Honest Brew and Freshdesk: Beers, bars and blissful customers

Written by on April 1, 2014

Andrew Reeve is the Founder of Honest Brew, makers and finders of good beer from the UK.  Honest Brew delivers your favorite beer directly to your home, whenever you need it.

If you really think about it, every craft beer bar sports the same scene. Happy faces. Loads of banter. More beer taps than there are Harry Potter films. A wise bartender with a wiser beard.

See, the same scene in every craft beer bar. But the beer?

Now, the beer is never the same.

Drinking with your buddies is fun as long as you’re lounging in a fine bar, sipping on some fine brew. But the quest to find that brew could easily be as complicated as finding the Holy Grail. With so many options to choose from, what’s a man got to do to find ‘the One’?

If this were your local bar, you’d turn to the bartender. He’d pour you one, give you some tasters and basically wait on your every beery need. That’s the kind of real-life customer service that no online company can even hope to compete with.

At Honest Brew, more than anything else, we want to mimic the service people receive when they walk into a craft beer bar or bottle shop. The kind of drinking experience you get when you’re out with beer experts. Honest Brew is a startup, an online beer platform that delivers beer directly to customers in the United Kingdom and Europe. Our goal is to make it easier for people to find and enjoy great beer, without leaving the comfort of their own homes.

Something that’s easier said than done when your customers are halfway across the country from you.

Which is why we’re so thankful for Frank. Frank is our wispy-bearded bartender who interacts with our customers, recommends brews, answers questions and makes sure that everyone leaves the website happy, and with beer. To put it simply, he is the guy with the beer and all the answers.

He’s our superhero, dedicated to making sure that everyone is happy and the beer is plentiful.

And like most superheroes, he isn’t real. Frank is actually just a really smart piece of software managed by our support agents. Frank is our implementation of Freshdesk.

By using the tools in Freshdesk, we’ve managed to create Frank so that we can offer the best customer service in the industry. It’s simple. His Twitter account, his Facebook page and his email address are integrated with our Freshdesk account. So, all of Frank’s usual tasks – responding to customer questions on the website, recommending beers to customers through Twitter, keeping people on the loop through Facebook, sending out delivery updates, can be managed from within Freshdesk by our support agents. By handling all of Frank’s conversations within our helpdesk, our agents have managed to create a seamless support experience across all channels.

Frank (and indirectly, Freshdesk) has enabled us to bring real-world, personable customer service to our online platform.

So, if you’re ever in the mood for a beer (well, we’re not sure which mood isn’t appropriate for one) or feel like having a quick chat, feel free to drop by our website. Frank’s always happy to help.

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  • Doug Sandler

    Everyone needs a FRANK in their life, especially my friends who love a unique brew and a lot of great service. Way to go Frank