Case Study: musicMagpie cuts response time by over 50% with Freshworks (Freshdesk & Freshchat)

Musicmagpie Cuts Response Time by Half After Implementing Freshdesk and Freshchat

musicMagpie, a UK & US ecommerce business that buys and sells used media and tech, faced an inflexible, robotic customer-service setup with separate tools for each channel and very limited reporting and ticket ownership. To unify support and improve visibility, musicMagpie chose Freshworks and deployed Freshdesk for ticket management and Freshchat for live chat.

Freshworks consolidated all channels onto one platform, enabling agent ownership, cross-country collaboration (42 UK and 9 US agents on Freshdesk) and richer analytics; this drove a 10% drop in email volume, shifted traffic to live chat as the most efficient channel, and cut average response time by over 50% (from 24–48 hours to as low as four hours), while improving first-contact resolution, customer satisfaction and campaign engagement (one campaign achieved a 28% engagement rate).

Music Magpie

Jonathan Beirne

Group Head of Customer Service & Experience