Mission 3, here we go!
Over the next two days, the community is hosting Super-agent and Freshdesk customer
This is your chance to engage directly with a Freshworks customer who has solved their support challenges & discover unique use cases.
📢 Before we begin, get acquainted with Lettitia from City Property Administration.
Rhea, Community Manager: We’d love to learn more about City Property Administration and your role there - who your customers are, what is your customer service strategy, and some of the common queries that your customers reach out to you for?
Lettitia: City Property is a visionary and people-focused property management company that leads urban transformation and renewal. We manage and create human ecosystems to have a positive impact on the lives of the people who use our spaces in the Johannesburg and Pretoria CBD's.
- My role: I head up the Marketing, Communications and Customer Experience Departments and have been part of the City Property family for the past 15 years. I form part of various innovative teams of which one is the LEAN Team responsible for technology innovations and implementations to automate most of our processes.
- Customer Service Strategy: Providing a high-quality product adding value to our customers' lives and providing our current and prospective customers with the best and friendliest service within the shortest possible time.
- Common queries: Enquiries about available space, Cost of available space, Account enquiries Repairs and maintenance enquiries
Rhea, Community Manager: What were some of the business challenges you faced when it comes to customer service?
Lettitia: To eliminate the huge time delay caused between customer enquiries and getting the query resolved. Before Freshdesk all enquiries came through as a call, WhatsApp or email and it was the responsibility of 7 inbound agents to assign these enquiries to the correct departments and agents. This caused huge delays in getting the query to the correct person to attend to it and the agent who had to resolve it causing frustrated and unhappy customers.
Rhea, Community Manager: What were some of the key challenges your internal agents were facing?
Lettitia: Agents did not get the queries in the shortest possible time to attend to the matter and assist the customer and had to deal with angry frustrated customers or lost deals causing unhappy agents and unhappy customers.
Rhea, Community Manager: How did Freshdesk benefit and help resolve these challenges? Tell us about 2 features that appealed to your agents the most.
Lettitia: With Freshdesk we could automate the distribution of most of the enquiries to the correct agent to attend to the matter which resolved the issue of time delay and frustrated customers and unhappy agents. There are various features that our agents enjoy in Freshdesk:
- Speed at which they receive the enquiries
- All enquiries reflect on one platform and not various which makes it easier to manage the tickets
- Reporting and dashboards on Freshdesk which makes management of the tickets a breeze
- The user-friendly way they interact with Freshdesk
