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Randberg, South Africa
Freshdesk Support Desk, Freshdesk Messaging, Freshservice
Reduction in average handling time
MultiChoice Group (MultiChoice) is an entertainment powerhouse and is Africa’s leading media company. The company is passionate about telling stories that are rooted in the unique cultures of the countries it broadcasts in. Through a combination of services including Direct to Home satellite television, Digital Terrestrial Television and online video entertainment, it uses the power of storytelling to enrich lives.
MultiChoice views itself first and foremost as a customer experience organization. Today, the company serves around 9 million customers in South Africa and over 21 million customers across the continent. Freshworks was in conversation with Roland Naidoo, Head of Operations and Brendon Emmanuel, Sr. Manager - Program Management, to understand how the company delivers a seamless omnichannel customer experience every time.
At MultiChoice, everyone, right from the Group Chairman to the call center executive has customer experience on their minds. Over the last five years, the company has been on a continuous improvement journey to improve its customer support capabilities. “We had to differentiate between customer service and customer experience,” explains Brendon. “These two terms are used interchangeably but are fundamentally different. With customer service, the customer expects you to know how to do your job. Customer experience means that we go one step beyond what the customer expects. We ensure that the customer journey is simplified, that they don’t have to repeat themselves and that their issues are proactively addressed.”
The team at MultiChoice posed a very straightforward question to itself: “What can we do better for our customers?” Ultimately, the answer to this boiled down to providing its customers with the same experience across all customer service channels - in other words, delivering an omnichannel experience. As Roland recalls, “My team and I realized that when a customer contacts an agent, whether it’s a human or digital interaction, they’re looking for consistency, a quick turnaround time and the right answer every time. Omnichannel was the best way to achieve this.”
MultiChoice has been a true visionary in leading the charge for omnichannel support. It was, in fact, one of the earliest adopters of omnichannel in the continent. When evaluating solutions that could bring its vision to life, the team had clear expectations. It needed a platform that could:
Freshworks’ impressive suite of solutions made it a clear winner. The company now uses Freshdesk Support Desk, Freshdesk Messaging and Freshservice to link every stage of its customer support journey. Roland, who was awarded the Global Change Architect of the Year award for pioneering innovation in CX, believes that this omnichannel view has been critical in preemptively engaging with customers and resolving issues before they even crop up.
“The Omnichannel journey is not a simple or easy one to conceive and execute. The great thing about this collaboration is the flexibility of Freshworks to adapt to the MultiChoice journey and co-create the customer roadmap. The team not only sells customer experience but lives it. We have been able to achieve an incredible amount in very short spaces of time, pulling everything together into one customer service view with Freshworks and being able to integrate with just about any other service capability.”
Operations Executive: Head of Ops
The team’s goal from day 1 has been to create a single UI that provides the customer’s details and history, allows agents to perform transactions and ultimately solve the issue within a single dashboard. To that effect, it has brought its existing telephony solution and queue management system (Qmatic) within Freshdesk. T.U.M.I., the team’s in-house AI-powered chatbot, is integrated with Freshdesk so that agents can view a customer’s entire history of conversations within the tool. In the back-end, Freshdesk is integrated with the CRM to enrich the database. Internally, Freshdesk and Freshservice have been linked to enable agents to escalate tickets to various departments if needed.
What does this integrated setup look like in action? If, for example, a customer who has been disconnected is contacting the support team, the AI pseudo-prediction model deciphers that the customer probably wants to know how much to pay, when to pay, or when they’re going to be reconnected. The prediction model is integrated with Freshdesk and offers these insights to the agent, along with the customer’s billing history and due date. Within Freshdesk, the agent can see if the customer has interacted with them at any other touchpoint. If the customer has sent an email and raised a ticket through a walk-in at the store, the agent can merge both to avoid duplication. In cases where it’s out of the agent’s capabilities to help the customer, the ticket gets escalated to Freshservice and routed to the concerned department. Once that department resolves the ticket, it is reflected within Freshdesk and the communication is sent out to the customer.
The omnichannel ecosystem has delivered real tangible results for MultiChoice in five key areas:
The team attributes these impressive results to two things: the maturity of Freshworks’ solutions and the customer-first philosophy of the organization. “We don’t believe in tech for tech’s sake,” claims Roland. “For us, it was about understanding the common thread between what our customer needs, what our agents need and what our business needs. We were then able to customize and configure Freshworks’ solutions to set up technical instances that could really wow our customers. ”
MultiChoice continues to be a trailblazer in delivering superior customer experience. For its next chapter, the company plans to go deeper into AI and bot assistance through predictive customer engagement. As Brendon predicts, “This will help us tap into real data sources to quickly and efficiently expand our support operations, while keeping an eye on future growth opportunities.”
“The omnichannel experience for us has been a revelation. We don’t see it as multiple channels, we see it as a single channel located in different places. This helps us provide consistently high-quality support at every customer touch point!”
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