Case Study: Earth911 achieves streamlined customer conversations with Freshworks (Freshdesk)

Earth911 Streamlines Customer Conversations Using Freshdesk

Earth911, a North American directory of recycling information, struggled to find a customer service platform that could streamline public-facing support after unsatisfactory experiences with HelpSpot and Zendesk. The organization selected Freshworks’ Freshdesk following a trial, seeking features like BCC for support conversations and rich text/links that their previous tools lacked.

Freshworks implemented Freshdesk’s shared inbox, canned responses, BCC capability, rich-text formatting and multichannel support, enabling agents to collaborate more easily and reuse templated replies. The result was a noticeably smoother support workflow—agents save time on routine responses, handle tickets more efficiently, and Earth911 reports that Freshworks’ solution delivers the streamlined conversations they had been looking for.

Earth911

Trey Granger

Senior Waste Analyst