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Freshworks

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Company health

Employee growth
11% increase in the last year
Web traffic
No change in the last quarter
Financing
September 2019 - $484M

Ratings

G2
4.5/5
(538)
Glassdoor
3.4/5
(1891)

Freshworks description

Freshworks provides a suite of cloud-based tools designed to improve customer service and internal operations for businesses of all sizes. It offers various products, including helpdesk ticketing, live chat, call center management, IT service management, and customer relationship management (CRM). Freshworks aims to simplify complex business processes with its user-friendly software and focus on automation and AI. This can lead to better customer experiences and increased efficiency within your company.

Who is using Freshworks?

Ollie Forsyth
New Economies Founder
Are you using Freshworks? Submit your stack and earn money

Who is Freshworks best for

Freshworks is a versatile suite of cloud-based tools designed to streamline customer service and internal operations. Users praise its user-friendly interface, seamless integrations, and excellent customer support. However, some have noted frustrations with recent platform changes and navigation complexities. Freshworks is a good fit for businesses seeking an all-in-one solution to enhance customer experiences and improve operational efficiency.

  • Best for small, medium, and large businesses.

  • Ideal for Software, IT, Telecommunications, and various other industries.

Freshworks features

Supported

Freshdesk offers robust ticketing features to efficiently manage customer issues.

Supported

Freshservice uses AI to automate tasks, predict issues, and offer self-service options.

Supported

Freshworks CRM offers various integrations to unify communication and customer data, enhancing customer relationship management.

Supported

Freshworks supports workflow automation with no-code and low-code integrations.

Supported

Freshworks provides a unified platform to manage customer interactions across email, chat, social media, and phone.

Supported

Freshworks offers a comprehensive CRM platform called Freshsales.

Supported

Freshworks uses AI to analyze conversations, providing insights into sentiment and trends for enhanced agent performance and personalized experiences.

Qualities

We evaluate the sentiment that users express about non-functional aspects of the software

Value and Pricing Transparency

Neutral
+0.02

Customer Service

Rather positive
+0.53

Ease of Use

Strongly positive
+0.89

Reliability and Performance

Neutral
+0.23

Ease of Implementation

Rather positive
+0.59

Scalability

Rather positive
+0.37

Freshworks reviews

We've summarised 501 Freshworks reviews (Freshworks G2 reviews) and summarised the main points below.

Pros of Freshworks
  • Seamless ticket integration between Freshdesk and Freshservice.
  • User-friendly interface for both agents and admins.
  • Excellent and responsive customer support.
  • Easy to set up and implement, good all-in-one platform.
Cons of Freshworks
  • Recent platform changes led to a frustrating instance reset.
  • Limited number of nested fields, making reporting difficult.
  • Navigating the admin section can be annoying, with no easy way to go back.
  • Chatbot could be more dynamic in understanding user queries.

Freshworks pricing

The commentary is based on 112 reviews from Freshworks G2 reviews.

Freshdesk's pricing is generally considered reasonable, especially for small businesses. However, some users find advanced features require higher-tier plans, while others mention the cost for individual licenses adds up. A few users felt misled by initial pricing versus the final cost.

Users sentiment

Neutral
+0.02

See the Freshworks pricing page.

  • Freshworks has a free plan.

  • Freshworks has a free trial.

Free
0

Shared inbox, team collaboration via threads, and an integrated knowledge base for seamless and efficient customer service

Growth
15

Everything in Free plus reports, real-time dashboards, automation, and customer portal for comprehensive and efficient service management

Pro
49

Everything in Growth plus customized support portals, custom objects, advanced ticketing, custom reporting, and different routing mechanisms

Enterprise
79

Everything in Pro plus audit logs, approval workflows, skills-based assignments, additional security features, and more

Freshworks alternatives

  • Logo of HubSpot Service Hub
    HubSpot Service Hub
    Customer service platform connecting teams, automating tasks, and improving satisfaction.
    Read more
  • Logo of Pipedrive
    Pipedrive
    Easy-to-use CRM helps sales teams close deals and grow revenue.
    Read more
  • Logo of Zendesk Support Suite
    Zendesk Support Suite
    Streamlined customer service platform connecting conversations across channels.
    Read more
  • Logo of Zoho Desk
    Zoho Desk
    Help desk software streamlining customer conversations and team collaboration.
    Read more
  • Logo of Close
    Close
    The sales CRM that helps you close deals faster.
    Read more
  • Logo of NinjaOne
    NinjaOne
    Unified IT management: simplified, automated, secure.
    Read more

Freshworks FAQ

  • What is Freshworks and what does Freshworks do?

    Freshworks offers a suite of cloud-based business software, including CRM, ITSM, and customer support tools. It helps businesses streamline workflows, automate tasks, and improve customer experiences through AI-powered features like chatbots and analytics. Freshworks is suitable for various company sizes across diverse industries.

  • How does Freshworks integrate with other tools?

    Freshworks integrates with numerous tools through its marketplace, including popular platforms like Slack, Mailchimp, and Salesforce. It offers various APIs and pre-built integrations to connect with CRM, marketing automation, and other business applications, enabling seamless data flow and workflow automation.

  • What the main competitors of Freshworks?

    Freshworks competitors include HubSpot Service Hub, Zoho Desk, Salesforce Service Cloud, LiveHelpNow, and TeamSupport. These alternatives offer similar features like ticketing systems, live chat, and customer relationship management tools.

  • Is Freshworks legit?

    Yes, Freshworks is a legitimate company offering a suite of cloud-based business software. They are known for their user-friendly platform and focus on AI-powered automation for enhanced customer service and operational efficiency. Freshworks is a safe and reliable choice for businesses seeking to improve customer relationships and streamline workflows.

  • How much does Freshworks cost?

    Freshworks offers a free plan, Growth plan for $15/agent/month, Pro plan for $49/agent/month, and Enterprise plan for $79/agent/month. Freddy AI add-ons are priced separately. A 14-day free trial is available for testing if Freshworks is worth it for your business.

  • Is Freshworks customer service good?

    Freshworks customer service receives mixed reviews. While many users praise the helpful and responsive support team, some have experienced inconsistent support quality and slow response times. Others mention difficulty getting support for customized needs.

Reviewed by

MK
Michal Kaczor
CEO at Gralio

Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.

TT
Tymon Terlikiewicz
CTO at Gralio

Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.

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