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Freshdesk Now Serves More Than 5000 Customers in Australia

Doubled Customer Base in 10 Months; Customers include Harvey Norman and Randstad

March 14, 2016

Freshdesk, the global leader in cloud-based customer support software, announced today it has surpassed 5000 customers in Australia, more than doubling its local customer base within 10 months of establishing a local office in Sydney.

The 5000 Australian businesses using Freshdesk have customers creating more than a million service tickets each month, with industry-leading response and resolution times, including:

  • On average, customers have their issues resolved within two days
  • Three quarters of customer service tickets are solved at the first point of contact
  • An overall customer satisfaction score of 83 per cent

Sreelesh Pillai, General Manager, Freshdesk Australia, made the announcement this morning in Sydney where he launched the company’s first Customer Happiness Tour in Australia, bringing together local businesses to discuss how to deliver better service to their own customers and staff. Harvey Norman, Randstad, Movember, NeCTAR and Tomcar Australia are among local brands using Freshdesk.

Freshdesk has consistently expanded its local customer base since launching in 2010, particularly growing momentum after opening an office in Sydney in April 2015 to better service customers in the region. "Australia is an important market for us and we’ve been on a rapid growth trajectory here in recent years," Girish Mathrubootham, CEO of Freshdesk said. "Growing our Australian customer base from 2500 to 5000 within a year is an incredible achievement in this market, and we plan to continue investing in Australia to help local businesses more easily connect and engage with their customers."

Freshdesk’s flagship product brings all customer communication points such as email, phone, web chat and social media channels into one platform, allowing 50,000 businesses globally to manage all their customer support communications through a centralised dashboard. "As organisations accelerate towards enabling a digital future for their customers, optimising the customer experience is at the centre of every successful investment. Increasingly we are identifying that the customer experience disruption is coming from emerging technology platforms such as Freshdesk," said Phil Hassey, CEO of industry advisory firm capioIT.

Australian businesses like Tomcar use Freshdesk to communicate with their customers over multiple channels, from their website to social media. "Freshdesk provides us with an intuitive and flexible platform to build a multi-channel customer support system," said David Brim, co-founder and CEO of Tomcar Australia. "We can communicate with an owner about troubleshooting issues using Freshdesk, and work with them to resolve the issue, even shipping out a replacement part within 24 hours."

Barry Willing, a Tomcar owner from Werribee in Victoria, is delighted with the customer service, "Tomcar Australia's online Service Centre gives me instant answers to any service queries I have on my Tomcar," he said. "It's quick and I don't even need to login or register to get info — it's just there on my mobile. It's amazing."

Freshdesk recently launched an industry first: in-app real-time messaging service, The product enables mobile-first businesses to respond to customer queries from mobile users via in-app support and engage those users with announcements, status updates, promotions and other targeted messaging. Freshdesk also has a leading IT service desk product, Freshservice, which enables companies to support their employees.

Media Contact

Arvind Parthiban