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
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 Outdated tools turned each ticket into a marathon, with some customers waiting a week for a reply.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 Freshdesk Omni 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:
