Freshworks - Need to Know Everything

Freshworks is a software-as-a-service (SaaS) startup that challenges traditional CRM, IT service management, Customer Support, and Marketing Automation by offering a full customer engagement suite, Freshworks360.

In 2018, the company reached over $ 100 million in annual recurring revenue and joined the exclusive unicorn club.

The company offers products like Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat, Freshmarketer, and Fresh Release. And backed by multiple investors such as Accel, Tiger Global Management, CapitalG, and Sequoia Capital India. 

Its cloud-based suite is used by more than 150,000 businesses worldwide including the NHS, Honda, Rightmove, Hugo Boss, Citizens Advice, Toshiba, and Cisco.

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Freshwork Success Story 

From the Start, Freshworks aimed to grow globally. They first studied each market to understand its needs before entering a new market dynamic. For example, they would decide if a market is “mature” or “emerging” and customize its go-to-market strategies accordingly. Understanding local and regional languages is important for helping the business to make content for non-speaking English. 

Freshworks uses a Google Cloud data infrastructure to support its marketing and analytics requirements as its product portfolio expands. This setup allowed the Freshworks performance marketing team to make important decisions on information that showed:

• How much return comes from this  campaigns
• Which marketing channel led to customer purchase
• Whether customers took the desired actions (like going from browsing to buying) and what if it made money 

Challenge - While its competitors provided app development platforms to customize customer needs, Freshworks wanted to create a product that fulfilled the same need but stood out in a unique difference. Freshworks Choose to stand out by providing computing resources, not just webhooks and APIs, to its customers. It needed a solution that could grow as apps were deployed, no matter how often the apps were triggered. 

Expanding Global Reach - Freshworks' mission is to provide customer engagement tools that cater to Businesses all over the world. Their products are used by more than 150,000 businesses across more than 15 countries. Some of its main global brands are NHS, Honda, Toshiba, and Cisco.

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Conclusion 

Freshworks is not just a regular software provider. It is a partner that helps businesses streamline their operations, improve customer experiences, and improve efficiency. It helps in reshaping the future of customer engagement for SMBs globally.

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