Freshworks is named a strong performer in the 2026 Forrester Wave™ for Customer Service Solutions

We are thrilled to share that Freshworks has been recognized as a Strong Performer in The Forrester Wave™: Customer Service Solutions, Q1 2026.

The Wave evaluates the vendors that matter most in the customer service solutions market, assessing their current offering, strategy, and customer feedback. For organizations modernizing service operations, it provides a clear view of how platforms are evolving to support AI-driven service delivery.

We believe this recognition reflects our commitment to building a customer service solution that is powerful, intuitive, and ready for an AI-first future.

Why Freshworks stands out

For Freshworks, what emerges clearly from the Forrester evaluation is how we combine the breadth of customer service capabilities and natively embedded AI with the simplicity of adoption. Freshworks got the highest rating possible of 5 in the criteria such asDigital Channel support, Marketplace, and Pricing Flexibility and Transparency. 

Modern, omnichannel customer service 

Freshworks provides the tools organizations need to run modern service operations, from the moment an agent onboards to the point where they build lasting relationships with the customers. Freshworks brings together conversations across channels, complete customer context, and AI intelligence into a unified command center that enables agents to deliver seamless experiences. As the Forrester report notes, “Freshworks delivers excellent omnichannel support across voice and digital channels, with unified advanced telephony, native CCaaS, and workforce management.”

This is echoed by most of our customers. Justin Levitz, business process & growth manager at iPostal1, an American virtual mailbox company with more than 3,000 locations, emphasizes: “Freshworks is easy to understand and makes sense to agents. And the ability to centralize information and processes gives people an experience of unity."

AI-native platform 

AI plays a central role in this experience. Powerful conversational AI resolves up to 80% of queries autonomously, and AI-assist capabilities such as reply suggestions, sentiment analysis, summarization, translation, and knowledge generation support agents directly in the flow of work.

Big Bus Tours, which serves 6 million tourists every year, achieved 20% improvement in their resolution times with the help of Freshworks’ AI capabilities, and transformed their customer service hub into a profit center.

“Once agents experienced Freddy AI Copilot, they couldn’t imagine working without it," said Ollie Wildeman, vice president of Customer at Big Bus Tours.

Rapid impact 

Ultimately, the value of any service platform comes down to how quickly teams can adopt it and start seeing results. Freshworks’ ease of use, low operational overhead, and strong professional services drive rapid adoption. Customers also love our transparent, “what you see is what you get” pricing. This enables teams to get up and running faster without the complexity often associated with traditional service platforms.

Satair, a subsidiary of Airbus, is a leading supplier of aircraft parts and aftermarket services. They achieved a 40% reduction in ticket-handling time in a complex service operation spanning more than 1,200 agents.

“Freshworks’ professional services were pivotal. Their support enabled seamless adoption, solving complex processes efficiently,” said Janani Panchapakesan, digital product owner at Satair. 

Many midsized organizations today struggle with fragmented tools and data, AI implementations that are hard to scale, and the rising cost of service operations. Freshworks addresses these challenges directly by uncomplicating customer service with an intuitive platform, native AI, and powerful extensibility.

Advancing AI innovation for modern service teams

At Freshworks, we believe the future of customer service will be defined by how digital AI workers and human workers collaborate.

AI workers will take on repetitive operational tasks: resolving common issues, executing workflows, taking actions across systems, and generating recommendations in real time. Human workers will focus on what they do best: setting direction, exercising judgment, and resolving complex situations that require empathy and context.

And both workers will make each other better.

AI workers will coach and assist human workers to become more productive and efficient. Human workers, in turn, will supervise, guide, and continuously improve their AI counterparts to ensure accuracy, accountability, and trust.

This hybrid operating model allows organizations to scale service operations without sacrificing quality, judgment, or control.

That is why we are building one of the most comprehensive sets of people-first AI capabilities in the market:

• AI agents that can autonomously resolve common customer requests

• AI Copilot that helps service representatives perform at their best

• AI Insights that help leaders uncover what truly matters

All of this is powered by our vision of Connected Intelligence.

The idea is simple but powerful: Every interaction, signal, and operational insight should contribute to a shared system of intelligence that continuously improves how service is delivered.

Instead of treating AI as an isolated feature, Connected Intelligence allows AI capabilities to learn from the entire service ecosystem. Interactions, knowledge content, agent activity, and operational signals all become part of a continuously evolving intelligence layer.

Real transformation in service happens when platforms bring together data, automation, and human expertise to deliver better customer experiences. Being recognized as a Strong Performer in the Forrester Wave™ reinforces our commitment to building software that makes this possible.

Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here .