Freshworks
Freshworks is a software company that provides cloud-based customer engagement and IT service management products for businesses of all sizes. Its portfolio includes tools for customer support, CRM, marketing automation, and IT service management, sold on a subscription basis. The company serves global customers across industries through a SaaS model delivered primarily via its Freshdesk, Freshsales, Freshservice, and related product lines.
- Customer Support & Help Desk
- Sales CRM
- IT Consulting & Implementation
- Revenue
- $702.0M
- Employees
- 6,000
- Founded
- 2010
- Headquarters
- San Mateo, United States of America
What 105 Arbolus experts think of Freshworks
NPS responses range from 3 to 10 and are generally weighted toward scores of 7–10, although several respondents gave scores of 3–6. Among records with renewal intent supplied, responses include Yes, No, and NotSure; many records have no renewal response, so the observed subset should not be treated as a complete renewal forecast. Most implementation-stage records indicate MoreThan1Year, with additional recent deployments, pilots, offboarding, and uncertain stages. Experts praise usability, value, deployment speed, and centralized support, while citing gaps in advanced reporting, AI, customization, integration, and scaling. The positive overall signal is tempered by a meaningful set of lower scores and explicit non-renewal or uncertainty.Overall Customer Sentiment: Positive
Who reviewed Freshworks
- C-Suite 58% (61)
- Director 28% (29)
- Manager 14% (15)
Employer names and spend open in the full report, along with the other 102 customers.
Everything 105 customers told us about Freshworks.
Employer names, spend, renewal intent and every written answer behind the numbers on this page.
Sentiment
24 Net Promoter Score, from 105 scored reviews- Promoters 46
- Passives 39
- Detractors 20
Cumulative NPS by month
+0 over 6 months- May 8
- Jun 8
- Jul 8
- Aug 8
- Sep 8
- Oct 8
Net Promoter Score across 14 reviews, accumulated up to each month. Category median 24 across 14 companies.
Praised
- Simplified Customer Support Workflows
- Fast Launch for Lean Support Teams
- One Platform Across Service Functions
- Build More Flexible Reporting and Insights
Criticised
- Price or Core-Service Failure
- Scale-Related Cost and Flexibility Risk
- Competitive Replacement on Reliability and Cost
- Operational Reliability and Support Concerns
What customers say
Renewal intent
Plan to renew 56%Plan to renew, by seniority
- 57% 42 answers
- 55% 22 answers
- 50% 6 answers
- 100% 1 answer
- 8.7/10 Average score from customers who will renew
- 7.1/10 Average score from undecided customers
- 6.3/10 Average score from customers not renewing
Top alternatives
Most weighed by Freshworks customers
Report
More in Workplace & Productivity and Customer Support
Other companies in both categories with a customer report.
For people who use Freshworks
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