Case Study: Rightmove cuts first response time 26% and raises first contact resolution to 75% with Freshworks' Freshdesk

Rightmove adopts Freshdesk to help enhance customer support

Rightmove, the UK’s leading property portal, needed to modernize and scale customer support for more than 20,000 estate and letting agents as legacy corporate tools constrained a ~200-person support team handling roughly 56,300 tickets per year. To centralize multi-channel contact handling, improve visibility and reporting, and introduce self-service, Rightmove adopted Freshworks’ Freshdesk as its dedicated customer support platform.

Freshdesk gave Rightmove unified ticketing, better traceability, and a knowledge repository that reduced ticket volume and empowered self-service. As a result, First Response Time improved by 26% and First Contact Resolution rose to 75%, while customer and agent satisfaction increased; Freshworks continues to partner with Rightmove on FAQs, CRM syncs and social media integration to drive further efficiencies.

Rightmove

David Cray

Head of Customer Experience and Product Development