Freshworks is present in 14 markets with 16 products. Freshworks has 2156 reviews with an overall average rating of 4.3.
Application Development
Application Development refers to products and services that support the design, creation, deployment, and maintenance of software applications across web, mobile, desktop, and cloud environments. This category includes markets that support organizations to build scalable, secure, and user-centric applications while evolving through agile methodologies, automation, modern development practices, and continuous integration and delivery.
Freshworks has 1 product in Application Development market
Artificial Intelligence Applications in IT Service Management (Transitioning to AI Applications in IT Service Management)
Gartner defines artificial intelligence applications in IT service management as tools that augment and extend IT service management (ITSM) workflows using AI. These analyze ITSM data and metadata (primarily found in ITSM platforms) to provide intelligent advice and actions on ITSM practices and workflows, such as IT service desk and support activities. This software can either be a stand-alone product, capabilities within an ITSM platform or an add-on to an ITSM platform.
Freshworks has 1 product in Artificial Intelligence Applications in IT Service Management (Transitioning to AI Applications in IT Service Management) market
B2B Marketing Automation Platforms
Gartner defines B2B marketing automation platforms (B2B MAPs) as software applications that support demand generation processes at scale. B2B MAPs help marketers capture and qualify leads and accounts, orchestrate marketing-driven engagement across the full customer journey, and use analytics to optimize and measure performance. B2B MAPs enable marketers to automate a wide range of activities intended to drive new customer acquisition, retention and growth. To support the pursuit of new commercial opportunities (from current or prospective customers), marketers use B2B MAPs to generate, prioritize, and manage leads and account buying groups across the revenue life cycle. This includes the distribution of marketing-generated and qualified leads to sales teams for further pursuit. Also, B2B MAPs are used to orchestrate and measure multichannel customer engagement campaigns and programs. B2B MAPs enable marketers to design and activate some communication channels natively — most notably, email and web landing pages — and orchestrate customer engagement through other channels via integrations with other tools/platforms.
Freshworks has 2 products in B2B Marketing Automation Platforms market
CRM Customer Engagement Center
Gartner defines the CRM customer engagement center (CEC) as a cohesive set of software built around core case management tools, dedicated to providing customer service and support by engaging with customers, and intelligently orchestrating the processes, data, systems, and resources of an organization. CRM CEC is a key software platform used in delivering end-to-end customer service and support experiences. It enables customers to engage and interact with an organization as well as for the organization to orchestrate its internal and external processes and resources to fulfill the customer’s expected outcome.
Freshworks has 2 products in CRM Customer Engagement Center market
Cloud HCM Suites for Regional and/or Sub-1,000 Employee Enterprises
Gartner defines cloud human capital management (HCM) suites for regional and/or sub-1,000+ employee enterprises as cloud application suites that deliver functionality for attracting, developing, engaging, retaining and managing employees. Cloud HCM suites for regional and/or sub-1,000 employee enterprises are designed to support transactions and/or analytical processing for more than one of the following use cases within a single integrated solution: Manage organization and employee historical data, life cycle processes and transactional employee/manager self-service; Attract and retain talent through sourcing, applicant tracking, onboarding, performance management and learning; Manage organizational structure through creating, planning and limiting employee positions. Maintain a record of workforce data through assigned positions; Manage the operational deployment of salaried and hourly workers to capture time worked and absences; Deliver tools to help employers manage country-specific compliance with legislation and agreements pertaining to data residency and labor laws.
Freshworks has 1 product in Cloud HCM Suites for Regional and/or Sub-1,000 Employee Enterprises market
Customer Relationship Management
Customer Relationship Management (CRM) refers to products and services that enable organizations to manage, analyze, and enhance customer interactions. This category includes markets that support functions such as customer engagement, service delivery, experience personalization, and operational efficiency - aimed at improving customer satisfaction, loyalty, and business outcomes.
Freshworks has 1 product in Customer Relationship Management market
Customer Success Management Platforms
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.
Freshworks has 1 product in Customer Success Management Platforms market
Hardware Asset Management Tools
Hardware asset management (HAM) tools are needed within a technology asset management strategy to oversee hardware visibility, manage life cycles, optimize costs and reduce risk. HAM tools are software applications and technology used by organizations to manage the life cycle of different hardware assets, including IT, line of business and facilities management — regardless of location and industry.
Freshworks has 1 product in Hardware Asset Management Tools market
IT Service Management Platforms
Gartner defines IT service management (ITSM) platforms as software that offers cohesive workflow management and automation for organizations to plan, deliver, support and improve integrated IT services. ITSM platforms provide a system of record for ITSM practices, including request, incident, problem, change, knowledge, service level and configuration management. Typically offered as SaaS, ITSM platforms are also available for on-premises deployments as per organizational needs. ITSM platforms are key tools used to manage IT support issues and aid employee productivity. IT leaders require robust ITSM platforms to drive business value in the services they provide, and are increasingly looking for these products to support digital business transformation outside IT. By capturing, tracking and reporting on service-related activities across the estate, the platform acts as a coherent system of record for ITSM-related actions. ITSM platforms boost infrastructure and operations (I&O) teams’ efficiency through automating processes, streamlining decision making and providing seamless integration with third-party applications. As organizational needs grow, advanced multichannel support features enhance the end-user experience, helping IT services remain agile and aligned with business goals.
Freshworks has 1 product in IT Service Management Platforms market
RevOps Enablement Suites
Revenue operations (RevOps) enablement suites enable an end-to-end operating model based on shared data, observability and workflow across marketing, selling and customer support functions with the primary aim of accelerating predictable revenue growth across the entire customer life cycle. Key capabilities include prospect/customer relationship management, revenue-generating opportunity tracking, and customer experience programs and services. These suites unify marketing, sales and customer service in one platform, aligning the company with centralized processes, shared data and continuous customer engagement, all focused on revenue generation. All client-facing and revenue-generating resources can leverage RevOps enablement suites, which are typically delivered as SaaS. RevOps enablement suites are all-in-one solutions that integrate marketing, sales and customer service, offering startups and early-stage tech providers a ready-made platform for predictable revenue outcomes. Such revenue technology (RevTech) solutions allow companies to have a communal data-first approach across customer-facing and revenue-generating individuals and groups within the company. In addition, they allow companies to streamline their operations, implement cross-team collaboration and establish a continuous customer engagement (CCE) approach through the entire customer life cycle. This allows time-saving automation, the implementation of artificial intelligence (AI) and generative AI (GenAI) to improve revenue and scale internal operations at lower costs. It also prevents the creation of silos in the business and unnecessary handoff points, and increases the opportunity for performance improvement feedback loops.
Freshworks has 1 product in RevOps Enablement Suites market
SaaS Management Platforms
Gartner defines SaaS management platforms (SMPs) as software tools that aim to help organizations discover, manage, optimize and automate the SaaS application life cycle from one centralized console. Core SMP capabilities include discovery, cost optimization, employee self-service via an application store, insights to increase adoption and automation of onboarding/offboarding activities. As SaaS adoption accelerates, IT leaders will struggle to discover and support SaaS-hosted applications in accordance with company, market or geographic policies and regulations. Increased SaaS costs — combined with limited visibility into the entire SaaS portfolio (including unapproved SaaS) and high levels of overdeployed and underconsumed licenses — result in significant financial, operational and cybersecurity risk.
Freshworks has 1 product in SaaS Management Platforms market
Sales Force Automation Platforms (Transitioning to CRM Sales Platforms)
Sales force automation (SFA) platforms are AI-enhanced tools that streamline sales tasks, helping teams manage buyer interactions across various channels. By using AI, these platforms optimize sales activities with advanced analytics and actionable insights, improving contact, pipeline and opportunity management. AI features like machine learning and natural language processing enable platforms to predict customer needs, personalize strategies and guide sellers through complex processes. AI-driven tools aid in forecasting and decision making, allowing teams to anticipate market trends and customer behaviors. SFA platforms enhance the user experience for sellers, ensuring scalability and facilitating seamless buyer-seller interactions and shared customer experiences, and providing leaders with visibility. SFA is a foundational sales platform implemented to automate and augment an organization’s core sales processes while utilizing AI and advanced analytics. It enhances the seller’s ability to engage with customers on all interaction touchpoints and devices. It not only optimizes sales-relevant tasks but also provides actionable next best actions for improved sales contact, pipeline and opportunity management.
Freshworks has 1 product in Sales Force Automation Platforms (Transitioning to CRM Sales Platforms) market
Talent Acquisition (Recruiting) Suites
Talent acquisition (recruiting) suites are used by recruiting teams to manage the job application selection process. Capabilities include an applicant tracking system, which handles the job requisition, job posting, application, and candidate selection workflows, and a combination of candidate relationship management (also known as sourcing or pipelining) and/or employee onboarding modules. Today’s talent acquisition suites offer a variety of functions with an emphasis on automation and AI-enabled capabilities to provide a streamlined, engaging experience for all stakeholders involved in the hiring process, such as recruiters, hiring managers and candidates. Organizations that do their own hiring require a means to engage, select and onboard would-be employees.
Freshworks has 1 product in Talent Acquisition (Recruiting) Suites market
Visitor Identification Software
Visitor identification software is a tool used by businesses to recognize and track visitors to their websites. It collects data on visitors, such as IP addresses, device information, and browsing behavior, to help companies understand who is visiting their site and how they are interacting with it. Key features include behavioral tracking, allowing businesses to gain immediate insights, and integration with CRM systems. Typical users include marketing professionals, sales teams, website managers and designers. This information can be used for marketing purposes, to improve website experiences, or to increase sales by targeting potential customers more effectively.
Freshworks has 1 product in Visitor Identification Software market