Case Study: Zoomcar achieves 98% faster first responses and improved customer retention with Freshworks (Freshchat & Freshdesk)

Zoomcar Improves Customer Retention With Personal, in-app Support

Zoomcar’s ZAP Subscribe program needed to cut customer friction and improve support quality: customers faced long first-response times and the team couldn’t effectively monitor support delivered via phone and email. To fix this, Zoomcar adopted Freshworks’ in-app tools, primarily Freshchat (with Freshdesk integration), to provide real-time, monitorable support inside the ZAP app.

Freshworks implemented Freshchat’s mobile SDK (live in two days) and integrated it with Freshdesk, enabling a 13‑agent team to handle ~400 chats/day and push 30% of chats into tickets for deeper follow-up. The change reduced first response time by 98.33% (to about 2 minutes, under 1 minute for 90% of chats), cut resolution time to 15 minutes, and boosted agent efficiency by 20%, contributing to higher customer satisfaction and improved subscriber retention.

Zoomcar

Puja Anand

Product Manager, ZAP Subscribe