xential: Better, faster and more efficient service
At xential, customer communication comes in unstructured, through multiple channels. As a result, overview was lacking and there was no clear timeline of events and/or connections. In addition, processes were not streamlined and little data was collected about the nature and cause of the incoming reports. They were therefore looking for a platform to introduce structure and to improve and innovate the organization. In addition, they wanted to help customers more efficiently by giving them access to self-service and sharing relevant information when creating a ticket.
With Freshdesk, tickets are - immediately upon arrival - assigned to the correct group and priority. This is done based on the notification type and status of the customer. In this way, xential has a better overview of the workload and distribution. Selected customers also have access to the customer portal, of which the design is fully compliant with xential corporate branding. Here one can search the knowledge base for information, such as answers to support questions and manuals of the xential software. When creating a ticket, solutions are also proactively presented, based on keywords. At the same time, the customer is asked for information that helps xential answer the question even faster.
xential now has a professionally designed service tool with a customer portal comliant with xential corporate branding. Customers have access to self-service and can create tickets that immediately contain valuable information for the customer service agents. xential employees can help customers faster and more efficiently, because they have - among other things - better overview, including a timeline of events.
The next step
A lot of data is now being collected that will be used in Analytics, to further optimize the service. In addition, the knowledge base in the customer portal will play an even more important role for self-service.
Our customer xential would like to share their story
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Meet the Freshworks Squad
Jeroen van Dam
Kuno van Rooijen
Koen de Leeuw
Curious how we can help your organization?
Contact our account manager Jeroen