Three years ago, we launched a marketplace for our flagship product Freshdesk to enable our customers to discover apps easily. The response was overwhelming, a majority of our customers are now using the apps to enhance agent productivity by providing contextual information, enabling customizations, and automating repetitive tasks.
Today, the marketplace has grown to over 650 apps spread across three Freshworks products—Freshdesk, Freshservice, and Freshsales. The rapid growth has brought some challenges. It has become hard for our customers to discover the right apps. Furthermore, customers using multiple Freshworks products have to visit different websites to find the right apps.
Keeping these challenges in mind, we decided to revamp the Marketplace. After several months of intense work, we are delighted to announce the launch of the new Freshworks Marketplace.
The new Marketplace offers a unified experience for users looking for apps across the Freshworks product suite. You can easily access the Marketplace anytime using the product switcher on any page on the Freshworks website.
Let’s take a closer look at some of the improvements that we’ve made:
Most users find apps by searching or using the category filter. The search experience has been upgraded to support multiple products, with completely revamped categories. We’ve reduced the number of categories to make them more discoverable. We have also studied all apps and recategorised them to ensure that categories contain only the most relevant apps.
Hand Curated Sections
Customers have frequently told us that there are many apps that they stumbled upon, which are now critical to their needs. To highlight high quality apps that may otherwise slip by unnoticed, we have added several hand curated sections.
Featured apps are those that the Marketplace team is most excited about and believe are likely to make a big impact.
Collections features apps that are hand picked for specific verticals or solve specific use cases. Interested in exploring apps that have been built by the team at Freshworks? Perhaps, you want to see the apps that are the most popular in your industry. If so, collections are for you!
After you discover an app, you have to evaluate it to see if it’s right for you. Customers tell us that the app screenshots are a major factor in this decision. We have added support for high quality screenshots, to help you see all details. We’ve also added support for app videos, so you can now see the app in action before you install it.
Another issue that many customers have is — can they trust the apps built by third parties? From the very start, we’ve been testing apps that are built on our platform with the same rigor as native product features. This is now denoted with the Verified by Freshworks badge which certifies that an app has met our stringent requirements.
We are excited to have you experience the new Freshworks Marketplace. Check it out and let us know what you think in the comments below.