Fluid Services Enhances Customer Support and Agent Accountability with Freshdesk

Fluid Services, a field service marketing and operations company, was initially managing customer queries and requests through a shared inbox. This system lacked accountability and transparency, often leading to a bystander effect where no one took ownership of incoming service requests. The company also faced challenges with their initial help desk solution, Zendesk, which did not meet their growing requirements. Fluid Services also needed to manage their customer support channels more efficiently. Phone support was the most popular but also the most time-intensive channel, and with a fixed number of agents, it was not a scalable solution. The company wanted to push text support but needed an integrated solution that could manage customer interactions across channels.

Fluid Services is a field service marketing and operations company based in Ohio. The company was co-founded by Adam Butcher and Alex Hallmark, who have extensive experience in the field service industry. Fluid Services was launched to provide service companies with expertise on how to market their services online. The company started working remotely in January 2019, before the pandemic forced other companies to adopt a similar model. Fluid Services is associated with Fred’s Appliance, a Cleveland-based appliance repair and training company founded by Adam’s father.