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  "name": "Customer Spotlight: Total Expert",
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  "uploadDate": "2024-08-23T17:10:14.000Z",
  "description": "a Customer Stories video",
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  "transcript": "Total Expert is a software company. We are vertical and we serve the financial industries. When I joined Total Expert, we were very young. And in support, we had only a few people.\n\nWe had no tools. We had no knowledge base, and that's when we realized we needed a solution to help us be successful. We are built on AWS as well, and that's where we started with Freshworks, and it's been successful in delivering on that. One of the challenges that we heard repeatedly from our customers is when we contact your support team, we want you to know about us, what we're doing, what we're trying to achieve.\n\nSo to be able to customize and personalize how we're servicing them to how they're running their business was an incredible challenge, and that's where the AI is really starting to come in and make a difference for us. We also use Freshworks for both our internal and our customer facing knowledge base. The better your knowledge base, the more successful you are using Freddie and the chatbot. Roughly forty percent of the tickets we were getting were product how to questions.\n\nBy introducing the chatbot, he is able to answer those product how to questions, freeing up our technical resources so they can get into the more technical aspects of it. We've been able to reduce twenty three percent of our tickets. In the last, I would say, eighteen months, we saw incredible growth. We weren't staffed to handle that growth.\n\nOur wait times were hours instead of minutes, and our response time on some of the tickets coming in if they came in an email weren't taking up to a week. And so as we made the changes and started really leveraging the full feature functionality that Freshworks brings to the table as well as introducing the AI, we are now down to minutes successfully hitting our SLAs, and our response time is less than twenty four hours. And we do hear that our support is a game changer, and it's a differentiator in bringing in new customers and and keeping our existing customers.",
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  "name": "What Is Freshdesk",
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  "uploadDate": "2025-11-03T16:47:20.000Z",
  "description": "a November 2026 Product Launch video",
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  "transcript": "Customer support is feeling the squeeze. Customers want answers right now on chat, email, voice, social, you name it. Meanwhile, your team is drowning in queues, outdated tools, and constant context switching. It's complicated, but it doesn't have to be. Meet Freshdesk, modern agentic customer service solution with enterprise capability without the enterprise complexity. With people first AI that handles the busy work so humans can focus on what matters.\n\nToo many repetitive queries? Let AI agents take over. With AI agents, your customers can get fast, accurate support right where they are. Whether it's a refund, changing subscription plans, or placing an order.\n\nHandle many such complex yet repetitive queries with ready to launch vertical AI agents. Need something custom? Use the AI agent studio to build agents that think, reason, and act, resolving issues end to end. Too many conversations, too little time?\n\nThat's where AI Copilot steps in, drafting replies, summarizing chats, and translating messages in real time so agents can stay focused on what matters most. And through it all, Freshdesk keeps everything connected. Every conversation across chat, email, messaging apps comes together in the Freshdesk command center, your home base for customer service. It's where agents start their day, see what matters across every channel, and take action with AI intelligence and context all in one place.\n\nFreshdesk also gives leaders the clarity they need with AI insights that surface issues early, from high ticket volumes to dipping CSATs so you can fix problems before they escalate. Leaders can also build reports with AI. Just ask a question and get instant insights. And because speed and scale matter, Freshdesk comes packed with everything you need to set up, support, and grow fast from day one to day one thousand and beyond.\n\nThe result? Productive agents, happier customers, rapid impact. And, yes, you'll see ROI not someday, but today. Complexity is the enemy of great service, and Freshdesk was built to beat it.\n\nUncomplicate customer service. Learn more at Freshworks dot com forward slash Freshdesk.",
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