Freshworks
4.75
0
Freshworks offers AI-powered CRM, customer support, IT management, and messaging tools to streamline business operations.
What is Freshworks?
Freshworks is a software company offering customer service, IT, and CRM solutions powered by generative AI. Their products include Freshsales for sales-focused CRM, Freshdesk for customer support, Freshservice for IT service management, and Freshchat for customer messaging. These tools are designed to streamline operations, enhance productivity, and provide omnichannel support for businesses of all sizes. Freshworks' AI technology, integrated across their suite of products, enables personalized customer interactions, automated tasks, and boosts sales productivity. The company's software suite is known for its user-friendly interface, comprehensive functionalities, and innovative solutions trusted by large businesses worldwide.
Who created Freshworks?
Freshworks was created by Girish "G" Mathrubootham, who is the Founder and Executive Chairman of the company. The company was launched with a goal to help more people find success and currently has over 5,000 employees across 13 global locations. Freshworks provides customer service, IT, and CRM software that is powerful and easy to use, with a focus on enhancing customer relationships and employee satisfaction without the typical bloat and expense of business software.
What is Freshworks used for?
- Efficient customer service
- Improved customer engagement
- Simplifies complex business problems
- Improves customer relationships
- Enhances employee productivity
- Efficient ticketing capabilities
- Intuitive service management tool
- Modern SAAS solutions
- Helps nurture customer relationships
- E-commerce marketing campaigns
- Provides training and support
- Boosts sales and productivity
- Comprehensive customer insights
- Integrated with multiple apps
- Self-service support
- Modernizes IT service operations
- Multi-channel marketing for e-commerce
- Omnichannel customer interactions
Who is Freshworks for?
- Marketing
- Sales
- Customer Service
- IT
- E-Commerce
- Marketing professionals
- Sales professionals
- Customer service professionals
- IT professionals
- E-commerce professionals
How to use Freshworks?
To start using Freshworks, follow these steps for a successful setup and utilization of the tool:
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Sign Up: Create a Freshworks account by visiting their official website and signing up with your email address.
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Choose Your Product: Freshworks offers a suite of products like Freshdesk, Freshchat, Freshsales, etc. Select the product that best fits your business needs.
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Customize Settings: Once you've chosen your product, proceed to customize settings such as company details, business hours, and notification preferences.
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Add Agents/Team Members: Invite your team members to join the platform by entering their email addresses. Assign roles and permissions accordingly.
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Set Up Ticketing System: In Freshdesk, set up your ticketing system by creating ticket categories, priorities, and automations to streamline workflow.
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Configure Chat Support: If using Freshchat, customize chat widgets, canned responses, and chatbot settings to enhance customer support.
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Integrate Channels: Integrate communication channels like email, phone, and social media into Freshworks for efficient omnichannel support.
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Automate Responses: Implement automation rules and workflows to ensure prompt responses to customer queries and streamline repetitive tasks.
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Analytics & Reporting: Explore the analytics dashboard to track key performance metrics and generate reports for insights on customer interactions.
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Continuous Training: Regularly train your team on using Freshworks features effectively to maximize productivity and provide excellent customer service.
By diligently following these steps, you'll be well on your way to leveraging Freshworks effectively for efficient customer support and streamlined business operations.
Pros
- Comprehensive software suite
- Omnichannel service optimization
- Integrated IT service management
- Automated tasks in support
- Unified CRM platform
- Multichannel marketing for e-commerce
- Streamlines IT operations
- Efficient personalized customer support
- Boosts sales productivity
- Automates sales tasks
Cons
- Multiple tools to manage
- Steep learning curve
- No in-built translation service
- Lacks advanced CRM features
- Integration difficulties with external tools
- Unified platform integration challenges
Freshworks FAQs
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What is the Freshworks Customer Service Suite?
- Freshworks Customer Service Suite is a complete solution powered by generative AI offering self-service support, conversational support, and ticketing capabilities enhanced for omnichannel use.
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What AI technology does Freshworks use?
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What features does Freshdesk provide?
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How does Freshservice streamline IT operations?
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What functionalities does Freshsales offer for CRM?
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How does Freshmarketer help in conducting multichannel marketing campaigns?
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Can Freshworks tools be used across several business verticals?
Get started with Freshworks
Freshworks reviews
Mikhael Petrova
January 18, 2025
What do you like most about using Freshworks?
I love how Freshworks integrates different functionalities into one platform. The CRM, customer support, and IT management tools work seamlessly together, making it easy to track customer interactions and manage support tickets all in one place.
What do you dislike most about using Freshworks?
The only downside is that some advanced features can be complex to set up initially, but once you get the hang of it, everything flows smoothly.
What problems does Freshworks help you solve, and how does this benefit you?
Freshworks has significantly reduced our response time to customer inquiries. By automating routine tasks and providing detailed analytics, we can prioritize urgent issues more effectively, which has improved customer satisfaction ratings.
Helpful (0)
Yara Al-Mansoori
February 5, 2025
What do you like most about using Freshworks?
The AI capabilities in Freshworks are impressive! The personalized interactions it creates for customers really enhances our service quality. The Freshchat tool allows for smooth communication with clients, making it feel very personal.
What do you dislike most about using Freshworks?
Sometimes, the mobile app lags a bit compared to the desktop version. It can be frustrating when I'm on the go and need to access features quickly.
What problems does Freshworks help you solve, and how does this benefit you?
Freshworks allows us to manage multiple customer channels in one place, reducing the risk of missing important messages. This has streamlined our operations tremendously, allowing our team to focus more on resolving issues rather than managing them.
Helpful (0)
Nicolai Jensen
February 23, 2025
What do you like most about using Freshworks?
The user interface is intuitive and easy to navigate. Even new team members can get up to speed quickly without extensive training, which is a huge plus for our organization.
What do you dislike most about using Freshworks?
The pricing can be a bit high for smaller teams, especially when you want to access premium features. However, I do believe the value justifies the cost.
What problems does Freshworks help you solve, and how does this benefit you?
Freshworks has helped us centralize our customer data. By having comprehensive insights into customer behavior and history, we are able to tailor our sales strategy effectively, leading to increased conversion rates.
Helpful (0)
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