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Freshworks > 实例探究 > 挪威冰公司通过 Freshdesk 提高客户服务效率和销售额

Ice Norway Enhances Customer Care and Boosts Sales with Freshdesk Integration

技术

机器人 - 轮式机器人

适用行业

电信

适用功能

销售与市场营销

用例

时间敏感网络

服务

系统集成
培训

挑战

移动电信提供商ice挪威需要平衡联络中心的效率和销售，同时保持较高的客户满意度。

关于客户

挪威ice是挪威第三大移动电信运营商，专注于扩大市场份额并提供卓越的客户服务。

解决方案

挪威ice实施了Freshdesk来整合他们的客户联系渠道并获得数据驱动的客户服务方法。

运营影响

The integration of Freshdesk into Ice Norway's operations has led to several operational benefits. The company has been able to gain a comprehensive view of its three KPIs and understand how they interrelate. This has allowed them to strike a balance between reducing handling time and increasing sales. The software has also helped them reduce manual effort, giving agents more time to deal with customers. The company has gained new insights, such as the fact that while chat is a highly efficient channel, it does not benefit the hit rate. This has led to a more data-driven approach to customer care. The contact center agents have been excited about the insights revealed by integrated cross-channel measurement and have started suggesting ideas for further performance improvement. The team has been able to implement these improvements largely on their own, without any help from the IT department. This has led to a sense of ownership and involvement among the agents, contributing to a positive work culture.

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