Freshworks Unified Marketplace Platform Arrives to Provide Seamless Omnichannel Customer Engagement

By Sudipto Ghosh On Sep 19, 2018

Freshworks Launches Unified Marketplace Platform – the SaaS Industry’s First Fully-Integrated Customer Engagement Platform

Today, Freshworks has announced the launch of a unified marketplace platform that allows companies and developers to easily build apps that give access to a 360-degree view of customer information. In addition, the marketplace platform also provides a simple interface for customers to easily browse, try and install trusted applications with one-click. Currently, Freshworks is a leading provider of cloud-based customer engagement software.

Freshworks products make it easy for teams to collaborate with each other and help provide their customers with the best experience possible.

New Platform Allow Businesses to Engage with Customers Across All Touchpoints

Now companies can fully harness the strength of platform features such as serverless computing and scheduled events to help them quickly build and integrate apps with the Freshworks suite and extend the capabilities of Freshworks products.

At the time of this announcement, Freshworks CEO Girish Mathrubootham, said, “The power of the new platform is its ability to seamlessly connect across all products to give a 360-degree view of the customer conversation. For example, if a customer is facing a problem, the issue becomes a ticket on Freshdesk and the ticket will be automatically prioritized by leveraging customer information from Freshsales. Users can see what the customer has browsed with information Freshmarketer and then instantly call the customer directly via Freshcaller. And they can do all of this without leaving the Freshdesk screen even once.”

The Freshworks marketplace, initially launched as an app store for the Freshdesk product in 2016, has seen swift growth, hitting 100 apps in their first year, 300 in the next year and now at 450 apps just five months later. The marketplace boasts of integrations across categories, including agent productivity, knowledge management, project tracking, reporting, and automation.

Today, Freshworks customers have installed more than 150,000 apps since the marketplace was introduced.

“Since the products seamlessly communicate with one another, we have seen improved customer engagement and a significant reduction in customer churn thanks to the combined strength of Freshdesk, Freshsales, and Freshchat,” said Freshworks 360 customer Krish Subramanian, the CEO of Chargebee.

With automatic integrations into all of Freshworks products, applications in the Freshworks Marketplace allow businesses to engage with customers across all touchpoints. SmileBack, a customer feedback solution, connects to both Freshdesk and Freshsales to ensure that negative customer interactions on Freshdesk are instantly plugged into the corresponding CRM data in Freshsales. That enables the customer success team to take the necessary action to improve customer relationships.

“Integrating with Freshworks allows us to offer proactive customer engagement, helping build lasting customer relationships and reducing churn for businesses worldwide,” said Ryan Grant Little, Managing Director of SmileBack.

Freshworks’ suite of products include:

Freshdesk (customer support helpdesk)
Freshservice (ITSM tool)
Freshsales (Sales CRM software)
Freshcaller (call center software)
Freshchat (customer messaging software)
Freshteam (applicant tracking software)
Freshmarketer (conversion optimization suite)

Freshworks is backed by Accel, Tiger Global Management, CapitalG, and Sequoia Capital India. Freshworks headquarters are located in San Bruno, Calif., with global offices in India, UK, Australia, and Germany.