How Freshy scaled support without adding headcount and turned it into a driver of sales pipeline and SEO growth

When Nick Paliughi became Director of Support at Freshy, he faced the challenge of managing over 2,800 websites with a small team, necessitating a solution for efficient support ticket handling. By integrating Zapier and AI, Freshy was able to scale support without increasing headcount, saving hours on ticket triage by using AI for sentiment analysis, client prioritization, and context gathering. This automation not only improved service consistency but also allowed Freshy to identify sales opportunities from support conversations and turn resolved technical issues into SEO-friendly content, effectively transforming support into a revenue-generating channel. The implementation of these technologies enabled Freshy to streamline operations and create new growth avenues, illustrating the creative use of AI beyond mere efficiency, as highlighted by Nick's recognition as a 2025 Zappy Awards winner for Customer Support Automation.