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

Citizens Advice Achieves 99% Customer Recommendations With Freshworks

Citizens Advice, a UK not-for-profit network of 285 local charities supporting millions of people, needed to replace email-based case management with a scalable, multi-channel system to improve availability, speed of resolution, and real-time reporting while keeping costs low. To meet these challenges they selected Freshworks, deploying Freshdesk for external helpdesk/ticketing and Freshservice for internal ITSM.

Freshworks delivered a phased implementation that consolidated interactions into single tickets, automated workflows and provided granular reporting. As a result, Citizens Advice reduced average handling time to a quarter of its previous level, increased agent efficiency by 40%, handled 33,000+ enquiries through Freshservice in a year, achieved 93.1% CSAT on Freshservice and 95% on Freshdesk, and an overall 99% customer recommendation rating.

Citizens Advice

Simon Sheridan

Product Manager