Alongside a host of powerful , pre-built reports to provide team leaders with instant insights , team leaders could customise reports to measure specific metrics and meet set requirements .

With Freshdesk ’ s Customer Satisfaction module , KoinWorks agents integrated online customer satisfaction survey results with the Freshdesk solution to gather data on customer feedback , analyse them and respond accordingly .

CUSTOMERS WANT TO CONTACT SUPPORT QUICKLY AND EASILY USING THEIR CHANNEL OF CHOICE AND

BUSINESSES WANT TO KNOW

THAT THEIR CUSTOMERS ARE DELIGHTED WITH

THE SERVICE THEY RECEIVE .

Freshworks ’ Omniroute feature automatically assigned emails , chats , calls and other tickets depending on their agents ’ available bandwidth .

Agents were freed from overloading , allowing them to focus on resolving customer queries with effectiveness and efficiency .

For instance , ticket assignments could be prioritised based on bandwidth and individual skill levels , allowing the team to share the load and route tickets to the right agent .

Other automation features include timetriggered events to execute maintenance activities on tickets based on the time lapsed since an event happened and event-triggered automation to implement multiple actions as soon as an event occurs .

With Freshdesk powering KoinWorks ’ customer service experience , support agents significantly improved their productivity , leading to a 195 % reduction in average resolution times .

Customer escalations were also tracked and resolved quickly , contributing to an increase in customer satisfaction .

Data analytics is a key pillar in continually improving customer service .

With this in mind , KoinWorks leveraged Freshdesk ’ s analytics and reporting features

Freshdesk ’ s analytics tool does not just cover metrics such as resolution times and customer satisfaction , it goes even deeper by measuring customer feedback regarding the content of its knowledge base .

Teams can see each article ’ s views , likes and dislikes .

These metrics can be reset each time a specific article is revamped so agents can compare its performance before and after .

The data from Freshdesk has also provided useful business insights to improve Koinworks ’ financial service offerings .

The company ’ s product and tech teams collaborated to enhance features that customers preferred and fix or remove others .

In conjunction with the significant improvements in query resolution , KoinWorks ’ customer satisfaction scores increased by 60 %.

“ We are thrilled to offer KoinWorks and all of our customers , modern and intuitive solutions that are so easy to use , it often exceeds expectations ,” said Simon Ma , Director of Sales for Freshworks ASEAN .

“ Today , customers want to contact support quickly and easily using their channel of choice and businesses want to know that their customers are delighted with the service they receive . In this case , Freshdesk Omnichannel met the needs of both the business and its customers , resulting in a win all around .” �

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