29/ 100
Weak
Customer Engagement and CRM SaaS Platformfreshworks.com
Freshworks AI Visibility Report
Checked 1 timeUpdated 18 hours ago
Freshworks is a leading Customer Engagement and CRM SaaS Platform designed for small to mid-sized businesses. Despite its robust offerings, Freshworks has a low AI visibility score of 29/100, indicating significant room for improvement in its digital presence.
Overview: How AI Sees Freshworks
Freshworks is recognized across various AI platforms, yet its overall visibility remains limited with a score of 29/100. Platforms like Claude and Gemini rank Freshworks highly, placing it at position #1, which indicates a strong reception in specific areas. However, its presence is not as prominent on Perplexity and ChatGPT, where it ranks lower compared to its competitors. This disparity suggests that while Freshworks is appreciated for its offerings on some platforms, it lacks consistent visibility across the board.
In the competitive landscape, Freshworks faces stiff competition from industry giants like Salesforce, Zendesk, and HubSpot. Salesforce, in particular, appears in seven mentions across platforms, overshadowing Freshworks' presence. While Freshworks is noted for its user-friendly interface and comprehensive suite of tools, competitors like Zoho CRM and Zendesk also receive frequent mentions and higher visibility. This competitive positioning highlights the need for Freshworks to enhance its strategic approach to AI visibility.
The current score of 29/100 reflects Freshworks' challenges in reaching potential customers through AI-driven platforms. The low Mention Rate of 4/30 underscores the need for Freshworks to increase its engagement and visibility in critical buyer queries. Opportunities exist to improve its presence on platforms like Perplexity and ChatGPT, where strategic content development and influencer collaborations could significantly enhance its discoverability. By addressing these gaps, Freshworks can better position itself against competitors and improve its AI visibility score.
Score Breakdown
Mention Rate5 / 30
How often the brand appears when AI platforms are asked relevant questions.
Position1 / 30
Where the brand appears in the list when AI platforms recommend options.
Sentiment20 / 20
Whether AI platforms describe the brand positively, neutrally, or negatively.
Platform Breadth3 / 20
How many of the four major AI platforms mention the brand.
Freshworks' score of 29/100 is primarily due to its low Mention Rate of 4/30, indicating limited visibility in AI-driven buyer queries. While it ranks highly on platforms like Claude and Gemini, its absence from key discussions on Perplexity and ChatGPT significantly impacts its overall score. The score reflects the need for a more robust presence across all major AI platforms to improve its discoverability.
What AI Says About Freshworks
AI platforms like Claude and Gemini rank Freshworks highly, often at position #1, suggesting a strong positive perception in specific areas. ChatGPT also mentions Freshworks positively, placing it at position #2, which indicates a favorable view of its CRM solutions. However, Perplexity ranks Freshworks lower at position #5, highlighting inconsistencies in its AI visibility.
Position:#2
positive“1. Freshdesk: Known for its user-friendly interface and comprehensive features, Freshdesk offers ticketing, automation, and multi-channel support.”
“Freshsales offers a straightforward CRM solution with AI-based lead scoring, built-in phone, email, and activity capture.”
“Freshworks is a software company that provides a suite of business solutions designed to improve customer engagement and streamline internal processes.”
Position:#5
positive“Freshsales”
Position:#1
positive“Freshworks is a cloud-based customer experience software company that offers a suite of business applications, including:”
“Freshworks strengths: - User-friendly interface across their suite”
Position:#1
positive“Freshworks is a global software company that provides cloud-based business software for customer engagement, IT service management, and sales & marketing.”
“Customers and reviewers generally have a positive view of Freshworks products, often highlighting their user-friendliness and value for money, especially for small to medium-sized businesses (SMBs) and mid-market companies.”
“Freshworks has built a strong reputation, especially among small to medium-sized businesses (SMBs), for several reasons:”
Common Questions About Freshworks and AI
Is Freshworks recommended by ChatGPT?
ChatGPT mentions Freshworks positively, placing it at position #2, which indicates a strong recommendation for its CRM solutions. The platform highlights Freshworks' user-friendly interface and comprehensive suite of tools, suggesting it as a viable option for businesses seeking customer engagement solutions. Despite this positive sentiment, Freshworks' overall visibility on ChatGPT is limited, necessitating further engagement to enhance its presence.
How does Freshworks compare to Zendesk in AI search?
In AI search, Freshworks and Zendesk are both mentioned, but Zendesk tends to have a stronger presence. Zendesk appears in four mentions across platforms, while Freshworks has a Mention Rate of 4/30, indicating less frequent visibility. On platforms like Perplexity, Zendesk is often mentioned more prominently, suggesting a need for Freshworks to enhance its competitive positioning.
What do AI platforms say about Freshworks?
AI platforms provide varied feedback on Freshworks. Claude and Gemini rank it highly, often at position #1, highlighting its strong reputation in customer engagement solutions. ChatGPT also provides positive mentions, focusing on its user-friendly tools. However, Perplexity ranks Freshworks lower, at position #5, indicating room for improvement in visibility and perception.
Is Freshworks a good Customer Engagement and CRM SaaS Platform?
AI evaluations of Freshworks as a Customer Engagement and CRM SaaS Platform are generally positive. Platforms like Gemini and Claude highlight its user-friendly interface and value for money, especially for SMBs. However, the overall AI visibility score of 29/100 suggests that while the product is well-regarded, its discoverability in AI-driven searches needs enhancement.
Why is Freshworks not visible in AI search?
Freshworks' low visibility in AI search is driven by its Mention Rate of 4/30, indicating it is missing from many buyer queries. While it ranks well on platforms like Claude and Gemini, its absence from key discussions on Perplexity and ChatGPT significantly impacts its overall visibility. This limited presence suggests a need for strategic content development and engagement to improve its AI visibility score.
Coverage Analysis
Freshworks is mentioned across all major AI platforms, including ChatGPT, Perplexity, Claude, and Gemini. Despite this broad coverage, its visibility varies significantly, with stronger positions on Claude and Gemini compared to lower rankings on Perplexity and ChatGPT.
| Prompt | ChatGPT | Perplexity | Claude | Gemini |
|---|---|---|---|---|
| What are the best Customer Engagement and CRM SaaS Platform options for Small to mid-sized businesses seeking integrated customer engagement solutions? Give me your top recommendations. | ||||
| I need a Customer Engagement and CRM SaaS Platform. Which one should I choose and why? | ||||
| Compare the top Customer Engagement and CRM SaaS Platform tools available right now. Which ones stand out? | ||||
| Best Customer Engagement and CRM SaaS Platform alternatives to Zendesk | ||||
| Best Customer Engagement and CRM SaaS Platform alternatives to HubSpot | ||||
| Customer Engagement and CRM SaaS Platform with Unified platform offering multiple customer engagement tools | ||||
| Customer Engagement and CRM SaaS Platform for Streamlining customer support operations | ||||
| What is Freshworks and is it any good? | ||||
| What do customers and reviewers say about Freshworks? | ||||
| Should I use Freshworks or one of its competitors? | ||||
| Freshworks vs Zendesk: which is better? |
Competitive Landscape
These competitors were mentioned by AI platforms when asked about topics relevant to Freshworks. The frequency of mentions indicates how strongly each competitor is associated with this space in AI training data.
| Competitor | Mentions | Platforms | Profile |
|---|---|---|---|
| Salesforce | 7 | chatgptgeminiperplexityclaude | View score |
| Zoho CRM | 5 | chatgptgeminiperplexity | Not scored |
| HubSpot | 4 | chatgptgeminiclaude | Not scored |
| Zendesk | 4 | chatgptclaudegemini | Not scored |
| HubSpot Service Hub | 3 | chatgptperplexitygemini | Not scored |
| Pipedrive | 3 | chatgptperplexityclaude | View score |
| HubSpot CRM | 2 | chatgpt | Not scored |
| Salesforce Service Cloud | 2 | chatgptperplexity | Not scored |
| HubSpot CRM Suite | 1 | gemini | Not scored |
| Salesforce CRM | 1 | chatgpt | Not scored |
How to Improve
To enhance its AI visibility, Freshworks should focus on increasing its engagement on Perplexity, aiming for a higher mention frequency and improved ranking. Developing targeted content for ChatGPT could also bolster its presence in buyer queries, emphasizing its CRM capabilities. Additionally, Freshworks should analyze successful strategies of competitors like Salesforce and Zoho CRM to identify and fill content gaps, thereby strengthening its competitive positioning.
1
Increase engagement on Perplexity to improve mention frequency and visibility, aiming to reach at least position #3.
2
Develop targeted content for ChatGPT to enhance Freshworks' presence in buyer queries, focusing on its CRM capabilities.
3
Monitor and analyze Salesforce's strategy on platforms like Claude to identify opportunities for differentiation.
4
Collaborate with influencers or thought leaders on Gemini to maintain and strengthen Freshworks' top position.
5
Conduct a competitive analysis of Zoho CRM's successful tactics on ChatGPT to identify and fill content gaps.
Need help improving your AI visibility?
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Does ChatGPT recommend Freshworks?
ChatGPT recommends Freshworks, placing it at position #2 in its mentions. The platform highlights Freshworks' user-friendly interface and comprehensive suite of tools, suggesting it as a strong option for CRM solutions. Despite this positive recommendation, Freshworks' overall presence on ChatGPT is limited, indicating a need for increased engagement.
Is Freshworks better than Zendesk?
Based on AI recommendation data, Zendesk tends to have a stronger presence than Freshworks. Zendesk appears in four mentions across platforms, while Freshworks has a Mention Rate of 4/30, indicating less frequent visibility. Zendesk's consistent mentions suggest it may be perceived as a more established option in AI-driven searches.
What is Freshworks's AI Presence Score?
Freshworks's AI Presence Score is 29/100, reflecting its limited visibility in AI-driven buyer queries. This score indicates that while Freshworks is recognized on platforms like Claude and Gemini, its overall discoverability is low compared to the category average. Improving engagement and content strategy could enhance its AI presence.
How can Freshworks improve its AI visibility?
To improve its AI visibility, Freshworks should focus on increasing its engagement on platforms like Perplexity, aiming for higher mention frequency and improved ranking. Developing targeted content for ChatGPT can also bolster its presence in buyer queries. Additionally, analyzing successful strategies of competitors like Salesforce and Zoho CRM can help identify and fill content gaps.
Is Freshworks mentioned on Perplexity?
Freshworks is mentioned on Perplexity, but it ranks lower at position #5. This indicates a weaker presence compared to competitors like Salesforce and Zoho CRM, which are more frequently mentioned. To improve its visibility on Perplexity, Freshworks needs to enhance its content strategy and engagement on the platform.
What Customer Engagement and CRM SaaS Platform tools does AI recommend most?
In the competitive landscape of Customer Engagement and CRM SaaS Platforms, AI platforms frequently recommend brands like Salesforce, Zoho CRM, and Zendesk. Salesforce, in particular, appears in seven mentions across platforms, indicating strong visibility and recommendation. Freshworks, while recognized, has a lower Mention Rate, suggesting a need for improved strategic positioning.
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