Case Study: Poundit achieves 50% increase in sales with Freshchat by Freshworks

Poundit Increases Conversion Rate by 50% With Freshchat

Poundit, a Makati-based e-commerce retailer for gadgets and accessories, faced low conversion and response rates, missed chats, and a need for more personalized engagement and analytics. To address these challenges the company selected Freshworks’ Freshchat messaging solution to enable proactive, behavior-triggered conversations and tighter integration with its support and Shopify systems.

Freshworks implemented Freshchat features — proactive campaigns, categorized message channels, a priority inbox with zero-missed-chat workflows, conversation labels, and Freshdesk/Shopify integrations — to route and personalize conversations. The result: visitor responses rose 50% and sales grew 50%, campaign replies jumped from 500 to 1,400+, chat-to-conversion climbed from 6% to 15%, missed chats fell from 8% to 0%, campaign reply rate doubled from 20% to 40%, and customer satisfaction reached 4.5.

Poundit

Kyu Renegado

Head of Customer Happiness and Sales