Freshworks > 实例探究 > Freshworks 为 Collinson 提供全渠道互动解决方案,以改善客户服务

Freshworks 为 Collinson 提供全渠道互动解决方案,以改善客户服务

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技术
  • 网络与连接 - 5G
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 医疗保健和医院
  • 电信
适用功能
  • 质量保证
  • 销售与市场营销
用例
  • 实验自动化
  • 时间敏感网络
服务
  • 系统集成
  • 培训
关于客户
Collinson 是客户利益和忠诚度方面的全球领导者。提供卓越的旅行、援助和保险产品,使价值主张与众不同,并提供忠诚度解决方案,赢得更深入、更有价值的客户关系。
挑战
数字时代的客户服务围绕多种沟通渠道,也称为全渠道客户服务。无论是通过电子邮件、电话还是社交媒体,86% 的消费者希望品牌通过他们喜欢的渠道与他们沟通。全渠道客户服务可帮助企业获得 360 度客户视角,主动了解他们的需求并提供更有意义的体验。
解决方案
Freshdesk 由 Freshworks 设计,是一种基于云的全渠道互动解决方案,可帮助客服人员通过劳动力自动化快速解决客户询问。 Freshdesk 仪表板通过一个统一的界面提供跨多个渠道的可见性,例如聊天、电子邮件和语音。 Freshworks 使用 Amazon Web Services (AWS) 来运行 Freshdesk 及其其他软件解决方案。
运营影响
  • The implementation of Freshdesk has not only helped Collinson bring out new channels but has also associated communications in a more omnichannel way. The company now has a unified view of the customer in real-time, allowing it to see any trends emerging and mitigate those quickly. This has resulted in a more efficient process for both the customer and the company. Collinson has also introduced a dynamic feedback channel for customers as part of the Freshworks implementation, allowing customers to give a star rating after each interaction with the company. The efficiency gains have extended beyond the agent population to the company’s technical teams. With the Freshdesk feature suite and the Freshworks Neo platform’s marketplace, in-house teams can experiment with new apps to solve their challenges and implement solutions independently. Integrations have also been simplified with Freshdesk, improving customer satisfaction.

数量效益
  • The system now handles 1,200 testing-related chats per day across 13 testing sites in the US, the UK, and the Asia-Pacific region.

  • When new travel guidelines are released, the system can serve spikes of up to 45 percent in customer service traffic.

  • The business now has 120 automations running in Freshdesk, improving agent productivity and allowing for quality control audits.

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