Case Study: RibbedTee achieves high CSAT and streamlined support with Freshworks (Freshdesk)

Ribbedtee achieved high CSAT with Freshdesk

Ribbedtee, a US e-commerce maker of men’s undershirts, was overwhelmed by high volumes of customer messages, duplicate replies, and the growing complexity of managing separate inboxes for multiple brands. Seeking easier automation and less agent training, Ribbedtee moved from Desk.com to Freshworks’ Freshdesk to streamline ticket routing, formatting, and brand-specific workflows.

Freshworks implemented Freshdesk automations, canned responses, supervisor controls and collaboration tools so agents could set up inboxes and rules in minutes. The result: organized handling of 4 support channels and 100+ tickets per day, 7,608 problems resolved to date, improved CSAT and a marked increase in support quality — enabling Ribbedtee to do more with a smaller, more efficient team.

Ribbedtee

Mikel Schwarz

Co-Founder