Case Study: CashKaro improves support productivity and achieves 100% SLA resolution with Freshworks (Freshdesk)

Cashkaro Improves Productivity With Freshdesk

CashKaro, India’s largest cashback and coupons site, faced falling support productivity because its team managed CRM through Outlook with no single place for customer history, frequent downtimes, and rising overdue tickets. Seeking a flexible, self-configurable helpdesk, CashKaro evaluated several options and chose Freshworks’ Freshdesk to replace their email-only process.

Freshworks implemented Freshdesk to handle email, chat and social media with configurable workflows, canned responses, a knowledge base and chat, streamlining ticket tracking and agent collaboration. The Freshworks solution delivered measurable impact: 100% first-call resolution, 100% SLA resolution and an average resolution time of 4 hours, significantly improving CashKaro’s support productivity.

CashKaro

Qaisar Farooq

Operations & CRM Manager