Felix Mobile's Digital Transformation: Achieving 98% CSAT with Freshdesk Omnichannel

Felix Mobile is a SIM-only telecommunications brand based in Australia. The company is unique in its commitment to environmental sustainability, being carbon neutral certified and powered by renewable electricity. They offer a simple plan for customers with no lock-in contract, aiming to change the way telcos view their impact on the environment. Felix Mobile plants a tree for every month that a customer stays on with their service. The company is also committed to providing a digital-first customer service experience, aiming to distinguish itself in a saturated market through excellent customer service.

Felix Mobile, an environmentally conscious, SIM-only telecommunications brand in Australia, faced the challenge of distinguishing itself in a saturated market. The company's vision was to offer a simple product and easy-to-use digital service while also considering its environmental impact. However, as a new entrant in a busy marketplace, Felix Mobile needed to find a unique selling proposition. The company identified 'digital-first customer service' as a potential differentiator. They aimed to provide an integrated experience for their customers, offering local and personalized service to ensure memorable customer interactions. However, to achieve this, they needed a vendor capable of integrating a chat platform with Felix's app and providing a seamless omnichannel experience for their customers.

Felix Mobile partnered with Freshworks to implement Freshdesk Omnichannel, a platform that allowed them to support customers over their preferred digital channel, whether that was social media, web support, or chat through the Felix Mobile app. The platform was user-friendly and allowed for adjustments on the fly, enabling Felix Mobile to manage without a large enterprise-level support team. Felix Mobile also utilized bots and AI within their support framework. They started by setting up agent-assist bots to help triage questions, which proved to be a great success. The company plans to continue refining and fine-tuning their bot-led customer service, with the aim of offering customers the ability to interact with a chatbot for high volume, low complexity questions.

• The implementation of Freshdesk Omnichannel has been a success for Felix Mobile. The platform has been well-received by the team, with agents finding it easy to use and navigate. The use of agent-assist bots has also been beneficial, helping to triage questions and streamline the troubleshooting process. The company has seen a high uptake of the chat function, with 94% of customers choosing to communicate via this channel. This digital-first approach to customer service has allowed Felix Mobile to differentiate itself in a competitive market. The company's CSAT rating stands as an excellent early indicator that their support has been set up correctly, and they are excited about the potential for further growth and success in partnership with Freshworks.

• Felix Mobile achieved a CSAT (Customer Satisfaction Score) of 98% (4.9 out of 5)

• The company resolves over 1900 tickets per week

• 80.5% of tickets are deflected, indicating successful resolution without agent intervention