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Freshworks > 实例探究 > Cure.fit 通过 Freshdesk 为支持团队提供支持并改善客户体验
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Cure.fit Enhances Customer Support and Adherence to SLAs with Freshdesk

技术
  • 应用基础设施与中间件 - 数据交换与集成
  • 应用基础设施与中间件 - 中间件、SDK 和库
适用行业
  • 建筑物
  • 水泥
适用功能
  • 维护
  • 销售与市场营销
用例
  • 楼宇自动化与控制
  • 现场人员安全管理
服务
  • 系统集成
  • 培训
挑战
Cure.fit 需要维持敏捷的支持团队、提高故障单解决速度并全面了解客户旅程。
关于客户
Cure.fit 是印度健身行业的颠覆者,提供健身课程、心理健康、食品和远程医疗服务。
解决方案
Cure.fit 实施 Freshdesk 来简化支持、改善员工体验和安全、微调工单生命周期以提高效率,并添加集成以实现多渠道体验。
运营影响
  • The implementation of Freshdesk has significantly improved Cure.fit's customer support operations. The automatic routing of tickets based on verticals and the integration with CRM and Jira to track ticket progress have streamlined the ticket resolution process. The development of an employee SOS button has also improved safety for gym trainers and delivery executives. The company has been able to maintain a relatively small support team despite having a large customer base across India. The use of Freshdesk has also enabled the company to provide a more personalized and efficient customer service experience. Looking ahead, Cure.fit plans to continue evolving its online offerings and is considering adding WhatsApp as a support platform, in addition to improving response times on social media, particularly Instagram.

数量效益
  • 95% of tickets resolved within Service Level Agreements (SLAs)

  • 60% of tickets resolved within 4 hours

  • 76% of tickets resolved within 12 hours

相关案例.

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