Case Study: Ziptransfers achieves a 32% reduction in incoming call handling time with Freshworks

How Ziptransfers reduced their incoming call handling time by 32%

Ziptransfers, an airport pick-up and drop service based in Reus, Spain, was growing quickly and needed a scalable, pocket-friendly phone system to support heavy phone-based coordination. After struggling with poor call quality and clunky, technical interfaces from previous vendors, Ziptransfers selected Freshworks’ cloud phone solution Freshcaller (with Freshdesk integration) for its intuitive UI and value-for-money.

Freshworks implemented Freshcaller and integrated it with Freshdesk to provide features like easy call transfers, wait queues, call metrics and detailed reporting, allowing agents to handle calls and tickets from a single interface. As a result, Ziptransfers reduced average incoming call handling time by 28 seconds (a 32% decrease), improved call quality and agent monitoring, and increased overall support efficiency.

Ziptransfers

Mike Black

Customer Service Manager