Introduction to CRM tools

0:03 So, today we are going to be checking together Freshdesk and Intercom. If you're happy, say yes, yes in the comment section. So, my name is Deborah. I'm a 5 years plus remote worker and also a co-founder in Remote Tiger Academy. So, I'm going to be walking you through why you need to have confidence using these tools. Freshdesk, Intercom and immediately you're going to become more employable than before. So, also we are going to be checking together in this class the CRM tools that companies are currently hiring for.

0:51 So, to start with I'm going to ask you a question. Imagine two customer support candidates. Candidate A has excellent communication. Candidate B has the same communication skills plus already knows Freshdesk and Intercom. Who do you think is going to get hired? The obvious answer is companies don't just want to spend weeks training someone on their support system. They want actually someone who can log in on day one and start helping customers. So, today you're going to be learning exactly how.

1:43 The learning outcome will be by the end of today class, you're going to understand the CRM system, how to navigate Freshdesk confidently, navigating Intercom confidently and responding to tickets professionally. So, you are going to know how to use notes and internal collaboration. Apply tags, prioritize tickets, understand ticket lifestyle, and also understand the omni-channel support, and know what recruiters actually expect. So, we are kick-starting immediately. And the first thing that we are kick-starting with is to even know the meaning of what we are talking about.