Freshworks Helps MultiChoice, Africa’s Media Leader, Deliver a Modern Customer and Employee Experience

Freshdesk helped increase satisfaction scores for 20 million Multichoice subscribers; while Freshservice streamlined internal IT support tickets for employees

SAN MATEO, Calif. and RANDBURG, South Africa, Dec. 2021 (GLOBE NEWSWIRE) — Freshworks Inc. (NASDAQ: FRSH), a leading software company enabling businesses to delight their customers and employees, announced that African broadcasting and pay-TV company, Multichoice group (Multiple choice), uses fresh service® and freshdesk® to create faster omnichannel customer support across IT and support teams for South African MultiChoice subscribers.

MultiChoice is Africa’s leading video entertainment company, with over 21 million subscribers on the continent and 8.9 million subscribers in South Africa.

“Our South African subscriber base has grown by nearly 3 million customers (or 50%) over the past five years. Given this growth and the number of subscribers we support, we needed customer service and technology solutions that could help us track subscriber engagement history while providing a platform that our agents would love to use,” said Roland Naidoo, Executive Director of Client Operations at ‎Multichoice Group. “With the integration between Freshdesk and Freshservice, our agents are able to quickly escalate customer cases requiring cross-team support without switching between two systems. Freshworks brings our most important stakeholders together in one interface. Additionally, we were able to define customer-level metrics and not just simple process metrics like service levels. »

MultiChoice selected Freshworks customer engagement software to create unified customer records across all communication channels. Using Freshdesk, MultiChoice can bring disparate customer touchpoints such as appointments, calls, chat, email and social media together to be visible in a single support system , the common thread being the customer.

This resulted in an increase in first call resolution and helped improve customer satisfaction scores. By using Freshworks products, the company estimated a savings of US$2.8 million. By building omnichannel, the company was able to consistently reduce calls by 24% year-over-year and migrate customers to more digital channels.

Adding the service management component for second-line support using Freshservice gives MultiChoice the ability to drill down into the customer issue within the IT organization to identify root causes and simplify analysis.

MultiChoice plans to expand its use of Freshworks in combination with MultiChoice’s own technologies for deeper AI and chatbot support through predictive customer engagement.

“The Freshsales suite will allow us to leverage real data sources across sales and marketing to scale our support operations quickly and efficiently, while keeping an eye on future growth opportunities. not simple or easy to design, integrate and run across the enterprise Freshdesk helps us bring together a unified customer record in a single view of customer service for IT and support teams with the ability to integrate with almost all other service capabilities,” Naidoo said.

Find out how MultiChoice partners with Freshworks by reading the case study.

About the MultiChoice Group

MultiChoice Group (MCG or MultiChoice), listed on the JSE Main Board on February 27, 2019, is one of the world’s fastest growing video entertainment providers, offering entertainment products and services at 21.1 million households in 50 countries on the African continent. . Its 35+ year track record reflects its commitment to bringing audiences only the best local, sports and international content. For more information, visit

About Freshworks

Freshworks makes it quick and easy for businesses to delight their customers and employees. We do this by taking a new approach to creating and delivering software that is affordable, quick to implement, and designed for the end user. Based in San Mateo, CA, Freshworks has a dedicated team operating from 13 global offices to serve more than 50,000 customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media. For more information, visit

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Cathy W. Howerton