First Call Resolution
Average Resolution Time
CashKaro.com is India's Largest Cashback & Coupons site backed by Mr Ratan Tata & one of India’s leading VC firms, Kalaari Capital. CashKaro is a one stop destination for savings on all online shopping, enabling members to compare prices, earn extra cashback and get free coupons across 1000+ ecommerce sites like Flipkart, Snapdeal, Paytm, Myntra etc.
CashKaro’s support department managed all their CRM through email, using Outlook. However, agents were not able to operate efficiently due to back-breaking track of tickets. “Firstly, keeping the history of a user at one place for a query was very difficult”, says Farooq, Operations & CRM Manager. More tickets became overdue and, as time progressed, the overdue tickets started piling up. CashKaro’s frequent downtimes also affected the ability to serve customers. The overall process of managing and responding to tickets had become too cumbersome as the agents could not collate and streamline, merely to register, sort, and track the problems.
“We had to move from MS Outlook to something that we can use at the same time, more importantly, we can track all our issues using one single dashboard”, admits Qaisar Farooq, Operations & CRM Manager, CashKaro.
The team had a list of requirements (Email, chat and social media) in place for a support tool. Farooq says “It had to be flexible enough that our own people could configure and change the workflows and do things rather than have consultants come in to do it”. CashKaro started evaluating helpdesk tools such as Salesforce, Zendesk and Freshdesk. Lack of fully-fledged support solution added chaos hence they decided a tool that could help the business grow by streamlining the process. They discovered Freshdesk and realized they had found a customer support solution that fit their requirements perfectly.
“We were blown away when we saw Freshdesk. The combination of social, email, knowledge base, mobile, and gamification all together is what sealed the deal for us.”
“Freshdesk is a time saving tool, which improves productivity”, says, Farooq.
CashKaro has been using Freshdesk for about two years now with 7 agents and have successfully resolved over 19,000 tickets as part of their daily ticket management, social media and chat. The team feels there’s a great benefit of using Freshdesk as all ticket assignments get executed consistently as they come in, making sure that no ticket is left out. Qaisar Farooq adds, “In short, it helps all our agents equally share the load of ticket inflow. It has made the report generation easier and faster.” Drastic difference in productivity and chat has improved CashKaro curb down on resolution time.