Case Study: Grofers achieves 75% CSAT and ~1-hour resolution times with Freshdesk by Freshworks

Grofers Elevates Real-time Customer Experience for Its Users With Freshdesk

Grofers, one of India’s largest grocery e-retailers delivering more than 20,000 orders daily across 26+ cities, needed a customizable, documented ticketing system to improve real-time customer experience. Facing undocumented processes, lack of reporting, automation and bulk responses, Grofers chose Freshworks and its Freshdesk product to move away from a toll‑free call–centric CRM toward email- and chat-based support.

Using Freshdesk from Freshworks, Grofers implemented group-based ticket routing, canned and bulk replies, chat support and reporting dashboards. The change cut email ticket volume from ~4,000/day to 140–170/day, improved first call response to within 1 hour, reduced average resolution time to ~1 hour, resolved ~96% of requests the same day, raised CSAT to about 75% and helped increase average order value from Rs. 500 to Rs. 1,200; Freshworks continues to partner with Grofers on an omnichannel, AI-enabled CRM.

Grofers

Karan Priyanku Sarma

Associate Director