AI features bolster customer trust for Total Expert

In a new case study, the CRM provider explains how Freshdesk and AI chatbots delivered a 248% increase in ROI

Suganya ManivannanContent strategist, Freshworks

Sep 03, 20241 MIN READ

Total Expert, a CRM and customer engagement platform for financial institutions, needed a better way to provide timely, accurate customer support. Outdated tools turned each ticket into a marathon, with some customers waiting a week for a reply.

Heide Antholz, SVP of professional services, remembers juggling clunky tools. “Our support framework was young, with only a few people and no tools,” she says. “We knew that a process built around manual spreadsheets and hours-long wait times would never scale.”

Total Expert turned to Freshworks’ AI-powered Customer Service Suite and Freshdesk, a scalable ticketing solution built on Neo Platform and powered by AWS, to streamline support for Tier 1 and Premium clients. With the help of AI features and integrations with Slack and Jira, Total Expert saw a 248% increase in ROI, saved more than 1,000 agent hours, and achieved a 23% bot resolution rate.

Read more about how Freshworks transformed Total Expert’s support. Check out the full case study and watch the video:

Insights on the business impact and ROI of AI

Subscribe to The Works

Research

Report: Key strategies for AI-powered customer service

A new Freshworks report shows how industry CX leaders are maximizing value from AI

Life at Freshworks

Translating the craft of delicious biryani into great business

At Freshworks, there’s more to ‘Wednesday biryani’ than its delicious medley of aromatic spices; it embodies the spirit of craftsmanship—one of Freshworks’ core values.