Story
Freshworks
CitigroupFreshworks Supports Customer Support at Citigroup
Citigroup, a financials organization in the United States, uses Freshdesk from Freshworks to support customer support for support agents.
Value results
| Category | Value result |
|---|---|
| Capability | Customer support stays visible to adjacent teams through Freshdesk |
| Capability | Support agents work from the same Freshdesk record for support tickets |
| Capability | Support tickets can be reviewed without waiting on a personal export |
Story
Citigroup 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. Citigroup 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.
