Kovai.co's Journey to 80% CSAT with Freshworks

Kovai.co is a B2B SaaS company with multiple products catering to a wide range of organizations. The company aims to be the premier technology partner to companies working with Microsoft BizTalk and Azure Serverless. Their new offering, Document360, is a cloud-based self-service knowledge base solution that enables users to create, collaborate, and publish their knowledgebase articles in real-time. Kovai.co has scaled to three revenue-generating products with over 1500 customers across 50+ countries.

Kovai.co, a B2B SaaS company, was facing challenges in managing customer support across its multiple teams spread across different geographies. The company was using email for support, which made it difficult to route queries to the appropriate team and ensure correspondence with the Service Level Agreement (SLA). The company was looking for a solution that would offer a high degree of adaptability and scalability, and a mechanism to track, monitor, and adhere to the SLA. As a multi-product organization with multifaceted teams, Kovai.co wanted to provide a granular level of support across the platform. The company also wanted to ensure that customers are taken care of, their needs are understood, and realistic expectations are set.

Kovai.co adopted Freshdesk as their customer support solution. Freshdesk's robust capabilities allowed Kovai.co to scale from a single product company with around ten customers to a company with three revenue-generating products and over 1500 customers across 50+ countries. Freshdesk's automatic routing across branches enabled Kovai.co to provide a granular level of support across the platform. Features like canned responses and multi-routing capabilities helped create cross-siloed communication channels from support to engineering teams. Freshdesk also played a vital role in retaining customers, ensuring customer happiness, and attracting new prospects in a short span of time. The adaptive scalability of Freshdesk allowed Kovai.co to scale their products periodically, which had a long-lasting impact on their customer relationships.

• The adoption of Freshdesk has transformed Kovai.co's customer support operations. The platform has enabled the company to keep track of ticket activities and adhere to the SLA deadline. It has also helped Kovai.co achieve a robust and structured reporting model. The features of Freshdesk have facilitated cross-siloed communication channels from support to engineering teams. The support team at Kovai.co has been able to play a vital role in retaining customers, ensuring customer happiness, and attracting new prospects in a short span of time. The adaptive scalability of Freshdesk has allowed Kovai.co to scale their products periodically, which has had a long-lasting impact on their customer relationships.

• 80% Customer Satisfaction (CSAT) score

• 70% improved performance against SLAs

• 70% time savings