Case Study: CashKaro.com achieves 100% First Call & SLA Resolution and 4-hour average resolution with Freshdesk

CashKaro improves productivity with Freshdesk

CashKaro is India’s largest cashback and coupons site—backed by Ratan Tata and Kalaari Capital—helping members save across 1,000+ e‑commerce stores. Its support team was running entirely on Outlook, which made it hard to keep customer history, led to overdue tickets and frequent downtimes, and generally hampered agent productivity and issue tracking.

CashKaro evaluated helpdesk tools and chose Freshdesk for its email, chat and social support plus flexible, self‑configurable workflows. Using features like canned responses, a knowledge base and chat, the team streamlined processes and boosted productivity—achieving 100% first‑call resolution, 100% SLA resolution and an average resolution time of 4 hours.

CashKaro.com

Qaisar Farooq

Operations & CRM Manager