Fantastic Services Doubles Chat ROI with Freshchat Implementation

• Functional Applications - Computerized Maintenance Management Systems (CMMS)
• Platform as a Service (PaaS) - Application Development Platforms

• Buildings
• Telecommunications

• Maintenance
• Sales & Marketing

• Time Sensitive Networking

Fantastic Services, a property maintenance service provider, was facing challenges with its custom-built live chat platform. The platform had limited capabilities and features, which resulted in agents spending more time manually picking up tickets and waiting for replies from idle customers, reducing agent concurrency. Furthermore, despite having a full in-house development team, maintaining the chat platform was proving to be difficult. Technical updates and maintenance slowed down support, and the company found it hard to manage the chat channel without external assistance. The company needed a solution that could enhance the efficiency of their sales and customer service teams and improve their chat-generated revenue.

Fantastic Services is a comprehensive property maintenance service provider with operations in the UK, US, and Australia. The company assists over 60,000 people every month with services such as cleaning, gardening, plumbing, and pest control. Founded by Rune Sovndahl and Anton Skarlatov, Fantastic Services aims to provide reliable property maintenance services at the click of a button. The company collaborates with over 500 qualified franchisees and 2,000 professionals across three continents to deliver door-to-door property maintenance services. While the franchise partners specialize in maintenance, the in-house team focuses on sales, marketing, and customer service.

Fantastic Services found the perfect solution in Freshchat, a chat platform with a myriad of features and ease-of-use. Freshchat enabled the sales and customer service teams to scale their chat channel and use it not just for customer service but for revenue generation as well. Two key features of Freshchat, IntelliAssign and 'Read Receipts', improved agent productivity. IntelliAssign routed chats to the appropriate team based on customer requirements and location, saving valuable time. 'Read Receipts' informed agents if the customer had seen their message, helping prioritize active vs passive conversations. Furthermore, Freshchat's proactive trigger messages captured the attention of new website visitors, increasing conversion rates. The auto-resolve feature, which closes idle conversations after 15 minutes, and a first response rate of 1 minute and 30 seconds, helped maintain high standards of customer service.

• The implementation of Freshchat significantly improved the operational efficiency of Fantastic Services. The platform's features allowed the company to better manage their chat channel, resulting in increased agent productivity and improved customer service. The ability to prioritize active conversations and automatically close idle ones helped save time and resources. Furthermore, the platform's proactive trigger messages and consistent messaging increased visibility and customer engagement, leading to higher conversion rates. During the COVID-19 pandemic, the company was able to pivot its offerings and reach new customer bases, such as students and expatriates, through the chat channel. The company is now looking to further automate customer queries with the help of bots, demonstrating the scalability and adaptability of the Freshchat platform.

• Chat ROI with Freshchat increased by 100%

• Conversion rate through chat increased by 10%

• Maintained a CSAT score of 4.8 through the chat channel