Give a warm welcome to the host of our newest Customer Spotlight Session!
🕵️ Over the next two days, the community is hosting a special Freshdesk customer -
He is joining us in the community to answer all your questions (product and/or industry) - so start adding them to the comments below!
📢 Here’s a little bit about Money Fellows
MoneyFellows is a collaborative Group Lending and Savings Platform. It is a trusted and more convenient way of finding and managing Money Circles online, by digitizing the traditional, informal offline ROSCA (Rotating Savings and Credit Association) Model, allowing users to meet their financial and saving needs.
Alyssia, Community Manager: What were some of the business challenges you faced when it comes to customer service?
Shehab: We were facing two challenges -
- Bringing AI into the fold
- Maintaining a good and consistent level of experience, while always exceeding customer expectations.
Alyssia, Community Manager: What were some of the key challenges your internal agents were facing?
Shehab: Agents were unable to organize customers into specific groups according to specific characteristics or goals. Additionally, there was also a problem of reporting.
Alyssia, Community Manager: How did Freshdesk benefit and help resolve these challenges? Tell us about 2 features that appealed to your agents the most.
Shehab: With Freshdesk we were able to handle queries coming in from multiple channels, especially non-voice channels, making it easier for agents to address concerns in one place.