The Success Secret of Freshworks: How They Became the Leader in Customer Support

The Success Secret of Freshworks: How They Became the Leader in Customer Support

You’re probably familiar with Freshworks — it’s a cloud-based customer service software that helps you manage and grow your customer base. I use it here at BrightWave. Freshworks was founded in 2010 by Roshan Patel and Girish Mathrubootham, and they’ve been on a mission to revolutionize customer service ever since. In this blog post, I’ll share 4 of the most important lessons I’ve learned from their story.

Lessons in Leadership

Roshan and Girish started Freshworks with a couple thousand dollars, but when they hit $5,000 in sales in a month, they moved to a co-working space in Bangalore, India. In 2011, Roshan quit his engineering job at IBM to focus on Freshworks full-time. A year later, he started taking himself out of debt. He now has a net worth of more than $100M. Girish started with the same $5K he got as a Freshworks co-working space starter, and within the first year, he’d already landed a position with IBM. He eventually left IBM to join Freshworks, and he’s now their CTO. These two brothers — neither of whom had technical background — are the primary drivers of the company.

Build a company culture

You might be surprised to hear this, but Freshworks is often mistaken for a tech company. And this is a big mistake! Because at their core, their mission is built around an incredible culture. From their corporate mission to their product roadmap to how they treat employees, Freshworks is focused on customer service. And the growth of their company and employee base have followed this guiding philosophy. 4 Ways to Build a Culture of Customer Service Freshworks started with Roshan and Girish and just 3 engineers. As the business grew, they also expanded their team. And this added a whole new level of complexity to how they managed and operated the business. But by adjusting to their new team and culture, they were able to scale faster.

Lessons in Product Development

1. When you’re first developing your product, don’t put all your eggs in one basket. When you’re first developing your product, it’s very tempting to focus on one component at a time. You want to make sure your feature will work as smoothly as possible on every single platform you support. That approach is fine, until you realize it’s just not possible. You see, software is constantly changing, and your product needs to keep up. When you put all your eggs in one basket, you’re stuck with it. I can’t tell you how many times I’ve seen companies that focus on one piece of their product. When you have a robust feature set, it’s extremely difficult to choose the right one for the right situation. You also risk falling behind the rest of the market if you only focus on one thing.

Understand the customer’s pain points

The original idea behind Freshworks came from Girish, who was frustrated that many brands were using outdated sales methods to engage customers. As a Salesforce consultant, he knew that the missing piece was the ability to create engaging and personalized conversations with the right prospects — the ones who were willing to buy and convert. To add context, most customer service organizations still follow the old methods of cold calling, sending e-mails, and telemarketing to generate leads. Though these methods are still very common, they are ou.......................

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