Freshworks

What is Freshworks

Freshworks is a top-rated customer service software that offers a range of products and solutions, including customer support, IT service management, conversational engagement, marketing automation, and more. The platform is powered by AI and offers a variety of integrations and AI capabilities to enhance customer support and business operations. With a focus on customer relationships and employee satisfaction, Freshworks aims to provide easy-to-use and effective software solutions for businesses of all sizes.

Key Features of Freshworks

- Multi-Product Suite: Freshdesk, Freshservice, Freshsales, Freshchat, and Freshmarketer—each tailored for customer service, IT management, sales, conversational engagement, and marketing automation.

- Customer Service Excellence: Freshdesk offers a unified, intelligent platform for effortless customer and agent support.

- Advanced IT Management: Freshservice enables modern, intuitive IT service management.

- CRM Capabilities: Freshsales drives revenue and productivity with AI-powered CRM functionalities.

- Conversational Engagement: Freshchat facilitates meaningful conversations via AI-powered bots across all messaging channels.

- Marketing Automation: Freshmarketer supports multichannel marketing campaigns designed for e-commerce.

- Generative AI Integration: The Customer Service Suite is supercharged with generative AI for enhanced performance.

- Omnichannel Support: Provides AI-powered, scalable support that is easy to implement and use across multiple channels.

- Innovative Solutions: Regular updates, such as the acquisition of Device42, add new capabilities for reducing risks and solving incidents faster.

- Freddy AI and Copilot: Generative AI features like Freddy AI help boost productivity across support and service teams.

- Comprehensive Platform Overview: Offers integrations, AI capabilities, the latest innovations, a rich app marketplace, and support for developers.

- Global Reach: Supports multiple languages to cater to a diverse global audience.

- Customer Support and Training: Extensive resources including customer stories, community training, and support services.

- Scalable Solutions: Ideal for businesses of all sizes, with over 60,000 global customers already utilizing Freshworks’ solutions.

- Data-Driven Insights: Provides original research and industry analysis to help leaders stay informed.

- Privacy and Security: Offers robust privacy preferences and cookie management options to ensure user data safety.

Pricing

Free Plan:

• Cost: $0
• Agents: Up to 10
• Features: Integrated ticketing across email and social, Ticket Dispatch, Knowledge Base, Ticket Trend Report, Out-of-the-box analytics and reporting, Choose data center location, Team collaboration, 24x7 email support.

Growth Plan:

• Cost: $15/agent/month, billed annually
• Features: Everything in Free plus Automation, Collision Detection, 1000+ marketplace apps, In-depth helpdesk report, SLA management & business hours, Custom Email Server, Custom Ticket Views, Custom ticket fields & status, Custom SSL, Time tracking for agents, 24x5 phone support.

Pro Plan:

• Cost: $49/agent/month, billed annually
• Features: Everything in Growth plus Multiple products, Up to 5000 collaborators, Round-robin routing, Custom Roles, Custom objects, Custom Reports and Dashboards, Customer Segmentation, Canned forms, Manage knowledge base versions, Community forums, Extendable API limits, CSAT surveys & reports, Multiple SLA policies, SLA reminders & escalation, Multilingual knowledge base, Custom apps, Average Handling Time (AHT), Custom Metrics, Report Sharing.

Enterprise Plan:

• Cost: $79/agent/month, billed annually
• Features: Everything in Pro plus Unlimited products, Sandbox, Manage agent shifts, Audit log, Skill-based routing, Knowledge base approval workflow, Flexible knowledge base hierarchy, IP range restriction.