Case Study: Untappd achieves maximum agent efficiency with Freshcaller

Untappd uses Freshcaller to maximize agent efficiency

Untappd, a social network for beer enthusiasts and businesses, needed to scale customer support for two distinct audiences but was constrained by a sales-focused CRM and a single shared phone that created a bottleneck. To address this, Untappd signed up for Freshcaller call center software.

Freshcaller let agents answer calls from any laptop, eliminated the single-phone constraint so all agents could take calls simultaneously, and added skill-based routing, call recording, and call notes. As a result, Untappd increased agent availability, shortened response times, reduced repeat explanations during transfers, and delivered warmer, more efficient phone support.

Untappd

Emma Johnson

Vice President of Customer Support