Case Study: Astraware delivers stellar in-app customer support and resolves 90% of issues with Freshworks' Freshdesk

Freshdesk Helped Astraware Provide Stellar Customer Support

Astraware is a UK-based indie game studio that had grown back to a two-person team but still faced surges of player messages after releases, a cluttered shared Gmail inbox, and lost tickets that ate into development time. To streamline support they turned to Freshworks’ Freshdesk to replace bespoke and email-based workflows and regain control of customer communication.

Freshworks implemented Freshdesk with the Mobihelp in-app SDK, a knowledge base and automations; setup took about a day and the team now embeds FAQs in their games and receives rich app/device data with each ticket. The result: more than 90% of questions are resolved in-app, founders handle customer communication in under an hour a day, and Freshdesk’s automations and reporting let Astraware efficiently manage ~800 tickets/day with faster, more informed first replies.

Astraware

Howard Tomlinson

Co-Founder