Freshworks Helps 7-Eleven Improve its Omnichannel Customer Experience
December 02 2021 - 8:00AM
Freshworks Inc. (NASDAQ: FRSH), a leading software company
empowering businesses to delight their customers and employees, has
helped leading global convenience store 7-Eleven create a more
delightful digital experience for its customers and franchise
partners in the Philippines. Using Freshdesk® and Freshdesk Contact
Center, 7-Eleven automates and more quickly resolves queries to
deliver the same in-store conveniences to their regular customers
and online shoppers.
Philippines Seven Corp (PSC) has been the pioneer of 24-hour
convenience stores in the country with over 3000 branches. Since
launching in the Philippines in 1982, 7-Eleven has been fueled by a
desire to bring convenience like never before to its customers.
They chose Freshdesk in 2019 to extend this philosophy to its
omnichannel customer support.
With Freshworks, 7-Eleven was able to consolidate all of its
customer support into one platform. The customer care team that
handles the general store and payment queries and the CLiQQ group
that handles queries related to the 7-Eleven Loyalty program now
use Freshdesk. As a result, 7-Eleven now has a unified control
center for its customer and partner experiences in the
Philippines.
“With the rise of social media use in the Philippines, we’ve
witnessed a high demand for support requests on the same channels,”
said Aeruh Dimalanta, Customer Care Specialist
at 7-Eleven. “We got Freshdesk up and running in
minutes and it helped us automate over 100,000 requests last year
with easy to use automations on a platform that’s intuitive for our
agents.”
Freshdesk’s easy to launch automations and pre-delivered social
integrations create a more delightful work experience for the
7-Eleven customer support specialists like Aeruh. Nearly all
support requests received are resolved automatically and with over
95% SLA attainment. The improved customer experience has helped
7-Eleven in the Philippines retain and grow its customer base, as
well as increase the downloads of the 7-Eleven CLiQQ app.
“Freshdesk and its contact center are built to scale for
consumer brands like 7-Eleven,” said Prakash Ramamurthy,
Chief Product Officer at Freshworks. “We pride ourselves
with the ease of use of Freshdesk for support agents and are
thrilled to see the business benefits that result from a better
customer experience.”
Find out more about how 7-Eleven chose Freshworks and overcame
customer experience challenges here.
About Freshworks
Freshworks makes it fast and easy for businesses to delight
their customers and employees. We do this by taking a fresh
approach to building and delivering software that is affordable,
quick to implement, and designed for the end user. Headquartered in
San Mateo, California, Freshworks has a dedicated team operating
from 13 global offices to serve 50,000+ customers including
Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice,
OfficeMax, TaylorMade and Vice Media. For more information visit
www.freshworks.com.
© 2021 Freshworks Inc. All rights reserved. Freshworks,
Freshdesk, Freshservice and the associated logos are trademarks or
registered trademarks of Freshworks Inc. All other company, brand
and product names may be trademarks or registered trademarks of
their respective companies.
Media Contact: Jayne
Gonzalezpr@freshworks.com
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