Case Study: 360training.com achieves 80% customer satisfaction and 100% ticket logging with Freshworks' Freshdesk

Texas Based E Learning Company Finds Freshdesk Straight Forward and Easy to Use

360training.com is an Austin-based e-learning company serving learners and partners worldwide that handles roughly 650 support tickets a day (about 58% via phone) with a 40‑agent support team. They struggled with call queueing, multi-channel integration, incomplete ticketing (less than half of calls were logged), poor reporting and limited automation, so they selected Freshworks’ Freshdesk as their customer support platform.

Freshdesk was implemented to integrate phone, email, chat and self‑service, immediately logging 100% of contacts as tickets and providing real‑time queue and reporting metrics (queue/ring/hold times, first call resolution, CSAT, answer rate). Using Freshworks’ Freshdesk and its survey and gamification features, 360training.com improved first call resolution accuracy, boosted agent engagement and utilization, and raised customer satisfaction from about 60% to 80% in under a year.

360training.com

Craig Douglas

Sr. Director of Operations