CASE STUDY 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 optimized their experience .

Naturally , the neobank saw an explosion in customer queries , handling some 28,000 of them across multiple channels between 2021 to 2022 alone .

To maintain high-level customer satisfaction and retain momentum , KoinWorks turned to Freshdesk Omnichannel as a quick and efficient solution .

The Freshdesk platform enabled the KoinWorks team to provide a truly omnichannel experience – allowing customers to engage with the neobank in their preferred method without compromising response time and customer satisfaction .

“ We typically interact with our customers through phone calls , live chat apps such as WhatsApp and social media ,” said Dimas Mohammad Wibowo , Customer Experience Product Manager , KoinWorks .

“ We wanted a system that unites all our support conversations so our agents can handle the large volume of queries coming in more effectively and efficiently and Freshdesk Omnichannel does exactly what we need .”

Freshworks ’ knowledge base also allowed customerfacing 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 analyze the impact of each piece of content .

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

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

Freshdesk Omnichannel enabled agents to respond to queries via the following digital touchpoints using

Agents were freed from overloading , allowing them to focus on resolving customer queries with

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