Case Study: Ann Arbor T-Shirt Company achieves average response time of less than a minute with Freshdesk

Ann Arbor, a Freshdesk customer since 2012 achieves average response time of less than a minute

Ann Arbor T-Shirt Company, a retail garment printer in Ann Arbor, Michigan, grew from a local custom shop into online marketplaces and began handling roughly 1,500 support tickets per month. Using Gmail for support left them unable to assign agents, prioritize tickets, or manage contacts, which slowed responses and forced managers to shoulder most customer inquiries.

They implemented Freshdesk in late 2012 and adopted automation, automatic ticket dispatch, priority/status tags, notifications and a customized Contacts page (via Freshplugs) to surface order history. The changes cut stress and handling time, enabled personal interactions at scale, improved response quality and oversight, and delivered results including an average response time under one minute and a 78% first-call resolution rate.

Ann Arbor T-shirt Company

Chantal Laurens

Vice President of Retail Operations