Freshworks > 实例探究 > MISA 如何通过 Freshdesk 改善客户支持并实现高票务偏转

MISA 如何通过 Freshdesk 改善客户支持并实现高票务偏转

技术

网络与连接 - 5G

适用行业

服装
零售

适用功能

采购
产品研发

用例

对话机器人
需求计划与预测

关于客户

MISA是一家成立于2016年的在线时尚零售商。他们重视与顾客的人际沟通，努力提供个性化的体验。

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挑战

在线时装零售商 MISA 在新冠肺炎 (COVID-19) 疫情期间在线需求增加，导致支持量和客户对订单和交货状态的询问增加。

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解决方案

MISA 使用 Freshdesk 来管理客户支持和沟通。他们对问题进行优先级排序，通过协作功能与团队保持联系，并通过预设回复节省时间。

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运营影响

The implementation of Freshdesk significantly improved MISA's operational efficiency. The ticketing system allowed for better prioritization and handling of customer queries, ensuring that urgent issues received immediate attention. The platform's collaboration feature facilitated seamless communication among the team members, improving coordination despite the remote work setup. The use of canned responses not only saved time but also maintained the personal touch in customer interactions, a core value of MISA. Looking ahead, the planned implementation of AI and chatbots is expected to further enhance customer support, ensuring round-the-clock assistance and reducing the backlog of queries. Overall, Freshdesk has been instrumental in helping MISA manage the increased digital demand and maintain their commitment to providing a personalized customer experience.

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数量效益

50% query deflection rate achieved with the help of Freshdesk’s canned responses.
Significant increase in order volume, from 30-50 orders a day to about 70-100 a day.
49% return customer rate due to MISA's commitment to personalized customer experience.

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