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  "description": "a November 2026 Product Launch video",
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  "transcript": "The weight of delivering great service keeps growing. More customers to serve, more tools to manage, and more pressure to deliver perfection. You've told us tools are either too limited or too complex.\n\nYou need something powerful that just works. We're taking the next step in delivering a unified people first AI service platform built for rapid impact and amplified by Frediagenetic AI to help you uncomplicate, modernize, and grow with innovations that bring speed, intelligence, and unity to service across every team and every channel. Let's show you how. Great service isn't just fast. It's precise and effortless.\n\nWe've powered up Freddie AI agents with new skills and deeper knowledge to resolve employee issues without IT. Leaders unlock prompt based conversational AI insights that reveal what's working, what's not, and where to act next just by asking. HR and other business teams get their own enterprise service solutions for ticketing, workflows, and end to end administration.\n\nThe momentum doesn't stop there. We're raising the bar for all.\n\nPowerful vertical AI agents supercharged with more than fifty out of the box agentic workflows deploy in minutes to make speedy customer resolutions the standard.\n\nCustomer service gets the new Freshdesk Command Center to bring context, and intelligence into one view for easy collaboration, personalization, and resolution.\n\nAnd service leaders gain deeper visibility into performance and impact powered by Freddy AI Insights. We're making service work better for every team, every day. IT with fewer bottlenecks, customer service with more personal support, teams with smoother experiences, and enterprise with less complexity. With Freshworks, you uncomplicate. You modernize. You grow. PremiumBean dot com.",
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  "name": "Freshworks_TexasA&M_ Final updated 4.9.24",
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  "description": "a Customer Stories video",
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  "transcript": "At Texas A and M University, we will head one hundred and fifty thousand people celebrating an Aggie game day. Our bus ridership is on schedule for this year, we have around six million. A Texas sized operations like Texas A and M University deserves a Texas sized solution. It's a lot of fresh work.\n\nMy name is James Williams. I work for Texas A and M University as a System Administrator.\n\nAt any point in time, we have anywhere from forty thousand to a little over fifty to sixty thousand of those people here on campus utilizing some of our services, whether they be buses or parking or the garages, that does not include the numbers for faculty and staff and guests that may be coming on campus, and that's just normal business, and then game day operations are just a whole another situation altogether. Service desk wise, we were using JitBit help desk. It's basically an email consolidation platform, not a lot of tracking, issues with starting an email chain that just kept circling around because there was a lot of control and a lot of setup.\n\nIt just really didn't give us a good view of our business. When we came to evaluate various service desk vendors, we were looking for functionality. When we settled on our final three Freshworks being a part of that and the Freshservice product in particular, Certainly the functionality was the big push for us. And then Freshworks came in great with the cost as well.\n\nSo it was kind of a no brainer for us to make that decision.\n\nWith Freshservice, we've been able to set up automation. So certain tickets automatically get routed to specific units, specific people in those units to be able to accommodate the need that's being requested. That saves a lot of time. It helps with our customer service tremendously.\n\nOur ticket submission rate is in the hundreds every day, but our average resolution time is twelve hours. So we are handling tickets at a very effective rate. I can get done now in Freshservice fifteen minutes what it used to take me hours, days, or months to do. Freshworks is more than a software provider to us. They are a pivotal partner in our game day and day to day business, And as such, we've become teammates. Texas A and M University game day runs on fresh service.",
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  "name": "Customer Spotlight: Carrefour",
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  "transcript": "The pace at which digital transformation is taking place in the world has never been as fast as it is today. When you go to a digital transformation as the one we shaped within Carrefour, everything that we're doing is focused around customer happiness, customer satisfaction.\n\nFor those of you who don't know Carrefour, we're a global top ten retailer with a lot of outlets all over Europe, South America, and then a lot of franchises in the rest of the world.\n\nFirst thing first, if I reflect on the journey we started years ago, it's probably to keep it simple. How can we streamline operation and improve the quality of services? If you look at Carrefour as an organization, the multiplicity of services we provide is so big that we actually run more than fifteen different help desks. And the ability for Carrefour Belgium to have a single view of the situation was super difficult. That's really how we promoted the idea of a fresh service implementation at Carrefour.\n\nWe really found that Freshworks allowed us to evolve together with the solution. We actually gradually made the parts of the tool we use more mature at the same time as our teams were maturing. That flexibility that the tool allows, that was one of our main reasons to choose Freshworks.\n\nUsing Freshservice opened us a a world of automation that we did not have before. This leads to make our processes more smoother, more efficient, and we saw a lot of, of productivity increase using Freshservice in our daily, IT support.\n\nThe big advantage I see in Freshservice is that the teams can do a lot themselves. They can really change it wherever they want. The tool is very logically put together. It's very easy to implement. It used to take at least a year for an help desk implementation, and now it took about three to four months.\n\nFrom the more than fifteen help desks that we're actually operating, we're now happy to have moved seven of those l disks already to Freshservice. And our goal in the end is to centralize them all.\n\nThe other reason to choose Freshworks was actually really the people. I mean, we had very good interactions from day one. We felt that the team really understood what we wanted and was able to deliver that. All the technology that's coming at us, they mean nothing without, putting the customer central.\n\nYes. A digital transformation is tough. For sure, it's tough. But it's only the ones that keep on pushing that make it happen in the end.",
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  "name": "Freshworks Customer Story: Frasers Group",
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  "transcript": "Frasers Group is a retail organization. We provide consumers with access to the best sporting brands, premium brands, and luxury brands across the globe. My name is Scott Bain. I'm head of customer operations at the Frasers Group.\n\nThe procurement process we go through is a very thorough and formal process, and what I do is come up with a set of requirements, give it to my procurement team, and they then go away and identify vendors that we might consider. We were already using Salesforce and already using Zendesk within the organization in certain features or brands that we bought. And so we already had a history of on an understanding of what those organizations can do for us, and and we had never used Freshworks before. As see that process Freshworks came out the winner.\n\nSo the relationship aspect was really important and what it does, it demonstrated that Freshworks were really committed to working with us as a business and wanted to get to know us. And it felt like we were talking to real people. So we've seen quite a significant cost saving in moving away from sixteen plus systems, all the way down to Freshworks. Through the implementation and working with the Freshworks team, we've been able to deploy a chatbot that has resulted in a twenty seven percent deflection in customer contacts.\n\nIt's not always about how quick, it's about creating channels of choices for customers. What I mean by that is allowing customers to be able to reply in a channel that they want to communicate in. So we offer web chat, we offer social, we have telephony for some of our customers, and of course we have ticketing. Ultimately, customers don't really want to talk to anyone, they just want to self serve, and that's exactly the benefit that we get through Freshworks.\n\nMost recently, we have adopted AI through our chat solution, and and that's really helped us. We're able to achieve an eighteen thousand hour saving through deployment of our new chatbot that we deployed across the group. And that that's not only helped us to flight customer contacts, but it has absolutely reduced the number of man hours that anyone within the contact center. We're also exploring how we can use the AI features to help improve the level of service that our advisers are providing to customers.\n\nAnd what we mean by that is, like, agent assist. So if a customer does actually get presented through to an adviser and having information available to the agents that helps them solve that query faster is of benefit to us.\n\nSo we're using the ticket summarize function within the contact center and that absolutely helps. It speeds up the process and what it does is reduce the overall time it takes to handle a customer interactions. In the case of our luxury facers, our average response time can be in a matter of minutes. And in the case of some of our sporting facers, it can be six to twelve hours. Freshworks allows us the opportunity to tailor the customer management solution to the facers needs. Freshworks creates that agility for us as an organization to make sure that we get the right contact management solution for the different facias that we're supporting. So here at the Frasers Group, we're very happy with the Freshworks customer sound solutions.",
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