Case Study: Knowlarity achieves streamlined multi-channel support and faster ticket resolution with Freshdesk

Knowlarity - Customer Case Study

Knowlarity, a Gurgaon-based cloud telephony provider for enterprises and SMBs, was hampered by an internally built support system that only managed emails—conversations were frequently lost, telephone and social channels weren’t integrated, and the team couldn’t analyze trends or track ticket status effectively.

After adopting Freshdesk and integrating it with their toll‑free line, calls are recorded as tickets, customers receive SMS ticket IDs, and phone, email and social are routed into a unified inbox with SLAs and automated assignment. The result: faster, more consistent resolutions, better team efficiency, improved customer satisfaction and actionable insights from consolidated data.

Knowlarity

Manoj

Knowlarity