Freshworks > 实例探究 > 使用 Freshdesk 简化全球支持运营:案例研究

使用 Freshdesk 简化全球支持运营:案例研究

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技术
  • 传感器 - 化学传感器
  • 传感器 - 液体检测传感器
适用行业
  • 教育
  • 生命科学
适用功能
  • 销售与市场营销
服务
  • 培训
关于客户
乔治费歇尔管道系统 (GFPS) 是管道系统领先供应商乔治费歇尔的子公司
挑战
GFPS 的全球客户依靠其销售办事处和生产公司进行技术查询和支持
解决方案
实施 Freshdesk 以简化沟通和知识共享
运营影响
  • The implementation of Freshdesk has significantly improved the efficiency and effectiveness of GFPS's global support operations. The visibility of all requests and answers has facilitated learning within the team and enabled the creation of FAQs. It has also allowed for better management of queries, especially when a team member is out of office or when a question recurs. The team now has more clarity on where most questions come from and in which product area they have most requests. The ability to collaborate with colleagues and subject experts within the same platform has also enhanced the speed and quality of responses to more specialized queries. Overall, the process of answering technical and complicated queries has become much easier with Freshdesk.

数量效益
  • First Response SLA adherence improved to 95%

  • Average Response Time reduced to 9 hrs 13 mins

  • Support operations streamlined across 6 channels

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