KoinWorks Levels Up Customer Support Using Freshworks Solutions, Resulting in Higher CSAT Scores
JAKARTA, Indonesia, March 21, 2023 (GLOBE NEWSWIRE) -- Freshworks Inc. (NASDAQ: FRSH) announced today that Indonesian financial technology startup, KoinWorks, has increased customer satisfaction after implementing Freshdesk™ to unify its customer support across different channels.
KoinWorks, which started as a peer-to-peer financial lending startup in 2016, has grown to become the first credit-led Micro, Small, and Medium Enterprises (MSMEs) neobank with more than 2.5 million users. As the company scaled, the volume of customer queries increased as well – especially between 2021 and 2022, when the customer support team handled close to 28,000 queries across multiple channels. This led the company to use Freshdesk Omnichannel as a quick and efficient solution to continue providing timely responses to their customers. The team utilized built-in features like the knowledge base and set up canned responses to help customer facing agents provide consistently helpful responses to users’ queries.
With Freshdesk powering the company’s customer service experience, KoinWorks support agents were able to access customer queries within a single platform, greatly improving agent productivity and hence reducing the average resolution time by 195%. Customer escalations were quickly tracked and resolved – this improvement and efficiency of the operational process helped the company to increase customer satisfaction.
KoinWorks also leveraged Freshdesk's analytics and reporting features to measure key performance indicators (KPIs) on the day-to-day operations of customer service teams. Agent monitoring and performance reviews with defined KPIs were made possible by Freshdesk. This proved helpful in understanding the quality of service customers received and highlighted areas needing improvement – KoinWorks made use of Freshdesk’s Customer Satisfaction module to integrate its online customer satisfaction survey with the Freshdesk solution to gather data on customer feedback.
“We typically interact with our customers through phone calls, live chat apps such as WhatsApp, and social media, like Facebook and Instagram,” said Dimas Mohammad Wibowo, Customer Experience Product Manager at KoinWorks. “We wanted a system that unites all our support conversations so our agents can handle the large volume of queries coming in more effectively and efficiently, and Freshdesk Omnichannel does exactly what we need.”
For KoinWorks, customer feedback has been useful in measuring customer query resolution times, as well as providing business insights that helped to improve the company's financial service offerings. Collaborating with their product and tech teams, KoinWorks has been able to enhance features that customers preferred and fix or remove features customers disliked. The combination of features proved to be a win for KoinWorks, as customer satisfaction scores increased by 60%.
“We are thrilled to offer KoinWorks and all of our customers, modern and intuitive solutions that are so easy to use, it often exceeds expectations,” said Simon Ma, Director of Sales for Freshworks ASEAN. “Today, customers want to contact support quickly and easily using their channel of choice, and businesses want to know that their customers are delighted with the service they receive. In this case, Freshdesk Omnichannel met the needs of both the business and its customers, resulting in a win all around!”
About KoinWorks
KoinWorks is the first credit-led Micro, Small, and Medium Enterprises (MSMEs) neobank in Indonesia with 2.5 million users, that provides business development solutions for micro enterprises and MSMEs that are just beginning their business journeys. With One Click to Unlock Your Dreams, KoinWorks is the financial partner that will help anyone and everyone realize their business dreams and achieve financial success.
Founded in 2016, KoinWorks originally found success as a digital lending company, and continues its thrust to support the growth of the Indonesian economy by helping all levels of Indonesian society achieve their financial goals. The company is headquartered in Jakarta with Holding in Singapore and Tech offices in Yogyakarta. KoinWorks application can be accessed via Google Play and the App Store More detailed information: www.koinworks.com
About Freshworks Inc
Freshworks Inc., (NASDAQ: FRSH) makes business software people love to use. Purpose-built for IT, customer support, and sales and marketing teams, our products empower the people who power business. Freshworks is fast to onboard, priced affordably, built to delight, yet powerful enough to deliver critical business outcomes. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 63,000 customers including Allbirds, Blue Nile, Bridgestone, Databricks, Klarna, NHS, OfficeMax, and PhonePe. For the freshest company news visit www.freshworks.com and follow us on Facebook, LinkedIn and Twitter.
© 2023 Freshworks Inc. All Rights Reserved. Freshworks and its associated logo is a trademark 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 first parties of Freshworks Inc. or any aspect of this press release.
Media Contact:
Joseph Milind
joseph.gopinath@freshworks.com

TIN LIÊN QUAN
Aurora Mobile to Report Fourth Quarter and Fiscal Year 2022
SHENZHEN, China, Feb. 22, 2023 (GLOBE NEWSWIRE) -- Aurora Mobile Limited (NASDAQ: JG) (“Aurora Mobile” or the “Company”), a leading provider of customer...
Freshworks Unveils New Generative AI Enhancements Across Product Lines to Power Greater Business Efficiency
[img]http://phpstack-911252-3168991.cloudwaysapps.com/api/ImageRender/DownloadFile?resourceId=70f65da2-de89-4f8e-9b4e-ae2e5c2b78df&size=3[/img]
Sky High Media Announces Support and Design Service for
Sheridan, Feb. 13, 2023 (GLOBE NEWSWIRE) -- Sheridan, Wyoming - Sky High Media, a company based in Calgary, Alberta, Canada, has announced that they...
THỦ THUẬT HAY
Cách sửa lỗi Corrupted Content Error trên Firefox
Ngay sau khi cập nhật Firefox lên phiên bản 63 để đăng nhập vào Gmail, Outlook.com sẽ thấy xuất hiện lỗi “Corrupted Content Error”.
Hướng dẫn tạo tài khoản Zalo trên tất cả các thiết bị
Cách lập tài khoản Zalo khá đơn giản và chỉ cần một tài khoản duy nhất, người dùng có thể đăng nhập và chat với bạn bè, người thân của mình trên mọi thiết bị có cài đặt ứng dụng chat Zalo này.
Những điều cần biết về Stock Android - hệ điều hành Android thuần
Stock Android (vanilla Android) - là version cơ bản nhất của hệ điều hành Android sẵn có. Hãy cùng xem hệ điều hành này có gì đặc biệt nhé!
Jitter - Tinh chỉnh giúp làm nổi bật biểu tượng ứng dụng có thông báo chưa được xem
Jitter là một tinh chỉnh mới phát hành bởi lập trình viên @SecondEight1, cho phép người dùng thiết lập hiệu ứng động trên các ứng dụng có thông báo gửi đến nhưng chưa được đọc như rung lên, xoay vòng, nhấp nháy hoặc
Những tính năng nổi bật và vài thao tác cơ bản cần biết khi sử dụng Spotify
Spotify có khoảng 30 triệu người dùng trả phí và gần 90 triệu người dùng miễn phí, với con số này đã giúp ch Spotify trở thành ứng dụng nghe nhạc có số lượng người dùng đông đảo nhất so với nền tảng ứng dụng khác.
ĐÁNH GIÁ NHANH
Nên mua iPhone 13 Pro Max hay iPhone 12 Pro Max?
iPhone 12 Pro Max, 13 Pro Max là hai mẫu smartphone cao cấp nhất hiện tại của Apple. Trong đó iPhone 13 Pro Max không có thay đổi nhiều về thiết kế và chỉ là bản nâng cấp về màn hình, chip và camera của 12 Pro Max. Vậy
Nên mua Apple Watch series 6 hay Apple Watch series 7 khi sự cách biệt không quá lớn
Đặt Apple Watch series 6 hay Apple Watch series 7 lên bàn cân thử xem đâu mới là mẫu đồng hồ thông minh phù hợp nhất với bạn nhé!
Đánh giá Asus ROG Zephyrus S GX531: Laptop chuyên game siêu mỏng
Ngay từ thời điểm ra mắt, chiếc máy này đã được nhiều chuyên gia, các trang mạng công nghệ đánh giá đây là mẫu laptop gaming mỏng nhất thế giới, hay chính xác hơn là mẫu laptop gaming 15 inch mỏng nhất thế giới tại