Rockstar Recipes
Founded in 2003 by school friends Jon Coursey, David McKinnon and Mark Ling, Rockstar Recipes
is a company that creates guitar and piano lessons and sells them online. Customers purchase the
courses or sign up for a subscription and then download course material which could be anything
from audio and video files to documents.
The 2006 winners of the Champion Canterbury Award for Global Enterprise, Rockstar Recipes has
been hailed as a model example of local business innovation and entrepreneurship.
How Things Used To Work
Rockstar Recipes has fluctuated in size over the years but now they have three full timers and a part
timer on the job. With their focus on helping customers discover and rediscover the joy of music,
Rockstar Recipes believes in an all-hands-on-deck approach to support.
They had a simple ticketing system in place initially, that handled all their emails but they quickly
realized that this wasn’t helping them deliver the best customer experience possible.
© 2012 Freshdesk, All rights reserved. To learn more visit us online at http://www.freshdesk.com
Base Christchurch, New Zealand
The Checklist Multi-product support capability Community forums Knowledge base
The Driving Factor Powerful capabilities, easy to use interface
Favorite Capability Multi-product support
At a Glance
“ If you need a way of helping customers help themselves as well as contact you for further assistance,
Freshdesk gives you the tools to make this process quick and easy!-Dan
Rockstar Recipes
The Customer Support Challenge
Customers were mistaking auto responses for actual responses and
any and all changes needed time as well as programming skills, neither
of which was present in abundance. Knowing that they needed to do
something to get their support on track, the team trialled Freshdesk and
have been using it ever since. They freely admit that they’ve never been
more happier with their support.
In their own words, “(Freshdesk was) super easy to setup and configure,
with canned responses (quick replies) for each account and a dedicated
help desk for each of our products, making it easier for customers to find
answers.”
© 2012 Freshdesk, All rights reserved. To learn more visit us online at http://www.freshdesk.com
The Freshdesk Experience
With Freshdesk, Rockstar Recipes has everything in one place. Their customers could
now request help, search the knowledge base themselves, suggest improvements to
the lessons and even read small tips and tricks from musicians to make the song just
that bit more lovelier.
This is what Rockstar Recipes has always wanted - a one stop shop for everything
Rockstar. But Freshdesk helped them take things a step further, with multi product
support that lets Rockstar have multiple support email addresses for their different
products. And with the Day Passes, Rockstar can indulge in their everybody-on-sup-
port policy that had served them so well all these years.
Could anything else have complimented them better? They don’t think so !
© 2012 Freshdesk, All rights reserved. To learn more visit us online at http://www.freshdesk.com