Knowlarity

Knowlarity offers cloud based telephony services for enterprises and SMBs. Companies can play

custom messages to their customers, send faxes online (no paper!) and can host complex IVRs to

automate their call systems anyway they want. Knowlarity’s major achievement was tracking and

monitoring issues for the Government of India’s Mid-day Meal scheme in the state of Uttar Pradesh

using SuperCaller.

In 2012, Knowlarity won ‘Best Startup Company’, presented by Sillicon India and was declared India’s

hottest startup by TechCircle. It was a finalist for Red Herring’s Top 100 Asia award and won Big

Brands’ Best Innovative Emerging Technology Solutions Company award as well.

© 2012 Freshdesk, All rights reserved. To learn more visit us online at http://www.freshdesk.com

Base Gurgaon, India

The Checklist Efficient email support Ability to check ticket status online

The Driving Factor Simplistic, easy to use design, powerful capabilities

Favorite Capability Multi-channel support

At a Glance

“ With Freshdesk, we no longer have to focus on collecting the information. We’re able to make confident

decisions based on our data analysis. The investment is justifiable in

terms of insights, time saved and customer relationships!- Manoj

Knowlarity

How Things Used to Work

Before Freshdesk, Knowlarity used an internally built support software. However, they weren’t too happy with the inefficient system. Conversations

got lost in the melee of incoming queries and they weren’t able to keep track of issues. All efforts went into just answering the queries and locating

information that they weren’t able to step back, analyse and take a look at the bigger picture.

The Customer Support Challenge

Growing dissatisfaction helped Knowlarity make the decision to switch from their internal support system that only helped them organize email queries.

They were missing out on social media and their major line of communication, the telephone, wasn’t integrated into the system like it could be. So,

Knowlarity set out to find a help desk software that would meet all its needs.

© 2012 Freshdesk, All rights reserved. To learn more visit us online at http://www.freshdesk.com

The Freshdesk Experience

Since Freshdesk, support has gotten a complete turnaround at Knowlarity. They’ve

integrated Freshdesk with their toll free support line so all calls get recorded and

logged in as tickets. The callers then get text messages with their ticket ID so that

they can check on the status whenever they want. And with SLAs, the support team

no longer has to worry about finding pending tickets that would have gotten lost in

the day-to-day debris. Tickets are resolved in time and the customers are all the more

happier.

Knowlarity loves Freshdesk mainly because it’s helped make support an efficient,

streamlined process. Telephone, email and social media are no longer disparate

channels; they are routed into one inbox to present a unified view to the agents. Tick-

ets are now assigned to respective departments in a flash! This way, it’s also easier

for the support team to collate similar issues and analyse them to get the big picture.

© 2012 Freshdesk, All rights reserved. To learn more visit us online at http://www.freshdesk.com