Case Study: Jamberry achieves 31% reduction in staff needs and 40% faster response times with Freshdesk

Jamberry increased efficiency and reduced staff needs by 31% using Freshdesk

Jamberry is a fast-growing U.S. e‑commerce company that sells do‑it‑yourself nail wraps and related products through an army of consultants. Rapid growth strained its support operation—run on Gmail and outsourced overseas—leaving the team disorganized and unable to handle two distinct constituencies (customers and some 40,000 consultants) with very different needs.

Jamberry moved support in‑house and adopted Freshdesk, configuring ticket groups, country routing, specialist queues and concierge agents for high‑level consultants, and using features like ticketing, reporting, chat and gamification. The result: 40% faster response times, a 31% reduction in staff needs (from over 100 to about 77 agents), a 25% drop in cost per ticket, faster training with no implementation downtime, and much better visibility and reporting.

Jamberry

James Crawford

Director of Support