Case Study: Grofers achieves 75% CSAT and 1-hour average resolution with Freshdesk

Grofers elevates real-time customer experience for its users with Freshdesk

Grofers, one of India’s largest grocery e‑retailers (delivering ~20,000 orders daily across 96+ cities), needed to move away from a call‑centric, undocumented support process that lacked reporting, automation, bulk responses and ways to measure customer feedback. This gap was constraining real‑time customer experience and scalability as the business grew.

Grofers adopted Freshdesk to implement structured ticketing, canned responses, automation, dashboards and chat support, routing queries to specialist teams. The change cut email volume from ~4,000 to 140–170/day, enabled ~96% same‑day resolutions, improved first‑call response and average resolution to about one hour, raised CSAT to 75% and helped increase average order value from Rs.500 to Rs.1,200 — laying the groundwork for omnichannel support and AI‑driven automation.

Grofers

Karan Priyanku Sarma

Associate Director