Freshdesk helped increase the satisfaction scores of 20 million Multichoice subscribers; while Freshservice streamlined internal employee IT support tickets
Freshworks Inc., a leading software company that enables businesses to delight their customers and employees, announced that an African broadcasting and pay-TV company, MultiChoice Group (Multiple choice), uses Fresh service® 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 over 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 past five years. With this growth and the number of subscribers we support, we needed customer services and technology solutions that could help us track subscriber engagement history while providing an intuitive platform that our agents would love to use, ”said Roland Naidoo, executive director of client operations at MultiChoice Grouper. “With the integration between Freshdesk and Freshservice, our agents are able to quickly escalate customer requests requiring cross-team support without switching between two systems. Freshworks brings together our most important stakeholders in a single interface. In addition, we were able to define customer level metrics and not just simple process metrics like service levels.
MultiChoice selected Freshworks customer engagement software to create unified customer records across all communication channels. Using Freshdesk, MultiChoice can bring together disparate customer touchpoints such as appointments, calls, chats, emails and social media to be visible within a single service system. assistance, the common thread being the customer.
This resulted in increased first call resolution and helped improve customer satisfaction scores. By using Freshworks products, the company estimated savings of US $ 2.8 million. Thanks to the omnichannel building, we have been able to systematically reduce calls by 24% per year and migrate customers to more digital channels.
Adding the Service Management component for second line support using Freshservice gives MultiChoice the ability to dig deeper into the customer issue or issue within the organization to identify root causes and to simplify analyzes.
MultiChoice plans to expand its use of Freshworks in combination with MultiChoice’s own technologies for deeper AI and chatbot support through predictive customer engagement.
“The Freshsales suite will allow us to leverage real data sources in sales and marketing to quickly and efficiently expand our support operations, while keeping an eye out for future growth opportunities.
“The customer journey is not straightforward or easy to design, thread and execute across the enterprise. Freshdesk helps us bring together a unified customer case into a single customer service view for IT and support teams, with the flexibility to integrate with just about any other service capability, ”Naidoo said.
Find out how MultiChoice is partnering with Freshworks by reading the case study.
About the MultiChoice group
MultiChoice Group (MCG or MultiChoice), which is on the JSE Board of Directors on February 27, 2019, is one of the world’s fastest growing video entertainment providers, providing entertainment products and services to 21 , 1 million households in 50 countries of the African continent. . Its track record of over 35 years reflects its commitment to providing audiences with only the best local, sporting and international content.
MCG’s strong partnerships with distributors, installers and telecommunications companies, along with its well-established payment solutions, competitive pricing and choice of audience packages continue to secure its place in the global market, while providing solutions unique to the African market.
Its direct broadcast (DTH), digital terrestrial television (DTT) and over-the-top (OTT) solutions allow the company to remain relevant and aligned with changing consumer habits while conquering new markets.
Content is at the heart of the business. MCG aims to deliver quality content anywhere, anytime and on any device through a comprehensive video entertainment offering at various price points. As a pioneer in African video entertainment, MCG plays an important role in making information and entertainment easily accessible to Africans.
MCG aims to secure content rights in a manner that is cost effective and reflects the diversity of its audiences. Its significant portfolio includes award-winning local content (a key differentiator of its service offering), a leading sports offering (including production capacities) and access to international content, all shared on the group’s platforms: DStv, GOtv, Showmax, M -Net and SuperSport.
MCG has superior technological capacity thanks to the security solutions that Irdeto, its technology company, brings to the group. These solutions allow MultiChoice to protect its investment, create new offers and fight against cybercrime. With more than 50 years of expertise in software security, Irdeto’s software security solutions and e-services protect more than 6 billion devices and applications for some of the world’s best brands.
About Freshworks
Freshworks enables businesses to delight their customers and employees quickly and easily. We do this by taking a new approach to building and delivering software that is affordable, quick to implement, and designed for the end user. Based in San Mateo, California, Freshworks has a dedicated team operating from 13 global offices to serve more than 50,000 customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For more information visit www.freshworks.com.
