We studied 187,000,000 tickets from 10,000+ organizations. The finding that surprised us most? 👀 Business teams using ESM are matching IT on key service metrics. HR, finance, and facilities are hitting 79.5% first contact resolution 📈 Our Senior Director of Product Marketing, Ravi Tharisayi, breaks down the data and where to focus your AI investments. Link in Comments 👇 🔗
Freshworks
Software Development
San Mateo, California 1,127,003 followers
Providing people-first AI service software to deliver exceptional customer and employee experiences.
About us
Freshworks Inc. (NASDAQ: FRSH) builds uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 74,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency.
- Website
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https://www.freshworks.com/?tactic_id=6909181&utm_source=social&utm_medium=linkedin&utm_campaign=aboutpage&utm_term=organic
External link for Freshworks
- Industry
- Software Development
- Company size
- 1,001-5,000 employees
- Headquarters
- San Mateo, California
- Type
- Public Company
- Founded
- 2010
- Specialties
- Customer Support Software, Helpdesk, Web 2.0, SaaS, Support Ticket System, Web Based Support Ticket System, CRM, ITSM, Applicant Tracking System, and Conversion Optimization Suite
Locations
Employees at Freshworks
Updates
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We're not done yet 🏆 When we partnered with the McLaren Racing Formula 1 Team, we knew we were joining a team that doesn't settle. Earlier this month, they proved it with their 10th Constructors’ Championship. This win belongs to every driver, crew member, partner, and fan who showed up for the journey. It's what happens when teams trust each other, keep things simple, and execute under pressure. Now we're looking ahead to the United States Grand Prix in Austin. Let's keep the momentum going, McLaren Racing 🧡 #FreshworksUncomplicates
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95% AI initiatives fail ⚠️ However, iPostal1 managed to be in the top 5% ✅ When Justin Levitz and his team started their AI transformation at iPostal1, their first move was to create a new role: "Knowledge Manager," to centralize all the knowledge resources across the company 🗂️ Why? Because data was top of mind even before Justin began this project. Then they connected all living knowledge bases to Freddy AI, so updates reached bots instantly. And the groundwork paid off ⚡ Today, they handle 360,000+ support conversations a year, with over 50% resolved without any human agents. How long should AI transformation really take? And how do you sustain it? Read our latest piece from #TheWorks ⤵️
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Bold ideas, real talk, and straight-to-payoff strategies ⬇️ Join us at Refresh Virtual Summit, where industry leaders share real-world strategies to drive ROI and show how AI can cut complexity while boosting customer and employee experience. Register now: https://lnkd.in/gMFAa4nW
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Ever feel like your backlog has a backlog? Chris Robinson, CIO at The Manchester Metropolitan University, manages 100 items in the queue and 17 live projects at any given time. His approach isn't about doing everything. It's about balance. Transform. Improve. Modernize legacy. All at once. Strategy isn't picking favorites. It's knowing what needs to run in parallel.
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The smartest decision makers know where AI belongs. Besides them. Not above them. Read the full blog by Geetha Rajan from #TheWorks. Link in comments 👇 🔗
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How it started. And how it's going... A rented room in Chennai with a big belief: "Software could make support easier." Fifteen years later ⏳ One desk became thousands of team members. One product became a suite serving 74,000+ companies worldwide. Even after 15 years, we still have that first-desk energy. The belief that software shouldn't be complicated for the people making it happen. #FreshworksUncomplicates
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It's Day 1 at GITEX 2025, Dubai!🤩 Come meet the Freshworks team from October 14-17 to learn how enterprise-grade, AI-assisted service software can create outstanding customer and employee experiences. Stop by booth C10 or schedule a meeting with us: https://lnkd.in/gmZJhS2v
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