Jeanswest Enhances Customer Service with Freshworks

Jeanswest, a renowned denim brand with over 230 stores across Australia and New Zealand, was facing challenges with its customer service operations. The company's customer base is highly loyal and engaged, with 70% of all purchases coming from existing loyalty program members. However, as Jeanswest continued to grow, its legacy customer service platform started showing gaps that threatened its ability to maintain its high level of customer service. The primary channel used for customer service was phone, but the legacy system was unable to cope with increasing call volumes, capture missed calls effectively, or provide a robust reporting structure. This lack of visibility into customer queries and siloed operations was hindering Jeanswest's ability to optimize call rosters and gain insights into its customers' preferences.

Jeanswest is a well-established denim brand, founded in 1972. With over 45 years of experience, the company operates 230 stores across Australia and New Zealand. Jeanswest has become a household name and a favorite go-to brand for high-quality denim and high fashion. The company has a very loyal and vocal customer base, with 70% of all purchases coming from existing loyalty program members. These customers have a high level of engagement with the brand, largely due to the customer service offered by Jeanswest, which is defined by its core values of being bold, focused, and united.