Problems resolved so far
Number of support channels
Tickets per day
In May '08, a guy with a busted knee found that there was a distinct lack of good underclothing options for men. Mikel Schwarz (the busted knee guy) found that the ones in the market either bunched up uncomfortably beneath layers of shirts and coats, were too short at the torso or too long at the sleeves. So he decided to make his own and called it RibbedTee.
With a great product, come great challenges. Challenges like meeting target quantity without sacrificing quality; increasing shipments by the hundreds, managing customers by the hundreds and more importantly, ensuring that every customer has an answer even when the inbox is flooded with questions about products. To deal with the product and shipment questions easily, RibbedTee created a separate inbox for each of their products and assigned agents to sort through the mail and organize them.
But with every new brand or variety they added, they found that management of the messages had become too complicated. Multiple agents either replied to the same message or the messages were not sorted properly and were lost altogether. Their support had started sagging to levels which their undershirts never reached.
RibbedTee realized that with every good relationship they were able to maintain, more were going sour purely because of the sheer volume of requests and emails they received. So, they decided to get a system to tackle their weakest points. Features like an automated system to take care of all the sorting and assigning of tickets based on the brand, a monitoring system to ensure multiple agents did not answer the same question and the ability to maintain solutions exclusive to each brand of their product were on top of their list of wants. So they went to Desk.com and found that agents had to be trained to use key codes even for simple things like formatting a response.
Inserting a link in a response required the use of a syntax half the length of said link itself. Creating bulleted lists required them to use asterisks for every subsequent level of points. To make text bold or to italicize it, they needed to use underscores and asterisks. Other tasks required potential agents to be trained in using the helpdesk as well. As the service did not fit well with their workstyle, RibbedTee decided to try Freshdesk out.
RibbedTee's first goal when using Freshdesk was organising all of the incoming questions. From questions regarding their types of shirts to questions about their delivery, all had to be answered and the clock was ticking. Having traveled three mouse clicks from "Login" to "Setup Email Inbox", agents were easily able to set up automations, allowing them to concentrate more on solving problems rather than wondering how incoming tickets should be assigned. And there was a distinct lack of need for key codes or asterisk symbols; be it when formatting replies or while setting up the Supervisor.
The ability to manage queries for all their brands, manage canned responses for each brand and automate most of the mundane stuff has resulted in a huge increase in the quality of support being provided. With the ability to truly collaborate without colliding with each other, RibbedTee has stopped worrying about the process and finally started worrying about the only thing that matters: customer happiness.
I am an advocate of staying operationally efficient. I am not a big fan of growing the team. I am interested in doing more with less, so I would like to have a small team that is highly efficient. Freshdesk is definitely the right tool for this.