From Personal Experience to Global Success: The Freshworks Journey
Company profile
Company business details
Motivation to build the product
The founders were motivated by a personal experience with inadequate customer support, which sparked the idea to create a platform that empowers businesses to manage customer relationships effectively across various channels.Problem that their product solves
Freshworks solves the problem of fragmented customer service tools by offering an integrated platform that combines functionalities such as helpdesk, CRM, and marketing automation into a single solution. The end users are small to medium-sized businesses that need efficient customer engagement and support tools to improve their service delivery and user experience.Their unfair advantage
Freshworks' unfair advantage lies in its focus on inbound customer acquisition and providing affordable, easy-to-implement solutions that cater specifically to the needs of small to medium-sized businesses.Strategies
Pre-Launch (Product Development & MVP)
Global Market Focus
Freshworks made a strategic decision to target global customers from day one, rather than focusing on the Indian market. This approach was based on the belief that selling to a larger market would increase their chances of success. Their first customer was from Australia, and they quickly gained customers from four different continents, which helped establish a strong global presence early on.
Inbound Marketing and Product-Led Growth
Freshworks adopted an inbound marketing strategy and product-led growth model before these terms became popular. Their first customer discovered the product online, tried it for two and a half hours, and then purchased it. This approach allowed them to generate 40% of their revenue from SMB customers through inbound channels, demonstrating the effectiveness of their marketing strategy.
Investment in Online Marketing Channels
After winning the Microsoft BizSpark India startup challenge, Freshworks received $40,000 in cash, which they decided to invest in exploring various online marketing channels. They spent this money on Google AdWords and LinkedIn ads, as well as smaller channels that provided leads at lower costs. This investment resulted in acquiring 70 customers in just two months, which was crucial for securing further funding.
Incorporating Customer Feedback into Product Development
Girish's approach to product management involved actively seeking customer feedback to inform product development. He engaged with customers directly, understanding their needs and pain points, which helped shape the features and functionalities of Freshworks' products. This customer-centric approach ensured that the products were not only innovative but also aligned with market demands. By prioritizing customer feedback, Freshworks was able to create solutions that resonated with users and drove adoption.
Customer-Centric Product Development
During the pre-launch stage, Girish focused on customer-centric product development by drawing from his own experiences with poor customer service. The idea for Freshdesk originated from his frustration with a shipping company's customer support. This personal experience led him to create a helpdesk solution that addressed common pain points faced by customers. By prioritizing user feedback and ensuring that the product met real-world needs, Freshworks was able to build a strong foundation for its initial product offering.
Learn more about Freshworks
Building a Global SaaS Empire | Freshworks Founder & CEO Girish Mathrubootham on His Biggest Bets
Girish Mathrubootham, Freshworks | Rohin Dharmakumar | First Principles by The Ken
Freshworks' Girish Mathrubootham on Building a Multi-Product Future
