Freshworks Success Story: Growing through a crisis: How Crocus slashed first response by 91% with Freshworks

Gardening retailer, Crocus, thrived during the pandemic thanks to its decision to upgrade its customer service to Freshdesk. Crocus's 14-member customer support team was overwhelmed by queries and requests during the pandemic, prompting the company to switch to Freshdesk. The platform provided increased functionality and allowed the team to capture customer data for a better customer experience, simplify subscription management, optimize support processes, and streamline their workload. The result was a reduction in first response time from 24 hours to 2 hours through automation, 85% CSAT, zero spam tickets, and a 30% reduction in support costs.