Pros
Solid product. I felt it was second best to ServiceNow, but it much more user friendly and cost effective. From my experience, it was the dominant product for MM and small Enterprise customers. Best UX in the industry. Limitations when scaled. However as a seller, it was nice because net new logos wanted to evaluate Freshworks when considering new vendors. Overall great product.
Cons
Operational disaster. The company started in India and had much of their operations there. As a North American seller, it felt difficult to get timely responses or sufficient support for billing, legal support, order management, & more. It also took 8+ hours to get a response since we were in different time zones (so a simple request may take multiple business days to complete i.e. drafting a contract, fixing a billing error, getting an answer on a product question). I was there for 2.5 years and it never seemed to improve. There was a lack of accountability with the support staff. Our sellers complained every quarter and no one was held accountable. Also, I did not have trust in the leadership. They dumped a lot of resources into our CX product for all of 2023. Most customers wanted our IT product, yet leadership aligned more sales engineers & overlay reps to CX. When ended up happening was we didn't have the IT product support we needed, and many of the CX product support had minimal work to do. I also felt the executive team wanted to hold on to their Indian ties too much. We stagnated in North America because they procrastinated on shifting leadership to North America. Our North America team felt like second class citizens. Lastly, they laid off 13% of their workforce out of no where in November 2024. We got an email from the CEO at 2pm, were locked out of our apps by 3pm, and locked out of our email by 7pm. (I'm not sure the full details of this, but many 3rd party analysts also pointed out that $400M shares were bought back by the org at the same time they laid off 13% of their workforce; close to 700 employee globally).
