The idea for this user-focused, cloud-based customer service software was sparked after a distressing customer service experience. Originally called Freshdesk, the company has been at the forefront of democratizing CRM software since 2010. In 2017, the company was rebranded as Freshworks to accurately capture the integrated suite of SaaS products. By delivering a solution that’s ready to go, easy-to-setup and use, the innovative customer engagement software has become the trusted CRM for businesses of all sizes. Accel led the first-ever investment in the company in 2011 and has participated in every subsequent financing round.