Recognizing the importance of providing superior customer experiences, CBD has invested in Freshdesk – Freshworks’ flagship customer support software. Commercial Bank of Dubai (CBD) is using Freshdesk to increase efficiency and deliver superior customer experience
Using Freshdesk, Commercial Bank of Dubai (CBD) has enhanced its customer service operations. By leveraging Freshworks’ customer experience software, CBD has digitized and automated key processes, resulting in a 50% reduction in customer support resolution time
“At CBD, we are constantly working on enhancing our customer service to provide a seamless banking experience to our customers. We are delighted to state that Freshworks helped in enhancing our customer service team’s efficiency, cutting our resolution times by nearly half.” said Anurag Saigal, Head of Investment and Transaction Banking at Commercial Bank of Dubai.
“Freshdesk has provided us with the flexibility to execute on any requirement with no restrictions and rapid solution deployment,” said Ben Crampton, Client Excellence & Service Delivery at CBD.
CBD has deployed over 60 automations that increase the productivity and effectiveness of its customer service team. Thus, CBD customers can self-serve for basic queries such as login issues or forgotten pins. This approach has reduced the average number of tickets agents receive per month by 28%, providing further evidence of Freshdesk’s positive impact.
