Freshworks > 实例探究 > 使用 Freshdesk 提高客户服务效率和自助服务采用率

使用 Freshdesk 提高客户服务效率和自助服务采用率

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技术
  • 应用基础设施与中间件 - 数据交换与集成
  • 基础设施即服务 (IaaS) - 云数据库
适用行业
  • 设备与机械
适用功能
  • 销售与市场营销
用例
  • 租赁金融自动化
  • 物料搬运自动化
服务
  • 系统集成
关于客户
MediusGo 是一家瑞典软件公司,提供基于云的支出管理解决方案。他们在全球拥有 4000 多个客户和 500,000 个唯一用户。他们的应用程序之一是 MediusGo,这是一种基于云的工具,可以自动化应付账款流程。
挑战
MediusGo 希望减少支持请求的数量并提高客户对自助服务的采用。
解决方案
MediusGo 选择 Freshdesk 作为他们的客户服务提供商,因为它易于使用且具有广泛的自动化功能。他们利用 Freshdesk 的自动化功能来减少客户提出票证所需的工作量,并为常见票证场景创建自动化功能。他们还将 Freshdesk 与其内部系统集成,以主动解决技术问题并减少停机时间。
运营影响
  • The implementation of Freshdesk has allowed MediusGo to become more proactive in controlling and resolving technical issues, resulting in a smoother experience for customers. They have built an API-based integration between their in-house system and the customer ERP. If a syncing error occurs when a customer performs an action in the ERP, the team is notified and can immediately alert the customer and provide a solution. This proactive approach has resulted in fewer technical glitches and happier customers. The mobility of the Freshdesk app has also allowed agents at MediusGo to be responsive at all times to customer issues, even when working from home. The knowledge base, updated every two weeks with articles in Swedish and English, has helped deflect routine questions and reduce the agent workload.

数量效益
  • Reduced the number of customer queries by 40%.

  • Saved around 1 minute per ticket through automation, which cumulatively translates to one employee’s workload per year.

  • Reduced the time to notify customers of an issue to around 15-20 minutes, significantly reducing downtime.

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