How AI helped improve service and employee support for these three companies
Total Expert, Woolacombe Bay Holiday Parks, and Kaizen AMS use AI-powered tools to solve issues faster and improve the experience for customers and employees
Keeping up with customer service and IT queries can become overwhelming for companies with ever-expanding customer bases or employees. Total Expert, Woolacombe Bay Holiday Parks, and Kaizen AMS turned to Freshworks’ AI for help. Here’s how they did it.
Total Expert boosts sales and customer satisfaction with AI
Premium customers often seek a higher level of service, so how does a company meet these expectations without compromising efficiency and productivity? Total Expert, a customer engagement platform for the financial industry, freed up agents for their higher-touch customers with AI, starting with a tailored chatbot, TED (Total Expert Digital Assistant), to help with lower-level inquiries. TED resolves low-priority questions for customers, and Freddy AI Copilot supports agents by summarizing customer data for context, suggesting language to maintain a consistent and empathetic tone, and rephrasing text to ensure all communications meet brand expectations.
“We’re gaining an intimate understanding of our organization and developing a new vision for how to serve our customers in an AI-powered future,” says Heide Antholz, Total Expert’s SVP of professional services. So far, Total Expert has enjoyed a 248% ROI from improved customer service productivity and savings of more than $124,000 annually.
Woolacombe Bay Holiday Parks uses AI to make vacations brighter
Woolacombe Bay Holiday Parks is a family-run resort company in the United Kingdom whose business depends on its ability to respond quickly, consistently, and confidently to customer queries. With Freddy AI and Freshdesk, Woolacombe Bay Holiday Parks can resolve customer issues automatically through chatbots on their social media channels. Freddy AI Copilot, an AI-powered assistant for the support team, readily helps craft messages or speed up routine processes, all leading to an average resolution time 90% lower than competitors.’ It has also helped the staff feel more confident communicating over digital channels.
“I had team members who weren’t comfortable with emails,” says Keira Hayter, sales team manager at Woolacombe Bay Holiday Parks. “With AI, they’ve gained so much confidence, and the quality of emails they’re sending now is remarkable.”
Kaizen AMS speeds up issue resolution with AI
Kaizen AMS, a top property management company in the United Arab Emirates, relied on a shared inbox with limited means to capture data from residents and managers at its 25,000 residential properties. Queries often were lost or not tracked, limiting agents’ ability to understand the context of existing queries. Freshdesk helped to scale the support team with a modern ticketing solution, and Freddy Copilot and Freddy AI Agent helped speed up service. With Copilot’s AI features, agents can segregate, analyze, and prioritize issues while AI handles routine queries.
“Freddy AI Copilot helps enhance agents’ responses—they are well-versed with AI and feel handicapped without the feature now,” says Vidyashree Cawa, senior manager of customer experience at Kaizen AMS. Kaizen AMS has achieved a first-resolution SLA of 99% and observed a significant decrease in response times with increased agent productivity.
Modern, AI-powered Freshworks solutions are helping companies continue to undergo business expansion and acquire more customers while providing exceptional customer service to their business demands.
