Case Study: Pirate Studios achieves 96% improvement in Average Speed of Answer (3s ASA) with Freshworks

Pirate Studios Improved Their Average Speed of Answer (ASA) by a Whopping 96%

Pirate Studios, a UK music tech firm that runs 350 self-service studios worldwide, was struggling with outsourced customer support that left callers waiting an average of 90 seconds. Seeking a phone solution, the team selected Freshcaller (and paired Freshdesk for email/agent management) from Freshworks to build an in-house support center of 10 agents and regain control of the user experience.

Freshworks’ Freshcaller and Freshdesk gave Pirate Studios real-time call monitoring, reporting and agent coaching tools, enabling faster, more personalized service. The change cut Average Speed of Answer from 90 seconds to 3 seconds (a 96% improvement) across roughly 5,340 calls per month, improved agent performance visibility, and noticeably boosted customer experience through live call listen-in and daily analytics.

Pirate Studios

Kurt Marshall

Operations Manager