1-grid Enhances Customer Service Experience with Freshdesk and Freshchat

Through the seamless interface and advanced features of Freshdesk and Freshchat, 1-grid has noticed major improvements in three key areas: volume of incoming queries, customer satisfaction and agent productivity. The company has also integrated WhatsApp chat support, which is already receiving around 50 chat queries per day without any marketing. The company plans to expand its self-service capabilities to reduce agent workload. They are in the process of expanding their Knowledge Base so that customers can refer to self-help articles to find solutions for common concerns. They are also implementing new tools in the customer portal that will help customers carry out more tasks - such as enabling or disabling domain renewal - by themselves.

40% decrease in queries: Before Freshworks, 1-grid averaged around 12,000 customer queries each month. Since recurrent queries are now resolved automatically, the total monthly queries has dropped to 7,000.

81% CSAT score: Customer satisfaction has increased from 60% to 80% due in large part to the faster resolution times made possible by Freshchat.

Response time improvement: One of 1-grid’s main objectives was to improve resolution times for their customers. Through the combination of Freshdesk and Freshchat, they have managed to improve response time by 80%.