Earth911

Earth911 is a directory of recycling information for consumers in North America. People can look up

recycling data, either specific to a material or general area recycling information, on their website or

their mobile app. The directory has information for over 300 materials and is the most accurate and

most comprehensive directory of its kind. Earth911 has won over 70 awards for its outstanding work

in making the world a better place to live in.

The Customer Support Journey

In its endeavour to provide the best support experience possible, Earth911 hit quite a few roadblocks.

Trey Granger, Senior Waste Analyst at Earth911, told us that Earth911’s journey began with Help Spot,

an on-premise solution. The experience wasn’t what Earth911 were looking for, and they found itself

on the lookout again. Some research and a trial later, they decided to try Zendesk

A month of Zendesk and Earth911 came to the realization that Zendesk wasn’t quite the right fit

either. This time around though, they found a few blogs advising dissatisfied Zendesk customers to

check out Freshdesk. After the trial, Earth911 realized that Freshdesk fit their needs so perfectly that

it was almost as if it was made specifically for them.

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

At a Glance

Base Scottsdale, Arizona

The Checklist Rich text formatting, BCC support Multi-channel support

The Driving FactorSimplistic, easy to use design

Favorite Capability Canned responses

“ We’ve been looking for several years for a customer service platform that lets us streamline our

conversations with the general public, freshdesk just make things easy

and it has everything we were looking for- Trey

Earth911

Why Freshdesk?

Earth911 had two very definitive reasons for making the switch to Freshdesk.

The ability to BCC support conversations to include more people in the

conversation was one.

Another was rich text formatting and the ability to include links in ticket

responses. When they discovered that Freshdesk allowed its users to do both,

it cinched the deal for them.

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

The Freshdesk Experience

What Earth911 likes best about Freshdesk is the shared inbox feature and canned

responses. A shared inbox means all the agents can take a look at the tickets as they

come in and the canned responses helps them save the time spent in pointlessly typ-

ing out generic replies. Agents love that they can now use rich text formatting for the

replies and have gone all out with this feature.

“We’ve been looking for several years for a customer service platform that lets us

streamline our conversations with the general public.”, says Trey. “Freshdesk just

make things easy and it has everything we were looking for. ”

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