Freshworks > 实例探究 > 转变客户支持:菲律宾 7-11 凭借 Freshdesk 取得成功

转变客户支持:菲律宾 7-11 凭借 Freshdesk 取得成功

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技术
  • 网络与连接 - NFC
适用行业
  • 电子商务
  • 零售
适用功能
  • 物流运输
  • 采购
用例
  • 对话机器人
  • 时间敏感网络
关于客户
7-11是全球便利店品牌,在菲律宾拥有3000多家门店。他们非常注重为客户带来便利,并希望改善客户支持。
挑战
在实施 Freshdesk 之前,菲律宾 7-11 对来自外部供应商合作伙伴的客户支持分析和报告的了解有限。他们还缺乏对呼叫量和放弃呼叫量的深入了解。
解决方案
7-11 决定将其客户支持功能引入内部,并探索帮助台解决方案。他们选择 Freshdesk 是因为其成本效益以及与 Freshdesk 联络中心的集成。 Freshdesk 使他们能够控制和了解客户支持。
运营影响
  • The implementation of Freshdesk has brought about significant operational improvements for 7-Eleven Philippines. The scenario automations feature has been particularly impactful, enabling the company to handle a large volume of queries through social media channels efficiently. This has resulted in faster response times and improved customer service. The user-friendly tools have also made it easy to train and onboard new agents, leading to faster agent onboarding times. On the management side, the detailed Reporting and Analytics feature has provided complete visibility into support metrics, enabling the team to closely monitor first-response time and ticket resolution time. The company is now able to see the arrival patterns of the calls and tickets, and how quickly their agents are able to respond to them.

数量效益
  • 98% of tickets resolved within Service Level Agreements (SLAs)

  • First-response time reduced to 3 hours

  • 95% of calls resolved within SLAs

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