.svg)
Leading SaaS player with products in customer service, sales, marketing and IT.
About the client
Freshworks is a software company that offers customer engagement solutions designed to help businesses improve their customer and employee experiences. Founded in 2010, Freshworks provides a range of software products that include customer support, sales, marketing, and IT service management. The company's flagship products include Freshdesk (customer support software), Freshsales (CRM for sales teams), and Freshservice (IT service management). Freshworks aims to deliver easy-to-use and scalable solutions for businesses of all sizes, leveraging a cloud-based platform to enhance customer interactions and streamline business operations. Their products are known for their user-friendly interfaces and robust features that support small to medium-sized enterprises and large organizations alike.
Headquartered in San Mateo, California, Freshworks operates around the world with 8000 employees that serve more than 67,000+ customers.
Responsible team
Challenges
Freshworks was looking to scale in the US and European market. They had a large appetite for growth and wanted to double down on their outbound efforts to compliment their SEO and ad spending efforts.
With their current setup, they were struggling to generate consistency on LinkedIn and email channels. Their messaging was not resonating and their outreach infrastructure needed improvements.
Being in the customer service space, they also had a ton of competition from players like zendesk, zohodesk and many more.
Solutions
Based on our client's requirement, our lead researcher started producing a large lead list across North America and Europe. We targeted companies with employee size from 11 to 200.
In collaboration with the client, we meticulously identified ICPs, focusing on decision-makers and stakeholders in:
- Customer Service
- Marketing
We targeted C level execs, directors and managers. We went with a multichannel approach, utilizing both LinkedIn and email, for scalable outreach. 20 fully optimized LinkedIn profiles were deployed plus 100 email ID's.
Our team created multiple campaign sequences for experimentation across 10 industries and doubled efforts on winning campaigns after analysis. We knew we had to go with a large campaign as customer service SaaS was incredible saturated.
Results
- Our email campaign achieved an average open rate of 47% and a reply rate of 1.8%.
- On LinkedIn, we achieved an average of 51% connection acceptance rate and a 3.5% reply rate
- We targeted 60,000 leads in total.
- In 6 months, we secured 226 appointments and 3127 free trial users.
- Our collaboration drove over $100k in deal closures.
.svg)
.svg)
.svg)
.svg)