Freshworks > 实例探究 > felix mobile:利用 Freshdesk 全渠道实现客户满意度和效率

felix mobile:利用 Freshdesk 全渠道实现客户满意度和效率

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技术
  • 分析与建模 - 机器人过程自动化 (RPA)
  • 机器人 - 轮式机器人
适用行业
  • 可再生能源
  • 电信
适用功能
  • 销售与市场营销
用例
  • 对话机器人
  • 时间敏感网络
关于客户
felix mobile 是澳大利亚仅使用 SIM 卡的电信品牌,提供简单的产品和易于使用的数字服务。它们经过碳中和认证,由可再生电力供电,旨在对环境产生积极影响。
挑战
felix mobile 进入了饱和的电信市场,并希望通过数字优先的客户服务方法来脱颖而出。
解决方案
felix mobile 与 Freshworks 合作实施 Freshdesk 全渠道,为客户提供无缝的全渠道体验,并将聊天平台与 felix 的应用程序集成。他们还利用机器人和人工智能来增强他们的支持框架。
运营影响
  • The implementation of Freshdesk Omnichannel has been a success for Felix Mobile. The platform has been well-received by the team, with agents finding it easy to use and navigate. The use of agent-assist bots has also been beneficial, helping to triage questions and streamline the troubleshooting process. The company has seen a high uptake of the chat function, with 94% of customers choosing to communicate via this channel. This digital-first approach to customer service has allowed Felix Mobile to differentiate itself in a competitive market. The company's CSAT rating stands as an excellent early indicator that their support has been set up correctly, and they are excited about the potential for further growth and success in partnership with Freshworks.

数量效益
  • Felix Mobile achieved a CSAT (Customer Satisfaction Score) of 98% (4.9 out of 5)

  • The company resolves over 1900 tickets per week

  • 80.5% of tickets are deflected, indicating successful resolution without agent intervention

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