Freshworks Helps Africa’s Leading Media Company MultiChoice Deliver a Modern Employee and Customer Experience
December 09 2021 - 8:00AM
Freshworks Inc. (NASDAQ: FRSH), a leading software company
empowering businesses to delight their customers and employees,
announced that African broadcasting and pay television company,
MultiChoice Group (MultiChoice), uses Freshservice® and Freshdesk®
to create faster omnichannel customer support across IT and support
teams for South African MultiChoice subscribers.
MultiChoice is the leading video entertainment company in
Africa, with more than 21 million subscribers on the continent, and
8.9 million subscribers in South Africa.
“Our South African subscriber base has grown by almost 3 million
customers (or 50%) over the last five years. Given this growth and
the number of subscribers we support, we needed customer service
and technology solutions that could help us track subscriber
engagement history while providing an intuitive platform our agents
would love to use,” said Roland Naidoo, Executive Head of Customer
Operations at MultiChoice Group. “With the integration between
Freshdesk and Freshservice, our agents are able to quickly escalate
customer queries requiring cross-team support without toggling
between two systems. Freshworks puts our most important
stakeholders together in one interface. Further to this we were
able to set customer level metrics and not just simple process
metrics like service levels.”
MultiChoice selected Freshworks’ customer engagement software to
build unified customer records across all communication channels.
Using Freshdesk, MultiChoice can bring together disparate customer
touch points such as walk-ins, call, chat, email, and social media
to be visible within a single help desk system, the golden thread
being the customer.
This has resulted in increased first call resolution and helped
improve customer satisfaction scores. By using Freshworks products,
the company estimated a savings of $2.8 million US dollars. Using
the omnichannel construct the company has been able to systemically
drive down calls at 24% year on year and migrate customers to more
digital channels.
The addition of the service management component for second line
support using Freshservice gives MultiChoice the ability to further
thread the customer issue deeper within the IT organization to
identify root causes and simplify analyses.
MultiChoice plans to expand its use of Freshworks in combination
with MultiChoice’s own technologies for deeper AI and chatbot
assistance through predictive customer engagement.
“Freshsales suite will allow us to tap into real data sources
across sales and marketing to quickly and efficiently expand our
support operations, while keeping an eye on future growth
opportunities. The customer journey is not a simple or easy one to
conceive, thread and execute across the business. Freshdesk helps
us pull together a unified customer record together into one
customer service view for IT and support teams with the ability to
integrate with just about any other service capability,” said
Naidoo.
Learn more about how MultiChoice partners with Freshworks by
reading the case study.
About MultiChoice Group
MultiChoice Group (MCG or MultiChoice), which listed in the Main
Board of the JSE on 27 February 2019, is one of the fastest-growing
video entertainment providers globally, delivering entertainment
products and services to 21.1m households across 50 countries on
the African continent. Its track record of more than 35 years is
reflective of a commitment to provide audiences with only the best
local, sport and international content. For more information visit
https://www.multichoice.com/about-us/who-we-are.
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.
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