Case Study: Rediker Software achieves proactive, data-driven customer support and improved CSAT with Freshdesk

Rediker Software delivers proactive customer service with Freshdesk and Cx MOMENTS

Rediker Software, a long-established student information and gradebook provider serving schools in all 50 US states and 115 countries, faced a scalability problem as its customer base grew: a shared inbox and inconsistent agent tagging left the support team reactive and without actionable insights. With limited, unreliable ticket categorization, Rediker couldn’t demonstrate recurring issues to product teams or drive upstream fixes.

By adopting Freshdesk and Cx MOMENTS, Rediker used NLP/ML to automatically group and analyze customer conversations in just a few clicks, uncovering high-impact problems (notably low mobile-app satisfaction) and supplying hard data to development. The partnership enabled prioritized fixes, ongoing monitoring of satisfaction and ticket volume, streamlined agent workflows with automation and SLAs, and gave support a permanent voice in product decisions.

Rediker Software

John Daigle

Head of Technical Support Operations