Case Study: Untappd achieves scalable, efficient phone support with Freshworks (Freshcaller)

Untappd Uses Freshcaller to Maximize Agent Efficiency

Untappd, a social network connecting beer enthusiasts and businesses, faced a scaling challenge in customer support: they were using a sales CRM ill-suited for support and the entire team shared a single phone. To address this, Untappd implemented Freshcaller from Freshworks as their call center solution.

Freshworks’ Freshcaller let agents answer calls from any laptop, create skill-based teams and routing, and use call recording and call notes so context travels with each conversation. The result was immediate — all agents could take calls simultaneously, customers no longer had to repeat themselves, response times shortened, and overall agent efficiency was significantly improved.

Untappd

Emma Johnson

Vice President of Customer Support