Case Study: Jamberry achieves 31% reduction in staff needs and improved efficiency with Freshworks' Freshdesk

Jamberry Increased Efficiency and Reduced Staff Needs by 31% Using Freshdesk

Jamberry, a fast‑growing US e‑commerce company known for DIY nail wraps and supported by 40,000 consultants, faced a chaotic, Gmail‑based support setup that couldn’t scale for both customers and consultants. To consolidate in‑house support and gain actionable insights, Jamberry adopted Freshdesk from Freshworks in February 2015 to replace outsourced processes and streamline support workflows.

Using Freshworks’ Freshdesk, Jamberry implemented ticket grouping, country routing, specialist queues, chat, gamification and timed agent tracking to create concierge and specialist experiences. The solution cut staff needs by 31% (from over 100 agents to about 77), decreased cost per ticket by 25%, and significantly improved response metrics (overall response rate rose from 64% to 86%, with Freshdesk reporting a 40% improvement in response times), enabling faster, more efficient support and smoother market launches.

Jamberry

James Crawford

Director of Support