Scribd
Upload
31 views2 pages

Assignment 3 Case Study 1

A

Uploaded by

r9gn3o
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
31 views2 pages

Assignment 3 Case Study 1

A

Uploaded by

r9gn3o
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 2

Assignment-3

Case Study -1

Q. How does Freshdesk increase customers from 500 to 80,000?

ANS : Freshdesk's Growth from 500 to 80,000 Customers

Freshdesk, a cloud-based helpdesk system, has experienced significant growth in its


customer base, increasing from 500 customers to 80,000 customers. Several factors have
contributed to this growth:

1. Wide Range of Features: Freshdesk offers a range of powerful solutions for customer
service, including unifying conversations from various channels (email, phone, web, chat,
and social), automating workflows, providing self-service options, managing SLAs, and
generating reports.

2. Customization and Branding: Freshdesk is intuitive and easy to customize, allowing


companies to tailor it to their branding and specific requirements.

3. Integration Capabilities: Freshdesk boasts over 1,000 integrations, making it easy to


pair with third-party tools and in-house applications like Freshcaller and Freshchat.

4. Scalability: Freshdesk has proven its ability to handle support at scale, as evidenced by
its successful implementation by companies of all sizes and industries, including ESS,
PhonePe, Georg Fischer Piping Systems, and Cutter Group.

5. Positive Customer Experiences: Freshdesk has garnered a reputation for providing


remarkable customer service, earning the trust of over 50,000 businesses worldwide,
including well-known organizations like Bridgestone, HP, Harvard University, and DHL.

6. Ease of Use: Freshdesk is considered one of the best customer support software
solutions in the market, with a user-friendly interface and features that streamline work
and enhance productivity.

7. Security and Reliability: Freshdesk ensures the security of customer data through SSL
encryption and regular updates with the latest security patches. Its servers are hosted in
world-class data centers protected by biometric locks and 24-hour surveillance.

8. Partnerships and Acquisitions: Freshdesk has made strategic partnerships and


acquisitions to enhance its offerings. For example, it has integrated with Chargebee to
simplify billing processes and enable exceptional customer support.
It's important to note that the growth of Freshdesk's customer base is a result of a
combination of factors, including the software's features, customization options,
integration capabilities, scalability, positive customer experiences, ease of use, security
measures, and strategic partnerships.

Q. Define the role of Chargebee in Freshdesk success?

ANS : The Role of Chargebee in Freshdesk's Success

Chargebee, a recurring billing and subscription management platform, has played a


significant role in the success of Freshdesk. Here's how Chargebee has contributed to
Freshdesk's growth:

1. Streamlining Billing Operations: Freshdesk has leveraged Chargebee for its entire
billing operations, allowing them to manage subscriptions, billing, and invoicing at scale.
The ease of user role management provided by Chargebee's Admin Interface has saved
time and reduced misunderstandings within different teams at Freshdesk.

2. Integration with Freshdesk: Chargebee integrates seamlessly with Freshdesk, providing


a comprehensive solution for managing subscriptions and billing processes. With the
Chargebee-Freshdesk integration, customer support teams have all the necessary
subscription details displayed alongside support tickets. This eliminates the need to toggle
between browser tabs, boosting productivity and enabling efficient customer support.

3. Automation and Efficiency: Chargebee's integration with Freshdesk automates various


billing workflows, such as subscription management, payment collection, invoicing, and
email notifications. This automation streamlines processes, improves efficiency, and
reduces manual effort for Freshdesk.

4. Real-time Data Sync: Chargebee and Freshdesk integrate in real-time, ensuring that any
new subscriptions in Chargebee are automatically added to Freshdesk as contacts. This
eliminates the need for manual data entry and keeps customer information up to date.

5. Seamless Payment Collection: Chargebee integrates with leading payment gateways


worldwide, allowing Freshdesk to automate payment collection. This simplifies the billing
process and ensures a smooth customer experience.

By leveraging Chargebee's capabilities, Freshdesk has been able to streamline its billing
operations, enhance customer support, automate workflows, and improve overall
efficiency. This integration has played a crucial role in Freshdesk's success by providing a
comprehensive solution for managing subscriptions and billing processes.

You might also like