GBG Case Study
Google helps cloud-based software provider reach over 30,000 businesses
About Freshdesk
• freshdesk.com • Headquartered in San Francisco, U.S. • Freshdesk is SaaS-based customer-support software that allows businesses to deliver exceptional customer service • 300 employees • Launched in 2011
More than 30,000 businesses around the world use Freshdesk SaaS based customer-support software. Freshdesk was launched at a time when customers were getting increasingly vocal about their problems and businesses were being driven to proactively communicate with them. The founders, CEO Girish Mathrubootham and CTO Shan Krishnasamy, recognized that customer support was changing fundamentally. Besides wanting to get in touch with businesses directly, customers wanted to talk to each other and share ideas, and often went on social media to share their experiences with the world. So Freshdesk built a complete customer-support software solution to make it easy for businesses to reach their customers no matter where they are. Besides robust email ticketing, Freshdesk is integrated with Twitter and Facebook, and comes with community forums to help businesses engage with their most vocal customers. Three years and 30,000 customers later, Freshdesk now has 300 employees and a global presence with offices in San Francisco, Chennai, and the UK. Freshdesk expects to save a small customer-service team of around one to five people hundreds of hours every month. Full-time customer-support agents spend their entire working day on Freshdesk.
“Our global team collaborates using Google’s suite of apps day in and day out, and it’s definitely made us more productive.” — Shankar Ganesh, PR Manager, Freshdesk The company runs entirely on the cloud, using Google Apps that include Google Drive, Docs, Sheets, Hangouts, Google+ Communities and Calendar. Shankar Ganesh, PR Manager at Freshdesk, says: “Our global team collaborates using Google’s suite of apps day in and day out, and it’s definitely made us more productive. We’ve been using Google Apps since we started out and we’ve never had any issues.” Google+ enables the global team to share ideas and keep each other informed of events. In January 2014, Freshdesk launched Freshservice, an IT helpdesk software designed to help internal IT teams support their employees, and it already has 1,000 business customers. The next step for Freshdesk is to expand in the UK and to grow the business to include more enterprises and upmarket clients.
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