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In many years of navigating the tech landscape, I've encountered and evaluated countless software solutions. Freshworks is among the enterprise tools I've extensively explored, and in this Freshworks review, I'll share insights from that experience.

My aim is simple: provide clear, concise information so you can determine if this aligns with your needs.

Freshworks review focused on its software tab
This is the manage customer engagement assets feature on the Freshworks platform.

Freshworks Product Overview

Freshworks offers a suite of customer engagement solutions. Businesses aiming for improved customer interactions primarily use it. The tool streamlines communication enhances productivity, and aids in the delivery of top-tier customer service. Freshworks addresses the challenge of fragmented customer data and disparate communication channels, centralizing these functions to provide consistency. Notable features include multi-channel customer communication, AI-powered chatbots, and robust analytics tools.


  • Multichannel Support: Freshworks allows users to interact with customers across various platforms, ensuring consistent and responsive communication.
  • Intelligent Chatbots: The software boasts AI-driven chatbots that handle inquiries efficiently, granting sales teams more time for complex issues.
  • Rich Analytics: Freshworks is a provider of deep insights into customer interactions, aiding businesses in making informed decisions.


  • Learning Curve: Some users may find Freshworks to have a steeper learning curve than other platforms, requiring a bit more time to master.
  • Integration Limitations: While Freshworks does support multiple integrations, certain niche tools might be left out.
  • Customization Constraints: Customizing the software to very specific business needs can sometimes be a challenge.

Expert Opinion

In my assessment, Freshworks stands as a competent player in the IT software realm. Its intuitive interface and robust set of features make it a contender, though it does have a few areas that need refining. When selecting a customer engagement solution, the tool's multi-channel communication and AI chatbots are two features I frequently highlight. However, while it excels in areas like analytics and support, it slightly lags behind in integrations and customization compared to some competitors. In environments where dynamic customer engagement is crucial, Freshworks shines, but businesses requiring vast customization might need to weigh their options carefully.

Freshworks: The Bottom Line

Freshworks distinguishes itself with a focus on enhancing customer engagement and making it more personable. Its AI-driven chatbots are not just reactive; they're proactive, creating a more dynamic interaction experience. The centralized dashboard, capturing all customer interactions across platforms, offers businesses a unique advantage by eliminating the hassle of juggling multiple tools. Additionally, its analytics, which delve deep into customer behavior and interaction patterns, truly set it apart in the crowded IT software market.

Freshworks Deep Dive

Product Specifications

  1. Reservation Management - Yes
  2. Guest Profile Management - No
  3. Billing and Invoicing - No
  4. Housekeeping Management - No
  5. Multi-Channel Communication - Yes
  6. AI-Powered Chatbots - Yes
  7. Customer Analytics - Yes
  8. Reporting Tools - Yes
  9. Customer Feedback Collection - Yes
  10. Loyalty Program Management - No
  11. Mobile Access - Yes
  12. Email Integration - Yes
  13. Third-party App Integrations - Yes
  14. Customer Segmentation - Yes
  15. Workflow Automation - Yes
  16. Real-time Chat - Yes
  17. Self-service Portal - Yes
  18. Ticket Management - Yes
  19. Knowledge Base - Yes
  20. Service Level Agreement Management - Yes
  21. Marketing Automation Integration - Yes
  22. Task Management - Yes
  23. Event Tracking - Yes
  24. CRM Integration - Yes
  25. API Access - Yes

Feature Overview

  1. Multi-Channel Communication: Freshworks ensures consistent customer communication across various platforms like SMS messaging, email, chat such as WhatsApp, and social media.
  2. AI-Powered Chatbots: Freshworks uses artificial intelligence to offer proactive chatbots that engage customers, solving queries before they become issues.
  3. Customer Analytics: Deep insights are provided, allowing businesses to understand customer behavior and preferences.
  4. Workflow Automation: This tool helps in automating recurring tasks, enhancing efficiency.
  5. Real-time Chat: Customers can instantly connect with support, ensuring quick problem resolution.
  6. Self-service Portal: Users can access resources and solutions without always needing assistance.
  7. Ticket Management: Efficiently organizes customer issues, ensuring timely response.
  8. Knowledge Base: A rich repository that offers solutions, aiding in self-help.
  9. Event Tracking: Monitors customer activity, helping businesses understand touchpoints.
  10. Customer Relationship Management Integration: Streamlines customer data, enabling better relationship management.

Standout Functionality

  1. AI-driven Proactive Engagement: Unlike many platforms that use reactive AI, Freshworks’ chatbots are proactive, anticipating customer needs.
  2. Unified Customer View: This offers a comprehensive view of the customer journey, something not always present in other IT software.
  3. Customizable Workflows: Freshworks provides more tailored workflow solutions, making processes more aligned with specific business needs.


Freshworks comes with numerous out-of-the-box integrations, including platforms like Slack, Trello, and Zapier. These integrations allow businesses to streamline their processes and collaborate more effectively. An API is offered, enabling custom integration possibilities and flexibility in terms of connecting other tools. Numerous add-ons are available, further expanding the platform’s capabilities.


Pricing upon request.

Ease of Use

Navigating Freshworks, I find the interface intuitive. However, its depth of features can initially appear overwhelming. The onboarding process offers guides, though mastering some advanced functionalities takes time. The organization within the tool is logical, but new users might need a brief adjustment period.

Customer Support

Freshworks impresses with its responsive support team. Channels such as live chat and email are promptly answered. They provide an extensive knowledge base, tutorials, and webinars. However, during peak times, some users might experience slight delays in response.

Freshworks Use Case

Who would be a good fit for Freshworks?

From my observations, businesses that prioritize dynamic customer engagement find Freshworks invaluable. Its suite is especially effective for medium to large-sized companies with a focus on online interactions. Industries where customer touchpoints are diverse, like e-commerce or online IT services, can benefit significantly.

Who would be a bad fit for Freshworks?

Small business owners or startups with limited customer interactions might find Freshworks overwhelming. Companies that don’t prioritize online customer engagement or industries that rely heavily on offline interactions might not leverage the tool's full potential.

Freshworks FAQs

What is Freshworks primarily used for?

Freshworks is primarily used for customer engagement and support, providing a suite of tools that includes the best CRM, chatbots, and customer support ticketing.

Does Freshworks offer AI capabilities?

Yes, Freshworks incorporates AI-powered chatbots which can proactively engage with customers and assist in resolving queries.

Is there an onboarding process for Freshworks?

Yes, Freshworks offers a comprehensive onboarding process, complete with tutorials, guides, and customer support to assist new users, leaving a more user-friendly impression.

Can Freshworks integrate with other tools and platforms?

Absolutely. Freshworks provides native integrations with numerous platforms like Slack and Trello and also offers an API for custom integrations.

Is there a mobile app for Freshworks?

Yes, Freshworks offers mobile access, both Android and iOS, ensuring users can engage with the platform on the go.

How does Freshworks handle customer data and privacy?

Freshworks prioritizes data security and complies with major international data protection regulations, ensuring customer data remains safe and private.

What kind of businesses benefit most from Freshworks?

Medium to large-sized businesses with a focus on online interactions, such as e-commerce or online services, typically benefit most from Freshworks' suite of tools.

Is there a trial period or free plan available for Freshworks?

Yes, Freshworks offers a trial period for new users to experience the platform and its features before committing to a paid plan.

Alternatives to Freshworks

  • Zendesk: Zendesk excels in ticketing and customer support, and is often chosen by businesses looking for a focused and robust support solution.
  • HubSpot CRM: HubSpot CRM is frequently favored by marketers and sales professionals for its deep integration with inbound marketing campaign tools and automation features.
  • Salesforce: Salesforce stands out for larger enterprises needing extensive customization, integration capabilities, sales pipeline features, and a wide array of advanced CRM features.

Freshworks Company Overview & History

Freshworks Inc. is a global tech company specializing in customer engagement software solutions. It serves a vast clientele, including global entities like Honda, Cisco, and Bridgestone. A privately held company, its ownership lies primarily with its founders and venture capital firms.

The corporate headquarters is situated in San Mateo, California. Girish Mathrubootham, its founder and CEO, is a notable figure in the tech world. The company's mission statement revolves around providing refreshing business software that offers a 360-degree view of the customer.

Founded in 2010, Freshworks started as Freshdesk, a cloud-based helpdesk solution. Over the years, it has expanded its product portfolio and achieved significant growth milestones, including acquiring multiple startups and reaching a billion-dollar valuation.


In this full review, we've delved into the capabilities and features of Freshworks as a CRM system. Based on its functionalities and user feedback, it stands out as a strong contender in the CRM landscape. However, like any tool, its true value can only be ascertained by the nuances of individual business needs.

Therefore, I'd encourage potential users to weigh the insights from this Freshworks review alongside their unique requirements. And for those who've had hands-on experience with Freshworks, please feel free to comment and share your experiences; your insights are invaluable to this community.

By Paulo Gardini Miguel

Paulo is the Director of Technology at the rapidly growing media tech company BWZ. Prior to that, he worked as a Software Engineering Manager and then Head Of Technology at Navegg, Latin America’s largest data marketplace, and as Full Stack Engineer at MapLink, which provides geolocation APIs as a service. Paulo draws insight from years of experience serving as an infrastructure architect, team leader, and product developer in rapidly scaling web environments. He’s driven to share his expertise with other technology leaders to help them build great teams, improve performance, optimize resources, and create foundations for scalability.