Freshworks
Overview
Freshworks is a global software company that provides innovative customer engagement solutions, including customer service, IT service management, and CRM software. Their products are designed to be easy to use and are enhanced with AI capabilities to improve efficiency and customer satisfaction. Freshworks serves over 67,000 businesses worldwide, offering a range of products that help companies streamline operations and enhance customer and employee experiences.
Industry: Software
Ideal Customer Profiles: Freshworks' ideal customers are businesses of all sizes looking to enhance their customer service, IT service management, and sales operations. These include enterprises seeking to modernize their IT infrastructure, companies aiming to improve customer engagement through AI-driven solutions, and organizations looking to streamline sales and marketing processes.
Website: freshworks.com
Products
Freshdesk
Freshdesk is an AI-driven ticketing solution that helps businesses manage customer inquiries efficiently. It offers a unified workspace for agents to prioritize and resolve tickets quickly, enhancing customer support operations.
Features
Advanced Ticketing
Description: Freshdesk provides a unified workspace that allows support agents to manage, prioritize, and resolve customer tickets efficiently. This feature helps agents focus on the most critical issues and deliver personalized support.
Benefit: Improves agent productivity and ensures timely resolution of customer issues.
Self-Service
Description: Freshdesk offers a scalable knowledge base and custom widgets that enable customers to find answers to their queries without agent assistance. This reduces the workload on support teams and improves customer satisfaction.
Benefit: Reduces agent workload and enhances customer satisfaction by providing quick answers.
AI-Powered Automations
Description: This feature uses AI to automate repetitive tasks and workflows, allowing support teams to operate more efficiently and focus on complex issues.
Benefit: Increases operational efficiency and reduces manual effort for support teams.
Collaboration Tools
Description: Freshdesk includes collaboration tools that enable agents to work with experts from different teams to resolve complex customer inquiries more effectively.
Benefit: Enhances team collaboration and improves resolution times for complex issues.
Analytics and Insights
Description: Freshdesk provides AI-driven insights that help identify potential issues and optimize support operations, ensuring a proactive approach to customer service.
Benefit: Allows businesses to anticipate and address issues before they escalate, improving overall service quality.
Freshservice
Freshservice is an AI-powered IT service management (ITSM) and enterprise service management (ESM) solution that simplifies IT operations and enhances service delivery through automation and AI.
Features
Built-in AI
Description: Freshservice incorporates AI to automate routine queries and enable self-service, improving efficiency across staff, systems, and processes.
Benefit: Increases efficiency and reduces the time spent on routine tasks.
Workflows and Automation
Description: This feature allows users to create automations using a codeless drag-and-drop interface, streamlining processes and reducing manual effort.
Benefit: Saves time and increases productivity by automating repetitive tasks.
Integrations
Description: Freshservice offers seamless integration with various cloud and on-premise applications, enhancing productivity and reducing complexity.
Benefit: Facilitates easy integration with existing systems, improving workflow efficiency.
Omnichannel Support
Description: Freshservice provides a single view of all communication channels, including text, email, and tickets, allowing for seamless service management.
Benefit: Improves service management by consolidating all communication channels into one view.
IT Asset Management (ITAM)
Description: Freshservice offers real-time visibility into hardware, software, and SaaS assets through an auto-updating CMDB, enhancing asset management capabilities.
Benefit: Improves asset management and reduces the risk of asset-related issues.
Freshchat
Freshchat is a customer messaging platform that enables businesses to engage with customers across multiple channels, offering live chat and chatbot capabilities for seamless communication.
Features
Channel Freedom
Description: Freshchat allows businesses to engage with customers on their preferred channels, providing a seamless experience whether through self-service or agent-assisted interactions.
Benefit: Enhances customer satisfaction by offering flexible communication options.
Bot-Driven Support
Description: This feature enables businesses to create and deploy AI-driven chatbots across various channels, providing quick and efficient self-service options for customers.
Benefit: Reduces response times and improves customer satisfaction with automated support.
Unified Agent Workspace
Description: Freshchat provides agents with a unified workspace that includes customer context, such as past purchases and open issues, enabling personalized interactions.
Benefit: Improves agent efficiency and enhances the customer experience through personalized service.
Proactive Customer Journeys
Description: This feature allows businesses to engage customers proactively on web or messaging channels, addressing potential issues before they arise.
Benefit: Increases customer satisfaction by preventing issues and enhancing engagement.
Admin and Analytics
Description: Freshchat provides insights into customer behavior and team performance, helping businesses make informed decisions to improve service quality.
Benefit: Enables data-driven decision-making to enhance customer service operations.
Freshsales
Freshsales is an AI-powered sales CRM that helps businesses streamline their sales processes, improve productivity, and close deals faster through automation and insights.
Features
Smarter Campaigns
Description: Freshsales enables businesses to run intelligent sales campaigns, capturing and qualifying leads efficiently with the help of AI.
Benefit: Increases lead generation and improves the efficiency of sales processes.
Efficient Organizing
Description: This feature allows sales teams to organize their processes using kanban views and drag-and-drop cards, streamlining workflow management.
Benefit: Enhances sales team productivity by simplifying process management.
360° Customer View
Description: Freshsales provides a comprehensive view of customer interactions, enabling personalized engagement across preferred channels.
Benefit: Improves customer relationships and increases conversion rates through personalized interactions.
Automation
Description: This feature automates repetitive tasks, reducing manual effort and allowing sales teams to focus on high-value activities.
Benefit: Increases productivity and reduces the time spent on administrative tasks.
AI-Powered Assistance
Description: Freddy AI assists sales teams by highlighting the best leads and deals, providing insights, and automating tasks like email writing.
Benefit: Enhances sales efficiency and effectiveness through AI-driven insights and automation.
Freshmarketer
Freshmarketer is a marketing automation platform that helps businesses generate leads, engage customers across multiple channels, and drive revenue growth with AI-powered tools.
Features
Multichannel Engagement
Description: Freshmarketer allows businesses to engage with customers across various channels, including email, SMS, WhatsApp, and social media, ensuring broad reach and engagement.
Benefit: Increases customer engagement and reach by utilizing multiple communication channels.
Unified Customer View
Description: This feature provides a comprehensive view of customer interactions, enabling businesses to run personalized campaigns based on past behavior and preferences.
Benefit: Enhances campaign effectiveness and customer engagement through personalized marketing.
AI-Assisted Campaigns
Description: Freshmarketer uses AI to assist in crafting marketing campaigns, making the process more efficient and effective.
Benefit: Reduces the time and effort required to create impactful marketing campaigns.
Automated Customer Journeys
Description: This feature allows businesses to create automated, cross-channel customer journeys that drive engagement and business outcomes.
Benefit: Improves customer retention and sales through automated, personalized interactions.
Performance Analytics
Description: Freshmarketer provides analytics on campaign and website performance, helping businesses optimize their marketing strategies for better results.
Benefit: Enables data-driven marketing decisions to improve conversion rates and ROI.
Quantitative Benefits
"TRUSTED BY 67,000+ BUSINESSES WORLDWIDE"
"With Freshsales, we brought it down to about 20%, and time is money."
"Over the last year, we've acquired 10X more customers and are rapidly scaling."
"To our surprise and relief, through this busy phase, the time spent on administrative tasks by teams dropped by 20%."
"We started using Freshmarketer for our email newsletter, and we saw the open rates increase from 19% to 46% and the click rates increase from 1.6% to 5%. This led to an increase in our website traffic and eventually attributed to a 5% increase in revenue."
Testimonials
"Reducing our no-show rate was important to have higher utilization of our sales team. With Freshsales, we brought it down to about 20%, and time is money."
Mike Hopkins, Senior VP, Sales and Service at Blue Nile
Source: Freshworks: Streamlined Solutions | Customer Service, IT, Sales
"Freshservice is so intuitive and user-friendly. Our end-users find it very simple to raise a ticket and support agents are able to easily transfer tickets within departments."
Christy Cooper, Senior IT Operations Analyst at Alterra Mountain Company
Source: Freshworks: Streamlined Solutions | Customer Service, IT, Sales
"We use Freshservice for everything, and that just makes it really easy—regardless of what you need as an employee—to know that you can always just go to this tool and you're going to get whatever you need."
Rey Davila, System Administrator at Allbirds
Source: Freshworks: Streamlined Solutions | Customer Service, IT, Sales
"I'm responsible for our chat platform and channel service strategy. The reason why we moved to Freshworks was for the APIs so that we can be our own chat client. I really enjoyed the collaboration."
Eric Bompas, Product Manager at Klarna
Source: Freshdesk: Smart, Scalable Ticketing Solution | Freshworks
"Freshdesk has scaled with us. What I love most is that I don't need an administrator to maintain it. Ticket automation, screen-share through the chat, customized portals for different segments of our users—all those things are really helping us bring response times down."
Kris Sundberg, VP of Customer Success at Restaurant365
Source: Freshdesk: Smart, Scalable Ticketing Solution | Freshworks
"Freshservice has opened up our eyes to deploying new processes in a new fashion. We're no longer constrained by our legacy ITSM system. Freshservice automation gives us peace of mind."
Fred Chin, AVP of IT Infrastructure and End User Services at RingCentral
Source: Freshservice: AI-powered ITSM & ESM Solution | Freshworks
"Along with efficient team management, Freshchat helped us develop a stronger relationship with our customers and make the transition from an offline retail store to an online D2C brand much easier."
Mauli Teli, Co-founder at Iba Cosmetics
Source: Freshchat: Customer Messaging, Live Chat & Chatbots | Freshworks
"We adopted Freshworks Freddy AI for a highly automated and personalized customer experience. We have been using it for a year and can confidently say that we have accomplished most of what we had in mind."
Vishal Gupta, CEO at PhonePe
Source: Customer Service Suite: AI Powered Support and Chat Software - Freshworks
"You can have great agents that care about the customer, but if they don't have the tools to successfully service that customer, it's hard to deliver that high level of personalization."
Mike Hopkins, Senior VP, Sales and Service at Blue Nile
Source: Customer Service Suite: AI Powered Support and Chat Software - Freshworks
"Over the last year, we've acquired 10X more customers and are rapidly scaling. To our surprise and relief, through this busy phase, the time spent on administrative tasks by teams dropped by 20%."
Alexandra, CRM Operations Manager at Humn
Source: Freshsales: Streamlined Sales CRM Solution | Freshworks
"We were able to gather intent data from email engagement and profile our audience and market to niches better. In a nutshell, the CRM became integral to our organization, rather than a supporting force."
Arun Rajamani, Head – Digital Sales at Sify
Source: Freshsales: Streamlined Sales CRM Solution | Freshworks
"With Freshworks on the scene, the team had the right features to track CTRs, plan a proper email marketing campaign, and segment their list too. Moreover, now we have quantifiable data that we've never seen before."
Greg Armstrong, VP of Sales at Evans Manufacturing
Source: Freshmarketer: Marketing Automation, Email & SMS | Freshworks
"We started using Freshmarketer for our email newsletter, and we saw the open rates increase from 19% to 46% and the click rates increase from 1.6% to 5%. This led to an increase in our website traffic and eventually attributed to a 5% increase in revenue."
Mathew K. Samuel, CEO, Global Marketing Head at NatXtra
Source: Freshmarketer: Marketing Automation, Email & SMS | Freshworks
"I needed a solution that was easy to implement and has a lot of automated flows. We use Freshmarketer as our retention tool and it's been extremely helpful to my marketing team."
Nalini Parthiban, Co-Founder and CEO
Source: Freshmarketer: Marketing Automation, Email & SMS | Freshworks
"Freshworks has significantly influenced all our marketing & sales endeavors across multiple businesses. Customer support is paramount in CRM, and Freshworks consistently sets an exemplary standard for addressing all our marketing queries, whether related to the product or other requirements"
Raviraj Arora, Assistant Operations Manager at Greenpoint Global
Source: Freshmarketer: Marketing Automation, Email & SMS | Freshworks
Customer Stories
Klarna
Problem: Needed a customizable chat platform and channel service strategy
Value Add: Provided APIs that allowed Klarna to be their own chat client
Outcome: Successful collaboration and implementation of a customized chat solution
Source: Freshdesk: Smart, Scalable Ticketing Solution | Freshworks
Restaurant365
Problem: Needed a scalable customer service solution that didn't require an administrator
Value Add: Provided ticket automation, screen-share through chat, and customized portals for different user segments
Outcome: Brought down response times and scaled with the company's growth
Source: Freshdesk: Smart, Scalable Ticketing Solution | Freshworks
RingCentral
Problem: Constrained by legacy ITSM system
Value Add: Freshservice provided automation and new processes deployment capabilities
Outcome: Gained peace of mind and opened up eyes to deploying new processes in a new fashion
Source: Freshservice: AI-powered ITSM & ESM Solution | Freshworks
Iba Cosmetics
Problem: Transitioning from an offline retail store to an online D2C brand
Value Add: Freshchat provided efficient team management and helped develop stronger customer relationships
Outcome: The transition from offline retail to online D2C brand was made much easier, with improved customer relationships
Source: Freshchat: Customer Messaging, Live Chat & Chatbots | Freshworks
PhonePe
Problem: Needed a highly automated and personalized customer experience
Value Add: Implemented Freshworks Freddy AI for automation and personalization
Outcome: Accomplished most of what they had in mind within a year of using Freddy AI
Source: Customer Service Suite: AI Powered Support and Chat Software - Freshworks
Blue Nile
Problem: Difficulty in delivering high level of personalization without proper tools
Value Add: Provided tools for agents to successfully service customers
Outcome: Enabled agents to deliver a high level of personalization in customer service
Source: Customer Service Suite: AI Powered Support and Chat Software - Freshworks
Humn
Problem: Rapid scaling and customer acquisition leading to increased administrative tasks
Value Add: Freshsales helped streamline processes and reduce time spent on administrative tasks
Outcome: Over the last year, they acquired 10X more customers while the time spent on administrative tasks by teams dropped by 20%
Source: Freshsales: Streamlined Sales CRM Solution | Freshworks
Sify
Problem: Needed better audience profiling and niche marketing
Value Add: Freshsales provided intent data from email engagement and improved audience profiling capabilities
Outcome: The CRM became integral to the organization, enabling better audience profiling and niche marketing
Source: Freshsales: Streamlined Sales CRM Solution | Freshworks
Evans Manufacturing
Problem: Lack of proper email marketing campaign tracking and list segmentation
Value Add: Freshworks provided features to track CTRs, plan proper email marketing campaigns, and segment their list
Outcome: The team now has quantifiable data that they've never seen before, enabling better marketing insights and decision-making
Source: Freshmarketer: Marketing Automation, Email & SMS | Freshworks
NatXtra
Problem: Low email newsletter performance
Value Add: Freshmarketer was used for their email newsletter, improving open rates and click rates
Outcome: Email open rates increased from 19% to 46%, click rates increased from 1.6% to 5%, leading to increased website traffic and a 5% increase in revenue
Source: Freshmarketer: Marketing Automation, Email & SMS | Freshworks
Magrabi
Problem: Needed to enhance customer experience management
Value Add: Freshworks' solutions streamlined processes and enhanced visibility across functions
Outcome: Significantly improved customer experience management
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