Freshworks > 实例探究 > 脱颖而出:Cutter Group 如何利用 Freshdesk 彻底改变客户服务

脱颖而出:Cutter Group 如何利用 Freshdesk 彻底改变客户服务

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技术
  • 基础设施即服务 (IaaS) - 虚拟私有云
  • 可穿戴设备 - 虚拟现实(VR)眼镜/耳机/控制器
适用行业
  • 教育
  • 玻璃
适用功能
  • 质量保证
  • 销售与市场营销
用例
  • 对话机器人
  • 时间敏感网络
服务
  • 系统集成
关于客户
Cutter Group 与各个行业的组织合作,包括医疗保健、公共部门、制造、教育和生产。他们提供虚拟基础设施解决方案,例如桌面、服务器、存储、备份、复制和远程访问。
挑战
Cutter Group 希望通过在一个以糟糕的客户体验而闻名的行业中提供卓越的客户服务,从而在市场中脱颖而出。他们需要一个系统来管理不断增长的票数并生成有关支持指标的全面报告。
解决方案
Cutter 实施了 Freshdesk(同类最佳的支持平台)来简化客户服务运营。 Freshdesk 的自动化功能有助于改进工作流程并更好地管理数据。 Freshdesk Analytics 提供全面的报告,减少了生成月度报告所花费的时间。 Freshdesk 促进了远程工作环境的发展,实现了整个团队的可见性和沟通。
运营影响
  • The implementation of Freshdesk has significantly improved Cutter Group's customer service operations. The company has been able to maintain its high standard of customer service despite the increasing volume of customer queries and the complexity of their needs. The automation capabilities of Freshdesk have improved workflows and data management, enabling the company to categorize and route each ticket to the right agent for faster resolution. Freshdesk Analytics has also significantly reduced the time spent on generating monthly reports. The software has also been instrumental in helping the company navigate the challenges posed by the COVID-19 pandemic. Despite a 40% increase in support volumes, the company was able to maintain business continuity and meet customer expectations. Looking forward, Cutter Group is considering implementing an omnichannel approach to customer service and incorporating AI and automation into their customer service.

数量效益
  • Average first response time reduced to 15 minutes

  • Average resolution time reduced to 8 hours

  • Monthly ticket count increased by nearly 600 after onboarding a big-ticket customer

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