Case Study: MartialArtShop achieves unified multi-brand, multi-channel customer support with Freshdesk

MartialArtShop juggles well with multiple products across channels

MartialArtShop is a UK e‑retailer of martial arts equipment selling multiple brands (including its own) to a large customer base. With separate support mailboxes, distinct web presences and social profiles for each brand, the team struggled to deliver a consistent, efficient support experience across channels.

By adopting Freshdesk, MartialArtShop consolidated email, social and multi‑brand inquiries into a single agent view within a week. Using Freshdesk’s multi‑channel integrations and Dispatch’r for automated categorization and assignment, agents now handle all requests from one interface, producing a streamlined workflow and noticeably improved, more consistent customer service.

MartialArtShop

Martin Blakeway

Director