Through the recent and successful launch of an innovative email management solution, our Vector Customer Services team has proven that seeing and doing things differently is what it takes to improve the customer experience and increase customer lifetime value. This innovative solution is improving agents’ productivity through better management of response times to customer, is enabling agility in resourcing schedules in the Customer Service Centre as a result of the generated Business Intelligence, and keeps our customers fully informed on the progress of their query throughout its lifecycle; thus reducing the need for frequent follow ups.
Freshdesk is the new and exciting cloud-based customer support software and helpdesk solution that we have recently introduced into our team. This platform, with its comprehensive set of tools and features has helped us to anticipate, automate and accelerate all customer interactions, enabling us to be MORE agile and efficient.
With the recent addition of new business, our team knew that we needed to have MORE impact: for the greatest impact, you need to face the brutal facts and clear the biggest hurdles. We realized that one of the biggest hurdles that we needed to clear in our Customer Service Centre was the challenge to keep up with the escalating email volumes. We immediately put our heads together and through collaboration, saw that there was a way that we could do MORE for our customers. That’s how Freshdesk came about.
“With Freshdesk, we have the ability to monitor, in real-time, agents’ responses to customers –this allows transparent and fair performance management. These reports allow the Team Leader and Specialist to assess loading between agents and take real-time corrective action to improve customer service”, says Quinton Morrow, our Customer Service Specialist. “Now, we are able to identify common trends and spot scenarios where a certain query regularly pops up, so the team can create a workable solution for it.”
Since the launch of Freshdesk, we have seen the following improvements:
- 53% reduction in email volume from Oct to Dec despite a dramatic increase in business
- Clear accountability–no missed orders
- Agent productivity visibility for performance management
- Better customer satisfaction scoring
- Means to recognise and celebrate great customer service when achieved
Well done to the Vector Logistics team for always keeping innovation at the heart of what they do, constantly looking BEYOND to co-create what’s next!