Case Study: VetShopAustralia achieves 20% faster ticket resolution with Freshworks' Freshcaller

Vetshopaustralia Decreases Ticket Resolution Time by 20%, With Freshcaller

VetShopAustralia, an online pet healthcare retailer founded in 1999, needed a scalable phone system that would integrate with its customer service channels to support truly global service. The team chose Freshworks, deploying Freshcaller alongside Freshdesk and Freshchat to replace a hosted PBX and disparate email/chat tools so agents could handle phone, chat and email from a single platform.

Freshworks’ integrated solution (Freshcaller with Freshdesk and Freshchat) let VetShopAustralia track tickets across channels and reduce tool-switching for agents, resulting in about a 20% decrease in ticket resolution time and improved customer satisfaction. The easy-to-use, connected system also increased CSR productivity and morale by simplifying call handling and context sharing.

VetShopAustralia

Steve Perissinotto

Director