Freshworks

reshworks provides efficient and scalable IT services, enhancing customer service and optimizing sales and marketing with AI-powered tools. Trusted by over 68,000 businesses globally, Freshworks focuses on making work more satisfying and productive, supporting businesses in achieving their desired outcomes.

Founded in	2010
Location	🇺🇸 United States
Founders	Girish Mathrubootham

Features

Plans

Free

◈Shared inbox, team collaboration via threads, and an integrated knowledge base for seamless and efficient customer service.

◈Ticketing

◈Shared inbox

◈Threads and tasks

◈Out-of-the-box analytics and reporting

◈Knowledge base

◈Ticket dispatch

◈Role-based access control

◈Single sign-on

Growth

$15 /agent/month, billed annually

◈Everything in Free plus reports, real-time dashboards, automation, and customer portal for comprehensive and efficient service management.

◈Ticketing

◈Shared inbox

◈Threads and tasks

◈Customer portal

◈Out-of-the-box analytics and reporting

◈Standard reports and real- time Dashboards

◈Knowledge base

◈Ticket dispatch

◈Automations

◈Role-based access control

◈Single sign-on

◈Day Passes - $2/pass

◈Freshcaller - Starting from $15/agent/month

◈Connector App Tasks - $80 per 5,000 tasks

Pro

$49 /agent/month, billed annually

◈Everything in Growth plus customized support portals, custom objects, advanced ticketing, custom reporting, and different routing mechanisms.

◈Ticketing

◈Shared inbox

◈Threads and tasks

◈Customer portal

◈Multilingual conversations

◈Collaborators - 5,000 collaborators included

◈Freddy Al Agent - First 500 sessions included. $100 per 1,000 sessions.

◈Freddy Al Copilot - $29/agent/month billed annually

◈Freddy Al Insights (Beta) - Requires Freddy Al Copilot

◈Out-of-the-box analytics and reporting

◈Standard reports and real-time dashboards

◈Custom real-time dashboards

◈Agent availability dashboard

◈Knowledge base

◈Multilingual translations

◈Agent availability dashboard

◈Community forums

◈Article versioning

◈Ticket Templates

◈Advanced custom fields

◈Ticket dispatch

◈Automations

◈Multiple SLA policies

◈Round robin, and load balanced assignment

◈Role-based access control

◈Single sign-on

◈Business hours - Global, multiple, group specific

◈Day Passes - $7/pass

◈Freshcaller - Starting from $39/agent/month

◈Connector App Tasks - $80 per 5,000 tasks

Enterprise

$79 /agent/month, billed annually

◈Everything in Pro plus audit logs, approval workflows, skills-based assignments, additional security features, and more.

◈Threads and tasks

◈Customer portal

◈Multilingual conversations

◈Collaborators - 5,000 collaborators included

◈Freddy Al Agent - First 500 sessions included. $100 per 1,000 sessions.

◈Freddy Al Copilot - $29/agent/month billed annually

◈Freddy Al Insights (Beta) - Requires Freddy Al Copilot

◈Out-of-the-box analytics and reporting

◈Standard reports and real-time dashboards

◈Custom real-time dashboards

◈Agent availability dashboard

◈Custom object analysis

◈Knowledge base

◈Multilingual translations

◈Agent availability dashboard

◈Community forums

◈Article versioning

◈Ticket Templates

◈Advanced custom fields

◈Approval workflow

◈Flexible knowledge base

◈hierarchy

◈Ticket dispatch

◈Automations

◈Multiple SLA policies

◈Round robin, and load balanced assignment

◈Role-based access control

◈Single sign-on

◈Business hours - Global, multiple, group specific

◈Agent shifts and out of office scheduler

◈JWT authentication

◈Audit logs

◈Allowed domains and IP whitelisting

◈Sandbox

◈Day Passes - $12/pass

◈Freshcaller - Starting from $69/agent/month

◈Connector App Tasks - $80 per 5,000 tasks

Refund Policy

The search results did not provide specific information about Freshworks' refund policy. For accurate details on their refund policy, it is recommended to visit the official Freshworks website or contact their customer support directly.

Ratings

g2(4.7/5)

View

producthunt(4.4/5)

View

Ai Opinion

✦

AI Rating(4.2/5)

Based on reviews from various sources, www.freshworks.com earns a 4.2/5 stars rating.

What users like: Excellent documentation and configuration, user-friendly interface, feature-rich software, efficient ticketing system, automation features, intuitive and user-friendly interface, powerful automation tools, API integrations, customizable Shopify integration, CPQ module for generating and sending quotes and contracts, customizable performance reports, improved customer satisfaction and support, enhanced communication and collaboration.

What users don't like: Unfair business practices, issues with email function, poor customer service, forced upgrades, overly complex CRM, limited customization, higher-tier products can be expensive, limited reporting customization, design could be more sophisticated, no way to access deliverability information of tickets, automatic emailing of new contacts to create a Freshdesk account.

Conclusion: Freshworks offers a comprehensive CRM solution with many robust features, but it has some drawbacks related to business practices, customer service, and customization options.

Sources:

Expert Opinion

✎

Expert Rating(4.7/5)

I recently explored Freshworks, a versatile platform offering customer service, IT, and CRM solutions, now enhanced with generative AI capabilities. Here's my comprehensive review,

Freshworks impresses with its intuitive and user-friendly interface, making it accessible for businesses of all sizes. The platform includes several core products, such as Freshdesk for customer support, Freshservice for IT service management, Freshchat for communication, and Freshsales for sales automation. Each tool is designed to streamline operations and improve efficiency by leveraging AI to reduce manual tasks and enhance productivity.

One of the standout features of Freshworks is its integration of AI-driven tools. The inclusion of Freddy AI offers conversational and autonomous support, which significantly enhances customer interactions by providing 24/7 service. This AI capability helps businesses reduce response times and improve customer satisfaction. Additionally, the platform's ability to integrate AI models like GPT further enriches its functionality, allowing for more personalized and efficient service delivery. Freshworks also excels in its scalability and flexibility. It caters to a wide range of industries and business sizes, offering customizable solutions that can grow with your business needs. The platform's seamless integration across different departments ensures that teams can collaborate effectively without the hassle of switching between multiple systems.

However, while Freshworks is robust, some users may find the initial setup and customization options overwhelming due to the breadth of features available. It might require a learning curve to fully leverage all its capabilities, especially for those new to AI-enhanced platforms.

In conclusion, Freshworks is a powerful and comprehensive solution for businesses looking to modernize their customer service and IT operations with AI. Its ease of use, coupled with advanced AI features, makes it a valuable asset for enhancing productivity and customer satisfaction. While the platform might present a learning curve initially, its long-term benefits make it a worthwhile investment for any business aiming to optimize its operations.