Monos Boosts Sales by 500% with Freshworks’ AI-Enhanced Customer Support

Monos, an upscale online luggage retailer, has witnessed a remarkable transformation in customer and employee satisfaction, as well as a significant acceleration in sales figures, following the integration of Freshworks' AI-powered customer service solutions. This digital evolution has allowed Monos to tackle the substantial growth challenges that strained their IT infrastructure, leading to a more streamlined support system.

Revolutionizing Customer Experience

Before the collaboration with Freshworks, Monos struggled with its support system as it tried to cope with rapid growth, causing even the company’s CEO to receive direct emails from customers. By deploying Freshdesk and the innovative Freddy AI, Monos embraced a multi-channel customer support approach, efficiently handling emails, chats, and social media interactions, utilizing AI for prompt and relevant responses, and freeing customer support agents to focus on complex issues. As a result, Monos saw an 80% deflection rate in customer queries and a 150% improvement in issue resolution speed.

Impressive Sales Growth

Implementing Freshworks' customer service tools, Monos observed an exceptional 500% increase in sales—a number that dramatically surpassed their expectations. This achievement coincided with a month-long Black Friday event during which website traffic quadrupled, emphasizing the capacity of Freshworks' solutions to support high volumes of customer interactions without a hiccup. Moreover, an 85% customer retention rate was achieved, indicating strong consumer loyalty in the face of a 400% surge in site visits.

Given the impressive results, customer satisfaction ratings soared to 86%, cementing Monos' status as a company dedicated to excellent customer service. Jacen Cabading, a Customer Experience Manager at Monos, acclaimed the role of Freshworks' solutions in not only optimizing operations but also enhancing the work environment. Mike Wu, Director of Ecommerce and Customer Experience, lauded the software's role in navigating through the high volume of the sale period and far exceeding their sales targets.

Future-Ready Support System

Mika Yamamoto, Chief Customer and Marketing Officer at Freshworks, hailed Monos' digital transformation success, attributing it to the AI-driven solutions that have revolutionized the way customer support is delivered. These advancements have not gone unnoticed, with Freshworks accumulating over 66,000 customers globally, including household names across various industries.

Monos' dedication to environmentally conscious endeavors is also notable, as the brand was recognized as the first travel lifestyle company to be given the Climate Neutral Certification for its sustainable practices.

Freshworks, headquartered in San Mateo, California, continues to pave the way in AI-driven business software, allowing diverse teams to work efficiently and have a palpable impact on their businesses.

AI, CustomerService, SalesGrowth