Case Study: Deskforce achieves 96% first-response SLAs with Freshdesk

Deskforce - Customer Case Study

Deskforce, a cloud-based contact center platform with offices in Israel, Bulgaria and Ukraine, faced an inability to make data‑backed decisions and lacked KPIs to measure support efforts. Leadership needed visibility into agent performance and SLAs to optimize staffing, automate routine queries, identify product trends, and drive more consistent customer outcomes.

By deploying Freshdesk and Freshchat and integrating Deskforce communications into a single interface, the team used customizable dashboards, automation rules, canned responses and team huddles to streamline workflows and coach agents. The result: consolidated context for agents, faster resolutions through intelligent assignment and escalations, and a 96% first‑response SLA with ~55 agents on the platform — enabling data‑driven staffing and improved customer experience.

Deskforce

Nawaf Helou

Director of Customer Experience