Freshworks > 实例探究 > FinAccel 通过 Freshchat 获得 98% 的客户满意度

FinAccel 通过 Freshchat 获得 98% 的客户满意度

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技术
  • 自动化与控制 - 人机界面 (HMI)
适用行业
  • 电子商务
  • 零售
适用功能
  • 销售与市场营销
用例
  • 租赁金融自动化
  • 时间敏感网络
服务
  • 培训
关于客户
FinAccel 是一家印度尼西亚金融科技公司,在东南亚提供零售信贷产品。他们的旗舰产品 Kredivo 是该国最大且增长最快的数字信用卡。他们被公认为全球金融科技百强公司之一,也是东南亚领先的金融科技公司。
挑战
FinAccel 需要电子邮件和电话支持之外的替代方案,以将自己打造成印度尼西亚金融科技领域的客户服务领导者。他们希望实施实时聊天,为用户(尤其是印度尼西亚千禧一代)提供对话体验。
解决方案
FinAccel 实施了 Freshchat 和 Freshdesk 的开箱即用解决方案,以简化其客户支持运营。 Freshdesk 允许将客户电子邮件作为唯一的票证分配给特定的支持代理,从而提供有关客户查询的完整上下文。 Freshchat 在 Kredivo 移动应用程序中提供,成为 FinAccel 的主要支持渠道。
运营影响
  • The implementation of Freshchat and Freshdesk’s solution transformed FinAccel's customer support operations. The system provided complete context on customer queries, which was not possible with a shared inbox, and held agents accountable. The integration of Freshchat into the Kredivo mobile app led to a significant increase in customer engagement, with chat becoming the primary support channel. The 'priority inbox' feature allowed agents to prioritize chats based on waiting times, improving efficiency and customer satisfaction. The 'assignment rules' feature ensured that conversations were automatically assigned to the right team or agent, depending on the type of customer and the nature of their query. This feature, along with the IntelliAssign feature, ensured a balanced workload across the team and prevented any single agent from being overburdened.

数量效益
  • Chat became the primary support channel, handling 65% of queries across all channels

  • The support team began receiving upwards of 40,000 chats every month

  • Customer satisfaction rating improved to an impressive 98%

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