Suppliers
United States
Freshworks
Overview
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Freshworks |
| United States | |
| San Mateo | |
| 2010 | |
| Public | |
| FRSH (NASDAQ) | |
| $100m-1b | |
| 1,001 - 10,000 | |
| Open website |
IoT Snapshot
Technology Stack
Case Studies
Number of Case Studies65
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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. |
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Kaafmeem Enhances Customer Operations with Freshchat and WhatsApp Integration
KaafMeem, a Saudi-based fashion e-commerce company, was facing challenges in its customer service operations. The company, which specializes in modern Arabic fashion, had traditionally used email and direct calls to handle sales queries, delivery information requests, and questions about refunds and replacements. However, they wanted to provide a more user-friendly channel for their customers to immediately access the Kaafmeem team. They were looking for a solution that would allow them to open a direct dialogue with their consumers, making the shopping experience as seamless and convenient as possible. The challenge was to find a platform that was popular among their customer base and could be integrated easily into their existing operations. |
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Cheetah Digital's Transformation: Enhancing ESM with Freshservice
Cheetah Digital, a cross-channel customer engagement solution provider, faced significant challenges in its IT operations after breaking away from Experian in 2017. The newly formed IT team was understaffed with only four agents, insufficient to meet the volume of demands. The team had previously relied on Experian’s internal tools to manage IT requests and needed a new ticketing system. The company's IT roadmap was to be cloud-first, requiring a solution that could provide continuous maturity and stability. Additionally, the IT department recognized the need for automation to scale with increasing demand. The company also faced challenges in driving user adoption of the new ITSM solution, as most IT requests initially came in through emails or walk-ups. |
