Fluid Services Enhances Customer Support and Agent Accountability with Freshdesk

The implementation of Freshdesk has led to significant operational improvements at Fluid Services. The system has ensured fair and even distribution of work across the team, eliminating the need for close monitoring of agent productivity metrics. The integration with Textline has allowed the company to automate several repetitive questions, freeing up time for other tasks. The company has also created an interactive knowledge base using Freshdesk, providing agents with a constantly updated reference guide. The simplified interface and interactive knowledge base have reduced training times and improved team morale. The technology-driven system has also facilitated cross-team collaboration. The improved support setup has led to positive customer reviews, with customers appreciating the responsiveness and variety of support channels. The integrated Freshdesk-Textline setup has transformed the company's customer support, making the customer journey smoother.

50% reduction in agent onboarding time, from 4-5 months to just 60 days

2X surge in ticket volume successfully managed with the integrated Freshdesk and Textline solution

90 minutes saved daily with the Freshdesk and Textline integration, reducing phone support hours