The Giving Movement Partners With Freshworks for Customer Support Automation
The Dubai-based sustainable fashion brand uses Freshworks’ integrations Freshdesk and Freshchat to proactively engage with customers on their channels of choice, scaling customer satisfaction from 30% to 85%.
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Freshworks announced that The Giving Movement, a Dubai-based sustainable clothing brand, uses Freshdesk and Freshchat to manage and automate its customer support operations.
The brand also uses Freshworks’ integrations with WhatsApp and Instagram to proactively engage with customers on their channels of choice.
“Even before we respond to the customer, we know their complete context and history. Freshdesk and Freshchat work well across live chat, email, social chat, and telephone to make this happen for us,” said Sachin Kumar Badrinath, Head Of Customer Experience at The Giving Movement.
“Freshdesk and its analytics features have led us to cross-utilisze agents across teams, harness their full potential, measure occupancy rates, and be organizsed,” Badrinath added.
The team’s efficiency, coupled with Freshworks’ customer service solution, have led to a 60 to 120 second response time on live channels and meeting other ‘Turn Around Time’ (TAT) goals they have set for themselves.
“Besides having an efficient and talented team, Freshworks’ rich functionalities have helped us get to best-in-class support SLAs,” Badrinath concluded.
The Giving Movement was able to scale customer satisfaction from 30% to 85% in a period of 12 months. The company plans to use Freshworks to preemptively serve its customers, reaffirming its commitment to exceptional customer engagement and lasting connections.
