Freshworks > 实例探究 > 使用 Freshdesk 简化全球考试运营:案例研究

使用 Freshdesk 简化全球考试运营:案例研究

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技术
  • 网络与连接 - 5G
  • 传感器 - 触觉传感器
适用行业
  • 教育
  • 电信
适用功能
  • 质量保证
  • 销售与市场营销
用例
  • 视觉质量检测
服务
  • 测试与认证
  • 培训
关于客户
LAMDA 是一家戏剧学校和颁奖组织,在全球范围内提供课程和考试。
挑战
由于 COVID-19,LAMDA 不得不转向远程工作,导致客户查询增加和客户服务团队减少。
解决方案
LAMDA 使用 Freshdesk 来简化客户支持并有效管理大量的票证。
运营影响
  • Despite the challenges posed by the COVID-19 pandemic, LAMDA's support team was able to deliver stellar customer support. The 'Merge Tickets' feature on Freshdesk allowed the team to avoid duplication and efficiently manage related queries. The platform's ability to track every interaction with a customer helped avoid contradictions or repetitions in communication, providing a clearer audit trail. The internal collaboration feature facilitated the involvement of multiple departments in resolving a ticket, significantly reducing the average resolution time. As the team returns to the office, they plan to focus on improving the quality of support even further by analyzing reports and analytics on Freshdesk. With a reliable support solution as its backbone, LAMDA is now focusing on growth and is developing its exams database to increase efficiency and reach its pre-COVID growth rate.

数量效益
  • Significant reduction in the average resolution time of a ticket due to Freshdesk's internal collaboration feature.

  • Exponential increase in the number of tickets managed through Freshdesk due to the discontinuation of phone support.

  • Efficient handling of a larger number of tickets per agent due to the reduction in the size of the customer service team.

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