CX Solution
Kakaotalk - Freshchat
Background
The platform serves as a chat-based communication channel that enables customers to connect with businesses directly. It allows users to reach their preferred business partners to resolve queries quickly and efficiently, enhancing customer engagement and support experience.
Business Challenge
In order to handle the customer’s queries, the vendors migrated to the Freshworks product called Freshcat CRM, which primarily offers chat support and certain additional features that helps the vendors use case.
Sandeza Solution
A solution was developed by Sandeza for integrating Kakaotalk Chat Channel with Freshchat. Doing this will help the vendor to attend all the inbound messages from the customers and also reply to it from Freshchat. At the same time vendors can customize their chat channel’s threading interval and also handle other third party chat channels parallelly in a single chat widget.
Results and Benefits
The integration connected KakaoTalk with Freshchat, enabling agents to manage chats from one place, which improved First Contact Resolution (FCR) by 13%. Self-Service Adoption also rose by 8%, as automated bot replies resolved routine inquiries faster.
