Freshdesk Breaks Down Wisby’s Barriers To Customer Service with Twilio
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October 07, 2015
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Wisby had the drive, the customer support team, and the resources in place to deliver awesome customer service. But, there were two sizeable barriers they had to overcome: time and distance. Namely, reducing the time it took to respond to customers, and reducing the geographic telecom barriers cause a delay in response. To solve their problems and deliver excellent customer service, Wisby enlisted the help of Twilio-powered customer support software company, Freshdesk.
Wisby, a digital services agency, has customers all over the world. But, they only had one UK number and a ton of hoops to jump through to customize and manage their customer support channels. Before switching to Freshdesk, Wisby spent days setting up new numbers for their call centers with a vendor that was inflexible.
When the Wisby team needed to roll out phone number support in different countries, they had to provide their vendor with a lot of information — information they couldn’t update without navigating through red tape. Their vendor needed business hours, details about the regions they were launching in, and recorded IVR greetings in proprietary format. These hurdles cost Wisby (and their customers) valuable time. Freshdesk helped them get it back by tackling their key issues.
- Inability to buy local numbers in different countries
- No CLI 3
- Prolonged set up time for call centers
“Wisby has customers all over Europe,” says Prashanthini Mande, Marketer at Freshdesk “One of the key disadvantages was that the support team had just one UK number they were using to call clients across the world. Often, the clients wouldn’t dial back when they missed calls because of international charges. With Freshdesk, they were able to buy local numbers in any country and expand into new markets.”
With Freshdesk’s Twilio-powered communication functionality Wisby can set up a new call center in 15 minutes, and do it themselves.
Freshdesk’s Twilio-powered communication abilities Wisby can set up a new call center in 15 minutes, and do it themselves. This wouldn’t be possible without a software powered communications stack. Before switching to Freshdesk, Wisby’s customer support team had to manually punch in numbers which led to a ton of wrong dials, missed connections, and time wasted. Now, they simply copy and paste numbers into their browser-based call suite.
Learn how Twilio and Freshdesk can help your business deliver better customer experiences at AWS ReInvent at Booth #406 (Twilio) and Booth #1333 (Freshdesk).
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