Freshworks Inc Organic Growth Opportunities

Create a comprehensive hub of benchmark data pages for key customer experience and IT service management metrics, segmented by industry and region. This play establishes Freshworks as the definitive source for performance data, attracting high-intent leaders looking to measure and improve their operations.

Example Keywords

• “first response time benchmark SaaS US”
• “average CES score for retail in Europe”
• “ITIL incident MTTR benchmark for healthcare”
• “customer support backlog benchmark for fintech”

Rationale

Buyers and leaders researching performance benchmarks are in an active optimization or purchasing cycle. By providing unique, granular data derived from its own platform, Freshworks can intercept this high-intent traffic, which currently lands on scattered analyst reports and competitor blogs, and demonstrate the value of its products in achieving superior results.

Topical Authority

Freshworks has immense topical authority, given its access to billions of anonymized ticket records across its customer base. Publishing this data at scale would create an unassailable moat, positioning the brand as the primary authority on CX and ITSM performance metrics, a space no competitor currently owns with this level of depth.

Internal Data Sources

The core of this play is leveraging a massive, proprietary dataset of over 1.2 billion anonymized Freshdesk and Freshservice ticket records. This would be supplemented with data points from the company's official 'Customer Service Benchmark Report' PDF and insights from the professional services team's internal findings.

Estimated Number of Pages

6,000+ (Covering ~25 key metrics across 40 industries and 6 global regions)

Develop a large-scale gallery of pre-written, copy-and-paste replies for common customer support and IT help desk scenarios. Each reply would be categorized by issue, tone, and language, providing an invaluable resource for frontline agents and their managers.

Example Keywords

• “refund request email example polite”
• “it ticket resolution template for hardware issues”
• “apology message to angry customer sample”
• “follow-up email after closing ticket sample”

Rationale

Frontline support agents and their managers are constantly searching for effective and empathetic ways to communicate with users. This play directly serves that need, building immense brand affinity and trust by providing high-quality, proven templates that make their jobs easier. It positions Freshworks as a practical partner in day-to-day operations, not just a software provider.

Topical Authority

Freshworks can claim unparalleled topical authority by using its vast repository of anonymized ticket data, correlated with CSAT scores, to identify and publish the most effective replies. While competitors offer simple blog posts, Freshworks can build a data-backed library, proving its expertise in what truly constitutes excellent service communication.

Internal Data Sources

This strategy would primarily use anonymized ticket bodies from the Freshworks platform, filtered for high customer satisfaction (CSAT) scores. It would also leverage the platform's language detection metadata to generate multilingual variants and pull insights from Freshworks University training materials on customer communication.

Estimated Number of Pages

4,800+ (Covering ~100 issue types, 8 conversational tones, and 6 core languages)

Create a library of 'prompt recipes' designed for generative AI tools like ChatGPT and Freshworks' own Freddy Copilot. These pages would provide copy-and-paste prompts for specific CX and IT tasks, demonstrating practical AI application and driving adoption of Freshworks' AI features.

Example Keywords

• “AI prompt to summarize a support ticket”
• “ChatGPT prompt for root cause analysis of an IT incident”
• “sales follow-up email AI prompt”
• “generative AI prompt to create a knowledge base article”

Rationale

As businesses rush to adopt AI, their employees are actively searching for practical, role-specific prompts to improve efficiency. This play captures this exploding search trend, positioning Freshworks as a forward-thinking guide in the AI transition. It not only attracts new users but also educates existing customers on how to leverage Freddy AI, increasing product stickiness.

Topical Authority

Freshworks can establish strong topical authority by tying these generic AI prompts directly to outcomes within its own products, especially Freddy Copilot. By showing the 'before' (the prompt) and the 'after' (the result within the Freshworks UI), it moves beyond theoretical advice to become a practical, authoritative source for applied AI in CX and ITSM.

Internal Data Sources

Content would be sourced from the Freddy Copilot knowledge base and internal training materials. The most powerful source would be anonymized ticket transcripts and user interactions with Freddy AI, allowing for the creation of proven, real-world prompt examples that generate effective outcomes.

Estimated Number of Pages

1,500+ (Covering ~60 distinct functions and 25 objectives for support, IT, and sales teams)

Build a detailed resource hub that maps the requirements of major global data privacy and security laws (like GDPR, HIPAA, CCPA) to specific Freshworks product features and configurations. This turns complex legal jargon into an actionable checklist for compliance-focused buyers.

Example Keywords

• “GDPR compliant help desk requirements”
• “HIPAA compliant IT ticketing system”
• “mapping PDPA Singapore to CRM features”
• “CCPA requirements for live chat software”

Rationale

For mid-market and enterprise buyers, especially in regulated industries like healthcare and finance, compliance is a critical, non-negotiable purchasing criterion. These searches are dominated by law firms and consultants, not software vendors. By creating a definitive resource, Freshworks can intercept these high-value buyers and immediately demonstrate how its platform solves their specific compliance challenges.

Topical Authority

Freshworks' existing Trust Center, with its array of certifications (ISO, SOC 2, etc.), already provides a strong foundation of authority. This play expands on that by creating thousands of granular pages that explicitly connect legal requirements to product functionality, establishing Freshworks as the go-to expert for secure and compliant CX/ITSM solutions.

Internal Data Sources

This initiative would heavily leverage documents from the Freshworks Trust Center, including security certificates and sub-processor lists. It would also pull information from the product knowledge bases on security settings and access controls, and reference internal legal FAQs to ensure accuracy.

Estimated Number of Pages

2,250+ (Covering ~15 global regulations across 50 countries for 3 core products)

Develop a comprehensive vault of downloadable templates, checklists, and Standard Operating Procedure (SOP) documents for a wide range of business functions. This play targets managers and operational leaders looking for resources to structure their teams, directly addressing a content gap where competitors like HubSpot excel.

Example Keywords

• “ITSM SLA template”
• “customer service SOP example”
• “change management process checklist pdf”
• “sales cadence email template”

Rationale

Operational leaders are constantly searching for frameworks and templates to build and scale their teams. By providing these high-value, downloadable assets, Freshworks can attract a massive audience of decision-makers early in their process-building journey. This content is highly shareable and has strong backlink potential, building domain authority while generating qualified leads.

Topical Authority

While Freshworks currently has very few template pages, it possesses the underlying expertise within its Freshworks University courses and professional services best-practice guides. Systematically converting this internal knowledge into a public-facing template library would quickly establish authority in a proven, high-traffic content category.

Internal Data Sources

Content for the templates would be directly sourced from Freshworks University course materials, internal process documents used by the professional services team, and best-practice articles from the support knowledge base. Existing PDF assets in the /assets/resources/ folder can also be repurposed and expanded upon.

Estimated Number of Pages

800+ (Covering ~200 common business scenarios with multiple asset types like docs, sheets, and PDFs)

Improvements Summary

Reorganize and expand the Freshdesk help desk content cluster to target high-intent, low-competition keywords and improve internal linking. Optimize key pages with updated headings, schema, and keyword-rich content while adding new comparison, use-case, and video resources.

Improvements Details

Tasks include rewriting H1s and meta tags to include terms like 'cloud based help desk software' and 'free online ticketing system', expanding pillar and feature pages with FAQs, comparison tables, and schema markup, and creating new blog guides and case studies. Internal linking will be tightened with keyword-rich anchors and a footer resource group, while technical SEO improvements such as Core Web Vitals, structured data, and hreflang will be implemented. Duplicate and typo pages will be consolidated with 301 redirects.

Improvements Rationale

These improvements address fragmented content and weak internal linking, which currently limit rankings for valuable non-brand queries. By targeting specific high-intent keywords and strengthening topical hierarchy, the site can move key pages from page 2 to page 1, increase organic traffic, and reduce reliance on high-cost paid search. Enhanced schema and content depth will also improve SERP visibility and click-through rates.