Freshworks Inc. has disclosed that Monos, its upscale online bag emporium, has completed the digital transformation of its customer support operations by integrating the company’s service solutions. Monos has enhanced agent efficiency through AI-driven ticketing and voice support tools, leading to increased satisfaction among both customers and the retailer’s service representatives.
From its stylish and durable product designs to its customer service initiatives, Monos is dedicated to ensuring the contentment of its clientele. Nevertheless, the company’s IT framework has faced challenges in supporting its customer-centric approach as it expanded significantly since its inception in 2018. Prompt emails to the CEO signaled the necessity for a systematic strategy.
To tackle these challenges, Monos adopted Freshdesk to manage various communication channels such as Facebook, Instagram, chat, and email. Leveraging the advanced relational AI features of FreddyAI, the company is enhancing operational efficiency with AI-driven recommendations, automated support processes, and chatbots for swift customer query resolution, leading to exceptional customer interactions.
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With the aid of Freshworks, Monos has streamlined and simplified support interactions for refunds, returns, and inquiries across diverse communication platforms, delighting customers and optimizing resource allocation. The solutions provide valuable insights into consumer data, empowering Monos to identify areas for business enhancement and deliver a gratifying customer journey.
Jacen Cabading, Customer Experience Manager at Monos, remarked, “Witnessing the consolidation of our operations was a game-changer.” The solutions from Freshworks not only saved time and resources but also enabled our agents to focus on crucial tasks, fostering a more efficient work environment. Several of our staff members have even been promoted to different departments within the organization!
The suite of customer support products from Freshworks has significantly elevated Monos’ operations. The customer support team saw a remarkable 80% boost in agent performance. Utilizing Freshworks, they are now handling 3,000 tickets and 600 messages daily with 31 agents, resolving support queries 15% faster on average.
Monos has cemented its reputation for delivering exceptional customer service, evident in its impressive Customer Satisfaction (CSAT) score of 86% during the retailer’s month-long Black Friday sale in November.
Mike Wu, Director of Ecommerce and Customer Experience at Monos, shared, “We anticipated a surge in traffic during our month-long sales event, but the doubling of our website visitors in the first week exceeded our expectations.” “Freshworks” customer service solution enabled our agents to efficiently manage the high volume and address customer issues seamlessly. Initially aiming for a 4% sales increase, we were thrilled to surpass expectations with an incredible 500% growth!
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Amid a 400% surge in site traffic during Black Friday, Monos achieved an 85% customer retention rate, showcasing notable improvements in both customer loyalty and sales.
Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks, expressed, “We are delighted to be part of Monos’ digital transformation success story.” Monos customers have embraced our AI-driven customer support solutions, facilitating seamless assistance via chat, email, and social media. The integration of automated issue resolutions not only enhances company productivity significantly but also enables swift, data-informed decisions. Monos’ success story underscores the power of AI in elevating brand experiences.
