Case Study: MartialArtShop achieves unified multi-channel, multi-brand customer support with Freshworks' Freshdesk

Martialartshop Juggles Well With Multiple Products Across Channels

MartialArtShop is a UK e-retailer selling multiple martial arts brands (including their own Spirit and MartialArtClub) to over 25,000 practitioners. Faced with separate brand mailboxes, social profiles and distinct web presences, they lacked a uniform support experience and needed a single solution to manage multi-brand, multi-channel customer service. They selected Freshworks’ Freshdesk to address this challenge.

Using Freshdesk from Freshworks, MartialArtShop consolidated email, Facebook and Twitter inquiries and linked their different brands into one streamlined view so agents never have to leave the platform. By deploying Freshdesk’s Dispatch’r to categorize, prioritize and route tickets, they achieved a single workflow within the first week, boosting support efficiency and making cross-channel, multi-brand customer service significantly easier to manage.

MartialArtShop

Martin Blakeway

Director