EMSS's digital transformation journey as a public sector organisation is truly inspiring! They were looking to increase efficiency and self service functionality through a new system that can re-think customer journey, management, and interaction.
Using Freshdesk omnichannel they were able to achieve this and more through analytics and automations. Their internal agent response was fantastic and made it a lot easier for day to day processes. Watch more to learn how they increased their automations by 10x with over a 100 automations, 15k views on knowledge base and 20% reduction in manual efforts!
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