7-Eleven taps software firm Freshworks to enhance omnichannel CX

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Freshworks Inc. (Freshworks), a software company empowering businesses, assists global convenience store 7-Eleven in creating a seamless digital experience for its customers and franchise partners in the Philippines. Using Freshdesk and Freshdesk Contact Center, 7-Eleven automates and more quickly resolves queries to deliver the same in-store conveniences to their regular customers and online shoppers.

The company tapped Freshdesk in 2019 to extend to ramp up omnichannel customer support.

With Freshworks, 7-Eleven was able to consolidate all of its customer support into one platform. The customer care team that handles the general store and payment queries and the CLiQQ group that handles queries related to the 7-Eleven Loyalty program now use Freshdesk. Through this effort, 7-Eleven now has a unified control center for its customer and partner experiences in the Philippines.

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“With the rise of social media use in the Philippines, we’ve witnessed a high demand for support requests on the same channels,” said Aeruh Dimalanta, customer care specialist at 7-Eleven. “We got Freshdesk up and running in minutes and it helped us automate over 100,000 requests last year with easy-to-use automation on a platform that’s intuitive for our agents.”

Since it was first launched in 1982, 7-Eleven has established 3,000 branches nationwide.

According to Freshdesk and 7-Eleven, nearly all support requests received are resolved automatically and with over 95% service level agreement (SLA) attainment. The improved customer experience has helped 7-Eleven in the Philippines retain and grow its customer base, as well as increase the downloads of the 7-Eleven CLiQQ app.

“Freshdesk and its contact center are built to scale for consumer brands like 7-Eleven,” said Prakash Ramamurthy, chief product officer at Freshworks. “We pride ourselves on the ease of use of Freshdesk for support agents and are thrilled to see the business benefits that result from a better customer experience.”