Case Study: Crunchi speeds resolution time with Textline and Freshdesk integration

Crunchi speeds resolution time with Textline-Freshworks integration

Crunchi, a health-focused cosmetics brand based in Stuart, FL, needed a better way to manage customer and advocate communication as email overload made messages hard to track, organize, and respond to quickly. To solve this, Crunchi turned to Textline and Freshdesk, using the Textline SMS integration to bring texting into its support workflow.

With Textline’s integration, Crunchi could send mass texts, reply from Freshdesk, log conversations as tickets, and use features like Announcements and Whispers to streamline outreach and internal collaboration. Textline helped Crunchi improve resolution time, employee efficiency, and KPI tracking, and the company said the integration became its primary communication tool, with the support team praised for being more organized and efficient.

Crunchi

Michelle Rosado

Client and Advocate Support Manager