Case Study: Onlinefaxes.com achieves a 21% first-call resolution improvement and unified multi-product, phone-enabled support with Freshworks

Onlinefaxes.com Made Their Customers and Their Agents Happy in One Go Using Freshdesk

Onlinefaxes.com, a SaaS online fax platform serving 80,000 customers worldwide, faced fragmented multi-product support, high outsourced support costs and low customer satisfaction. Their previous helpdesk, Desk.com, lacked the promised multi-product/multi-brand functionality and poor call forwarding/routing created problems for their 30+ Philippines-based support agents. To address this, Onlinefaxes.com selected Freshworks’ Freshdesk as their new support platform.

Freshworks implemented Freshdesk with a single multi-product portal, built-in telephony (phone channel, IVR and phone dashboard), automations, business rules and reporting, allowing agents to manage all channels from one place. The switch took under a week, boosted agent productivity, enabled handling 6,500 inbound calls/month from 14 US numbers, reduced average response time to 2 hours and delivered a 21% improvement in first-call resolution.

Onlinefaxes.com

Mira Yardan

CEO