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Freshworks > 实例探究 > Big Bus Tours 如何通过 Freshdesk 全渠道转变客户支持
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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
  • The deployment of Freshdesk Omnichannel resulted in a significant improvement in Big Bus Tours' customer service operations. The company was able to centralize their support hub, ensuring complete visibility into customer data for the agents. This led to a more efficient and unified customer service experience. The use of Freshchat as the preferred channel of support for customers and the integration of a bot-led workflow helped manage query volume without overwhelming the support agents. The use of Freshconnect improved cross-functional collaboration, enabling clear communication with external stakeholders like travel advisors and partners. The company was also able to leverage analytics from Freshchat to set up better operating procedures and identify revenue opportunities.

数量效益
  • CSAT rating improved to 4.8/5.0

  • Average number of interactions per day is 500

  • Rise in CSAT after deployment was 25%

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