Customer Engagement Platform Freshdesk Rebrands To Freshworks

Cloud-based customer engagement software Freshdesk today announced the creation of Freshworks, a new umbrella brand that will bring together the company’s growing suite of business software.

The new brand identity Freshworks comes almost six years after Freshdesk was launched in 2010 by Girish Mathrubootham and Shan Krishnasamy as a helpdesk software for customer support. The company now boasts of more than 100,000 clients in 145 countries.

Why Freshdesk Rebranded To Freshworks?

Commenting on the rebranding, Girish Mathrubootham, CEO and founder stated,

In 2010, we started Freshdesk as a “fresh helpdesk” with a dream to make a dent in the world of customer support. While Freshdesk continued to grow exponentially, as a company, we moved beyond customer service by offering innovative products in the IT Service Management (ITSM) and CRM (customer relationship management) domains. As we expand our vision and build more exciting products, we felt that this was the right time to create a new brand that would allow us to tell our multi-product story better.

He added that the rebranding to Freshworks would not just the change the way businesses do customer support, but to refresh the way they do business.

Freshworks will encompass a suite of products for businesses including:

• Freshdesk: A multi-channel customer support helpdesk which allows organisations to collaborate and support their customers through email, phone, websites, forums, and social media.
• Freshservice: A cloud-based service desk and IT Service Management solution to address the growing complexity of teams’ IT support needs through a simple but powerful interface.
• Freshsales: A full-featured CRM solution for sales teams handling high-velocity leads.
• Freshcaller: A fully functional call centre on the cloud.

Through this suite, Freshworks will offer products that are ready-to-go, easy to setup and use, and affordable for companies of all sizes. As per data quoted by Freshdesk, about 82% of customers stopped doing business with a company due to poor customer experience in 2016. So, providing a seamless experience means looking at the full customer lifecycle, from sales to support something which cannot happen in silos once teams become more integrated. This is the problem that Freshworks aims to solve.

The startup has had a busy couple of months. In February this year, the company had rolled out Freshdesk Marketplace, a new marketplace that allows customers to discover and install apps to help maximise their helpdesk capabilities. A month prior to that, it had acquired data integration platform Pipemonk, marking its seventh acquisition in the last 16 months – in tune with its strategy to create an ecosystem of interlinked Freshdesk and third-party products for businesses. In November, last year, the Chennai-based SaaS startup also raised a $55 Mn Series F funding round led by Sequoia Capital India along with Accel Partners to fuel the company’s aggressive expansion strategy across the entire product line. Its main rivals include American firms Zendesk and Salesforce.

With Freshworks, Freshdesk looks set to aggressively target the business software suite market for CRM and IT Service Management with its affordable offering.

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