Freshworks > 实例探究 > Mama Money 通过 Freshchat 将解决方案 SLA 提高了 40%

Mama Money 通过 Freshchat 将解决方案 SLA 提高了 40%

技术

分析与建模 - 机器人过程自动化 (RPA)
平台即服务 (PaaS) - 应用开发平台

适用行业

金融与保险

适用功能

销售与市场营销

用例

对话机器人
资产跟踪

服务

系统集成

关于客户

Mama Money 是一家快速发展的科技公司，旨在通过降低跨境支付成本来帮助非洲和亚洲侨民汇款回家。他们在非洲和亚洲 19 个国家开展业务。

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挑战

Mama Money 使用 Google Sheets 跟踪所有客户互动，从而导致可扩展性和增长问题。他们需要一个能够识别新渠道、处理增加的音量并提供简单 UI 的解决方案。

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解决方案

Mama Money 实施了 Freshchat 和 Freshdesk，以实现可扩展的整体客户体验。他们还将 Freshchat 与 WhatsApp 集成，以实现更快、更方便的客户互动。他们使用机器人来处理越来越多的问题，并在应用程序内实现了应用内聊天和自助服务机器人。

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运营影响

The integration of Freshchat and Freshdesk, along with the use of WhatsApp, has significantly improved Mama Money's customer support operations. The simple and intuitive user interface has made it easier for agents to provide personalized customer support at scale. The ability to track SLAs has helped managers identify and address operational issues more effectively. The use of bots to handle basic queries has also helped manage the increased volume of customer interactions. Overall, the new system has enabled Mama Money to provide better customer experiences while maintaining their promise of sending more money home.

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数量效益

First Contact Resolution ability improved by 34%
Achieved 82% of their resolution SLAs
Number of conversations initiated increased 16X — from 1500 per month to 25000 per month

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