Helpdesk ticketing PROJECT

As the Tech Lead for General Storage Company's (GSC) chat platform and channel service strategy, I had identified daily challenges with our fragmented customer communication system. Conversations often fell through the cracks, and integrating with other systems was cumbersome, hindering our transition to man-less sites.

My objective was to identify and implement a new Helpdesk Ticketing platform that would improve customer communication, facilitate system integrations, and support our transition to a more automated customer service model.

FreshChat as our real-time Helpdesk Ticketing platform

Its robust and secure RESTful API capabilities, which would enable seamless integration with our existing systems and support agile development.

I also actively involved my team members across APAC region in the transition period, emphasizing the importance of transparent communication and customer relationship building within the new platform.

All image screenshots are credit to FreshWorks' website.

The implementation of FreshChat resulted in significant improvements:

Enhanced CX: Improved communication channels and streamlined workflows led to faster response times and increased customer satisfaction.
Simpler Operation Processes: Seamless system integrations facilitated a simpler information flow from one system to another system. Consequently, improving operational efficiency.
Increased Team Collaboration: The platform fostered transparent communication and strengthened relationships between team members among APAC regions and customers.
Reduced Communication Gaps: The implementation of FreshChat eliminated the risk of conversations falling through the cracks, ensuring consistent and comprehensive customer support.

2025-01-28

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