Story
Freshworks
BloombergBloomberg Modernizes Support Tickets with Freshworks
Bloomberg, a financials organization in the United States, uses Freshdesk from Freshworks to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Productivity | Fewer stalled items because support tickets has a clear owner |
| Productivity | Handoffs in customer support sit in a shared queue instead of a mailbox trail |
| Capability | New joiners can see how customer support actually runs |
Story
Bloomberg grew support tickets faster than the local tools around it. From the United States, financials teams still had to serve customers and internal partners who expected a straight answer. Support agents were the ones stitching the picture together by hand.
Rolling out Freshdesk put customer support on Freshworks. Freshworks offers customer and employee service products, including Freshdesk and Freshservice, aimed at midmarket IT and support teams. Bloomberg keeps the product in the path where work already happens, so support agents do not context-switch into a graveyard system used only for audits.
The visible result is steadier customer support. Support tickets is easier to inspect, and adjacent groups can join support agents without a guided tour of someone's desktop.
