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Freshworks Inc. is a prominent software-as-a-service (SaaS) company that offers a wide range of customer engagement and business software solutions. Founded in 2010 by Girish Mathrubootham and Shan Krishnasamy, Freshworks has rapidly grown into a global leader in customer experience and sales automation. The company is headquartered in San Mateo, California, with offices and operations in several countries, serving thousands of businesses of all sizes worldwide.
Freshworks is a customer-focused software platform designed to enhance the overall customer experience for businesses. The company provides a suite of cloud-based products that enable organizations to engage, support, and sell to their customers more effectively. At its core, Freshworks aims to streamline customer interactions, automate processes, and empower teams to deliver exceptional customer service.
The story of Freshworks began in Chennai, India when Girish Mathrubootham, an enthusiastic customer support professional, had a negative experience with a popular software company’s support system. The slow and unresponsive service prompted him to start his blog, where he expressed his frustrations under the pseudonym “Huggy.” Surprisingly, the company’s CEO responded to his blog post and claimed that the company’s customer support system was not lacking.
This incident ignited Girish’s entrepreneurial spirit and drove him to prove that there was a better way to handle customer support. He decided to create a cloud-based customer support software that would be more user-friendly and efficient. Girish joined forces with Shan Krishnasamy, a former colleague and technologist, and together, they co-founded Freshworks (initially known as “Freshdesk”) in 2010.
Freshdesk, the company’s flagship product, was launched as a cloud-based helpdesk software, allowing businesses to manage customer support inquiries through various channels like email, phone, chat, and social media. The product’s intuitive interface, easy customization, and automation features gained significant traction, attracting both small businesses and large enterprises.
As Freshdesk gained popularity, the company expanded its product offerings to cater to other aspects of customer engagement and business operations. The suite of products was later rebranded under the name “Freshworks,” reflecting the company’s commitment to providing holistic solutions for customer relationship management.
Freshdesk: Freshdesk remains the cornerstone product of Freshworks, offering a user-friendly helpdesk software that streamlines customer support operations. With features like ticket management, automated workflows, and multi-channel support, Freshdesk allows businesses to deliver efficient and personalized support to their customers.
Freshservice: Freshservice is an IT service management (ITSM) software designed to streamline IT operations and service delivery. It enables IT teams to manage incidents, assets, and change requests efficiently, leading to improved productivity and enhanced user satisfaction.
Freshsales: Freshsales is a sales automation platform that empowers sales teams to manage leads, track deals, and nurture relationships effectively. It offers features like email tracking, lead scoring, and reporting, enabling sales representatives to close deals faster.
Freshchat: Freshchat is a modern messaging software that facilitates real-time customer interactions through chat, bots, and proactive messaging. It enables businesses to provide instant support, boost engagement, and convert leads into customers.
Freshmarketer: Freshmarketer is a conversion rate optimization (CRO) suite that helps businesses optimize their websites and campaigns. With features like heatmaps, A/B testing, and session recordings, Freshmarketer enables data-driven decisions to improve conversion rates.
Freshsuccess: Freshsuccess is a customer success management platform that helps businesses reduce churn and increase customer lifetime value. It provides actionable insights, predictive analytics, and health scoring to proactively manage customer relationships.
The “Freshworks 360” suite brings together these products, allowing businesses to consolidate customer data, streamline operations, and deliver a unified customer experience across various touchpoints.
Freshworks’ dedication to customer-centric innovation has resulted in tremendous growth and recognition. The company quickly expanded its global presence and established offices in major cities worldwide, including London, Sydney, Berlin, and Chennai.
In 2011, Freshdesk won the Microsoft BizSpark Startup Challenge, which brought them global visibility and funding opportunities. The company continued to secure funding from various investors, leading to multiple rounds of financing. By 2019, Freshworks had reached a valuation of over $3.5 billion, solidifying its position as a tech unicorn.
Freshworks’ efforts in revolutionizing customer engagement have been recognized by industry leaders and analysts. The company has received numerous awards, including the Forbes Cloud 100 and Deloitte Technology Fast 500. Its commitment to fostering an inclusive and diverse workplace has also been acknowledged, earning them recognition as a Great Place to Work in several countries.
Freshworks has become a leading player in the customer engagement and business software market, empowering organizations to deliver exceptional customer experiences. With its suite of cloud-based solutions and a commitment to innovation, the company continues to shape the future of customer support and sales automation. Freshworks’ journey from a humble blog post to a global enterprise is a testament to the power of customer-focused entrepreneurship and the relentless pursuit of excellence in the tech industry.
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