Freshworks Customers Achieve 70% Deflection and 45% Faster Ticket Resolution
Freshworks honored six customers—including Panasonic, Shopify and Cineworld—in its 2026 Global Customer Awards for innovative use of Freshdesk, Freshservice and Freddy AI. Panasonic handled 90,000 annual conversations with 70% bot deflection, Shopify cut ticket resolution times by up to 45% and Cineworld reduced first response to under two hours.
1. Global Customer Awards Overview
Freshworks launched its inaugural 2026 Global Customer Awards to recognize clients driving service transformation across seven categories, from experience transformation to AI innovation. The program highlights organizations leveraging Freshdesk, Freshservice and Freddy AI to unify platforms and automate workflows at enterprise scale.
2. Major Awardees and Transformations
Panasonic consolidated post-purchase support onto a single Freshdesk Omnichannel platform, managing over 90,000 conversations annually with a 70% bot deflection rate. Shopify replaced fragmented IT tools with Freshservice, achieving a 30–45% reduction in ticket resolution times, while Cineworld automated 700 monthly tickets and cut first-response time to under two hours.
3. Demonstrated Metrics and Business Impact
These award outcomes showcase Freshworks’ ability to drive measurable efficiency gains and customer satisfaction improvements. The recognition may strengthen Freshworks’ market position and encourage broader enterprise adoption of its AI-enabled service solutions.