Case Study: Voonik.com achieves 75% faster customer query resolution with Freshworks' Freshdesk

Voonik Reduces Customer Query Resolution Time by 75% With Freshdesk

Voonik.com, an Indian eCommerce fashion marketplace (including Voonik and MrVoonik), was struggling with rapidly growing customer enquiries handled via Gmail, which led to long response times (1–2 days, up to 4–5 for escalations), missed or duplicate replies, no conversation history, and no way to measure individual agent performance. To fix these issues Voonik.com selected Freshdesk from Freshworks as its customer support platform.

Freshworks’ Freshdesk centralized email, chat and social media enquiries, added automation (dispatcher, supervisor/observer roles, rule-based ticket allocation and escalations), auto-replies and reporting to track agent performance. The implementation delivered measurable impact: first response within ~2 hours, response time cut to 2–3 hours and resolution time to 1 day (about a 75% reduction), CSAT rose from 35% to 80–85%, ticket capacity grew from ~500 to 4,500+, daily resolutions jumped from 25–40 to 200–250, agent productivity improved ~600%, and auto-replies reduced ticket volumes by 25%.

Voonik.com

Jiaullah

QA Engineer