Hobbycraft resolves 82% of issues on first contact
A new case study explains how Freshworks’ AI-powered omnichannel solution freed up specialists to answer important crafting questions
Hobbyists turn to Hobbycraft for more than just supplies—they also go to get expert help.
But as the pandemic shifted interactions from stores to online, Hobbycraft’s shared inbox proved insufficient for the nearly 250,000 inquiries pouring in.
For a more integrated and scalable solution, Hobbycraft turned to Freshworks and saw a 25% increase in customer satisfaction, as well as quicker response times and more engaged employees.
Freddy AI chatbots now answer up to 30% of questions, helping to free up Hobbycraft’s agents so they can spend more time sharing their crafting knowledge.
Read more about how Freshworks transformed Hobbycraft’s customer support.
