In the review of 2022 performance, Manish Mishra, Head, Middle East & Africa, Freshworks spoke about how its CX and EX product lines have grown in various geographies and market segments.
As a company – how have you performed in 2022 in the MEA Customer Industry?
In the MEA region, we have seen a lot of traction with small and mid-market enterprises looking to delight their customers and employees. Given that these organisations form the backbone of the region’s economy – SMEs in Dubai for example make up 95 percent of all businesses – our deep penetration into this segment has enabled tremendous growth opportunities.
What are the major technologies opportunities you have participated in while coming to solving challenges in the user market?
We empower organisations to enhance two vital aspects of their business – customer experience (CX) and employee experience (EX).
Our CX product line is robust and proven with feature-rich, omnichannel customer engagement offerings that are channel agnostic – be it chat, telephony or traditional customer touchpoints, we have it all along with AI bots to make it easy for businesses to support their customers at scale. As an example, the Freshchat AI chatbot that we implemented for BitOasis now handles more than 50% of their customer queries over WhatsApp which enables the company’s live agents to focus on responding to queries that need human intervention.
We also made some major advancements to our EX product line this year. This includes upgrades to Freshservice for Business Teams which is a powerful way for business teams to better service their employees.
Which industries have adopted your technologies the most?
We are seeing a lot of adoption by retail, eCommerce and digital native businesses such as FinTechs, Virtual Asset Service Providers (VASPs), and Direct to Consumer (D2C) organisations. This comes as no surprise given the constant need for customer service excellence in these industries. In the D2C segment in particular, we are seeing a lot of adoption with a healthy appetite for deploying cutting edge technologies such as conversational messaging in order to instantly deliver world class support around the clock.
How many net new customers have you added this year? Who are the major names?
We currently have over 60,000 paying customers of Freshworks globally. Landmark Group, FinChoice, MultiChoice, BitOasis, Alghanim Group, MumzWorld, CBD Dubai, Huda Beauty, ChalHoub, Wadi Degla are a few notable names in the MEA region.
What is your road map for 2023?
As a public company we cannot disclose such forward-looking information before we can make it available to the public, so stay tuned to our press and IR sections of the website for updates. That said, our customers can rest assured that we will continue to invest in our CX and EX product lines.