Freshworks > 实例探究 > Freshdesk 如何帮助 Campaigntrack 实现卓越的客户服务

Freshdesk 如何帮助 Campaigntrack 实现卓越的客户服务

技术

应用基础设施与中间件 - 中间件、SDK 和库
平台即服务 (PaaS) - 应用开发平台

适用行业

建筑物
电信

适用功能

销售与市场营销

用例

面部识别
时间敏感网络

服务

系统集成
培训

关于客户

Campaigntrack 是澳大利亚最大的房地产营销公司，每年为 4000 名客户提供服务并执行 170,000 多个营销活动。他们为住宅和商业地产提供全方位服务的营销平台，包括数字服务和财务对账咨询。

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挑战

在过去 15 年的发展历程中，Campaigntrack 的客户服务团队面临三个主要挑战：严重依赖个体代理、内部协作困难以及无法监督代理绩效。

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解决方案

Campaigntrack 选择 Freshdesk 作为其客户服务平台来应对这些挑战。他们从共享收件箱过渡到 Freshdesk，这提高了透明度和问责制。 Freshdesk 的知识库和帮助小部件等功能减少了客户对支持团队的依赖并提高了效率。 Campaigntrack 还将 Freshdesk 与 Slack、Twilio 和 Help Widget 等其他软件集成，以提供无缝体验。

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运营影响

The implementation of Freshworks resulted in significant operational improvements for Campaigntrack. The company was able to transition smoothly to a remote work environment during the COVID-19 pandemic, thanks to Freshworks' cloud-based system. The platform's user-friendly and intuitive nature made it easy for the team to adapt to the new system, leading to positive feedback from employees. The company was able to focus more on helping the customer rather than dealing with system complexities. The integration of Freshworks with other software provided a seamless experience for users, improving the overall customer experience. The company is now looking to further enhance their self-service capabilities and integrate their CRM, phone system, and social media with Freshdesk to create a holistic customer engagement platform.

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数量效益

Reduced the number of phone calls from 8000 to approximately 4000, distributing inquiries more evenly across other channels.
Achieved an average first response time of 4 minutes.
Achieved an average resolution time of 4 hours.

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