Freshworks Reviews, Ratings & Features 2026 | Gartner Peer Insights

Customer success management (CSM) platforms are AI-enabled SaaS solutions used by B2B organizations selling subscription-based solutions to guide life cycle interactions and provide visibility into account health. CSM platforms help customer success and account-facing teams to achieve customer retention, growth and value realization objectives. They provide the ability to define and execute playbooks and automate customer outreach based on triggers or specific journey stages. Using data ingested from internal and external sources, these platforms can provide customer health alerts and suggest or automate next best actions. These platforms also provide capabilities for managing and resourcing the customer success function.
Businesses that offer high-value products and/or services, often sold through subscription models, are using CSM programs to retain and grow revenue from existing accounts. Customer success management is the business discipline of guiding customers to realize value through product adoption or service utilization across the owning life cycle. It uses a data-driven approach to monitor customer health and engagement and uncover insights that drive proactive and prescriptive action leading the customer to derive value, renew, expand and advocate. CSM platforms are necessary to scale the function, providing oversight and insight into team performance and the hundreds or thousands of accounts at various life cycle stages.
CSM platforms provide capabilities to create a holistic view of the customer, guide customers through their onboarding and owning journey, and surface customer health indicators in a way that provides actionable insights to all stakeholders. They also provide capabilities for managing the function, including customer segmentation, account assignments and planning, individual activity and performance, pipeline management and revenue forecasting.

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Customer Success Management Platforms

Freshdesk Customer Success

Freshworks

Manager, Customer Service and Support

La dashboard è moderna, pulita e relativamente facile da utilizzare. Apprendi facilmente dove sono i tasti per lavorare anche se fai parte di un team poco tecnico.

The dashboard is modern, clean, and relatively easy to use. It's easy to learn where the buttons are, even if you're part of a non-technical team.

50M - 250M USD

<50M USD

250M - 500M USD

500M - 1B USD

1B - 3B USD

30B + USD

Gov't/PS/ED <5,000 Employees

Gov't/PS/ED 5,000 - 50,000 Employees

MANAGER, IT SECURITY AND RISK MANAGEMENT

We brought in Freshdesk to centralize tickets and give the team a better visualization. The good part is that the setup was really fast and easy and our agents adapted really well. Ticketing and the shared inbox worked fine. The bad part is that we hit a paywall regarding minimum automatizations and CSV exporting of tickets., even though we were riding on a paid plan. That, plus limited reporting, makes it feel like you're paying twice for essentials. 

Manager, Customer Service And Support

Our overall experience with Freshdesk Customer Success has been very positive. The platform is intuitive, easy to adopt, and helps our teams centralize customer interactions and improve operational efficiency. The onboarding process was smooth, and the support team has been responsive and helpful whenever issues or questions arose.

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FunnelStory

Freshworks Inc. (NASDAQ: FRSH) creates AI-boosted business software anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyone work more efficiently and deliver more value for immediate business impact. Headquartered in San Mateo, California, Freshworks operates globally.

Freshworks designs ridiculously easy-to-use software for businesses of all sizes, making it effortless for them to delight their employees and their customers. Affordable, quick to implement and designed for the end user, more than 50,000 companies worldwide use Freshworks software-as-a-service to enable a better customer experience (CX, CRM) and employee experience (ITSM, HRSM).

Headquartered in San Mateo, California, Freshworks has a dedicated team operating from 13 global locations to serve customers, including Bridgestone, Chargebee, DeliveryHero, ITV, Klarna, Multichoice, OfficeMax, TaylorMade and Vice Media.

Reviews

Ratings Overview

Overall experience with

Favorable Review

Smooth onboarding and support offset by some integration and latency issues

Critical Review

Intuitive and fast to deploy, basic features locked behind premium

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