Freshworks > 实例探究 > Kovai.co 如何通过 Freshdesk 实现 80% 的 CSAT 并提高性能

Kovai.co 如何通过 Freshdesk 实现 80% 的 CSAT 并提高性能

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技术
  • 平台即服务 (PaaS) - 应用开发平台
适用功能
  • 销售与市场营销
用例
  • 时间敏感网络
  • 资产跟踪
关于客户
Kovai.co 是一家 B2B SaaS 公司,拥有多种产品,适合使用 Microsoft BizTalk 和 Azure Serverless 的组织。他们已扩展到三种创收产品,在 50 多个国家/地区拥有 1500 多个客户。
挑战
在实施 Freshdesk 之前,Kovai.co 使用电子邮件提供支持,这使得与适当的团队进行交互和将查询路由到适当的团队以及遵守 SLA 变得困难。
解决方案
Kovai.co 采用 Freshdesk 作为他们的帮助台解决方案来跟踪、监控和遵守 SLA。他们还利用自动路由、预设响应和多路由功能等功能来改善整个组织的沟通和支持。
运营影响
  • The adoption of Freshdesk has transformed Kovai.co's customer support operations. The platform has enabled the company to keep track of ticket activities and adhere to the SLA deadline. It has also helped Kovai.co achieve a robust and structured reporting model. The features of Freshdesk have facilitated cross-siloed communication channels from support to engineering teams. The support team at Kovai.co has been able to play a vital role in retaining customers, ensuring customer happiness, and attracting new prospects in a short span of time. The adaptive scalability of Freshdesk has allowed Kovai.co to scale their products periodically, which has had a long-lasting impact on their customer relationships.

数量效益
  • 80% Customer Satisfaction (CSAT) score

  • 70% improved performance against SLAs

  • 70% time savings

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