Case Study: Earth911 streamlines customer support with Freshdesk

Earth911 - Customer Case Study

Earth911 is a North American directory of recycling information—covering over 300 materials and recognized with more than 70 awards. When improving its customer support, Earth911 moved from an on‑prem Help Spot solution to Zendesk but still lacked key capabilities: BCC support, rich text formatting with links, a simple multi‑channel interface, and time‑saving canned responses.

After trialing Freshdesk, Earth911 found a near‑perfect fit: BCC and rich text in tickets, a shared inbox, and canned responses that streamline replies. The result was a simpler, faster support workflow—agents save time, conversations are easier to manage, and the overall support experience is noticeably improved.

Earth911

Trey Granger

Senior Waste Analyst