Two years ago, CakeResume came to Master Concept for some help with its transformation process. Master Concept helped tremendously with grasping customers’ core issues and examining what tools worked best for CakeResume. During the early stages of customers adopting new tools, Master Concept also provides consultation services and assistance in problem solving. For instance, regarding how to use push notification effectively without disturbing the users, Master Concept gave much advice in terms of back-end programming design. Master Concept would also look into what positive experiences provided by the customer’s previous tools could be retained by new tools to ensure good services are not omitted during the transformation process.
On the advice of Master Concept, CakeResume adopted Freshworks customer interaction solutions including the customer service chatbots-based Freshdesk Messaging and Freshdesk Support Desk, a management system for knowledge base articles. Through the integration of both tools, users only need to access the online customer engagement platform on the bottom right corner of the webpage to get one-stop assistance and response without getting stuck while they build their resumes. With an automation-based flow design,the back-end service team can identify and read user questions in real-time and rely on the knowledge base content to preliminarily resolve obstacles encountered by users during the resume creation process. CakeResume’s operation manager,Vera, pointed out that about 70-80% of the user questions could be answered at this stage.
On top of that, as CakeResume users continue to grow all over the world, Freshworks solutions can serve all users across different time zones minus any hiccups, with the customer engagement platform supplying answers from the knowledge base with precision. The back-end customer service staff can also swiftly provide further assistance the following day by tracking user footprints and IP locations. Vera stated that this pool of creative talents trained in software and digital marketing is an important asset to CakeResume; resolving their doubts and increasing their stickiness to the platform is synonymous with expanding the CakeResume ecosystem. Subsequently, great talent resumes will attract great companies to the platform for talent hunting.
Trantor’s vision for Freshworks does not stop there. He believes that customer engagement platforms should not be merely for one-way communication, but instead, CakeResume should take the initiative to observe user needs and offer assistance accordingly. “For instance, we can give guidance on follow-up actions after users complete their resumes,” said Trantor. Such a proactive marketing approach can also be applied to corporate clients; namely, after they browse the paid subscribed webpages, the customer engagement platform would ask them in their next login about their willingness to subscribe. Such are conventional remarketing approaches commonly done via email. Trantor also hopes to create more scenarios through the customer engagement platform on the bottom right corner of the webpage.
