Case Study: Quick Heal achieves faster response times and extended service hours with Kayako

How Quick Heal optimized their customer service, extending support hours and responding to inquiries faster, with Kayako

Quick Heal Technologies, a Pune-based computer security company serving millions of users with 1,000–5,000 employees, was struggling to keep up with a high volume of support requests. Inquiries from multiple channels were falling through the cracks, agents lacked a unified system to track conversations, and the existing processes caused duplication of effort and slow response times.

After a short trial, Quick Heal adopted Kayako’s unified inbox and multi-channel help desk, consolidating email, social and chat into one interface. The platform improved collaboration, eliminated duplicated work, reduced ticket response and resolution times, extended support hours, and allowed agents to manage and assign requests from anywhere—results the company plans to expand to HR and sales.

Quick Heal

Sushant Dashputre

Assistant Manager, Support