Freshworks > 实例探究 > BrewDog:在不确定时期提供卓越的客户服务

BrewDog:在不确定时期提供卓越的客户服务

Freshworks Logo
技术
  • 网络安全和隐私 - 身份认证管理
  • 传感器 - 自动驾驶传感器
适用行业
  • 电子商务
  • 零售
适用功能
  • 销售与市场营销
用例
  • 零售店自动化
  • 时间敏感网络
关于客户
BrewDog 是一家诞生于苏格兰的精酿啤酒公司,在全球拥有 100 家酒吧。他们有一个由股东、朋友和客户组成的社区,被称为“股权朋克”,他们对精酿啤酒充满热情。 BrewDog 旨在提供个性化服务,重视客户透明度和创新。
挑战
由于越来越多的人呆在家里并在线订购啤酒,BrewDog 面临着客户服务活动的增加。他们还必须处理有关社区和企业社会责任项目的一般联系和问题。 COVID-19 大流行加速了客户服务流程变革和自动化的需求。
解决方案
BrewDog 采用 Freshdesk 来管理其客户服务运营。他们专注于自动化以节省时间和精力,使用 Freshdesk 的功能来消除重复和手动任务。他们还利用 Freshdesk 的分析来识别趋势并提供反馈以改进其电子商务流程。 BrewDog 通过更新知识库文章和常见问题解答来增强其自助服务能力。他们优先考虑客户体验,并将客户服务渠道扩展至社交媒体平台。
运营影响
  • The implementation of Freshdesk and the shift towards automation significantly improved BrewDog's customer service operations. The team was able to manage the increased volume of customer inquiries effectively and efficiently. The internal chat collaboration tool within Freshdesk facilitated better team collaboration, which was crucial as the team was now working from home. The real-time trend identification provided by Freshdesk Analytics allowed BrewDog to quickly adapt to customer needs and preferences. The enhancement of their self-service capabilities and the expansion of their customer service to include social media channels further improved their customer service. Despite the increase in incoming volumes, BrewDog saw a jump in CSAT scores by 10%, indicating high customer satisfaction. The company is now looking to further improve their customer service by incorporating live chat.

数量效益
  • Increase in CSAT scores by 10%

  • Growth in volumes since lockdown by 10x

  • Decrease in social contact by 29% over the last month after integrating social media channels

Case Study missing?

Start adding your own!

Register with your work email and create a new case study profile for your business.

Add New Record

相关案例.

联系我们

欢迎与我们交流!
* Required
* Required
* Required
* Invalid email address
提交此表单,即表示您同意 IoT ONE 可以与您联系并分享洞察和营销信息。
不,谢谢,我不想收到来自 IoT ONE 的任何营销电子邮件。
提交

感谢您的信息!
我们会很快与你取得联系。