Much more than a website

In 2018, we won the tender for the new website of the Cantonal Automobile and Navigation Service. This project, one of the most important for our agency, lasted a little over a year with a very important phase of content reorganization, an intense phase of user testing and a final phase of integration and testing that allowed us to create an ergonomic and efficient website.

The goal seemed to be to "improve the customer experience by offering powerful search tools and a completely redesigned information architecture"
But let's not forget the employee experience. The site also had to reduce the number of requests by allowing users to find the answer to their question themselves using the website.

Rethink the workflow for handling requests

When we took a closer look at the SCAN organization, we realized that there was a real opportunity to improve the workflow for handling customer requests by integrating it into the website project.

Indeed, the handling of requests was only done through Outlook with predefined answers in the email signatures. In other words, with this system, there was almost no way to have a global view of the volume of email tickets or the quality of the handling of these requests.

Ticketing and chat

We therefore proposed to implement the Ticketing solution Freshdesk solution supported by the Freshchat chat solution in order to improve the quality of support and to make the internal workflow more transparent for employees.

The acceptance of the new system was excellent, as it brought a significant improvement in the quality of work for the employees.

For several weeks, the Talk to me team analyzed the internal processes and established a number of automation rules to better qualify the requests and thus improve their handling.

Improve customer service

In order to reduce email requests, we have set up a Freshdesk form with a number of fields to be entered. Fields that allow a better allocation of the ticket according to defined criteria.

But it is not this function that interested us the most, but rather the FAQ which is positioned upstream of the form and which allows for a significant reduction in the number of open tickets by proposing a catalog of solutions that meet most requests.

Freshdesk analyses the most frequent requests and proactively proposes the most relevant solutions

Once the request has been sent, the allocation rules allow the customer to be directed to the right department and thus ensure that the request is handled as quickly as possible. If an agent is unable to respond, he or she can call on a colleague to complete the request. Better understanding the request also means better support and better service.

A rising satisfaction rate

The responses to the satisfaction questionnaires showed that these tools were very much appreciated by the customers, as shown by the figures below

Cat or rather Freshchat

To complement the form, we have implemented the Freshchat tool which offers a more instantaneous dialogue channel than the form and further improves support by responding to users' queries very quickly. If an answer cannot be given, then the chat is converted into a ticket on Freshdesk. This is a very interesting way to offload ticketing by offering a fast and more personal channel.

A chatbot that welcomes you

The chatbot "Freddy" proposes on the one hand to create scenarios of support according to answers. Thus the bot will guide users according to their needs and assign the ticket to the most competent operator. This bot is available during business hours and can answer, if needed, in several languages.

Over time, the bot will be able to reduce the workload by about 10%.

"Freddy" also offers tools for more refined answers. Indeed, with the help of a powerful AI, the bot will analyze the question and propose the most relevant solution. To do so, it refers to the SCAN knowledge base. As the weeks go by, it is possible to "educate" Freddy to learn when he has offered a relevant solution or not.

The Omnichannel approach

Freshdesk and Freshchat solutions are part of a global communication strategy called "omnichannel". Indeed, the goal is to cover the entire chain of communication with the customer using these tools. This is why the Freshcaller telephony solution is currently being studied in order to offer a fully integrated set of tools.

As an official partner of the Freshdesk solution, we are at your disposal for any questions at: lets@talk-to-me.ch