Customer support built for banks, insurers, and fintechs
Deliver secure, fast, and personalized support across chat, email, apps, and more. Resolve financial queries with AI, automate workflows, and build lifelong customer trust.
Top customer requirements to meet in the BFSI sector
Ease of banking
Customers expect mobile-first banking experiences, including AI chatbots and WhatsApp banking features.
24x7 availability and omnichannel presence
Digital-native customers demand consistent, always-on support across channels.
Hyper-personalization
Customers expect their data to be used to deliver personalized experiences and tailored services.
Financial wellness and holistic support
Customers value support beyond transactions, like financial planning tools and proactive engagement.
Freshdesk : Helping BFSI teams deliver support that customers can bank on
Seamless omnichannel support, from Day 1
Support your customers wherever they are, whether through your mobile app, WhatsApp, email, chat, or social media, all from one unified workspace.
Freshdesk ensures every interaction is consistent, connected, and seamless, so customers never have to repeat themselves or switch channels to get help.
24/7 service without 24/7 staffing
Provide always-on support without overloading your team.
Freddy AI Agent resolves queries instantly by learning from your various knowledge sources and connecting to your other applications.
Freddy AI Agent escalates issues only when needed, helping you stay responsive and efficient around the clock.
Personalized service with full customer context
Give your agents a complete history on every customer with unified records, CRM integrations, and real-time data.
Whether it’s adjusting a premium or recommending a credit option, agents can offer tailored, high-quality support every time.
AI-powered, faster, compliant responses
Enable your agent to reach peak productivity with Freddy AI Copilot.
Freddy AI Copilot can summarize issues, suggest answers, and craft empathetic, compliant replies, perfect for regulated industries.
Freddy AI Copilot also boosts response speed while maintaining accuracy and tone.
Proactive engagement that builds trust
Automate reminders for payments, renewals, and fraud alerts to keep customers informed and reduce inbound queries.
Stay one step ahead and show customers you care, even before they reach out.
“We are getting rave reviews. We hear that in the sales process, our support is a game-changer and a differentiator in bringing in new customers and keeping our existing ones. We’re gaining an intimate understanding of our organization and developing a new vision for how to serve our customers in an AI-powered future.”
Business challenge
Agents relied on a mix of outdated tools and time-consuming processes
Gainsight and Smartsheet lacked the scalability required as the company began to grow
Business outcome
Freddy AI Agent easily deflects low-priority, common questions and automatically routes premium enterprise customers to a live agent
Freddy AI Copilot’s AI features, like Summarizer, help agents become more productive
Freshworks solutions, built on Freshworks’ Neo Platform and powered by AWS, provide a strong and scalable foundation for end-to-end cloud operations
Top BFSI use cases solved by Freddy AI Agent
Deploy Freddy AI Agent to take over your common queries and provide instant, accurate, and highly secure support without making customers wait.
Check claim, refund, or withdrawal status
Update personal or payment information
Recover account access
Understand policy or loan eligibility
More reasons to choose Freshdesk for your business
Built-in audit trails for compliance
Get a log of every interaction and agent action to support audits and meet regulatory requirements with ease.
Knowledge base for instant answers
Give agents and customers quick access to policies, FAQs, and guides, reducing ticket volume and resolution time.
Enterprise-grade security, built for finance
Freshdesk protects sensitive customer data with advanced security, encryption, and compliance controls, so you stay audit-ready and customer-trusted.
Frequently asked questions
What is customer service in banks?
Customer service in banks is the support provided to customers for queries about accounts, loans, cards, transactions, or digital banking. It ensures secure, quick, and reliable help across all banking touchpoints.
How can banks quickly resolve customer issues with Freshdesk?
Freshdesk helps banks resolve issues faster by bringing all customer queries across email, phone, chat, and branches into one platform. Freddy AI suggests instant responses, automates routine tasks, and gives agents the right context to resolve queries on the first interaction.
Can Freshdesk ensure secure customer service for financial institutions?
Yes. Freshdesk is built with enterprise-grade security, compliance certifications, and advanced data privacy controls. Banks can serve customers confidently while ensuring sensitive financial data is always protected.
How does Freshdesk help banks scale support with automation and AI?
Freshdesk uses AI and automation to handle high volumes of customer requests. Freddy AI automates repetitive banking queries, routes complex cases to the right team, and provides insights that help banks scale support without increasing costs.
What integrations does Freshdesk offer for core banking systems?
Freshdesk integrates with leading CRM, core banking, and payment systems through APIs and prebuilt connectors. This gives agents complete context on customer accounts and transactions, making support faster and more personalized.
Uncomplicate financial support with Freshdesk
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