Boosting Customer and Employee Happiness with AI that Helps Break Record Sales: Freshworks' AI-driven Software Revolutionizes Customer Support at Monos
January 03 2024 - 8:00AM
Freshworks Inc. (NASDAQ: FRSH) has announced that its customer
Monos, a high-end online luggage retailer, has completed a digital
transformation of its customer support operations through the
adoption of Freshworks’ customer service solutions. The AI-powered
ticketing and conversational support solutions have helped Monos
increase agent efficiency—making the retailer’s customer happiness
agents, and customers, even happier.
Monos is dedicated to ensuring its customers'
satisfaction in every aspect of its operations—from its stylish and
durable product design to its customer support. However, as the
company experienced significant growth since its launch in 2018,
its IT infrastructure struggled to support its customer-centric
approach. With customers resorting to emailing the CEO directly, it
became evident that a systematic approach was needed.
To address these challenges, Monos implemented
Freshdesk to support multiple communication channels, including
email, chat, Instagram and Facebook. The company is also using
Freddy AI for its new generative AI capabilities. Agents have
improved productivity and efficiency with AI suggested responses,
automated workflows of support operations, and chatbots to quickly
resolve customer queries, leading to exceptional customer
experiences.
With Freshworks, Monos was able to streamline
support requests and automate responses pertaining to refunds,
returns, and queries across various communication
channels—delighting customers, saving time for their agents and
optimizing resource allocation. The solutions provide valuable
insights into customer data, allowing Monos to identify areas for
improvement within their business, so they can provide customers
with a positive support experience.
"It was a game changer to see all of our processes
consolidated,” said Jacen Cabading, Customer Experience
Manager at Monos. “Freshworks’ solutions have not only
saved time and resources but have empowered our agents to focus on
strategic tasks, contributing to a more fulfilling work
environment. Some of our agents have even been promoted within the
company to work in other departments!"
Freshworks suite of customer service products have
positively impacted Monos' operations. The customer service team
achieved an impressive 80% deflection rate, dramatically improving
agent efficiency. With Freshworks, they now manage 3,000 emails and
600 chats per day with 31 agents, resolving customer support
tickets 150% faster on average.
With an exceptional Customer Satisfaction (CSAT)
score of 86%, Monos solidified its reputation for delivering an
outstanding customer experience – something reflected in the
retailer’s month-long Black Friday sale in November.
“We anticipated high traffic during our month-long
sale, but were blown away when our website traffic doubled in just
the first week,” said Mike Wu, Director of Ecommerce and
Customer Experience at Monos. “Freshworks’ customer
service solution helped our agents navigate the high volume and
handle customer support issues seamlessly. We set out expecting to
see a 4% increase in sales and are especially proud that we
exceeded that goal and experienced an amazing 500% increase in
sales!”
Customer retention and sales during Black Friday
saw significant improvement, with Monos achieving an 85% customer
retention rate amidst a 400% surge in site traffic.
"We're thrilled to be part of Monos’ digital
transformation success,” said Mika Yamamoto, Chief Customer
and Marketing Officer at Freshworks. "Our AI-enabled
customer service solutions deliver delight for Monos’ customers by
providing seamless support through the channel they chose including
chat, email and social channels. Automating customer resolutions
also dramatically increases agency productivity and enables
lightning-fast, data-driven decisions—the best of both worlds. The
success we’ve seen Monos enjoy is a testament to the power of AI to
take a powerful brand’s experience to the next level.”
About MonosThoughtfully considered
luggage, bags, clothing, and travel accessories – designed with
intention, crafted with care, and made to last. Monos is a travel
lifestyle brand headquartered in Vancouver, Canada. They are the
first company in this category to be Climate Neutral Certified.
About FreshworksFreshworks Inc.
(NASDAQ: FRSH) creates AI-boosted business software anyone can use.
Purpose-built for IT, customer support, and sales and marketing
teams, our products are designed to let everyone work more
efficiently and deliver more value for immediate business impact.
Headquartered in San Mateo, California, Freshworks operates around
the world to serve more than 66,000 customers, including American
Express, Blue Nile, Bridgestone, Databricks, Fila, Klarna, and
OfficeMax. For the freshest company news, visit www.freshworks.com
and follow us on Facebook, LinkedIn, and X.
© 2024 Freshworks Inc. All Rights Reserved.
Freshworks, Freshdesk and Freddy AI and any associated logo are
trademarks of Freshworks Inc. All other company, brand and product
names may be trademarks or registered trademarks of their
respective companies. Nothing in this press release should be
construed to the contrary, or as an approval, endorsement or
sponsorship by any third parties of Freshworks Inc. or any aspect
of this press release.
Media Relations Contact:Jayne
GonzalezPR@freshworks.com408-348-1087
Freshworks (NASDAQ:FRSH)
Historical Stock Chart
From Apr 2024 to May 2024
Freshworks (NASDAQ:FRSH)
Historical Stock Chart
From May 2023 to May 2024