Freshworks > 实例探究 > 使用 Freshdesk 提高客户支持效率：流体服务案例研究

使用 Freshdesk 提高客户支持效率：流体服务案例研究

技术

应用基础设施与中间件 - 数据交换与集成
传感器 - 液位传感器

适用行业

教育
电信

适用功能

现场服务
销售与市场营销

用例

供应链可见性(SCV)
时间敏感网络

服务

系统集成
培训

关于客户

Fluid Services 是一家位于俄亥俄州的现场服务营销和运营公司。他们提供在线营销服务的专业知识，并拥有现场服务行业的经验。

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挑战

Fluid Services 的共享收件箱系统面临挑战，包括在处理客户请求时缺乏责任感和透明度。

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解决方案

他们转而使用 Freshdesk，这是一种帮助台解决方案，可为支持代理提供更大的可见性和责任感。他们还集成了 Textline 以提供更快的客户支持。

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运营影响

The implementation of Freshdesk has led to significant operational improvements at Fluid Services. The system has ensured fair and even distribution of work across the team, eliminating the need for close monitoring of agent productivity metrics. The integration with Textline has allowed the company to automate several repetitive questions, freeing up time for other tasks. The company has also created an interactive knowledge base using Freshdesk, providing agents with a constantly updated reference guide. The simplified interface and interactive knowledge base have reduced training times and improved team morale. The technology-driven system has also facilitated cross-team collaboration. The improved support setup has led to positive customer reviews, with customers appreciating the responsiveness and variety of support channels. The integrated Freshdesk-Textline setup has transformed the company's customer support, making the customer journey smoother.

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数量效益

50% reduction in agent onboarding time, from 4-5 months to just 60 days
2X surge in ticket volume successfully managed with the integrated Freshdesk and Textline solution
90 minutes saved daily with the Freshdesk and Textline integration, reducing phone support hours

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