Freshworks > 实例探究 > 提高客户满意度和洞察力:爱丁堡有轨电车与 Freshworks 的成功

提高客户满意度和洞察力:爱丁堡有轨电车与 Freshworks 的成功

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技术
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 金融与保险
  • 电信
适用功能
  • 销售与市场营销
用例
  • 时间敏感网络
关于客户
爱丁堡有轨电车公司是一家屡获殊荣的有轨电车运营商和基础设施管理公司,总部位于苏格兰首都。他们拥有 27 辆有轨电车组成的车队,每年为超过 730 万名乘客提供服务。
挑战
爱丁堡有轨电车面临着客户满意度低、报告和客户洞察不足的问题。
解决方案
爱丁堡电车采用 Freshworks 的 Freshdesk 和 Freshchat 来管理所有传入的客户查询并在单一平台上统一客户通信。
运营影响
  • The implementation of Freshworks has brought about significant improvements to customer service at Edinburgh Trams. The unified platform for managing customer queries across multiple channels has streamlined the process and improved efficiency. The live-chat functionality has enabled the team to provide real-time information and updates, enhancing customer experience. The access to complete customer profiles, past conversations and booking history has allowed the team to provide personalized and context-specific responses. The analytics and reporting feature of Freshdesk has provided valuable customer insights, helping the team identify bottlenecks and make long-term service improvements. For instance, ticket trend data revealed customer frustration due to a policy mandating a £3 minimum spend for credit card payments. This insight led to the removal of the minimum spend, improving the purchase experience.

数量效益
  • CSAT score increased from 10% to 95%

  • Average response time to customer queries reduced from 20 days to 1 hour

  • First resolution time decreased by 99%

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