Freshworks > 实例探究 > 1-grid 通过 Freshdesk 和 Freshchat 减少传入查询并提高客户满意度

1-grid 通过 Freshdesk 和 Freshchat 减少传入查询并提高客户满意度

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技术
  • 网络与连接 - 网关
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 教育
  • 设备与机械
适用功能
  • 销售与市场营销
用例
  • 租赁金融自动化
  • 物料搬运自动化
服务
  • 系统集成
  • 培训
关于客户
1-grid 是一家南非网络托管公司,专门为小型企业提供在线工具。他们拥有 35,000 名客户,以向中小企业提供可靠、安全的网络解决方案而闻名。
挑战
由于手动分配和传入的客户查询激增,1-grid 面临着客户等待时间增加的问题。他们现有的帮助台软件无法扩展以满足他们的需求,并且缺乏分段和自动路由功能。
解决方案
1-grid 实施了 Freshdesk 和 Freshchat 来改变他们的客户服务体验。他们迅速将所有客户支持代理引入新平台,为客户提供了统一的体验。他们利用自动工单路由、WhatsApp 集成和自动响应等自动化工具来缩短响应时间并减少代理必须解决的工单数量。
运营影响
  • Through the seamless interface and advanced features of Freshdesk and Freshchat, 1-grid has noticed major improvements in three key areas: volume of incoming queries, customer satisfaction and agent productivity. The company has also integrated WhatsApp chat support, which is already receiving around 50 chat queries per day without any marketing. The company plans to expand its self-service capabilities to reduce agent workload. They are in the process of expanding their Knowledge Base so that customers can refer to self-help articles to find solutions for common concerns. They are also implementing new tools in the customer portal that will help customers carry out more tasks - such as enabling or disabling domain renewal - by themselves.

数量效益
  • 40% decrease in queries: Before Freshworks, 1-grid averaged around 12,000 customer queries each month. Since recurrent queries are now resolved automatically, the total monthly queries has dropped to 7,000.

  • 81% CSAT score: Customer satisfaction has increased from 60% to 80% due in large part to the faster resolution times made possible by Freshchat.

  • Response time improvement: One of 1-grid’s main objectives was to improve resolution times for their customers. Through the combination of Freshdesk and Freshchat, they have managed to improve response time by 80%.

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