INDUSTRY

E Retailer

LOCATION

England, UK

CHALLENGES
  • No uniform support experience
FAVORITE FEATURES
  • Email and social support
  • Multi-brand support capability
  • Usable interface

About MartialArtShop

Supporting everyday customers with everyday needs can be difficult enough. Martin Blakeway, Director at MartialArtShop, and 5th Dan Multi Style Martial Arts Instructor knew he had to make their customer service exceptional if they wanted to keep their shuriken flowing. Since they retailed a number of brands, including their own, providing a uniform support experience was even more difficult.

How do you support a bunch of Nunchaku weilding ninjas?

"Quality equipment at a price that's right, with great service for those who practice & preach the good fight”

MartialArtShop is an e-retailer with a difference. They sell martial arts equipment and their customers include over 25,000 Jujitsu masters, ninjas in stealth mode, and samurai warriors in UK. Supporting everyday customers with everyday needs can be difficult enough. Martin Blakeway, Director at MartialArtShop, and 5th Dan Multi Style Martial Arts Instructor knew he had to make their customer service exceptional if they wanted to keep their shuriken flowing. Since they retailed a number of brands, including their own, providing a uniform support experience was even more difficult.

After juggling with email, and air-punching with a few support solutions, Martin finally narrowed down to Freshdesk.

Freshdesk has helped boost our support to a whole new level. Thanks to multiple product support and integration of social channels, we have never had it easier. The best part is now everything comes down to one easy flow of support requests!

Martin Blakeway

Managing Director

MartialArtShop

The Freshdesk Experience

MartialArtShop had different avenues for customers to contact them. Each brand had a specific support mailbox, in addition to social media profiles and a distinct web presence. Within the first week of using Freshdesk, MartialArtShop was able to roundhouse kick support requests from every product and customer into a single streamlined view for all their agents.

“Freshdesk makes it very easy to support customers across channels, with its Facebook and Twitter integration”, says Martin. “The multi-channel support has been the biggest help, with all our support queries coming into a single stream”

With their MartialArtClub and their own brand, Spirit, linked with Freshdesk, Martin has been able to manage all customer communications from a single place. The coolest part is their agents never have to leave Freshdesk, no matter where the ninjas are!

Martin extensively uses the Dispatch’r in Freshdesk to categorize, prioritize and assign support requests to the right ninjas in his team.

He feels their support has never been better!

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