Improving customer support platform
Kylli, Juho (2023)
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-202303294405
https://urn.fi/URN:NBN:fi:amk-202303294405
Tiivistelmä
This thesis was done in co-operation with 9Solutions Oy to better understand how the case company uses their current customer support platform – Freshdesk, and if it is done efficiently. This thesis focuses on software-as-a-service based customer support and service platforms.
Freshdesk and two of its competitors are analysed via SWOT analysis to better understand their strengths and weaknesses. In addition, it is explained if and how they would suit the case company better. To gather information for SWOT analysis and other comparisons, multiple customer reviews and features presented of these customer support platforms are explained and compared against each other. To gather information about 9Solutions use of Freshdesk, working personnel of 9Solutions that deal with Freshdesk and Extranet were interviewed. The principle of SWOT analysis is further explained in the end of the theoretical background.
Literary sources are used to explain the concept of software-as-a-service and the importance of good customer relations. Additionally, the structure of how the Freshdesk platform is provided to 9Solutions is explained to better understand the overall process.
The conclusion of this thesis suggest that the current platform is already in such a use that changing platform providers at this point would be difficult and most likely unnecessary. Freshdesk as a platform is considered by the working personnel as a helpful tool but not without its problems. Making changes to the ticket logging system, article updating process and further usage of forum system would speed up the workflow and be beneficial. Two of the Freshdesk competitors were found to be more plentiful in their features and overall possibilities but the costs of such a platform may not meet the benefits for 9Solutions.
Freshdesk and two of its competitors are analysed via SWOT analysis to better understand their strengths and weaknesses. In addition, it is explained if and how they would suit the case company better. To gather information for SWOT analysis and other comparisons, multiple customer reviews and features presented of these customer support platforms are explained and compared against each other. To gather information about 9Solutions use of Freshdesk, working personnel of 9Solutions that deal with Freshdesk and Extranet were interviewed. The principle of SWOT analysis is further explained in the end of the theoretical background.
Literary sources are used to explain the concept of software-as-a-service and the importance of good customer relations. Additionally, the structure of how the Freshdesk platform is provided to 9Solutions is explained to better understand the overall process.
The conclusion of this thesis suggest that the current platform is already in such a use that changing platform providers at this point would be difficult and most likely unnecessary. Freshdesk as a platform is considered by the working personnel as a helpful tool but not without its problems. Making changes to the ticket logging system, article updating process and further usage of forum system would speed up the workflow and be beneficial. Two of the Freshdesk competitors were found to be more plentiful in their features and overall possibilities but the costs of such a platform may not meet the benefits for 9Solutions.