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1-grid is a South African based web hosting company that specializes in providing online tools required for a small business to succeed. It was first founded in 1997. Since its origins as a web hosting platform, 1-grid has expanded its services to include end-to-end online solutions such as website building, website hosting, website development and a business email solution. With 35,000 customers and counting, 1-grid is at the forefront of delivering reliable and secure web solutions to SMEs. The company is planning to expand to Nigeria and Namibia.
1-grid, a South African web hosting company, was facing challenges with its existing helpdesk software, Kayako. As the company expanded, the limitations of their software became more apparent. Incoming customer queries were grouped into a single queue and were not directly assigned to agents. This resulted in bottlenecks and affected customer response times. At its peak, 1-grid was receiving about 12,000 customer queries each month. These queries would come in through the website and remain in a single queue. The existing software did not offer any segmentation or automatic routing features, so managers would have to manually sift through the queries and assign the most appropriate agents for each. 1-grid needed a new platform that would help their team manage incoming queries in a faster and more efficient way.
After a careful review of their requirements, 1-grid selected Freshworks. They quickly onboarded all customer support agents to Freshdesk and Freshchat. The simple interface of both products made the transition smooth and quick. Freshdesk and Freshchat worked in tandem to deliver a unified experience to 1-grid’s customers. When an agent is responding to a customer query on Freshchat, the query automatically gets stored as a ticket on Freshdesk. In the future, if the customer has further issues or has any updates on the current query, the ticket will get reopened on Freshdesk. This system provides all agents with a comprehensive view of each customer’s history, which improves their ability to deliver superior, personalized support. 1-grid also leveraged automation tools for quicker response times. Freshdesk identifies the most relevant agent to route the ticket to based on specific keywords in the query. This feature has resulted in significant time-saving for managers.
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