Freshworks Inc.

Name: Freshworks Inc.
Brand: Freshworks Inc.

One service, one AI: Connect IT and customer service for the ultimate employee and customer experience.

Freshworks offers cloud-based, AI-powered software solutions for customer service, IT service management (ITSM), and CRM.

BenchTrust Score:58/100

Independent B2B performance index (0–100 points). It is calculated mathematically and without subjective influence from four verified pillars: company stability, aggregated feedback from publicly available online sources, documented compliance certifications, and operational transparency. Comparable with other software providers.

BenchTrust Index weighting: Company stability 25 points · Customer reviews 30 points · Compliance & security 25 points · Transparency 20 points. Without reviews a neutral average is used; a few reviews move it only slightly

Review data basis: G2 (8731)

BenchTrust takes the average rating and review count from the review platforms listed. BenchTrust does not itself verify whether individual reviews come from actual customers; according to the platforms, they apply their own verification procedures.

Overview

Freshworks Inc. is a leading global provider of cloud-based, AI-powered business software. Founded in 2010 and headquartered in San Mateo, California, the company now employs around 5,300 people. Freshworks is dedicated to providing modern, intuitive solutions for customer service, IT service management (ITSM), enterprise service management (ESM), as well as sales and marketing. The Freshworks product portfolio aims to significantly improve both customer and employee experiences. Its best-known customer experience solutions include Freshdesk for customer support, Freshchat for modern messaging channels, and Freshsales and Freshmarketer for sales and marketing automation. In the employee experience space, Freshworks offers Freshservice, a powerful, unified platform for IT and service operations that seamlessly connects workflows. Through the consistent use of artificial intelligence (AI), Freshworks enables businesses of all sizes to achieve rapid implementation, ease of use, and a fast return on investment, without the complexity of traditional enterprise software.

Core features

AI-powered IT and customer service software platform for optimized employee and customer experiencesCore

Unified service operations platform to merge IT and customer service workflows

Compliance & security

No verified certifications (such as ISO 27001 or SOC 2) are currently listed for this provider. Information about compliance with standards such as GoBD or GDPR may still be available.

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Contact the provider

www.freshworks.com

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💬 Customer feedback summary

85% mention this

Ease of use / intuitive interface

70% mention this

Customer service / support quality

65% mention this

Functional scope / product suite

50% mention this

AI-powered features / automation

Summary of customer feedback

Customer feedback for Freshworks is predominantly positive: the intuitive user interface, the broad product suite, and the AI-powered automation features are praised particularly often. On the weaker side, specific aspects of the pricing model and occasionally the functional depth for more complex use cases are criticized; Freshworks therefore appears especially suitable for small to medium-sized enterprises as well as teams looking for fast-to-implement, user-friendly customer service and CRM solutions.

AI-generated summary

📰 News & community feedback

🚀 Product updates & press releases

Freshworks Inc. is driving the continuous development of its cloud-based customer service and ITSM solutions through the increased use of artificial intelligence. With the global expansion of "Freddy AI" capabilities, the company is optimizing workflows for support and IT teams worldwide. Strategic partnerships and the expansion of regional cloud infrastructures also strengthen its market presence in the enterprise segment. These measures aim to increase business process efficiency while maintaining the highest compliance standards.

•Product Innovations: Launch of advanced "Freddy AI" features for automated ticket resolution and generative text creation for customer service and IT support teams.
•Strategic Partnerships: Deepening collaborations with global technology partners for seamless integration of third-party applications into the Freshworks platform.
•Regional Expansion: Expanding market presence in Europe through targeted marketing initiatives and adapting solutions to local requirements.
•Compliance and Security: Strengthening customer trust by adhering to strict data protection standards and providing highly secure cloud infrastructures.

Source: Publicly available product updates or press releases from Freshworks Inc..

🎬Videos & screenshots

See Freshworks Inc. in action

✓ Official

Freshworks Customer Spotlight: Mainline Information Systems

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