Freshworks > 实例探究 > 简化客户支持运营:Diversey 凭借 Freshdesk 取得的成功

简化客户支持运营:Diversey 凭借 Freshdesk 取得的成功

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技术
  • 平台即服务 (PaaS) - 应用开发平台
  • 传感器 - 化学传感器
适用行业
  • 化学品
  • 零售
适用功能
  • 销售与市场营销
用例
  • 资产跟踪
服务
  • 系统集成
关于客户
Diversey 是一家全球卫生用品公司,业务遍及 80 个国家。他们为酒店、零售、BSC 和餐饮服务等行业的超过 85,000 名客户提供服务。他们通过一系列产品、服务和技术提供卫生、感染预防和清洁解决方案。
挑战
Diversey 的客户支持团队使用电子邮件和电子邮件组与客户和员工互动,导致上下文丢失、混乱和更长的问题解决时间。他们还面临着收件箱堵塞、重复性任务、缺乏客户历史记录以及客户查询零透明度等挑战。
解决方案
Diversey 实施了 Freshdesk(一种帮助台解决方案)来简化其客户支持操作。 Freshdesk 提供透明度、票证管理和报告功能。它允许将电子邮件转换为门票,使客户更容易与品牌互动。全渠道支持、预设响应和直观的用户体验等功能提高了生产力和协作。
运营影响
  • With Freshdesk, Diversey was able to streamline its operations across different touchpoints of its business and focus on scaling the brand. They were able to handle more volumes of tickets/queries with almost equal to or lesser effort than before. Freshdesk brought in a much-needed overview of their team. Tracking all tickets on a single dashboard made life simple and helped them focus on more important tasks. Their favorite features on Freshdesk include Canned responses, ticket types, and Reporting. It helped their team work from the inside of a ticket with zero compromises on context. Tickets get auto-assigned based on priority. Diversey’s team now overlooks ticket assignments and keeps track of business SLAs, something that was non-existent in email. Ticket types make it easy to spot a ticket with unresolved issues. All one needs to do is search for a particular issue and all the tickets belonging to that issue instantaneously show up. Every agent becomes more productive as they’re not looking into queries that don’t need their attention. Diversey has unlocked optimized productivity and across-the-board transparency with Freshdesk. Scaling according to demand has become easy and no customer query ever goes missing.

数量效益
  • 100% increase in productivity

  • 100% better KPI creation & delivery

  • 100% agent satisfaction

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