List of Freshdesk Messaging (Formerly Freshchat) Customers
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Since 2010, our global team of researchers has been studying Freshdesk Messaging (Formerly Freshchat) customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Freshdesk Messaging (Formerly Freshchat) for Chatbots and Conversational AI from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Freshdesk Messaging (Formerly Freshchat) for Chatbots and Conversational AI include: Duferco Energia, a Italy based Utilities organisation with 2572 employees and revenues of $25.14 billion, Nokia, a Finland based Manufacturing organisation with 78434 employees and revenues of $22.64 billion, Delivery Hero, a Germany based Retail organisation with 44612 employees and revenues of $10.94 billion, Nielsen Consumer, a United States based Professional Services organisation with 30000 employees and revenues of $7.50 billion, Lulu Hypermarket, a United Arab Emirates based Retail organisation with 57000 employees and revenues of $7.40 billion and many others.
Contact us if you need a completed and verified list of companies using Freshdesk Messaging (Formerly Freshchat), including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Freshdesk Messaging (Formerly Freshchat) customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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1 grid | Professional Services | 40 | $4M | South Africa | Freshworks | Freshdesk Messaging (Formerly Freshchat) | Chatbots and Conversational AI | 2024 | n/a |
In 2024, 1 grid deployed Freshdesk Messaging (Formerly Freshchat) on their website. The implementation uses Freshdesk Messaging (Formerly Freshchat) as the web conversational layer and is categorized under Chatbots and Conversational AI, supporting customer support and pre-sales engagement for the company's Professional Services operations in South Africa.
The deployment centers on a website-embedded chat widget configured with conversational bot flows, automated greetings, canned responses, and agent handoff to live support, leveraging Freshdesk Messaging (Formerly Freshchat) standard modules for session management and message threading. Configuration work emphasized intent-based routing and conversational triggers to surface high priority customer queries to support staff and to collect lead contact data.
Operational scope covers support and sales teams within 1 grid, with governance patterns that assign channel ownership, agent queues, and escalation workflows to ensure consistent response processes. Because the implementation is hosted as a web-embedded Freshdesk Messaging (Formerly Freshchat) instance, integrations are limited to the website engagement layer and internal process changes focused on chat-first service handling and scripted conversational playbooks.
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1-Grid South Africa | Communications | 120 | $15M | South Africa | Freshworks | Freshdesk Messaging (Formerly Freshchat) | Chatbots and Conversational AI | 2024 | n/a |
In 2024, 1-Grid South Africa implemented Freshdesk Messaging (Formerly Freshchat) on its public website as the primary customer-facing channel for Chatbots and Conversational AI. The deployment places the Freshdesk Messaging (Formerly Freshchat) web messaging widget on the corporate site to centralize real-time customer engagement, supporting live chat and automated conversational entry points. This configuration positions Freshdesk Messaging (Formerly Freshchat) to manage initial inquiries and handoffs between automated workflows and human agents.
The implementation emphasizes conversational workflows, automated responses, contextual message history, and agent assignment to support customer support and pre-sales functions. Configuration and operational setup focused on widget behavior, canned responses, conversation tagging, and escalation rules to establish clear ownership inside the support organization. Governance covers conversation ownership, response routing and internal SLAs for handling inquiries received through the Freshdesk Messaging (Formerly Freshchat) Chatbots and Conversational AI channel.
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123ink Canada | Retail | 150 | $7M | Canada | Freshworks | Freshdesk Messaging (Formerly Freshchat) | Chatbots and Conversational AI | 2024 | n/a |
In 2024, 123ink Canada deployed Freshdesk Messaging (Formerly Freshchat) on its public website. The deployment positions Freshdesk Messaging (Formerly Freshchat) as the companys Chatbots and Conversational AI application for online customer support and e-commerce customer engagement.
The implementation uses an embedded web chat widget and configured conversational flows to automate common inquiries, surface FAQ content, and collect contact details for follow up. Freshdesk Messaging (Formerly Freshchat) was configured with canned responses, bot-to-agent handoff rules, session routing and chat transcript capture to support order queries and account assistance.
Operational ownership sits with the customer support and e-commerce operations teams, with governance focusing on message templates, business hours routing, escalation rules and agent training for live handoffs. The rollout emphasized configuring conversational automation and agent workflows on the website, enabling a continuously managed front-line support channel under centralized messaging policies.
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Non Profit | 39 | $5M | United States | Freshworks | Freshdesk Messaging (Formerly Freshchat) | Chatbots and Conversational AI | 2018 | n/a |
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Transportation | 19 | $1M | United States | Freshworks | Freshdesk Messaging (Formerly Freshchat) | Chatbots and Conversational AI | 2019 | n/a |
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Distribution | 600 | $140M | Singapore | Freshworks | Freshdesk Messaging (Formerly Freshchat) | Chatbots and Conversational AI | 2017 | n/a |
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Communications | 25 | $10M | United States | Freshworks | Freshdesk Messaging (Formerly Freshchat) | Chatbots and Conversational AI | 2022 | n/a |
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Professional Services | 630 | $78M | Canada | Freshworks | Freshdesk Messaging (Formerly Freshchat) | Chatbots and Conversational AI | 2019 | n/a |
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Media | 12 | $1M | Thailand | Freshworks | Freshdesk Messaging (Formerly Freshchat) | Chatbots and Conversational AI | 2020 | n/a |
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Consumer Packaged Goods | 30 | $3M | Germany | Freshworks | Freshdesk Messaging (Formerly Freshchat) | Chatbots and Conversational AI | 2019 | n/a |
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Buyer Intent: Companies Evaluating Freshdesk Messaging (Formerly Freshchat)
- Georgia State University, a United States based Education organization with 7000 Employees
- Centerra Gold, a Canada based Oil, Gas and Chemicals company with 3800 Employees
- Hecht Kugellager, a Germany based Distribution organization with 28 Employees
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