INDUSTRY
Education
HEADQUARTERS
South Africa
FAVORITE FEATURES
- Load balance ticket assignment
- Canned responses
- Analytics
PRODUCTS USED
- Freshdesk
- Freshsales
Summary
Snapplify shifted from HubSpot to Freshworks’ specialized customer service platform to enhance its overall customer experience and cater to business-specific needs at scale. With the Freshworks partnership, they have achieved an impressive Customer Satisfaction score of 90, a first response SLA of 97%, a ticket resolution SLA of 99%, and a first contact resolution SLA of 60%.
The Snapplify story
Snapplify is Africa's most prominent digital educational marketplace, specializing in digital education content, related educational services, and devices. Thousands of schools, colleges, and universities use Snapplify daily to teach, learn, and access educational content.
They have a team of around 30 members that cater to all customer support and success needs. Snapplify wanted to switch to a specialized customer service platform instead of a CRM platform with a customer service component. Additionally, Snapplify required an open platform with strong integration capabilities posed as Snapplify scaled its business.
“From a customer success and customer service point of view, we knew that we required a focused and best-of-breed solution to service our customers from an omnichannel ticketing and live chat perspective. We required a company and platform that was very open in terms of us being able to integrate via API or other mechanisms. Snapplify is a technology business, and we wanted to work with a likeminded business”
Switching to a long-term, scalable solution that’s built for purpose
From large-scale ERPs to smaller ones, Snapplify evaluated multiple products and finally zeroed in on Freshworks’ Freshdesk as their platform of choice. To support their customers seamlessly across channels, they also onboarded Freshworks’ chat and calling solutions - Freshchat and Freshcaller.
The implementation process from pilot to go-live took around 4 to 6 months. Their customer support team was pleased with the transition and overall platform experience. They went through comprehensive training and onboarding with the help of the Freshworks’ Professional Services team, who supported them throughout their journey to go live. The Snapplify team also used the Freshworks Academy extensively to get acquainted with the platform.
Today, the customer support team effortlessly caters to 6000+ monthly queries using Freshdesk, Freshchat, and Freshcaller. Freshchat handles most customer queries, and tickets, when raised, are managed and resolved through Freshdesk. They also moved from Tel Viva to Freshcaller as it offered better in-product reporting through Analytics and call recordings.
Snapplify put extensive time and effort into setting up three separate knowledge bases for its three core product offerings. To better manage the volume of customer queries, they have configured several automations to create tickets and send auto-responses with ticket reference numbers. Snapplify has also been using apps from the Freshworks Marketplace, such as ‘Customize From Email Address,’ ‘Parent Child Synchronization,’ and ‘Set Ticket Field Options,’ eliminating the need for customer support reps to work with multiple software while responding to customer queries.
Furthermore, features like load balance ticket assignment have helped them evaluate the number of tickets support executives can handle at any given time and ensure they are not overwhelmed. Canned responses, on the other hand, help drive faster resolution, while curated reports on Analytics enable the team to monitor essential stats, manage ticket volumes better, and bring down ticket numbers.
Snapplify also uses critical integration apps from Freshworks Marketplace, such as Slack and Jira, to seamlessly integrate Freshdesk into other parts of their business. With the Freshdesk-Slack integration, agents can stay on top of real-time ticket updates, share context to collaborate with internal stakeholders, and resolve tickets faster.
“Our agents are happier on Freshdesk because it is more intuitive and customer-centric. The UI is more friendly and easier to work with, allowing our agents to provide better customer service using a more enjoyable environment. Freshdesk and Freshchat feel built for purpose.”
Snapplify has also implemented Freshsales to efficiently track the deals in the pipeline and manage them efficiently. They use customer journeys and sales sequences to automate and personalize ongoing customer communications.
Happy Customers - Achieving a customer satisfaction score of 90
Snapplify has achieved an impressive customer satisfaction score of 90, a first response SLA of 97%, a ticket resolution SLA of 99%, and a first contact resolution SLA of 60%. The ability to see the ticket lifecycle and get notified when tickets are assigned and when the first response and follow-up responses are due has improved team productivity and accountability.
Both Snapplify customers and employees have been happier since the Freshworks implementation. The implementation has accelerated the pace of agent onboarding by up to 50% due to the intuitive nature of the platform. It has also freed up agents’ time to focus on complex customer queries due to improved automation of basic queries.
“It has allowed us to onboard agents faster and has freed up resources by allowing us to automate more processes. Enabling managers and supervisors to focus on further improvements and engage more with key customers.”
In 2023, they are focused on better utilizing their expansive knowledge base by integrating it with chatbots, enabling more self-help and a better user experience overall. Snapplify is also looking to enhance its Freshsales usage, get more out of its Freshdesk - Freshsales integration, and better utilize custom reports and dashboards to drive data-backed decision-making.
