Case Study: Citizens Advice achieves 99% customer recommendations with Freshservice

Citizens Advice achieves 99% customer recommendations with Freshworks

Citizens Advice, a UK not-for-profit supporting millions of people through a large network of staff and volunteers, needed a better way to manage high volumes of support requests across multiple channels. The organization wanted to standardize ticket handling, reduce costs, and use data more effectively, and chose Freshservice from Freshworks for internal IT service management as part of a broader support overhaul.

Freshservice helped Citizens Advice simplify workflows, automate manual tasks, and improve reporting across its service teams. The results were strong: the average time spent on issues dropped to a quarter of what it had been, agent efficiency increased by 40%, and the Freshservice team handled more than 33,000 inquiries in a year while achieving a 93.1% CSAT score. Overall, Citizens Advice earned a 99% customer recommendation rating, showing the impact Freshservice had on service quality and operational performance.

Citizens Advice

Simon Sheridan

Product Manager