CASE STUDY
Building a seamless omnichannel support journey
MultiChoice has been a true visionary in leading the charge for omnichannel support . It was , in fact , one of the earliest adopters of omnichannel on the continent . When evaluating solutions that could bring its vision to life , the team had clear expectations . The company needed a platform that could : consolidate each of the multi-channel touch points into a fully integrated channel agnostic helpdesk , track the entire customer journey so that the agent could gain a 360-degree view of the customer , easily integrate with all other platforms and tools already in use so employees didn ’ t have to jump between tools to answer a query and offer a simple , intuitive user interface ( UI ) at a cost-effective price .
CHALLENGES
According to MultiChoice , Freshworks ’ impressive suite of solutions made it a clear winner . The company now uses Freshdesk Support Desk , Freshdesk Messaging and Freshservice to link every stage of its customer support journey . Naidoo , who was awarded the Global Change Architect of the Year award for pioneering innovation in CX , believes that this omnichannel view has been critical in preemptively engaging with customers and resolving issues before they even crop up .
“ The omnichannel journey is not a simple or easy one to conceive and execute . The great thing about this collaboration is the flexibility of Freshworks to adapt to the MultiChoice journey and co-create the customer roadmap . The team not only sells customer experience but lives it . We have been able to achieve an incredible amount in very short spaces of time , pulling everything together into one customer service view with Freshworks and being able to integrate with just about any other service capability ,” said Naidoo .
• Consolidating multiple touchpoints within a single helpdesk
• Lack of a 360-degree view into a customer ’ s history
Products used
• Freshdesk Support Desk , Freshdesk Messaging , Freshservice
Key results
• AI-driven agent assist tools to reduce handling time
• Integrations with internal tools and CRMs to gain complete visibility of a customer ’ s journey
Consolidating every stage of support within a single UI
The MultiChoice team ’ s goal from day one has been to create a single UI that provides the customer ’ s details and history , allows agents to perform transactions and ultimately solve the issue within a single dashboard . To that effect , it has brought its existing telephony solution and queue management system ( Qmatic ) within Freshdesk . T . U . M . I . In addition , the team ’ s in-house AI-powered chatbot , is integrated with Freshdesk so that agents can view a customer ’ s entire history of conversations within the tool . In the back end , Freshdesk is integrated with the customer relationship management ( CRM ) to enrich the database . Internally , Freshdesk and Freshservice have been linked to enable agents to escalate tickets to various departments if needed .
So , what does this integrated setup look like in action ? If , for example , a customer who has been disconnected is contacting the support team , the AI pseudoprediction model deciphers that the customer probably wants to know how much to pay , when to pay , or when they ’ re going to be reconnected . The prediction model is integrated with Freshdesk and offers these insights to the agent , along with the customer ’ s billing history and due date . Within Freshdesk , the agent can see if the customer has interacted with them at any other touchpoint . If the customer has sent an email and raised a ticket through a walk-in at the store , the agent can merge both to avoid duplication . In cases where it ’ s out of the agent ’ s capabilities to help the customer , the ticket gets escalated to Freshservice and routed to the concerned department . Once that department resolves the ticket , it is reflected within Freshdesk and the communication is sent out to the customer .
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