7-Eleven Philippines Enhances Customer Support with Freshdesk

7-Eleven Philippines, a pioneer of 24-hour convenience stores in the country, was facing challenges with its customer support system. The customer support was outsourced to an external vendor, which resulted in limited visibility into customer query patterns and performance metrics. The company had no transparency into the vendor's analytics and could not validate their reports. They also had no visibility into the volume of calls, number of abandoned calls, etc. due to the use of the vendor’s telephony solution. This lack of control and visibility into customer support led the team to decide to bring the entire function in-house. They began exploring helpdesk solutions that would enable them to build a strong in-house support team.

7-Eleven is a global convenience store brand and one of the most recognizable names in retail. The Philippines chapter of 7-Eleven began in 1982 when Philippines Seven Corp (PSC) acquired the license to open and run 7-Eleven stores all across the country. For close to four decades now, 7-Eleven Philippines has been the pioneer of 24-hour convenience stores in the country. Today, there are over 3000 7-Eleven stores in the Philippines. The company has been fuelled by a desire to bring convenience like never before to its customers. This philosophy extends to its customer support.