Case Studies & Success Stories
Real transformations, measurable results. See how we've helped businesses revolutionize their operations with AI-powered solutions.
Unified Support Experience for an Online Retail Brand
The Challenge
A leading online retail business approached us with a major challenge — their support team had to navigate multiple platforms just to answer a single customer query. Checking a Shopify order status, retrieving tracking codes, verifying product details, or updating delivery information required several clicks across multiple systems. This resulted in delays, inefficiency, and poor customer experience.
Our Solution
We implemented a powerful and seamless integration between Shopify and Freshdesk, enabling the support team to access all order-related information from a single unified interface.
- View complete order details instantly
- Access tracking codes and delivery status
- Check product-level updates
- Respond to customer queries faster and with higher accuracy
We also customized the Freshdesk portal to make it more intuitive for end users. Customers can track both their orders and ticket status easily in one place — improving transparency and reducing repeated queries.
Multi-Brand & Multi-Platform Integration
The retail business operates several sub-brands across different platforms, including Shopify, Magento, and custom-built websites. Managing support for all these brands separately was causing operational strain.
We integrated all their stores into a single Freshdesk workspace, enabling the team to manage:
— from one centralized system.
Impact
AI-Driven Support Transformation for a Global Online Gaming Platform
The Challenge
A leading online gaming platform was operating with a basic live chat and helpdesk setup that offered very limited capabilities. Supporting players across multiple regions became increasingly challenging, especially with a growing volume of multilingual queries and limited agent availability.
Our Solution
We redesigned their entire customer support experience by integrating advanced AI-powered automation, real-time translation, and a fully optimized Freshdesk workspace.
- Live and Auto Translation: Enabled English-speaking agents to seamlessly support players from multiple regions by translating conversations instantly in both directions.
- AI-Based Tagging and Summaries: Implemented auto-tagging, sentiment detection, and AI-generated conversation summaries to improve ticket categorization and reduce manual work.
- Optimized Agent Workflow: Reduced the dependency on multiple agents and eliminated the need for non-English support staff by centralizing all operations under an AI-assisted English-based support model.
- Custom Knowledge Base: Built a structured knowledge base to help users quickly find answers and reduce repetitive queries.
- Chatbot for Promotions: Implemented a smart chatbot that automatically provides all campaign, offer, and promotion-related information, triggered by user-initiated queries.
Impact
Secure & Compliant Customer Support System for a Financial Services Firm
The Challenge
A leading financial services organization was successfully using Freshdesk for customer support but needed stronger data protection and more controlled internal workflows due to the high sensitivity of financial information.
Our Solution
We enhanced their Freshdesk environment with enterprise-grade security features and a Maker–Checker–based workflow, tailored specifically for banking and financial compliance.
- Automated Sensitive Data Redaction: Implemented redaction for credit card numbers, bank account numbers, and other confidential financial details. This ensures agents never have visibility into critical data, significantly improving security and compliance.
- Secure Conversation Framework: Reinforced secure communication channels so only authorized personnel can access specific tickets or conversations, reducing risks of data exposure.
- Custom Maker–Checker Workflow: Built a financial-grade Maker–Checker mechanism allowing tickets and chats to be securely initiated by one team (Maker) and reviewed/approved by another (Checker). This ensures proper validation, accountability, and compliance.
- Scalable for Large Teams: The solution was optimized to support over 100 agents with strict access controls, role-based permissions, and smooth operational flow.
Impact
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