Freshworks Doubles Omnichannel Customer Support ARR in H1 2020
Company growth continues as businesses look for better ways to engage customers
Freshworks, the customer engagement software company, announced its H1 2020 highlights, showcasing continued momentum during the pandemic. Freshworks’ Freshdesk Omnichannel product, which combines the power of customer support software with chat and telephony solutions, showed particular strength by doubling its ARR during the first half of 2020 — propelling the company further past the $200M ARR milestone announced earlier this year. During the period, Freshworks also provided access to free technology and expertise to small and midmarket/enterprise businesses to help combat the global pandemic, was listed as a CRM Watchlist winner, appointed key executive hires and entered into strategic partnerships with Tata Consultancy Services Limited and Slack Technologies, Inc. In addition, Freshworks was the only company named a Visionary in the 2020 Gartner Magic Quadrant for CRM Customer Engagement Center.*
Read More: Turbonomic Named An Enterprise Management Associates Vendor To Watch
“No one could have predicted the events that have unfolded during the past few months, yet Freshworks has continued to make progress in important areas,” said Girish Mathrubootham, CEO and founder of Freshworks. “Our business has been resilient, showing growth across our chat, telephony and customer support products that strengthen customer communications — a lifeline during these unprecedented economic times. Yet, our most important work has been ensuring the safety of our biggest asset – our employees – while helping businesses around the world solve their customers’ rapidly changing needs.”
Read More: Collibra Strengthens Executive Leadership Team To Support Continued Company Growth
Product Investment to Deliver Critical Business Value & Support
Freshworks’ chat, telephony and support software, led by Freshdesk Omnichannel, were highly sought after during the first half of this year as companies looked to manage spikes in both demand and support requests while working from remote locations. To help companies navigate this challenging time, Freshworks also made key announcements including: free use of its customer engagement tools, Freshchat and Freshcaller, to small businesses, assisting these companies as they transition to an all-remote workforce, setting up emergency hotlines for on-call service and adapting their operations through the crisis. Additionally, Freshworks provided a free version of the Freshchat platform to mid-market enterprises as they moved customer service online and dealt with surging ticket volume with remote or limited staff.
