Rockstar Recipes

Founded in 2003 by school friends Jon Coursey, David McKinnon and Mark Ling, Rockstar Recipes

is a company that creates guitar and piano lessons and sells them online. Customers purchase the

courses or sign up for a subscription and then download course material which could be anything

from audio and video files to documents.

The 2006 winners of the Champion Canterbury Award for Global Enterprise, Rockstar Recipes has

been hailed as a model example of local business innovation and entrepreneurship.

How Things Used To Work

Rockstar Recipes has fluctuated in size over the years but now they have three full timers and a part

timer on the job. With their focus on helping customers discover and rediscover the joy of music,

Rockstar Recipes believes in an all-hands-on-deck approach to support.

They had a simple ticketing system in place initially, that handled all their emails but they quickly

realized that this wasn’t helping them deliver the best customer experience possible.

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

Base Christchurch, New Zealand

The Checklist Multi-product support capability Community forums Knowledge base

The Driving Factor Powerful capabilities, easy to use interface

Favorite Capability Multi-product support

At a Glance

“ If you need a way of helping customers help themselves as well as contact you for further assistance,

Freshdesk gives you the tools to make this process quick and easy!-Dan

Rockstar Recipes

The Customer Support Challenge

Customers were mistaking auto responses for actual responses and

any and all changes needed time as well as programming skills, neither

of which was present in abundance. Knowing that they needed to do

something to get their support on track, the team trialled Freshdesk and

have been using it ever since. They freely admit that they’ve never been

more happier with their support.

In their own words, “(Freshdesk was) super easy to setup and configure,

with canned responses (quick replies) for each account and a dedicated

help desk for each of our products, making it easier for customers to find

answers.”

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

The Freshdesk Experience

With Freshdesk, Rockstar Recipes has everything in one place. Their customers could

now request help, search the knowledge base themselves, suggest improvements to

the lessons and even read small tips and tricks from musicians to make the song just

that bit more lovelier.

This is what Rockstar Recipes has always wanted - a one stop shop for everything

Rockstar. But Freshdesk helped them take things a step further, with multi product

support that lets Rockstar have multiple support email addresses for their different

products. And with the Day Passes, Rockstar can indulge in their everybody-on-sup-

port policy that had served them so well all these years.

Could anything else have complimented them better? They don’t think so !

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