How Freshdesk Omnichannel Helped These Businesses Achieve Their Goals
Freshdesk is a SaaS-based, omnichannel CRM tool that enables businesses to deliver high quality customer support through automation, taking the burden off of digital marketers, sales managers, IT leaders, and customer support team. Omnichannel is a customer acquisition and engagement approach that offers an integrated view of all touchpoints at every stage of the customer journey. By adopting an omnichannel approach, businesses can create consistent experiences that improve the overall customer experience and build loyalty while reducing staffing, technology, and customer attrition costs.
We will share how few of our customers in different industries leveraged Freshdesk omnichannel to streamline their customer support operations and achieve their goals. Let’s take a look at their success stories.
AFEX Nigeria
Led Freshdesk Omnichannel Onboarding & Implementation in Abuja
AFEX Nigeria is a leading provider of financial services in Africa. The company offers a range of commodity exchange providing services in productivity, value capture and access to finance and markets. AFEX Nigeria wanted to improve its customer service, engagements and retention process by using Freshdesk omnichannel.
KOAT Technology managed the product pitch, demo, sales, and implementation progress of Freshdesk omnichannel with ChatBot Integration for AFEX Nigeria thereby enhancing there customer interactions. The ChatBot Integration feature allows businesses to create chatbots that can answer common questions from customers across multiple channels. We created an interactive bot that can guide customers through the onboarding process, provide information about the products and services offered by the company, and offer personalized recommendations based on the customer’s profile and preferences.
The ChatBot Integration feature also enabled AFEX Nigeria to integrate its portal with custom apps to solve specific business needs and deliver a tailored self-service experience. For example, the company integrated its portal with an app that allows customers to access their loan statements online.
By using Freshdesk omnichannel with ChatBot Integration, AFEX Nigeria was able to streamline its customer support operations and reduce the time it takes to track, and resolve customers complains. The company also increased its customer satisfaction and loyalty by providing faster and more convenient service.
Fiber One Broadband
Executed Freshdesk Omnichannel Onboarding & Implementation with ChatBot Integration in Lagos
Fiber One Broadband is a leading provider of broadband internet services in Nigeria. The company offers high-speed internet access for residential and commercial customers across various locations in Lagos. Fiber One Broadband wanted to enhance its customer onboarding and engagement process by using Freshdesk omnichannel.
The company executed Freshdesk omnichannel with ChatBot Integration in Lagos, enhancing customer interactions. The ChatBot Integration feature allows businesses to create chatbots that can answer common questions from customers across multiple channels. Fiber One Broadband created a chatbot that can welcome new customers to the company’s network, provide information about the internet plans and packages offered by the company, and offer personalized recommendations based on the customer’s needs and budget.
The ChatBot Integration feature also enabled Fiber One Broadband to integrate its portal with custom apps to solve specific business needs and deliver a tailored self-service experience.
