Case Study: PosterGully.com achieves streamlined, faster customer support with Freshdesk

PosterGully uses Freshdesk to build customer relationships

PosterGully, an India-based ecommerce store founded by Bharat Sethi in 2010 to sell high-quality pop‑culture posters, grew rapidly as new designers and customers joined. That growth strained their support setup — Outlook and traditional VoIP phones couldn’t scale, agents had to hop between systems, international callbacks were poor, and the team needed a simple, collision‑free way to manage tickets and faster onboarding of telephony.

They adopted Freshdesk and within days had an intuitive, automated helpdesk with threading, deduplication, priorities, SLAs and a website support widget that replaced chat. The result: two agents now handle about 525 tickets a month with an average resolution time of 2.5 hours, smoother workflows, better customer conversations, and a noticeable boost in productivity and satisfaction.

PosterGully.com

Bharat Sethi

PosterGully