WE WANTED A SYSTEM THAT

UNITES ALL OUR SUPPORT

CONVERSATIONS

SO OUR AGENTS CAN HANDLE THE

LARGE VOLUME

OF QUERIES COMING IN MORE

EFFECTIVELY .

Freshdesk Omnichannel does exactly what we need .”

Freshdesk Omnichannel enabled agents to respond to queries via the following digital touchpoints using a single platform : email , live chat and messaging such as through WhatsApp and Facebook Messenger , phone calls and social media channels such as Facebook and Twitter . Team members reduced the time spent switching between channels , whether to respond to one customer or to address multiple tickets .

KoinWorks ’ team provided the same level of satisfaction to customers who did not want to go through an agent with powerful features such as its knowledge base , help widgets and chatbots powered by Freshworks ’ own FreddyAI .

The help widgets and chatbots helped customers navigate the knowledge base , while automated suggestions of relevant topics during browsing optimised their experience .

Freshworks ’ knowledge base also allowed customer-facing agents to swiftly convert query responses into content such as articles .

Customers could also provide feedback about each article – allowing the Koinworks team to see where and how they could enhance content development .

To ensure major issues within the knowledge base were swiftly resolved , agents could also convert critical issues raised by end-users into actual tickets for resolution .

Last but not least , moderation workflows ensured that posts were screened before going live to ensure they were accurate and factual .

Overall , Freshdesk Omnichannel also improved agents ’ ability to keep track of customer issues , even if they changed channels .

This led to faster response times and improved customer satisfaction .

In addition , KoinWorks ’ customer service teams were able to leverage the feedback mechanism in the platform ’ s knowledge base to analyse the impact of each piece of content .

Integrating multiple digital touchpoints is not the only thing that enabled Freshdesk to revolutionise KoinWorks ’ customer service team .

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