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IT Service Management
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By Use Case
Aviolinx is one of the world’s largest airline communication providers. Having started out providing communication services on HF radio in 1968, Aviolinx have now expanded to offer both software and communication services to the airline industry. Their oldest product, Stockholm Radio, is probably the most trusted service product in aviation history for long range radio communication.
Before Freshdesk, Aviolinx supported its customers over the phone and through email with a three tiered process. Tier one agents answered all calls and manned the inboxes. Depending on the complexity of the request, they dealt with it themselves or passed it onto tier 2 or tier 3 agents. The tiers were structured such that tier one agents were equipped to deal with the simpler, more obvious queries while tier 3 agents were technical experts, well versed in the nuances of the product.
This process worked well enough when it was just one product but with Aviolinx’s success things got messy and complicated. As it’s product range expanded and its customer base doubled, and trebled, Aviolinx’s support team was barely able to hold it together.
Alec Farquharson, senior account and product manager, was quick to realize that their customer experience needed a drastic overhaul and they needed it fast. Else they wouldn’t be able to provide the kind of exceptional customer service that their customers deserved.
Aviolinx’s support process meant that every time a customer submitted a ticket and wanted to know the status of the ticket, he’d have to call support. So agents wasted a lot of time just attending to queries like this which could be eliminated with the right tool.
“Freshdesk had all our ‘must have’ functions and moreover, was accessible from a very fresh and easy to use GUI. I have looked at similar products and in my view, Freshdesk was the best value for money. This is exactly what we were looking for and it lives up to its name, it’s very fresh.”
Director, Project Management
Aviolinx stumbled upon Freshdesk when they were trying out various help desk software. However, it wasn’t even an hour since they began using it that they realized Freshdesk was the helpdesk they’d been looking for. The team was really impressed with how easy and hassle free support could be. They set up email notifications, integrated the customer portal into their website and were supercharging their support in just a few hours.
The switch to Freshdesk has revolutionized the way support works at Aviolinx. Support has gone from being a cumbersome, layered and time intensive process to a simple, straightforward process that the team enjoys implementing.
Aviolinx was able to see the results of the switch almost immediately. In under a month, Alec noticed increased productivity across all three tiers. Customers loved the new face of Avilolinx’s customer support.
“Freshdesk had all our ‘must have’ functions and moreover, was accessible from a very fresh and easy to use GUI.”, says Alec. “I have looked at similar products and in my view, Freshdesk was the best value for money. This is exactly what we were looking for and it lives up to its name, it’s very fresh.”
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