Freshworks Sees Rapid Growth in Omnichannel Support Amidst Pandemic
Freshworks Inc., a leading customer engagement software company, has announced significant achievements for the first half of 2020, demonstrating resilience and growth despite the challenges posed by the pandemic. The company’s Freshdesk Omnichannel product, which integrates customer support with chat and telephony solutions, has experienced a notable increase, doubling its Annual Recurring Revenue (ARR) during this period. This growth has propelled Freshworks beyond the $200M ARR milestone announced earlier this year.
Throughout the pandemic, Freshworks has actively supported small and mid-market businesses by providing free access to its technology and expertise. This initiative aimed to assist businesses in navigating the crisis by offering tools for remote work, emergency hotlines, and managing increased customer interactions. Additionally, Freshworks has made key strategic moves, including executive hires, partnerships with Tata Consultancy Services and Slack Technologies, and being recognized as a Visionary in the 2020 Gartner Magic Quadrant for CRM Customer Engagement Centers.
Girish Mathrubootham, CEO and founder of Freshworks, commented, “Despite the unpredictable events of the past few months, Freshworks has continued to advance in crucial areas. Our growth in chat, telephony, and customer support products underscores their importance in maintaining customer communications during these challenging times. Our top priority has been ensuring the safety of our employees while assisting businesses globally with their evolving customer needs.”
Key product investments during H1 2020 include enhancements to Freshworks’ chat, telephony, and support software. Freshworks offered free access to Freshchat and Freshcaller to small businesses and provided a free version of Freshchat to mid-market enterprises. The company also introduced Freshsuccess, a customer success software that integrates with marketing, sales, support, and success teams to offer a comprehensive view of the customer journey.
Freshworks has expanded its executive team with new hires, including Tyler Sloat as Chief Financial Officer, Pradeep Rathinam as Chief Customer Officer, and Prakash Ramamurthy as Chief Product Officer. Strategic acquisitions include AnsweriQ, which enhances Freshworks’ AI capabilities, and Flint, which improves Freshservice’s IT service management and operations.
The company has also extended its engagement capabilities through a strategic integration with Slack and a partnership with Tata Consultancy Services. Freshworks’ contributions during the pandemic include supporting telemedicine initiatives and building a healthbot used across India for self-diagnosis.
For more information about Freshworks and its suite of customer engagement solutions, visit www.freshworks.com.