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

“ 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

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