改善客户支持以及与 Freshdesk 的协作：Hindawi 案例研究
技术
- 应用基础设施与中间件 - 数据交换与集成
- 应用基础设施与中间件 - 中间件、SDK 和库
适用行业
- 建筑物
- 水泥
适用功能
- 产品研发
- 销售与市场营销
用例
- 人员跟踪与监控
- 时间敏感网络
服务
- 系统集成
- 培训
关于客户
Hindawi 是出版业的领先颠覆者，也是全球最大的同行评审开放获取期刊出版商之一。他们拥有广泛的客户群，包括作者、编辑、审稿人和读者。他们的使命是让学术研究向所有人开放并开放。
挑战
最初，Hindawi 通过 Gmail 管理支持，但他们意识到公司发展太快，这种方法无法保持有效。共享收件箱设置还意味着收到的票证没有明确的所有权，从而导致响应和解决方案的延迟。
解决方案
Hindawi 将 Freshdesk 实施为专用帮助台解决方案。他们采用了“隐藏服务台”方法，通过 Hindawi 供应商员工的个人电子邮件 ID 进行客户沟通。他们还利用了查询的自动分配，并利用了标记代理和团队、票证响应模板、与 Jira 集成以及高级报告和分析等功能。
运营影响
数量效益
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