Freshworks > 实例探究 > Freshdesk 帮助克恩高中区简化支持运营

Freshdesk 帮助克恩高中区简化支持运营

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技术
  • 分析与建模 - 大数据分析
  • 分析与建模 - 数据即服务
适用行业
  • 教育
  • 玻璃
用例
  • 人员跟踪与监控
  • 时间敏感网络
服务
  • 系统集成
关于客户
KHSD 是加利福尼亚州的一个学区,拥有 18 所综合高中和 11 所另类、成人、职业技术和特殊教育机构,为超过 45,000 名学生提供服务。
挑战
KHSD 为不同的职能设有单独的支持团队,导致混乱和缺乏可见性。他们需要一个能够满足所有请求的单一管理平台的系统。
解决方案
Freshdesk 的推出是为每张票证分配所有权和责任,从而提供更好的客户体验。它还提高了支持团队的效率,并可以鸟瞰座席的绩效。
运营影响
  • The implementation of Freshdesk has brought about significant operational improvements for KHSD. The system has simplified communications for customers, eliminating the 'bureaucratic shuffle' and reducing frustration. It has also improved the efficiency of the support team, enabling them to resolve tickets faster. The ability to assign ownership and accountability to each ticket has enhanced the customer experience, providing them with a single point of contact for all support requests. From a managerial perspective, Freshdesk's reporting and analytics tools have provided invaluable insights into agent performance, helping to ensure an equitable balance between workload and pending tickets. Furthermore, the intuitive design of Freshdesk has reduced the ramp-up time for onboarding new agents, making it easier for new hires to get started.

数量效益
  • 100% resolution within Service Level Agreement (SLA)

  • 100% Customer Satisfaction (CSAT) score

  • Significant reduction in ramp-up time for onboarding new agents

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