Story
Freshworks
CotyFreshworks Supports Omnichannel Service at Coty
Coty, a consumer staples organization in the United States, uses Freshdesk from Freshworks to support omnichannel service for contact center teams.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because contact center routing has a clear owner |
| Productivity | Handoffs in omnichannel service sit in a shared queue instead of a mailbox trail |
| Risk and compliance | Freshdesk is the governed place contact center teams use for omnichannel service |
Story
Coty grew contact center routing faster than the local tools around it. From the United States, consumer staples teams still had to serve customers and internal partners who expected a straight answer. Contact center teams were the ones stitching the picture together by hand.
Rolling out Freshdesk put omnichannel service on Freshworks. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. Coty keeps the product in the path where work already happens, so contact center teams do not context-switch into a graveyard system used only for audits.
The visible result is steadier omnichannel service. Contact center routing is easier to inspect, and adjacent groups can join contact center teams without a guided tour of someone's desktop.
