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Freshworks > 实例探究 > 真维斯通过 Freshworks 改善客户服务
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Jeanswest Enhances Customer Service with Freshworks

技术
  • 分析与建模 - 实时分析
  • 平台即服务 (PaaS) - 应用开发平台
适用行业
  • 教育
  • 零售
适用功能
  • 质量保证
  • 销售与市场营销
用例
  • 实时定位系统 (RTLS)
  • 供应链可见性(SCV)
服务
  • 测试与认证
  • 培训
挑战
真维斯面临着高呼叫量、缺乏对客户查询的可见性以及孤立运营的问题。
关于客户
真维斯是一个零售品牌,在为顾客打造完美牛仔裤方面拥有超过 45 年的经验。他们拥有忠实的客户群,并且对其品牌有高度的参与度。
解决方案
真维斯实施了 Freshdesk 和 Freshcaller 来解决客户服务挑战。 Freshdesk 提供了客户服务的可视性,改进了故障单解决时间和 CSAT,并实现了上下文客户支持。 Freshcaller 允许内部协作并提高可见性。
运营影响
  • The implementation of Freshdesk and Freshcaller has significantly improved Jeanswest's customer service operations. Agents now have access to complete customer history, enabling them to deliver personalized service and respond to queries faster. The system also facilitates seamless internal collaboration, with issues automatically forwarded to the relevant teams and updates communicated back to the customer. Freshdesk Analytics provides visibility into team performance, helping Jeanswest monitor and improve operations. The tools also aid in agent training, with managers able to listen to customer calls and provide real-time feedback. This has given Jeanswest the confidence to scale further into newer markets and demographic segments.

数量效益
  • 20,000 tickets handled per quarter

  • Significant improvement in customer satisfaction and resolution times

  • Increased collaboration between teams

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