Is this the SaaS industry’s first fully integrated customer engagement platform?

Freshworks, the cloud-based customer engagement software platform, says today’s launch of a unified marketplace platform that allows companies and developers to easily build apps that give access to a 360-degree view of customer information, is the first of its kind.

In addition, the marketplace platform also provides a simple interface for customers to easily browse, try and install trusted applications with one-click. Now companies can fully harness the strength of platform features such as serverless computing and scheduled events to help them quickly build and integrate apps with the Freshworks suite and extend the capabilities of Freshworks products

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“The power of the Freshworks platform allows developers to build integrations that easily extend across different products in the Freshworks suite while the unified marketplace brings a single interface for customers to view apps that work with multiple Freshworks products,” said Girish Mathrubootham, CEO of Freshworks.

The Freshworks marketplace, initially launched as an app store for the Freshdesk product in 2016, has seen swift growth, hitting 100 apps in their first year, 300 in the next year and now at 450 apps just five months later. The marketplace boasts of integrations across categories, including agent productivity, knowledge management, project tracking, reporting and automation.

Today, Freshworks customers have installed more than 150,000 apps since the marketplace was introduced. “Since the products seamlessly communicate with one another, we have seen improved customer engagement and a significant reduction in customer churn thanks to the combined strength of Freshdesk, Freshsales and Freshchat,” said Freshworks 360 customer Krish Subramanian, the CEO of Chargebee.

With automatic integrations into all of Freshworks products, applications in the Freshworks Marketplace allow businesses to engage with customers across all touchpoints. SmileBack, a customer feedback solution, connects to both Freshdesk and Freshsales to ensure that negative customer interactions on Freshdesk are instantly plugged into the corresponding CRM data in Freshsales. That enables the customer success team to take the necessary action to improve customer relationships.

“Integrating with Freshworks allows us to offer proactive customer engagement, helping build lasting customer relationships and reducing churn for businesses worldwide,” said Ryan Grant Little, Managing Director of SmileBack.

Freshworks Inc. provides cloud-based customer engagement software. Freshworks products make it easy for teams to collaborate with each other and help provide their customers with the best experience possible.

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