Case Study: Leading US Financial Services Company achieves seamless customer messaging with Freshworks Freshchat

Leading US Financial Services company transforms its customer service with messaging

Leading US Financial Services Company, one of the world’s largest credit card providers, wanted to modernize customer service and move beyond legacy web chat. Working with Freshworks and its Freshchat messaging platform, the company sought a more seamless, contextual experience for customers across digital channels while also making life easier for its 8,000+ support agents.

With Freshworks Freshchat, the company expanded support from website live chat to mobile app messaging and Apple Business Chat, added bots and AI to automate simple requests, and unified teams with stronger roles and permissions. The impact included 10,000 hours saved with AI chatbots, 1.4 million conversations per quarter, a 60% reduction in agent training time, CSAT improving from 4.6/5 to 4.8/5, and 10x chat growth without increasing agent count.