Case Study: CISS achieves 3x customer support scale and 30% faster first response with Freshworks (Freshchat & Freshdesk)

CISS Scales Customer Support Operations 3x with Freshchat

CISS, a Brazil-based software provider for supermarkets, wholesale and franchise clients with over 10,000 customers, struggled to scale its support for 141 agents due to an unreliable legacy system, poor reporting, no native chat-ticket integration, limited chat-assignment capabilities, and no WhatsApp integration. They chose Freshworks—using Freshchat and Freshdesk—to centralize channels (in-app chat, WhatsApp, email, phone) and restore reliable, transparent support operations.

Freshworks implemented a unified Freshchat–Freshdesk platform with native integrations, a Smart Plug to surface backend customer context, and IntelliAssign plus 80 assignment rules across 38 agent groups to automatically route chats. As a result, CISS scaled support operations threefold, cut first response time by 30%, achieved a 4.7 CSAT, centralized its customer portal (knowledge base, tickets, chat, WhatsApp) and improved reporting and agent productivity.

CISS

Diego Gesser

Support Center Manager