for experiences, gift cards, brand vouchers in their company stores.

Set a password and a unique URL

Set a password and a unique URL

Step 4:

  • Add Billing details for your company.
  • Enter your company Tax ID. (GST Number, VAT Reg no., TIN..)
  • Enter the currency for the Plum Store to be used for transactions.
  • Enter Billing address.

Tax ID, is a unique number assigned to a business by the Commercial Tax Department of the state that has received the application. It serves as an identity for a business, which is registered under VAT for the trade of goods and services.

Currency for the Plum Stores is the currency used for the transactions or rewarding.

Eg:

  • 1 point = 1 INR
  • 1 point = 1 USD

You can only choose one currency at the time of the registration and is unchangeable.

Enter your Billing details

Enter your Billing details

Step 5: Now authorize your Freshdesk account with the Plum account for seamless data sync.

Now you are successfully registered with Xoxoday Plum.

Successful registration with Xoxoday Plum

Successful registration with Xoxoday Plum

 

If you are already registered as a Xoxoday customer:

  • Sign-in use your existing user ID and password.

Note: Use a Xoxoday account that has admin privileges with access to Xoxoday admin dashboard. If you are not an admin user on Xoxoday, you will not be able to use the Xoxoday app.

Login if you are already a Xoxoday Customer

Login if you are already a Xoxoday Customer

  • Authorize your account for seamless data sync.

Authorize your account

Authorize your account

Now you are successfully registered with Xoxoday Plum.

Step 6: Now, You will be redirected to your Freshdesk account and you will get a window to enter the Freshdesk API Key.

Enter Freshdesk Key

Enter Freshdesk Key

 

How to find your API Key Login to your Freshdesk account.

1. Log in to your Freshdesk account.
2. Click on your Profile Picture on the top right and select Profile Settings.

Find your API key

Find your API key

3. In the sidebar on the right, you will find the API Key.

Find your API key

Find your API key

4. Copy-paste this as required to authenticate third-party solutions and click on Save.

Authenticate third-party solutions

Authenticate third-party solutions

5. After entering the API key, the app will be successfully installed with your Freshdesk Account.

Xoxoday app is successfully installed with your Freshdesk Account

Xoxoday app is successfully installed with your Freshdesk Account

6. Xoxoday app will now be available on the Ticket pages for all Freshdesk users.

Xoxoday app is available to all Freshdesk users

Xoxoday app is available to all Freshdesk users

 

How to use Xoxoday App to Reward your Agents? (For Freshdesk Admins)

Step 1:

  • Go to your tickets, open any ticket and locate the Xoxoday App.

Locate Xoxoday App

Locate Xoxoday App

Step 2:

  • Click on Launch and go to Admin settings.

Set up your reward campaigns

Set up your reward campaigns

Step 3:

  • Click on Recharge to Recharge your Plum Account for Reward Campaigns. You will be redirected to Xoxoday Plum account, Recharge section.

Add funds to your Xoxoday Plum account.

Add funds to your Xoxoday Plum account.

Step 4:

  • Click on Add Funds and Proceed with the Payment. Click here to know how to recharge your account.

Recharge your account

Recharge your account

The recharged amount will now be reflected on the Freshdesk extension.

Step 5:

  • Click on Campaigns to create Reward campaign for your agents, you will be redirected to Xoxoday Plum, now click on Create New to get started.

Set up reward campaigns on Xoxoday Plum

Set up reward campaigns on Xoxoday Plum

Step 6:

  • Now add basic details to your Reward campaign like Reward Name, Reward Description, Reward Recurrence, Start Date and End Date.

Eg:

Reward Name: Flash Agent of the week
Reward Description: Agents who close at-least 5 high priority tickets in a week and has a first response time of under 30 min.
Recurrence: Weekly

Reward Campaign Set up

Reward Campaign Set up

Step 7:

  • Define the filter criteria and the achievement metrics, the conditions for earning the Reward and the Reward value.

Filter Criteria:
Define the qualifying conditions of the reward. This should describe the actions required by users to be eligible for a reward.

Reward:
Define the achievement metrics and the conditions for earning the rewards. This should describe what users should do in order to receive a reward.

Eg:

Reward Name: Flash Agent of the week
Reward Description: Agents who close at-least 5 high priority tickets in a week and has a first response time of under 30 min.
Recurrence: Weekly
Filter Criteria: Priority = High AND
Filter Criteria: First Response Time(in min) <= 30min
Reward: Number of Tickets resolved >= 5
Enter award points: 100

You can create as many awards as you wish to and disable whenever needed. To disable an award, go to Rewards in the Plum Admin and click on :no-entry-sign+: on the reward you wish to disable.

Click on Save to successfully create the Reward campaign.

Define Filter criteria for the Rewards

Define Filter criteria for the Rewards

Step 8:

  • The Campaign created will be visible now to all the Freshdesk agents.

Reward Campaigns visible to all Freshdesk Agents

Reward Campaigns visible to all Freshdesk Agents

 

How to use Xoxoday App to get and claim Rewards? (For Freshdesk Agents)

Step 1:

  • Go to your Open tickets and Launch Xoxoday App.

Tickets on Freshdesk

Tickets on Freshdesk

Step 2:

  • Go to Campaigns section to see the active campaigns.

Active Campaigns on Freshdesk

Active Campaigns on Freshdesk

Step 3:

  • Close and update the tickets matching the campaign criteria and get rewarded.

Close tickets matching the campaign criteria

Close tickets matching the campaign criteria

Step 4:

  • On successful completion of a campaign, Agents can now Click on Redeem to claim the earned points, this would redirect the agent to the Xoxoday Plum store and they can now redeem from a wide variety of available experiencesGift VouchersPerksHot offers.

Click here to know how to redeem your points.

Redeem your rewards

Redeem your rewards

Xoxoday Plum Stores

Xoxoday Plum Stores

Xoxoday’s CEO, Sumit Khandelwal said,

“Xoxoday’s vision is to help organisations achieve business outcomes by engaging and motivating its people - be it employees, channel partners, or fleet-on-street. A large workforce today is contributing significantly in the customer care and customer support function and Freshworks eases out their job. This integration will help companies using Freshdesk products to enhance their customer service by meaningfully engaging their agents, increase their collective output and thereby exceed the achievement of business goals.”‍

Xoxoday milestone-based rewards are currently available on the Freshworks Marketplace at

About Freshworks Marketplace

Freshworks Marketplace is the SaaS Industry’s First Fully-Integrated Customer Engagement Partner Ecosystem. Launched in 2018, the Marketplace consists of 350+ partners across 40+ countries who resell, customize, and implement solutions and support customers worldwide. Freshworks Marketplace features over 700 apps developed by ISVs (Independent Software Vendors) and SIs (Systems Integrators).

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