Case Study: Nebu achieves improved customer satisfaction and faster ticket resolution with Freshdesk

How Freshdesk helped Nebu setup an astute helpdesk

Nebu, a Netherlands-based software company founded in 1992 and maker of the multimode data-collection platform Nebu InterViewer, had outgrown its ad-hoc support process. Initially managing requests in Outlook and then with a homemade ticketing system, the company faced infeasible workflows, lost time and wasted resources as ticket volumes grew across multiple channels.

After a careful evaluation, Nebu implemented Freshdesk and adopted features like the knowledge base, canned responses, customer happiness surveys, reporting and gamification. Over 19 months with 11 agents they resolved 6,436 tickets, cut incoming volume by surfacing self-service articles, sped up responses with templates, gained actionable metrics for follow-up on satisfaction scores, and achieved higher customer satisfaction while saving time and resources.

Nebu

Wouter Eijben

Chief Service Officer