Freshworks Helps Internetstores to Inspire its Customers

Stuttgart, Germany - 2022-10-25

Freshworks Inc (NASDAQ: FRSH), a software company empowering the people who power business, announced that Internetstores, a leading global digital retail specialist for bicycles and outdoor equipment headquartered in Stuttgart, Germany, is optimizing its customer service with Freshdesk™.  Internetstores operates more than 40 online shops in 15 countries and employs more than 900 skilled workers. As part of the SIGNA Sports United Group, Internetstores is the largest bicycle retailer in the world. Internetstores offers more than 1,300 brands and 130,000 products, including its exclusive brands Votec, Fixie Inc. and Ortler Bikes.

Roman Melzer, Customer Service Director at Internetstores, has already been impressed by Freshworks' transparency throughout the sales process, as well as the ease of use. "Freshworks has not made any promises that they cannot keep," says Roman. "If something is not possible, they let us know immediately and find  an alternative solution. Their clear and honest communication is a quality that is very rare to find these days."

Roman’s positive experiences with Freshworks with his previous employer, Zooplus, was influential in his decision to implement Freshworks software at Internetstores. Through his experience in the industry, Roman knows exactly what’s important in customer support: efficiency, automation, advice  - all these factors drive loyalty, which is highly important for all businesses. At Zooplus, Roman and his teams were able to attain a 96% customer retention rate with Freshworks and Roman and his colleagues also aim to accomplish this ambitious milestone with Internetstores.

"All 200 users at Internetstores were moved to Freshdesk in just under 12 weeks, instead of the planned 18 weeks," said Roman.  “The Freshworks implementation team, along with my team, did a first-class job. Our needs were accurately identified, potential issues were pointed out and together we worked out suitable solutions. This is what collaboration looks like!”

Freshdesk offers definitive  advantages for Internetstores. Customer service is one of Internetstores' USPs, and outstanding service requires a ticketing system that grows with its tasks. With Freshdesk, all tickets at Internetstores are pre-categorized and assigned to the appropriate teams. In many cases, simple requests can now be deflected and managed through a combination of an AI enabled chatbot and a robust knowledge base which can manage a large number of the frequent queries that are received. Employees are no longer distracted with support requests that are easy to solve and can focus on the more complex tasks. Customers are guided through the support landscape of Internetstores by AI to make the processing of requests as pleasant as possible.

Another important factor in the decision to go with Freshdesk was Freshworks' flexible pricing structure, which allows IT teams to manage budgets effectively to achieve their desired results. The scalability of Freshdesk plays an important role here: the application evolves with the users’ tasks, which allows fast-growing companies to use the same application even as traffic increases.

"As a leading retailer in the bike and outdoor space, Internetstores needs to deliver the premium experience its customers are used to," Jens Leucke, Senior Regional Director of Sales for DACH at Freshworks comments. "With Freshdesk, Internetstores' agents get more context and automation to proactively understand customer needs that allows the agent to take the best possible course of action. Freshdesk simplifies the experience and enables the support customers expect.”

About Internetstores:

Internetstores, SSU’s European bike and outdoor retailer, boasts a leading presence across 16 countries and serves customers with 150,000 products from 1400 third-party and award winning own brands. In partnership with 560 connected retailers, Internetstores sells over 220,000 bikes annually. For further information: https://www.internetstores.com/en/. 

About Freshworks

Freshworks Inc. (NASDAQ: FRSH) makes business software people love to use. Purpose-built for IT, customer support, sales and marketing teams, our products empower the people who power business. Freshworks is fast to onboard, priced affordably, built to delight, yet powerful enough to deliver critical business outcomes. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 58,000 customers including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For the freshest company news visit www.freshworks.com and follow us on Facebook, LinkedIn and Twitter.

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Media Contact: Abigail Watts pr@freshworks.com