Freshservice Ranks #1 in Customer Satisfaction Index in the APAC region

Simple. Powerful. Easy to use. Freshservice swears by these three fundamental pillars. As we grow, we are conscious of building new features and capabilities that will always provide the best user experience. Being the best and most loyal advocates, our customers have constantly motivated us with their testimonials, app reviews, and most importantly their votes. 

Last year we got into Gartner’s magic quadrant and also  G2 Crowd’s Top 50 Mid-market Products. To add to our excitement, we’ve recently been ranked #1 in customer satisfaction in the Asia Pacific region. 

The regional satisfaction index report published by G2 crowd for the Asia Pacific region ranked Freshservice at #1 among all the ITSM tools used in the region, with our customer satisfaction rating at 96%.  The report is compiled based on a survey that involved users rating their ITSM tool based on various parameters such as ease of use, quality of support, and time is taken for setting up. Our scores exceeded the industry average by a few points and is an indication of how much our customers love using Freshservice. 

When asked about their favorite feature, 91% of the respondents voted in favor of ticket prioritization and automatic ticket routing. During the last couple of years, we invested in enhancing the way Freshservice handles workflows. This involved releasing several useful enhancements to one of our flagship features, the workflow automator. 

We’ve also launched Field Suggester, a feature that uses machine learning models to predict relevant ticket fields for incoming tickets. All these features and enhancements helped our customers with better ticket prioritization and ticket routing. This year, we’re planning to add more enhancements to the workflow automator which will supercharge IT teams, to doing more with less. 

Freshworks as a company focuses on building product experiences with Indian Democratic Design principles at its core, one of which is simplicity.  In this regard, Freshservice’s score for ease of use was 94%, 4% higher than the industry average. We’ve also exceeded industry expectations with regard to the quality of support, ease of setting up the product, professionalism, and ease of accessibility, etc. 

We are honored and humbled to take this special moment to thank all our customers for making this happen. Your constant feedback and support are what got us here. We’re working on a lot of new exciting features and enhancements which we’ll be launching this year. Thank you once again for thinking of us worthy of the number one spot, and we promise to never let you down.