Freshworks > 实例探究 > 出色的服务通过 Freshchat 提高聊天投资回报率和客户满意度

出色的服务通过 Freshchat 提高聊天投资回报率和客户满意度

Freshworks Logo
技术
  • 功能应用 - 计算机化维护管理系统 (CMMS)
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 建筑物
  • 电信
适用功能
  • 维护
  • 销售与市场营销
用例
  • 时间敏感网络
关于客户
Fantastic Services 是一家提供物业维护服务的一站式商店,在英国、美国和澳大利亚开展业务。他们与特许经营合作伙伴和专业人士合作,提供上门服务。内部团队专注于销售、营销和客户服务。
挑战
Fantastic Services 的定制实时聊天平台面临着挑战,包括有限的功能和特性,以及需要技术专业知识来维护它。
解决方案
该公司采用 Freshchat 作为他们的聊天平台,该平台提供了多种功能且易于使用。 Freshchat 通过 IntelliAssign 和“已读收据”等功能帮助提高客服人员的工作效率。它还通过主动触发消息的可见性提高了转化率。此外,Freshchat 使客服人员能够通过自动解决功能提供高效的客户服务,并获得了很高的 CSAT 分数。
运营影响
  • The implementation of Freshchat significantly improved the operational efficiency of Fantastic Services. The platform's features allowed the company to better manage their chat channel, resulting in increased agent productivity and improved customer service. The ability to prioritize active conversations and automatically close idle ones helped save time and resources. Furthermore, the platform's proactive trigger messages and consistent messaging increased visibility and customer engagement, leading to higher conversion rates. During the COVID-19 pandemic, the company was able to pivot its offerings and reach new customer bases, such as students and expatriates, through the chat channel. The company is now looking to further automate customer queries with the help of bots, demonstrating the scalability and adaptability of the Freshchat platform.

数量效益
  • Chat ROI with Freshchat increased by 100%

  • Conversion rate through chat increased by 10%

  • Maintained a CSAT score of 4.8 through the chat channel

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。