Case Study: Tree of Life Bookstores achieves faster customer support with Freshworks

Tree of Life handled a 56% increase in chat inquiries with bots in the new normal

Tree of Life Bookstores, a bookstore and coffee shop serving students with physical and digital course materials, needed a faster way to handle rising customer and student support requests across email, phone, chat, and social channels. Its existing CRM could not keep response times short, so it turned to Freshworks, using Freshdesk, Freshdesk Messaging, and Freddy, Freshdesk’s AI chatbot.

Freshworks implemented an omnichannel support stack that streamlined ticket management, improved collaboration, and used AI to deflect routine questions. The result was a reduction in response time to under 12 hours, 8% of queries deflected by Freddy, nearly 60 hours of saved response time during the pandemic, and 3 to 5 minutes saved per support ticket for agents.

Tree of Life Bookstores

Nathan Mazellan

Director of Support