AI + Woolacombe Bay = 10-minute resolution time
A new case study explains how Freddy AI helped agents respond more efficiently and consistently to questions about the theme park’s tickets and lodging
Families from across the U.K. and elsewhere go to Woolacombe Bay Holiday Parks for their annual vacation. When they had questions about tickets to the theme park or lodging, they picked up the phone or sent an email. But dispersed staff in three different locations were often unprepared for the volume of inquiries and gave inconsistent responses.
The solution: A combination of Freshworks Customer Service Suite and Freddy Copilot has reduced average resolution time by 70%, to just 10 minutes. That’s in part because 83% of customers have been redirected from phone calls to more efficient digital channels, allowing agents to answer queries more efficiently with the help of Freddy AI.
“I had team members who weren’t comfortable at all with emails,” says Keira Hayter, sales team manager at Woolacombe. “With Freddy AI, they’ve gained so much confidence, and the quality of emails they’re sending now is remarkable.”
Learn more about how Freshworks boosted Woolacombe’s support in the full case study.
