Freshworks > 实例探究 > 改善客户支持和协作:Fitness Passport 与 Freshworks 的成功

改善客户支持和协作:Fitness Passport 与 Freshworks 的成功

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适用行业
  • 医疗保健和医院
适用功能
  • 设施管理
  • 人力资源
用例
  • 时间敏感网络
关于客户
健身护照是一项企业健康和健身计划,为澳大利亚符合条件的企业的员工提供使用各种当地健康和健身设施的机会。
挑战
Fitness Passport 面临着数据和报告不准确、缺乏关键业务决策洞察力以及缺乏跨团队协作等挑战。
解决方案
Fitness Passport 实施 Freshdesk 来简化通信并提高数据准确性。他们还利用 Freshdesk 的高级分析和报告功能来获取见解并做出关键业务决策。此外,他们还通过 Freshdesk 客户门户推广自助服务,并实施了人工智能驱动的聊天机器人以提供即时帮助。 Freshconnect 用于支持团队内部的协作。
运营影响
  • The implementation of Freshdesk has brought about significant operational improvements for Fitness Passport. The advanced analytics and reporting capabilities have enabled the organization to make informed business decisions. The self-service options, including the AI-powered chatbot, have not only reduced the volume of routine queries but also improved member satisfaction. The ability to collaborate within a ticket has saved valuable time for agents and improved their efficiency. The organization is now able to deliver better service experiences for its members. Moving forward, Fitness Passport plans to explore the CSAT functionality of Freshdesk to better understand and meet member expectations. They are also in the process of implementing Freshsales to engage members effectively at every step of their journey.

数量效益
  • 30% reduction in customer inquiries due to the implementation of self-service options

  • High accuracy in forecasting staffing requirements 12 months down the line

  • Significant time savings for agents due to the ability to collaborate within a ticket

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