Freshworks > 实例探究 > 改善客户支持以及与 Freshdesk 的协作:Hindawi 案例研究

改善客户支持以及与 Freshdesk 的协作:Hindawi 案例研究

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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
  • The adoption of Freshdesk brought about significant operational improvements for Hindawi. The 'hidden helpdesk' approach allowed for a more personalized customer experience, making it feel like customers were reaching an individual staff member’s inbox rather than a centralized help desk. Collaboration between in-house and outsourced teams became seamless, with Freshdesk enabling agents to add notes to tickets and pull information from previous tickets to solve issues. The automated assignment of queries ensured quick redirection of customers to the correct contact person. The use of Freshdesk across several teams facilitated efficient handover of tickets, consistent communication in line with the brand’s voice, improved collaboration across teams, faster issue resolution, and advanced visibility into ticket metrics. Amid the COVID-19 crisis, Freshdesk's user-friendly system facilitated a smooth transition to remote work, with positive feedback from vendor staff on system notifications and tagging features that improved their productivity.

数量效益
  • Resolution SLA improved to 84%

  • First contact resolution rate increased to 80%

  • Average first response time reduced to 4 hours

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