freshworks

Customer Service Rewired:
A CX Leader’s Playbook For
AI-Driven Impact

In today’s competitive business landscape, customer service has evolved from a mere support function to a crucial driver of business success. This Forrester study commissioned by Freshworks reveals key insights from industry leaders on overcoming customer experience (CX) challenges, bridging technological gaps, and optimizing customer service to enhance efficiency and satisfaction.

Here’s how businesses can transform customer service into a competitive advantage:

  • Unify customer interactions – 30% of CS leaders say a unified view across channels is key to delivering exceptional service.
  • Break down silos – 19% of SMB CS leaders admit their firms lack a systematic approach to integrating customer data for optimized CX.
  • Boost efficiency with AI – 39% of leaders plan to invest more in AI to enhance insights, agent productivity, and competitiveness.

Want to know how you can turn your customer support into a strategic asset? Download the Forrester study to learn more.

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    About Freshworks Inc.

    Freshworks Inc. (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates around the world to serve more than 67,000 customers, including American Express, Blue Nile, Bridgestone, Databricks, Fila, Klarna, and OfficeMax. For the freshest company news, visit www.freshworks.com and follow us on Facebook, LinkedIn, and X

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