Freshworks

What is Freshworks?

Freshworks makes software for customer service, IT, and customer relationship management (CRM), with generative AI built into its products. The suite includes:

• Freshsales – a CRM for sales teams
• Freshdesk – for handling customer support queries
• Freshservice – for managing IT services
• Freshchat – for direct customer messaging

These tools are designed to streamline business operations, increase productivity, and support customers across multiple channels, for businesses of any size. The built-in AI enables more personal customer conversations, automates repetitive tasks, and helps drive sales. Freshworks is often praised for being easy to use, feature-rich, and relied on by large companies around the world.

Who created Freshworks?

Freshworks was founded by Girish “G” Mathrubootham, who serves as Founder and Executive Chairman. His goal in starting the company was to help more people succeed in their work. Today, Freshworks has over 5,000 employees across 13 locations globally, offering software for customer service, IT, and CRM that is both powerful and straightforward to use. The company focuses on improving customer relationships and employee satisfaction without the complexity and cost typical of business software.

What is Freshworks used for?

Freshworks covers a range of business needs, including:

• Efficient customer service and ticket management
• Smoother customer engagement across multiple channels
• Self-service options for customers
• Building and maintaining stronger customer relationships
• Improved employee productivity
• Modernizing IT service management
• E-commerce and multi-channel marketing campaigns
• Customer insights and integrations with a wide range of other apps
• Training and support resources

It is delivered through a SaaS (Software as a Service) model.

Who is Freshworks for?

Freshworks suits several teams and roles within a business:

• Marketing teams – campaign management and customer engagement
• Sales teams – CRM functionality and sales growth
• Customer service departments – handling inquiries and support
• IT departments – service management and operations
• E-commerce businesses – customer interactions and marketing