Case Study: Fullkom reduces customer wait times by 30% and abandonment by 50% with Freshworks (Freshcaller & Freshdesk)

Fullkom Reduces Customer Wait Times by 30% With Freshcaller

Fullkom, a Santiago-based provider of digitalization and logistics solutions, needed a more capable phone system to improve customer experience and operational efficiency. After finding their previous vendor lacked IVR/call flows, had unresponsive support, and caused delays in user activation and billing, Fullkom selected Freshworks’ Freshcaller and Freshdesk to centralize its customer experience center and support frontline agents.

Freshworks implemented Freshcaller and Freshdesk to unify channels, manage multiple numbers and call flows, and provide analytics, intelligent routing and call barging for coaching. As a result, Fullkom cut queue abandonment by 50% and reduced customer wait times by at least 30%, while gaining better visibility into costs and agent performance through reporting and monitoring.

Fullkom

Paul Wheeler

General Manager