CASE STUDY
About KoinWorks
KoinWorks is the first credit-led Micro , Small and Medium Enterprises ( MSMEs ) neobank in Indonesia with 2.5 million users , that provides business development solutions for micro enterprises and MSMEs that are just beginning their business journeys .
Founded in 2016 , KoinWorks originally found success as a digital lending company and continues its thrust to support the growth of the Indonesian economy by helping all levels of Indonesian society achieve their financial goals .
The company is headquartered in Jakarta with Holding in Singapore and Tech offices in Yogyakarta . satisfaction survey results with the Freshdesk solution to gather data on customer feedback , analyze them and respond accordingly .
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 . effectiveness and efficiency . For instance , ticket assignments could be prioritized 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 time-triggered 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 .
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 .” p
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 to measure key performance indicators ( KPIs ) on the day-to-day operations of customer service teams .
Alongside a host of powerful , pre-built reports to provide team leaders with instant insights , team leaders could customize reports to measure specific metrics and meet set requirements . With Freshdesk ’ s Customer Satisfaction module , KoinWorks agents integrated online customer
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 .
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