CeX WeBuy Leverages Freshdesk to Manage Surge in Customer Enquiries During COVID-19

CeX WeBuy, a global dealer of second-hand electronics, video games, and computing equipment, faced a significant challenge during the COVID-19 pandemic. The company, which relies heavily on its physical stores for buying and selling used products, was hit hard by the lockdown restrictions. The closure of stores led to a surge in customer enquiries, with ticket volumes increasing by over 100% compared to the previous year. The company was also dealing with the confusion over lockdown guidelines, with customers contacting individual stores to check if they were open and to get updates on their orders. Prior to the pandemic, CeX WeBuy had been using Zendesk to manage its customer support operations, but found it lacking in customization, support, and reporting options.

CeX WeBuy is one of the world's largest dealers of second-hand electronics, video games, and computing equipment. The company was founded in London in 1992 and has since expanded its global footprint, with hundreds of stores spread across four continents. CeX WeBuy relies heavily on its expansive network of physical stores to buy and sell used products from customers. The company prides itself on providing high-quality customer service, with support agents possessing an in-depth understanding of the products, company policies, and regional regulations.