Case Study: Voonik.com cuts customer query resolution time by 75% with Freshdesk

Voonik reduces customer query resolution time by 75% with Freshdesk

Voonik is an online fashion marketplace (including MrVoonik) that faced growing customer service strain as enquiries—from shopping help to refunds and replacements—multiplied. Relying on Gmail, the support team struggled with long response times (1–2 days, up to 4–5 for escalations), missed or duplicate replies, no history per customer, and no way to measure individual agent performance, which hurt customer experience and brand perception.

Voonik implemented Freshdesk to automate ticketing, routing, escalations, chat and social-media feedback, plus standard auto-replies and reporting. The result: customer satisfaction rose to 80–85% (from 35%), response time fell to 2–3 hours, resolution time to one day, first-call resolution reached 70%, agent productivity improved dramatically (cited >600%), daily handled tickets increased to 200–250 (capacity 4,500+), and ticket volumes dropped ~25% via auto-replies.

Voonik.com

Jiaullah

QA Engineer