Freshworks, founded by Girish Mathrubootham in 2010, began with a simple idea: to create an affordable, cloud-based customer support platform. Before launching Freshdesk (now Freshworks), Girish had a strong background in the tech industry, having worked at HCL Technologies and Zoho. His experience with customer support systems and his keen understanding of cloud computing led him to see an opportunity in the market. The moment of inspiration came after reading a user comment on Hacker News about Zendesk’s price hike, which highlighted the dissatisfaction of many customers. Girish’s realization that there was a gap in the market for a more affordable, customer-friendly helpdesk software led to the creation of Freshdesk, which would later evolve into the global SaaS powerhouse that Freshworks is today.

To bring his vision to life, Girish reached out to his long-time friend and colleague, Shan Krishnasamy, who became a co-founder of the company. Together, they navigated the challenges of building a SaaS business from scratch. In the early days, the team worked tirelessly, operating out of a small office, and managing their day-to-day activities without external funding. They used their savings to get started, bootstrapping Freshworks until it gained traction. They focused on customer engagement, reaching out to their early adopters to understand their pain points, which led them to continually refine their product. With a small but dedicated team, they grew the company into a leader in the SaaS market.

Expanding Beyond Helpdesk Software

Freshdesk was initially built as a helpdesk solution, but the vision for Freshworks quickly expanded beyond that. The company ventured into other customer engagement software, including CRM tools, marketing automation, and chatbots, to address a broader range of business needs. This diversification allowed Freshworks to serve businesses of all sizes with a comprehensive suite of customer engagement solutions. Over time, Freshworks attracted a global customer base, serving more than 60,000 customers worldwide. This expansion into multiple verticals helped the company strengthen its position as a SaaS powerhouse, offering scalable solutions that could meet the demands of modern businesses across industries.

Strategic Partnerships

Freshworks has achieved remarkable global growth, and much of this success can be attributed to its strategic partnerships and international reach. With offices in multiple countries, Freshworks made a conscious decision to incorporate its business in the U.S., taking advantage of the world’s largest SaaS market. By focusing on product-market fit and continuously iterating based on customer feedback, Freshworks grew exponentially, competing against industry giants in the customer support and CRM spaces. The company's ability to build relationships with customers and understand their unique needs enabled Freshworks to carve out a niche in the crowded SaaS marketplace.

Under the leadership of Girish Mathrubootham, Freshworks has grown from a small startup to a global SaaS powerhouse. The company’s focus on building high-quality, customer-centric products while maintaining a lean, efficient operation has allowed it to scale rapidly. Looking forward, Girish remains committed to expanding Freshworks’ product offerings and global presence, continuing to innovate and adapt to the evolving needs of businesses around the world. As the SaaS industry continues to grow, Freshworks is well-positioned to remain at the forefront, with Girish’s entrepreneurial journey serving as an inspiration to countless aspiring founders in India and beyond.