Freshworks Inc., a software program firm that empowers the individuals who run companies, introduced as we speak that cryptocurrency alternate big BitOasis has deployed Freshworks Freshdesk and Freshchat options to assist handle a big enhance in buyer inquiries on account of demand for details about digital currencies.
BitOasis is among the largest cryptocurrency exchanges within the Center East and North Africa with a presence in 14 international locations, making them a hotspot for buyer utilization and inquiries, particularly within the unstable cryptocurrency market. With macro-challenging circumstances for crypto investing, day by day buyer interactions with the BitOasis chatbot have elevated from round 300 to just about 3,000 this yr.
“The downturn within the cryptocurrency market has made many customers really feel insecure and need rapid solutions,” mentioned Silvia Gomez, director of buyer expertise at BitOasis. “Our inquiries elevated dramatically as prospects needed assurance that BitOasis would proceed operations as so many different exchanges across the globe went out of enterprise.”
With rising buyer inquiries, BitOasis wanted a sooner strategy to effectively reply to its massive buyer base that might delight its prospects and customer support brokers. To realize these targets, the corporate chosen each Freshdesk help software program and Freshchat conversational messaging software program.
BitOasis constructed a ticketing system utilizing Freshdesk to assist assist desk brokers prioritize and collaborate to rapidly reply to buyer inquiries. The addition of Freshchat allowed the customer support crew to include Whatsapp into the corporate’s troubleshooting capabilities. The BitOasis bot – an clever bot constructed utilizing the Freshchat AI chatbot – now handles over 50% of buyer inquiries through WhatsApp, permitting reside brokers to concentrate on answering questions that require human intervention.
“Freshworks options are straightforward to make use of, scalable and seamless,” mentioned Gomez. “Our brokers can now deal with the rising variety of buyer queries, and our Freshdesk knowledge orchestration technique prepares us for additional chatbot automation if wanted sooner or later. Our prospects know we’re right here for them and that issues most to us.”
“In as we speak’s fast-paced know-how world, organizations must sustain with their prospects in actual time,” mentioned Pradeep Rathinam, Chief Buyer Officer at Freshworks. “With Freshworks, BitOasis can delight its prospects utilizing personalised and responsive conversational help, leading to extra environment friendly brokers, sooner decision instances and finally happier prospects.”