Case Study: Knowlarity achieves SLA compliance, unified multichannel support and improved CSAT with Freshdesk from Freshworks

Knowlarity Sticks to Sla, Supports Customers on Social Media and Improves Csat

Knowlarity, a Singapore-based cloud telephony provider, struggled with an internally built support system that lost conversations, couldn’t track issues or SLAs, and left telephone and social channels unintegrated. To address these gaps, Knowlarity chose Freshworks’ helpdesk product Freshdesk to replace their inefficient support workflow.

Freshworks implemented Freshdesk with toll-free line integration so calls are recorded and logged as tickets, callers receive SMS ticket IDs, and email, phone and social media are routed into a unified inbox with SLA enforcement and departmental assignment. As a result, Knowlarity now resolves tickets on time, supports customers across social channels, streamlines issue analysis with knowledge-base and community features, and reports improved CSAT and SLA adherence.

Knowlarity

Manoj

Sr Manager, HR