Before implementing the Textline-Freshdesk integration, Crunchi dealt with several communication woes. Specifically, the cosmetics brand struggled with email overload and communicating quickly with customers and brand advocates, explained Michelle Rosado, Client and Advocate Support Manager at Crunchi.
Specifically, Crunchi found that emails were difficult to track and organize, no communication KPIs were measured, and there were limits on the number of emails they could receive daily.
To help improve customer and advocate communication, Crunchi implemented Freshworks’ cloud-based customer service software and added the Textline SMS integration.
The seamless integration lets customers send mass texts and reply to text messages without leaving Freshdesk. This helps Crunchi – and other brands like it – respond quicker and view the entire text conversation history with each contact. Additionally, all text conversations are logged as customer tickets in Freshdesk, and contacts sync to Textline’s address book.
By adding the integration, Crunchi can categorize, track, assign, and create emails and texts in one platform. The Crunchi team also creates premade templates to answer common customer questions and issues to improve resolution time.
Crunchi takes advantage of several Textline features to improve communication — specifically, Announcements and Whispers. Crunchi uses Announcements to send monthly text reminders and attachments to its advocates. “We use this feature often, and [it] has been a time saver for us,” Ms. Rosado said.
The brand also uses Whispers to leave private internal notes to its team on different text threads. Ms. Rosado explains that this feature helps the team stay on the same page.
In addition to Textline features, the Crunchi team also uses top Freshdesk features. In particular, for merchant service disputes, the Crunchi team can easily capture the support case as a PDF and escalate the case to the necessary party. Freshdesk’s solution captures helpful timestamps and maintains internal notes to help ensure these disputes have the context required to be handled appropriately. Additionally, with Freshdesk’s report feature, Crunchi can better track group performance to understand KPIs and make better business decisions.
Overall, the integration has allowed Crunchi to organize, track, and create emails and texts within one platform. The Textline and Freshdesk features improved resolution time, employee efficiency, and KPI tracking.
Ms. Rosado added that the Freshdesk-Textline integration has become Crunchi's primary communication tool, enabling swift issue resolution and efficient information dissemination to customers and advocates.
“[Freshdesk] and Textline created a smoother interaction from a user experience,” Ms. Rosado said.
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