Freshworks > 实例探究 > Freshdesk 帮助 Alice 取得卓越的客户成功

Freshdesk 帮助 Alice 取得卓越的客户成功

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适用功能
  • 销售与市场营销
用例
  • 时间敏感网络
服务
  • 系统集成
关于客户
Alice 是一家领先的旅游科技初创公司,也是以色列最大的在线旅行社 (OTA)。他们专注于客户体验和客户服务,以在市场上脱颖而出。
挑战
在实施 Freshdesk 之前,Alice 面临着一些挑战,例如缺乏工单跟踪机制、报告不充分、客服人员花时间选择工单、难以监控和跟进工单、缺乏服务水平协议 (SLA) 以及高优先级工单的升级流程,并且缺乏自动化或规则来提高效率。
解决方案
Alice 实施 Freshdesk 来管理他们的客户请求。 Freshdesk 提供了一种简单有效的机制来管理客户票证。凭借循环工单分配、自动化和规则以及用于分类和优先级的 Dispatch'r 等功能,Freshdesk 改进了响应和解决时间,消除了客服人员选择工单的需要,并优化了客服人员负载。
运营影响
  • Within a month of implementing Freshdesk, Alice saw a significant improvement in its customer service operations. The first response rate improved markedly, aligning with Alice’s overall vision of superior customer experience. The implementation of Freshdesk eliminated the need for agents to choose the tickets they would work on, thereby improving efficiency. The use of Freshdesk’s built-in automations and rules also helped agents focus on open/priority tickets, further enhancing productivity. The automated categorization and prioritization module, Dispatch’r, and built-in reporting capabilities allowed Alice to effectively determine agent loads and identify optimization opportunities. Alice plans to further enhance its customer service ecosystem by integrating Freshchat, a modern messaging software, to provide customers with a self-service mechanism using FAQs customized based on the page the user is on.

数量效益
  • Agent productivity increased by 40%

  • Open tickets reduced by 70%

  • Number of agents: 20

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