Bitkub picks Freshworks to boost employee, customer support

Bitkub Exchange in Thailand has selected Freshworks to modernise the customer service operations of its cryptocurrency exchange platform. 

The Bangkok-based company started as a Freshservice customer and recently implemented Freshdesk, a cloud-based omnichannel customer engagement solution, to provide its customers with faster, more personalised support. 

The consolidation of customer and employee support solutions has helped Bitkub reduce costs and increase business efficiency.  

Bitkub carries out more than 90% of Thailand’s crypto transactions and handles a daily trade value of US$25 million. 

Amid a period of global economic uncertainty, the crypto giant hoped to reduce operational costs while meeting customer demand. The company’s previous customer support software was complex, leading to various hidden costs to operate and maintain it. 

Atthakrit Chimplapibul, CEO of Bitkub Exchange, said they chose a service provider that could optimise their customer engagement platform and future proof it. 

“Freshdesk offered a solution that allowed us to achieve our customer engagement goals without having to pay for features that we neither need nor use,” said Chimplapibul. “This will help us keep pace with rapid changes, especially in exceeding customer expectations, without driving up our costs.” 

Bitkub started use of Freshworks products in 2021 with their use of Freshservice for IT. The team was able to deflect 60% of tickets received which helped IT agents focus on high-value work and increased productivity resulting in an overall 64% improvement in average resolution time. 

The team also managed to take the First Call Resolution to 100% with an increase in employee satisfaction scores. 

“With AI-powered features and automation, Bitkub will be able to provide personalised customer service,” said Simon Ma, director and regional manager in ASEAN at Freshworks. 

Chimplapibul said the choice to switch over to Freshdesk was made after carefully considering four other customer experience vendors with five key factors in mind — functional and technical capabilities; implementation and migration plan; local support and point of contact; scalability in the long term; and overall value of the offering.  

Freshworks said it was able to exceed Bitkub’s expectations, seamlessly migrating millions of customer records in a record time of 12 weeks with significant savings.