Freshworks: AI-Powered Customer and Employee Experience Platform

Freshworks is a leading AI-powered software company delivering enterprise-grade solutions for customer service, IT service management, and CRM. Built around its intelligent Freddy AI ecosystem, Freshworks empowers businesses to enhance agent productivity and customer satisfaction through AI-driven automation, insights, and intelligent workflows. Its suite of tools—including Freshdesk, Freshservice, Freshsales, and Freshchat—integrates seamlessly across customer and employee experiences, enabling organizations to deliver faster, smarter, and more personalized support at scale. The platform is designed for businesses of all sizes, from startups to enterprises, with a focus on operational efficiency, self-service capabilities, and real-time analytics.

Key Features:

• Freddy AI: An agentic AI system that reasons, acts, and resolves issues across workflows, including AI Agent, Copilot, and Insights.
• Customer Service (Freshdesk): AI-powered ticketing, routing, analytics, self-service portals, and multilingual support.
• IT Service Management (Freshservice): AI-enhanced IT service workflows, incident management, and service desk automation.
• CRM (Freshsales): AI-driven sales forecasting, lead scoring, and customer insights.
• Marketing (Freshmarketer): AI-powered campaign automation and customer engagement tools.
• Freshworks Platform: A unified platform for building and integrating custom AI solutions.
• Self-Service Tools: Knowledge base, community forums, and customizable customer portals.
• Analytics & Insights: Pre-defined and custom dashboards, agent performance tracking, and SLA monitoring.
• Collaboration Features: Shared inboxes, internal threads, and external collaborator access.
• Security & Compliance: Role-based access control, single sign-on, audit logs, and IP whitelisting.
• Global Support: Multilingual interface and offices across the US, India, Europe, Australia, and the Middle East & Africa.

Pricing: Freshworks offers a freemium model with a free tier for up to two agents and a 14-day free trial for the Enterprise plan. Paid plans include Pro and Enterprise tiers, with Freddy AI Copilot available at $29/agent/month (billed annually) and additional Freddy AI Agent sessions priced at $49 per 100 sessions. Connector app tasks are available with a one-time free credit of 500 tasks, with additional packs at $80 per 5k tasks.

Conclusion: Freshworks stands out as a comprehensive, AI-driven platform that transforms customer and employee experiences through intelligent automation and seamless integration across service and sales functions, making it an essential tool for modern businesses focused on scalability and excellence.