How We Built a Bridge of 100 Apps:
Freshworks’ Integration Journey
Skills
Integration Design & Development
Design Strategy
Wireframing
Feedback Loops
Agile Collaboration
Quality Assurance
Tools
Results & Impact
✨ Successfully integrated 100 key applications within 100 days, boosting Freshchat’s capabilities and offering users greater flexibility and scalability.
✨ Improved customer support efficiency by 35% through integrations like Returnly, which streamlined return processes for online retailers.
✨ Increased customer retention by enhancing operational efficiency and personalization across multiple touch points with third-party tools.
100 App Integrations
An Ambitious Goal
We didn’t just want to connect a few apps and call it a day. No, we aimed higher. We wanted to offer our users a huge variety of integrations, so no matter what tools they used, Freshworks could support them. But 100 integrations? That’s a lot of different apps with different purposes, features, and data to handle.
So, where do we even begin?
The Heart of the Matter
What Do Users Really Need?
Before jumping in, we knew it was crucial to understand what our users truly wanted. So, we rolled up our sleeves and started talking to customers. We heard stories about the struggles they faced when using separate tools. They wanted everything to work together smoothly without a ton of setup.
It became clear: ease of use was key. Our users wanted a quick and painless way to connect the apps they relied on, without needing a technical manual or hours of setup.
Designing the Magic
Simplicity Meets Power
Now that we had a clear idea of what users wanted, we started designing. We asked ourselves,
What would it look like if connecting apps was as easy as flipping a switch?
The Build
One Integration at a Time
Our development team began the work of building these integrations. We adopted an agile approach, which meant we could develop quickly, test things out, and tweak as we went along. This wasn’t just about speed; it was about making sure each integration was built with quality.
Piece by piece, we started seeing the fruits of our labor. With each sprint, another app was connected. Every integration was celebrated, not just because it got us closer to the big 100, but because each one made our users' lives a little easier.
The Finish Line
Launch Day
After months of effort, the big day came. We launched all 100 integrations, and the response was incredible. Our users loved how easily they could now connect their favorite tools. Suddenly, Freshworks wasn’t just one tool among many, it was the hub that brought everything together.
We were thrilled. But what really mattered was the feedback from our customers. Hearing how these integrations were simplifying their day-to-day work made all the challenges worth it.
Expanding the Emotional Toolbox
What I Learned from This Journey
This project wasn’t just about building integrations. It taught me the power of truly listening to users, of designing with empathy, and of working together across teams. It showed me how even the most ambitious goals can be achieved when you focus on solving real problems for real people.
And that’s the story of how Freshworks built a bridge to 100 apps, making the lives of our users just a little easier, one integration at a time.
Arathi Pallath
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