Case Study: Rightmove cuts first response time by 26% and boosts first-contact resolution to 75% with Freshdesk

Rightmove adopts Freshdesk to help enhance customer support

Rightmove, the UK’s leading property portal serving more than 20,000 estate, letting agent and developer customers, was handling roughly 56,300 support tickets a year with a 200‑person support team. As the business grew, legacy corporate tools and siloed channels led to manual processes, poor visibility of inbound volumes and resolutions, and limited self‑service — prompting Rightmove to seek a dedicated multi‑channel customer support platform.

Rightmove chose Freshdesk for its flexible ticketing, multi‑channel consolidation and knowledge repository. The implementation improved ticket traceability, enabled self‑service and trend analysis, and brought teams together on a single platform. Results include a 26% faster first response time, a 75% first contact resolution rate, higher customer and staff satisfaction, and reduced ticket volumes as FAQs and knowledge articles are published.

Rightmove

David Cray

Head of Customer Experience and Product Development