Forrester: Freshworks Customer Service Suite delivers 225% ROI

Customer service leaders need to focus on three core priorities in 2024, according to Gartner research: self-service features that empower customers, generative AI capabilities to boost agent productivity, and analytics that help plot and track customer journeys end to end.

Freshworks’ AI-powered Customer Service Suite is generating business value on all three fronts, according to a new Forrester Consulting study commissioned by Freshworks. The Total Economic Impact (TEI) study quantifies the cost savings and other business benefits to customers who implement Freshworks CSS. 

Here are the key findings of the Forrester study:

• 225% ROI over three years. The three-year return includes over $2 million in various business benefits. 

• $1.3 million in cost savings from deflection and self-service. Freshworks CSS deflects customer service queries to self-service and lower-cost channels like chat and email, and it minimizes wait times for customers through features like an AI-powered chatbot, a personalized customer portal, and a knowledge base of FAQs.

• $493,000 in additional savings from increased agent productivity. Agents can communicate better with customers and resolve issues more efficiently through features such as customizable ticketing rules, advanced workflows, and AI copilot. This results in reduced agent staffing costs, translating to savings of roughly $493,000 over three years.

• 320 hours saved by service managers. By leveraging the automation and reporting capabilities in the CSS, organizations can streamline and automate their operations by eliminating repetitive tasks such as generating reports. This frees up 320 hours of customer service managers’ time annually. 

The TEI study also found that by retiring legacy software for Freshworks CSS, organizations saved up to $142,000 in licensing costs over three years. For more insights and a deeper dive into the data, download the full TEI study.

Source: The Total Economic Impact™ of Freshworks Customer Service Suite, January 2024. Results are based on a composite organization.