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Freshworks > 实例探究 > 使用 Freshdesk 提高客户支持和效率:ESS 案例研究
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Freshdesk's IoT Solution Streamlines ESS's Support to 700 School Districts and 80,000 Educators

技术
  • 网络与连接 - 网关
适用行业
  • 城市与自治市
  • 教育
适用功能
  • 人力资源
  • 销售与市场营销
用例
  • 智能包装
  • 时间敏感网络
服务
  • 系统集成
挑战
ESS 面临着共享收件箱系统、缺乏分配系统、客户支持不一致以及没有对座席绩效的报告或洞察等挑战。
关于客户
ESS 是一个将学区与合格教育工作者联系起来的组织。他们拥有 700 多个学区和 80,000 名教育工作者作为客户。
解决方案
ESS 实施 Freshdesk 来改善客户支持。 Freshdesk 提供了更高的性能可视性、用于无缝对话的完整客户上下文、智能票证分配以及统一的支持系统。它还减少了响应时间,每月处理 35,000 张票证。
运营影响
  • The implementation of Freshdesk has significantly improved ESS's customer support operations. The solution has not only reduced response times from 24 hours to 7.5 hours but also freed agents from the mundane task of organizing shared inboxes and manually routing queries. The complete customer context provided by Freshdesk has enabled different agents to pick up the customer conversation with confidence, ensuring they don’t have to repeat themselves over and over. The solution has also scaled in line with the organization’s growth, enabling ESS to handle an increasing number of tickets as more school districts come on board. The improved efficiency and effectiveness of the support team have led to increased customer satisfaction.

数量效益
  • 69% reduction in response time

  • Handling of 35,000 tickets per month

  • Improved client to rep ratio from 16 to 24

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