Freshworks: Empowering Businesses Globally Through Smart Cloud Solutions

Freshworks: Empowering Businesses Globally Through Smart Cloud Solutions

Have you ever had a bad encounter with customer service that left you thinking, "There must be a better way?"

In 2009, Girish Mathrubootham, an IT worker in Chennai, India, experienced just that. It was a stressful experience for him to try to call customer service to collect his insurance after his brand-new TV was broken during delivery. He was irritated and frustrated by lengthy wait periods, complex procedures, and useless answers.

During this time Girish came across a Hacker News discussion thread in which users were ranting about a well-known provider of a software service raising its costs. He recognized a chance: what if there was a customer service tool that was user-friendly, reasonably priced, and provided excellent service?

So, in 2010, Girish and his friend Shan Krishnasamy founded Freshworks (formerly known as Freshdesk) from a modest apartment. They hoped to create simple software that would assist businesses all around the world in improving their customer service. They didn't have a large office or team—just a daring concept and a lot of energy.

The Start of Something Big

Their initial product, Freshdesk, was designed to make customer assistance easier. Freshdesk consolidated email, phone, and social media management into a single platform. Whether a consumer contracted out via Facebook, Twitter, or email, the organization could see everything in one place and reply more quickly.

Small and medium-sized enterprises quickly took notice. They were fed up with pricey and sophisticated software. Freshdesk was easy, inexpensive, and powerful. Word traveled swiftly, and the small startup from Chennai began to expand.

The Family of Cloud Solutions

As additional firms joined, Freshworks responded to their requirements. They saw that support was not the only area where businesses failed. Sales teams were using outdated systems. Marketing teams required improved tools. IT personnel were overwhelmed with helpdesk queries. HR staff were having difficulty managing hiring and personnel records.

So Freshworks set to work. They began developing a variety of cloud-based products:

Freshsales enabled sales teams to track leads and close transactions. Freshmarketer enabled marketers to interact with customers via smart emails and campaigns. Freshservice enabled IT teams to fix problems rapidly. Freshteam helped HR teams in hiring and managing personnel.

Freshworks remained committed to its mission of making new products easy, smart, and inexpensive.

A new home and a bigger mission

As the corporation expanded, so did its ambitions. Freshworks relocated their offices to San Mateo, California, right in the heart of Silicon Valley. Even with a new address, the spirit of Chennai remained strong.

Freshworks now supports over 60,000 companies in more than 120 countries, ranging from tiny local stores to multinational corporations. Every business, regardless of size, wants the same thing: to provide excellent customer service, function efficiently, and expand. That is precisely what Freshworks enables them to achieve. 

A school network in Australia uses Freshworks services to coordinate tech assistance for dozens of schools, bringing order to a chaotic environment.

An e-commerce store in Mexico uses it to address consumer issues via email and social media, reducing response time from hours to minutes.

A developing African firm uses Freshsales to follow clients and increase sales, allowing them to expand into new areas.

Freshworks is helping organizations of all sizes, from startups to multinational corporations, achieve success.

Freddy AI: A Helpful Companion

Their software became even more potent with the introduction of Freddy AI, an intelligent assistant. Consider employing artificial intelligence (AI) to determine which sales lead is most likely to make a purchase or to assist in addressing a customer's inquiry by suggesting the best solution. Freddy AI improved team productivity and saved time by intelligently automating routine business processes.

The Story Continues

Freshworks is more than simply a business; it's a tale of recognizing an issue and deciding to address it. It’s about thinking that providing quality service should be easy. And about using the cloud's potential to support the expansion and success of any company, regardless of size.

From a broken TV to a multinational software corporation, Freshworks demonstrates that the greatest ideas frequently originate from life's minor annoyances and that a straightforward concept can transform the world when combined with the appropriate amount of empathy, technology, and bravery.