The Total Economic Impact of Freshdesk

In the age of the customer, customer service is a cornerstone of a company's customer experience (CX) strategy. Today’s customers contact enterprises more often and via more channels, shifting between channels seamlessly and even using multiple channels simultaneously.

To keep up with customer service demands — either via self-service or an interaction with a contact center agent — contact centers have been growing rapidly. Yet, this has come with added cost and complexity. To manage these challenges, organizations are now looking to omnichannel solutions with automation capabilities to modernize customer support operations.

Freshdesk is an online, cloud-based omnichannel customer service solution that simplifies cross-channel customer service and streamlines agent workflows to deliver better customer support experiences. Freshworks commissioned Forrester Consulting to conduct a Total Economic ImpactTM (TEI) study and examine the potential return on investment (ROI) enterprises may realize by deploying its customer support solution: Freshdesk.

The purpose of this study is to provide readers with a framework to evaluate the potential financial impact of Freshdesk on their organizations. To better understand the benefits, costs, and risks associated with this investment, Forrester interviewed four customers with several years of experience using Freshdesk.

To develop a financial model for this study, Forrester constructed a composite organization based on data gathered from the customer interviews to reflect the total economic impact that the Freshdesk solution could have on an organization. The composite organization is representative of the organizations that Forrester interviewed, and is used to present the aggregate financial analysis in this study.