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Freshworks > Case Studies > CeX WeBuy Leverages Freshdesk to Manage Surge in Customer Enquiries During COVID-19
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CeX WeBuy Leverages Freshdesk to Manage Surge in Customer Enquiries During COVID-19

Technology Category
  • Wearables - Tags & Patches
Applicable Industries
  • E-Commerce
  • Retail
Applicable Functions
  • Procurement
  • Sales & Marketing
Use Cases
  • Mass Customization
  • Retail Store Automation
Services
  • System Integration
The Challenge

CeX WeBuy, a global dealer of second-hand electronics, video games, and computing equipment, faced a significant challenge during the COVID-19 pandemic. The company, which relies heavily on its physical stores for buying and selling used products, was hit hard by the lockdown restrictions. The closure of stores led to a surge in customer enquiries, with ticket volumes increasing by over 100% compared to the previous year. The company was also dealing with the confusion over lockdown guidelines, with customers contacting individual stores to check if they were open and to get updates on their orders. Prior to the pandemic, CeX WeBuy had been using Zendesk to manage its customer support operations, but found it lacking in customization, support, and reporting options.

About The Customer

CeX WeBuy is one of the world's largest dealers of second-hand electronics, video games, and computing equipment. The company was founded in London in 1992 and has since expanded its global footprint, with hundreds of stores spread across four continents. CeX WeBuy relies heavily on its expansive network of physical stores to buy and sell used products from customers. The company prides itself on providing high-quality customer service, with support agents possessing an in-depth understanding of the products, company policies, and regional regulations.

The Solution

CeX WeBuy turned to Freshdesk to manage the surge in customer enquiries. The company had started its journey with Freshdesk in 2016, impressed by the extent of customization available with the product. During the pandemic, the company leveraged Freshdesk's Knowledge Base to proactively answer customer questions before they even raised a ticket. They created a dedicated COVID-19 section on their Support page, populated with answers to the most frequently asked questions. The company also built a cohesive global support team, with agents using a centralized system to stay up-to-date with changing lockdown guidelines and regional regulations. Furthermore, CeX WeBuy transformed its reporting capabilities with Freshdesk, enabling them to easily track ticket volumes, SLA performance, and resolution times.

Operational Impact

  • The implementation of Freshdesk's solution allowed CeX WeBuy to navigate the challenges posed by the COVID-19 pandemic effectively. The company was able to manage the surge in ticket volumes without increasing agent headcount, thanks to the proactive support offered by Freshdesk's Knowledge Base. The centralized support system brought the team closer together, making it easier to train and coach people from different countries. The company was also able to improve visibility of issues within and across departments, with individual departments no longer working in silos. Looking ahead, CeX WeBuy is planning to open up new support channels and improve existing ones, with a stronger emphasis on social media support channels and WhatsApp.

Quantitative Benefit

  • Managed a 100% surge in ticket volume during the COVID-19 lockdown

  • FAQs received around 400,000 views in the UK alone

  • Estimated 40,000 tickets deflected by the knowledge base

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