Case Study: BUX (mobile stock trading app) achieves global in-app support and an 18% FCR increase with Freshdesk

Bux uses Freshdesk to provide a global support

BUX is an Amsterdam-based mobile-first stock trading app founded in 2014 that aims to make the stock market accessible to young, mobile-savvy users. As it scaled globally, the company faced challenges with a separate, unintuitive in‑app support experience and the need to provide regional, multilingual help within the app for a diverse audience.

BUX chose Freshdesk for its simple interface and growth-oriented fit, integrating the Mobihelp SDK for seamless in‑app chat and searchable articles, and using Freshdesk’s knowledge base, feedback widget and multi‑channel phone/email routing. The support operation (9 agents) handled 17,383 tickets (about 1,400/month), achieved an 18% increase in first contact resolution, and delivered smoother, region-specific support without customers noticing a separate tool.

BUX

Yorick Naeff

Head of Client Operations