FeatureFreshworks was born of its founder’s desire to build software that people love to use as he could not understand why technology had to be so complicated and expensive, and why users disliked using the software so much. The mission was, and remains, to massively simplify business software, designing first and foremost for the front-line user, then for the team, and then for the managers.
This is a message that has resonated strongly with businesses of all sizes and the soundness of Freshworks’ mission and vision was validated not only by its hugely successful IPO, but by the fact that today, the company is trusted by over 58,000 customers in 120 countries.
Freshworks prides itself on listening to its customers and solving their business needs. What the company has heard from a broad spectrum of customers in the region is the need for conversational engagement. Consumers no longer want to wait around for resolution from businesses – they want instant resolution.
More than 58,000 companies use Freshworks’ SaaS to enable a better customer experience
Given the limitations to how many human customer service resources a business can commit to addressing this customer requirement, the logical way forward for the customer service industry is the use of chatbots. AI, chatbots, and other human-effort saving integrations are a key focus for Freshworks and the company is working to reinvent CX in industries ranging from financial services to utilities.
With the Freshworks chatbot, organisations can offer 24x7x365 customer service, and improved satisfaction for customers and employees, while simultaneously increasing efficiency and cost savings.
Freshworks makes it fast and easy for businesses to delight their customers and employees. The company does this by taking a fresh approach to building and delivering cloud software that’s affordable, quick to implement, and designed for the end-user.
Unlike legacy SaaS software, Freshworks builds technology that works for everyone, making it easy for IT, customer service, sales, marketers and HR to do their job and delight their customers. More than 58,000 companies use Freshworks’ SaaS to enable a better customer experience, CRM and employee experience in ITSM, HRMS.
In the Middle East and Africa, Freshworks has enjoyed success with both enterprises and SMB customers across a broad range of industries. Notable customers in the region include BitOasis, Swvl, The Landmark Group, Fine Hygienic Holding, Wadi Degla, and Multichoice.
Key solutions offered by the company include:
Freshdesk: This omnichannel support solution offers the fastest time-to-value, enabling more meaningful conversations and the ability to turn service agents into customer champions.
Freshchat: This solution helps businesses offer anytime, personalised conversational customer support powered by AI bots and human assistance across convenient and familiar channels.
Freshservice: This is a cloud-based IT Help Desk and service management solution that enables organisations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal, and knowledgebase.
TOP EXECUTIVE
As Freshworks’ Head for the Middle East and Africa, Manish leads the company’s sales, operations, channel, and marketing efforts in the region with an objective of providing top notch and affordable products to consumers so that they in turn can have customers for life. His efforts have led Freshworks to achieve remarkable growth in the MEA region with some of the marquee customers across the Gulf countries, South Africa, Kenya, Nigeria, Egypt, and Israel.
With over 20 years of industry experience, Manish has been instrumental in building Software Products, Services and Consulting business across APAC, Europe, India, ME, UK and US with an extensive background in Sales, Marketing and Operations.
Prior to joining Freshworks, he has worked in global technology, IT companies in leadership positions setting up the HCL Technologies business in Dubai and grew the region to considerable heights, headed and scaled TechMahindra and L&T Technology business across APAC-MEA. Manish holds a Bachelor in Electronics and Communication Engineering and Masters in Business Administration.
Manish was promoted to the role of Senior Director and Regional Head of the Middle East and Africa markets at Freshworks. In his current role, he leads the growth and customer facing functions for the company and is directly responsible for the revenue generation for Freshworks in the region.
Manish is currently working to build on Freshworks’ momentum by investing heavily in MEA and has plans in place to establish a presence across the region to place the company even closer to its prospects and customers.
Manish aspires to be the Head of Business or CRO Chief Revenue Officer of a world class organisation like Freshworks. He derives pleasure from helping businesses get the most out of their business software and wants to continue working towards that in the region and globally.
Jeff Bezos and his work in turning Amazon into a globally recognised brand is Manish’s inspiration. He loves how Bezos kept Amazon innovating at scale and how he pushed the business forward while also inspiring his team to look for larger avenues to play in.
Manish is an avid reader and is currently reading Straight from the gut by Jack Welch and finished Selfish Gene by Richard Dawkins. He also plays squash and loves spending time with his kids taking them horse riding and swimming on his days away from work.
