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Big Bus Tours: Building a Unified Support Hub with Freshdesk Omnichannel
技术
- 分析与建模 - 机器人过程自动化 (RPA)
- 网络安全和隐私 - 身份认证管理
适用行业
- 汽车
- 电信
适用功能
- 销售与市场营销
用例
- 公共交通管理
- 时间敏感网络
挑战
Big Bus Tours 的支持团队分散，无法了解客户背景，也没有数据来识别创收机会。
关于客户
Big Bus Tours 是世界上最大的敞篷观光服务公司，业务遍及 4 大洲 23 个城市。他们每年为超过 700 万客户提供服务。
解决方案
Big Bus Tours 部署了 Freshdesk 全渠道来创建集中式支持中心、统一客户数据并添加工作流程来管理查询量。他们还使用 Freshchat 来实现机器人主导的工作流程以及客户偏好的上下文可见性。 Freshcaller 被用作现场和支持团队之间的桥梁，Freshconnect 用于跨职能协作。 Freshchat 的分析不仅用于支持，还用于识别收入机会。
运营影响
数量效益
相关案例.
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