Rack Room Shoes is an American footwear retailer headquartered in Charlotte, North Carolina which operates more than 500 stores in 36 states under the Rack Room Shoes and Off Broadway Shoe Warehouse brands.

Rack Room Shoes contacted loyally for the integration of their new Freshdesk environment together with their telephony system: Five9.

Rack Room has a varying helpdesk between 25 and 50 people and wanted to organise it as effectively as possible by having them work on one screen and by having the calls automatically converted into tickets in Freshdesk. This way, they keep an overview and have all the client’s needs at their fingertips on the same screen.

When they started with the app, they started with the normal functionalities, but as we often encounter, many helpdesks have their own workflow. By adjusting the app in small ways to get closer to the optimal workflow for Rack Room, the CTI app was fully integrated into the customer service. This does not only save time for the helpdesk employee, but also helps clients to be helped faster and more accurately.