100 Apps in 100 days
Transforming Freshchat into a Fully-Integrated Customer Messaging Platform
awards & recognition
Received the Craftsmanship Award
recognized for UX leadership in CRM product innovation and development
Timeline
100 days
Team
Cross-functional collaboration with 5+ PMs, dev teams, and marketing
My Role
UX Designer for integrations, workflow strategist, cross-functional collaborator
Goal
Design and enable 100 high-impact app integrations for Freshchat in 100 days in elevate user experience and business value.
In today's SaaS landscape, integrations aren't a nice-to-have, they're a growth engine. Business use a wide array of tools, and Freshchat needed to become the connective tissue between them. With 1300+ apps in the Freshworks ecosystem, our focus was on making Freshchat smarter, faster, and more flexible through seamless integrations.
What?
Fragmented workflows across customer support tools
Why?
Increased demand for automation, personalized, and scalability
Need?
Users wanted low-effort, plug-and-play integrations that "just work"
Strategy and Direction
We kicked off with a 100-day challenge from leadership - an ambitious goal with zero room for waste. To stay lean and effective:
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Defined integration criteria based on business impact, user demand, and feasibility
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Created a shared framework for designing and documenting each app integration
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Prioritized scalable patterns and reusable UI components to accelerate delivery
Collaboration at Scale
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Worked across PMs, DevOps, Marketing, and Support to define workflows.
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Designed user flows and interaction patterns for 30+ integrations
👩🏻💻
Partnered with documentation and marketing teams to launch apps on Freshworks Marketplace
Returnly (Returns management platform for eCommerce
Goal: Let users manage returns and refunds within Freshchat
Key UX Wins:
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Integrated real-time return status updates within chat
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Enabled agents to initiate refunds, reurn labels, and check customer history without switching tabs
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Added context cards that surface customer actions dynamically inside conversations
Outcome: Agents saved time, while customers received faster and more personalized support.
Outcomes That Mattered
Increased Efficiency
100 integrations shipped on time, ranging from CRMs, automation tools, support tools, and analytics
Positive User Feedback
40% faster agent resolution time with context-aware integrations
Growing User Base
Improved user retention through smoother workflows and better personalization
Growing User Base
Introduced reusable design tokens and templates for future integrations