Martialartshop

How do you support a bunch of Nunchaku weilding ninjas?

“quality equipment at a price that’s right, with great service for those who practice & preach

the good fight”

MartialArtShop is an e-retailer with a difference. They sell martial arts equipment and their customers

include over 25,000 Jujitsu masters, ninjas in stealth mode, and samurai warriors in UK.

Supporting everyday customers with everyday needs can be difficult enough. Martin Blakeway,

Director at MartialArtShop, and 5th Dan Multi Style Martial Arts Instructor knew he had to make

their customer service exceptional if they wanted to keep their shuriken flowing. Since they retailed

a number of brands including their own, providing a uniform support experience was even more

difficult.

After juggling with email, and air-punching with a few support solutions, Martin finally narrowed down

to Freshdesk.

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

At a Glance

DojoEngland, UK

Kiba-dachi (the stance)Email and separate social tools

Kata (the checklist) Email and social support Multi-brand support capability Usable interface Kumite (winning capability)Zero learning curve, powerful support capabilities, team-wide inboxFavorite Capability

FinisherIntelligent automations with Dispatch’r

“Freshdesk has boosted our support to a whole new level.

The best part is now everything comes down to one easy flow of support requests!

-Martin BlakewayMartialArtShop

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

The Freshdesk Experience

MartialArtShop had different avenues for customers to contact them. Each brand

had a specific support mailbox, in addition to social media profiles and a distinct web

presence. Within the first week of using Freshdesk, MartialArtShop was able to

roundhouse kick support requests from every product and customer into a single

streamlined view for all their agents.

“Freshdesk makes it very easy to support customers across channels, with it’s

Facebook and Twitter integration”, says Martin. “The multi-channel support has been

the biggest help, with all our support queries coming into a single stream”

With their MartialArtClub and their own brand, Spirit, linked with Freshdesk, Martin

has been able to manage all customer communications from a single place. The

coolest part is their agents never have to leave Freshdesk, no matter where the ninjas

are!

Martin extensively uses the Dispatch’r in Freshdesk to categorize, prioritize and assign

support requests to the right ninjas in his team.

He feels their support has never been better!

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