What Is Freshworks?
Freshworks is a software company that provides cloud-based customer engagement software to businesses of all sizes. The company offers a suite of products that includes customer relationship management (CRM), helpdesk and support, live chat, call center software, marketing automation, and more.
Freshworks’ software is designed to help businesses better engage with their customers across multiple channels and improve customer satisfaction.
The company was founded in 2010 and is headquartered in San Mateo, California, with additional offices around the world. As of 2021, Freshworks serves over 50,000 customers in more than 120 countries.
Is Freshworks Right For Me?
Determining if Freshworks is right for you depends on your specific needs and goals as a business. Freshworks offers a range of cloud-based software solutions designed to help businesses of all sizes improve their customer engagement and support efforts.
If you are a small to medium-sized business looking for an affordable, easy-to-use customer engagement software platform, Freshworks may be a good fit. Freshworks offers a variety of products, including a CRM, helpdesk and support, live chat, call center software, marketing automation, and more, which can help you streamline your customer engagement efforts and improve customer satisfaction.
However, if you are a larger enterprise with more complex needs, you may require a more customizable or feature-rich solution. In this case, you may want to consider other options that can better meet your specific requirements.
Ultimately, the best way to determine if Freshworks is right for you is to evaluate your specific needs and compare them to the features and capabilities of the Freshworks platform. You can also take advantage of Freshworks’ free trial or consult with their customer service team to help you make an informed decision.
How To Use Freshworks
Using Freshworks depends on which product you are using and what your specific needs are. Here are some general steps to help you get started with Freshworks:
- Choose a Freshworks product that meets your needs: Freshworks offers a variety of products, including CRM, helpdesk and support, live chat, call center software, marketing automation, and more. Determine which product best meets your specific needs.
- Sign up for Freshworks: Once you have chosen a Freshworks product, you can sign up for a free trial or create an account by providing your business information.
- Customize the product: Once you have created an account, customize the Freshworks product to meet your business needs. For example, in the Freshdesk product, you can set up your support channels, customize your ticket fields, and set up automation rules.
- Import your data: If you are switching from another software platform, you can import your data into Freshworks. Freshworks provides tools to help you import data from other software platforms.
- Train your team: Once you have customized the Freshworks product and imported your data, train your team on how to use the software. Freshworks provides training materials and resources to help you get started.
- Start using Freshworks: Once you have customized the software and trained your team, start using Freshworks to engage with your customers and improve your customer support efforts.
- Monitor your performance: Regularly monitor your performance using the analytics and reporting tools provided by Freshworks to measure your success and identify areas for improvement.
Overall, using Freshworks is a simple and straightforward process. The key is to choose the right product for your business needs, customize it to meet your specific requirements, and train your team to use the software effectively.
Freshworks Products & Key Features
Freshworks offers a suite of cloud-based customer engagement software products that are designed to help businesses of all sizes improve their customer support and engagement efforts. Here are some of the key features of each product:
- Freshdesk: Freshdesk is a helpdesk and support software that allows businesses to streamline their customer support efforts. Key features include:
- Ticket management: Allows you to manage all customer support requests in a single place
- Automations and workflows: Helps automate repetitive tasks and streamline support processes
- Collaboration tools: Allows teams to work together on tickets and share knowledge
- Reporting and analytics: Provides insights into customer support performance
- Freshsales: Freshsales is a CRM software that helps businesses manage their sales pipeline and customer relationships. Key features include:
- Contact and lead management: Allows businesses to manage their contacts and leads in a single place
- Sales tracking and reporting: Provides insights into sales performance and tracks deals through the sales pipeline
- Email and phone integration: Allows you to send emails and make calls from within the platform
- Sales forecasting: Provides insights into future sales revenue
- Freshchat: Freshchat is a live chat software that allows businesses to engage with their customers in real-time. Key features include:
- Multiple channels: Allows businesses to engage with customers via website, mobile app, or messaging platforms
- Chatbots: Provides automated responses to common customer inquiries
- Collaboration tools: Allows teams to work together on chat conversations and share knowledge
- Reporting and analytics: Provides insights into chat performance and customer engagement
- Freshservice: Freshservice is an IT service desk software that helps businesses manage their IT support requests. Key features include:
- Ticket management: Allows you to manage all IT support requests in a single place
- IT asset management: Helps manage IT assets such as hardware and software
- Automations and workflows: Helps automate repetitive tasks and streamline support processes
- Reporting and analytics: Provides insights into IT support performance
- Freshcaller: Freshcaller is a cloud-based call center software that helps businesses manage their customer support calls. Key features include:
- Multiple channels: Allows businesses to manage customer support calls via phone, web, and mobile app
- Call routing: Automatically routes calls to the right agent based on skill and availability
- Call monitoring and recording: Allows supervisors to monitor and record calls for quality assurance purposes
- Reporting and analytics: Provides insights into call center performance
- Freshmarketer: Freshmarketer is a marketing automation software that helps businesses engage with their customers across multiple channels. Key features include:
- Email campaigns: Allows businesses to create and send targeted email campaigns
- Website optimization: Helps optimize website performance and conversion rates
- A/B testing: Allows businesses to test different marketing strategies to determine which performs best
- Reporting and analytics: Provides insights into marketing campaign performance
Overall, Freshworks products offer a range of features and capabilities designed to help businesses improve their customer engagement and support efforts.
Freshworks Pricing & Plans
Freshworks offers a variety of pricing plans for their suite of products, including Freshdesk, Freshsales, Freshchat, Freshservice, Freshcaller, and Freshmarketer. Here is a summary of the pricing plans for each product:
- Freshdesk:
- Sprout: Free plan for up to 3 agents
- Blossom: $15 per agent per month (billed annually)
- Garden: $35 per agent per month (billed annually)
- Estate: $49 per agent per month (billed annually)
- Forest: $109 per agent per month (billed annually)
- Freshsales:
- Sprout: Free plan for unlimited users and contacts
- Blossom: $12 per user per month (billed annually)
- Garden: $25 per user per month (billed annually)
- Estate: $49 per user per month (billed annually)
- Freshchat:
- Sprout: Free plan for unlimited contacts and chat history
- Blossom: $15 per agent per month (billed annually)
- Garden: $29 per agent per month (billed annually)
- Estate: $45 per agent per month (billed annually)
- Freshservice:
- Blossom: $19 per agent per month (billed annually)
- Garden: $45 per agent per month (billed annually)
- Estate: $69 per agent per month (billed annually)
- Freshcaller:
- Sprout: Free plan for up to 10 agents
- Blossom: $15 per agent per month (billed annually)
- Garden: $35 per agent per month (billed annually)
- Estate: $59 per agent per month (billed annually)
- Freshmarketer:
- Sprout: Free plan for up to 500 contacts
- Blossom: $19 per month (billed annually)
- Garden: $49 per month (billed annually)
- Estate: $129 per month (billed annually)
Note that pricing and features may vary depending on the product and the specific plan. Additionally, all Freshworks products offer a free trial to help users try out the platform before committing to a paid plan.
Freshworks Security
Freshworks takes the security of its customers’ data seriously and implements a range of measures to ensure the protection of user data. Here are some of the key security features and measures implemented by Freshworks:
- Data Encryption: Freshworks uses encryption technology to secure customer data both in transit and at rest. This includes SSL/TLS encryption for web traffic and AES-256 encryption for data at rest.
- Access Control: Freshworks employs a range of access control measures to prevent unauthorized access to customer data. These include multi-factor authentication, IP restrictions, and role-based access control.
- Vulnerability Management: Freshworks regularly conducts vulnerability assessments and penetration testing to identify and address potential security vulnerabilities in its systems.
- Compliance: Freshworks is compliant with a range of industry standards and regulations, including GDPR, HIPAA, and SOC 2 Type II.
- Disaster Recovery: Freshworks has a disaster recovery plan in place to ensure business continuity in the event of a disruption. This includes regular data backups, redundant systems, and failover mechanisms.
- Third-Party Security: Freshworks carefully vets and monitors its third-party vendors to ensure they meet security and compliance standards.
Overall, Freshworks has implemented a robust security program to protect customer data and ensure the confidentiality, integrity, and availability of its systems.
Freshworks Customer Support
Freshworks prides itself on providing excellent customer support to its users. Here are some of the key features of Freshworks’ customer support:
- 24/7 Support: Freshworks offers round-the-clock support to its customers via email, phone, and live chat.
- Help Center: Freshworks’ Help Center provides users with a comprehensive knowledge base that includes articles, videos, and tutorials to help users find solutions to common issues.
- Community Forum: Freshworks’ Community Forum is a place where users can ask questions, share tips and best practices, and get help from other users and Freshworks experts.
- Onboarding Support: Freshworks provides onboarding support to help users get started with its products. This includes personalized training sessions and access to dedicated onboarding specialists.
- Dedicated Support Channels: Freshworks offers dedicated support channels for customers on higher-tier plans, including a dedicated account manager and priority support.
- Feedback and Feature Requests: Freshworks encourages users to provide feedback and feature requests to help shape the future development of its products.
Overall, Freshworks’ customer support is highly regarded by its users, with many praising the responsiveness and expertise of its support team.
How To Buy Freshworks
You can purchase Freshworks products directly from the Freshworks website. Here are the steps to follow to buy Freshworks:
- Visit the Freshworks website (www.freshworks.com) and navigate to the product you want to purchase.
- Click on the “Pricing” button to view the available pricing plans.
- Choose the plan that best suits your needs and click on the “Buy Now” button.
- Enter your contact information, including your name, email address, and phone number.
- Choose your payment method and enter your billing information.
- Review your order and confirm your purchase.
- Once your purchase is complete, you will receive an email confirmation and instructions on how to get started with your new Freshworks product.
Alternatively, you can also contact Freshworks’ sales team directly to discuss your needs and get assistance with purchasing the right product and plan for your business.
Conclusion
In conclusion, Freshworks is a cloud-based software company that offers a range of customer engagement tools designed to help businesses enhance their customer experience. Their products include Freshdesk, Freshsales, Freshchat, Freshservice, and more.
Freshworks is known for its user-friendly interface, extensive features, and excellent customer support. They also offer a range of pricing plans to suit different business needs and budgets.
With robust security measures in place to protect customer data and a strong focus on innovation, Freshworks is a great option for businesses looking to improve their customer engagement and streamline their operations.
FAQs
What is Freshworks and what products do they offer?
Freshworks is a cloud-based software company that offers a range of customer engagement tools designed to help businesses enhance their customer experience. Their products include Freshdesk, Freshsales, Freshchat, Freshservice, and more.
How much does Freshworks cost?
Freshworks offers a range of pricing plans to suit different business needs and budgets, starting from $15/user/month for Freshdesk and Freshsales, and $19/user/month for Freshservice.
What are the key features of Freshworks products?
Some of the key features of Freshworks products include ticket management, live chat, CRM, telephony, knowledge base management, IT service management, and more.
Is Freshworks secure?
Yes, Freshworks takes the security of its customers’ data seriously and implements a range of measures to ensure the protection of user data. This includes data encryption, access control, vulnerability management, compliance, disaster recovery, and third-party security.
How does Freshworks provide customer support?
Freshworks offers round-the-clock support to its customers via email, phone, and live chat. They also provide a help center, community forum, onboarding support, dedicated support channels, and feedback and feature requests.
How can I purchase Freshworks products?
You can purchase Freshworks products directly from the Freshworks website or contact their sales team for assistance.