Case Study: FreshBooks achieves actionable customer insights and improved support performance with Nicereply

Gain Insights from the Customer’s Point of View Customer Support at Freshbooks

FreshBooks is a Toronto-based cloud accounting SaaS with more than 200 employees that serves millions of small-business users. As their support team scaled from a few “Rockstars” to nearly 90 agents, they had no consistent way to measure customer satisfaction—feedback came from optional Wufoo links in email signatures, there was no phone survey, and team-wide data and performance metrics were missing.

FreshBooks adopted Nicereply (later integrated into a modern ticketing system) to automate email and phone surveys, centralize CSAT data and increase transparency. The tool became a core metric for success—driving improvements in individual and team performance, enabling coaching and service awards, and supporting continuous product and service improvements; FreshBooks now tracks thousands of ratings (average score 9.47 from 16,386 ratings) and uses feedback across channels to raise support quality.

FreshBooks

Mike McDerment

Chief Executive Officer