irisoft at a glance - freshdesk...irisoft irisoft is a software development company that sells cms...
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![Page 1: Irisoft At a Glance - Freshdesk...Irisoft Irisoft is a software development company that sells CMS and custom built e-commerce systems. They also offer a range of services including](https://reader035.vdocuments.site/reader035/viewer/2022071217/604cd62b27b32a365a578887/html5/thumbnails/1.jpg)
![Page 2: Irisoft At a Glance - Freshdesk...Irisoft Irisoft is a software development company that sells CMS and custom built e-commerce systems. They also offer a range of services including](https://reader035.vdocuments.site/reader035/viewer/2022071217/604cd62b27b32a365a578887/html5/thumbnails/2.jpg)
Irisoft
Irisoft is a software development company that sells CMS and custom built e-commerce systems.
They also offer a range of services including code audits. Founded by Peter Polakovic and George
Bistricka in late 2003, the company boasts of about 2500 clients and a brand built on more than
7 years of trust. Their customer base is geographically diverse with clients from Slovakia, Czech
Republic, Great Britain, Denmark and even Bali. Most Irisoft customers are small businesses, selling
software services or retail goods, whose websites are an integral part of their business model.
How Things Used To Work
Irisoft’s typical day has the support team fielding about 50 phone calls and 150 emails from their
customers. Most of these queries come from their Slovak and Czech clients who make up 90% of
the customer base and a lot of the requests have to do with late payments, content creation and
management and SEO. Apart from support requests, they also get some emails about how their
system measures up against other CMS. As Irisoft grew as a business, so did the needs of its clients
and its support. They realized the inadequacy of managing all this without a proper helpdesk system
and sat down to come up with a clear list of things they were looking for.
© 2012 Freshdesk, All rights reserved. To learn more visit us online at http://www.freshdesk.com
At a Glance
Base Trencin, Slovakia & Prague, Czech Re-public
The Checklist Multi-channel support Multi-product support Multi-language support Mobile support app
The Driving Factor Simplistic design with powerful capabili-ties
Favorite Capability Multi-language support
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“ If you offer services in other countries and manage your own support team, Freshdesk is the best
solution for you ! They turn customer dreams into reality-Jana Kalasova
Irisoft
The Customer Support Challenge
More and more of their customers were contacting them through social networks
so they decided that their support had to expand to include those channels as well.
An increasing range of products and a geographically diverse client base meant
multilanguage and multi brand support were also on the check list.
Apart from these broad requirements, they included some finer details like advanced
task search, detailed reports and statistics and proper spam settings as well. Armed
with this checklist, Irisoft began systematically staking out all the help desk software
on the market.
© 2012 Freshdesk, All rights reserved. To learn more visit us online at http://www.freshdesk.com
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The Freshdesk Experience
When Irisoft’s support team began exploring Freshdesk’s features, they were amazed
to discover that Freshdesk fit their requirements so well it felt like it was made es-
pecially for them! All of their specifications were met and they were able to provide
faster and better support to their customers.
Their excellent multi-language and the multi-product support has amazed clients.
And the team loves the fact that Freshdesk churns out new features and updates
nearly every week. They also like that their ideas and requests are being heard by
Freshdesk’s ‘team of qualified and supportive programmers who change customer
dreams into reality’.
Says Jana Kalasova of Irisoft, “if you offer services in other countries and manage
your own support team, Freshdesk is the best solution for you”.
© 2012 Freshdesk, All rights reserved. To learn more visit us online at http://www.freshdesk.com