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Information Technology and Services
To find a phone system that offers good customer experience and adequate capabilities
Customer Support agents
Fullkom facilitates the digitalization of brands by delivering solutions in the technological, operational, and logistics fields so that their online channel is successful. Fullkom’s purpose is to support its customers throughout the value chain and ensure the best shopping experience for the end consumer.
Fullkom uses both Freshdesk Support Desk and Freshdesk Contact Center to run their customer experience center — they like having a single platform where everything is centralized. Their main users are support agents who take calls from end customers helping them with doubts or problems with purchases made online.
Paul Wheeler, General Manager, Fullkom says the phone system they were using earlier lacked several capabilities and they did not have a good experience.
Problems encountered by Fullkom in their previous phone system were:
They evaluated Five9 and Zendesk before choosing the Freshdesk Contact Center-Support Desk combination. One of Fullkom’s priorities was pricing and they found Freshdesk not only as capable and efficient but also lower in its pricing. He says Freshdesk Contact Center provided them with everything their previous phone system lacked and they found it to be a very robust and united platform.
“In general, the impact has been positive from the point of view of our management, it has allowed us to have greater visibility, manage costs and know how much we pay for our efforts, thus helping us define our business model and adapt to everyday needs of our customers.”
Paul says Freshdesk Contact Center has allowed them to generate a connection between the various service channels they offer to their customers — Freshdesk Contact Center helps them manage different phone numbers, with different messages and groups of agents, among other things, giving them the ability to efficiently manage and streamline the different processes by type of service.
He says their favorite features are Freshdesk Contact Center analytics and call barging. They use analytics and reporting modules to closely monitor the customer service provided to their teams, they use it extensively to create different reports for their different teams — some of the metrics they closely follow are:
“Freshdesk Contact Center’s influence has been very important at the organizational level.”
Using Freshdesk Contact Center’s intelligent routing options they were able to decrease their customer wait times by at least 30%.
Paul says the call barging feature allows supervisors to enter into calls and coach agents, this greatly helps in training their agents thus improving customer interaction.
He says their customer experience center is now truly centralized, they have good visibility of the happenings in their center and are able to serve their customers effectively.
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