LAMDA's Successful Streamlining of Global Examination Operations with Freshdesk

Despite the challenges posed by the COVID-19 pandemic, LAMDA's support team was able to deliver stellar customer support. The 'Merge Tickets' feature on Freshdesk allowed the team to avoid duplication and efficiently manage related queries. The platform's ability to track every interaction with a customer helped avoid contradictions or repetitions in communication, providing a clearer audit trail. The internal collaboration feature facilitated the involvement of multiple departments in resolving a ticket, significantly reducing the average resolution time. As the team returns to the office, they plan to focus on improving the quality of support even further by analyzing reports and analytics on Freshdesk. With a reliable support solution as its backbone, LAMDA is now focusing on growth and is developing its exams database to increase efficiency and reach its pre-COVID growth rate.

Significant reduction in the average resolution time of a ticket due to Freshdesk's internal collaboration feature.

Exponential increase in the number of tickets managed through Freshdesk due to the discontinuation of phone support.

Efficient handling of a larger number of tickets per agent due to the reduction in the size of the customer service team.