Freshdesk was only the first stop; Mapping the entire customer journey across multiple product and business silos was the greater vision. Freshworks knew the importance of cross-departmental data exchanges and how valuable knowing a customer's backstory can be. Imagine walking into a store, fuming, ready to turn into Karen if you had to, with the sole purpose of burning the store down. Before you turn into a fireball, ready to devour everything that comes your way, the store manager approaches you, takes your bag away, replaces it with exactly what you were looking for. The emerald green slip dress. (Ahh, if only) We'd like to think we're rational beings, but we often call up customer support with this exact outlook, expecting them to know exactly what we want, where we want it, and why. Freshworks wants to make that happen. In 2018, Freshworks 360, a multi-product suite was unveiled. Ever since, Freshworks has only grown bigger and better. In 2020, it launched Freshworks CRM and crossed
$300M in ARR (Accounting Rate of Return) with over 40% YoY ARR growth. (Huh, talk about being overachievers.)