7%
arrow_upward2% YoY
#5
Summary
- Freshworks ranks #5 within the AI Support Bots category, maintaining its position month-over-month.
- As of April 2026, 7% of organizations who have a vendor in the AI Support Bots category use Freshworks: up 2 percentage points from last year.
- Freshworks has the highest adoption among enterprise companies (21%), compared to mid-market (10%), small-to-medium businesses (5%), and micro-SMB (3%).
- Freshworks key capabilities include AI-powered chatbots, omnichannel support automation, and intelligent ticket routing, supporting scalable customer service operations.
Are businesses buying Freshworks?
Key stats
7%
arrow_upward2% YoY
Mid-Market, 54%
5%
25%
#5
#2
Adoption Rates by company size
| Company size | Adoption rate |
|---|---|
| SMB | 5% |
| Mid-market | 10% |
| Enterprise | 21% |
About Freshworks
Freshworks offers Freddy AI, an AI-powered assistant integrated into Freshdesk that automates customer support with intelligent chatbots, ticket routing, and agent assistance tools.
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Have feedback?About this data
These insights come from Ramp’s procurement and renewal data, built on real-world transactions observed across our platform. Figures represent aggregated observations from Ramp Procurement and Renewals activity.
| Date | New adopter share | Competitor switch rate | Dominant FTE segment | Adoption rate (Enterprise) | Adoption rate (Mid-Market) | Adoption rate (SMB) |
|---|---|---|---|---|---|---|
| Mar 2026 | 5% | 25% | Mid-Market, 54% | 21% | 10% | 5% |
| Feb 2026 | 8% | 25% | Mid-Market, 53% | 23% | 11% | 5% |
| Jan 2026 | 8% | 25% | Mid-Market, 53% | 25% | 11% | 5% |
| Dec 2025 | 5% | 24% | Mid-Market, 54% | 24% | 10% | 4% |
| Nov 2025 | 8% | 24% | Mid-Market, 54% | 25% | 10% | 5% |
| Oct 2025 | 8% | 24% | Mid-Market, 52% | 25% | 10% | 4% |
| Sep 2025 | 8% | 19% | Mid-Market, 52% | 29% | 9% | 4% |
| Aug 2025 | 4% | 18% | Mid-Market, 52% | 25% | 9% | 4% |
| Jul 2025 | 6% | 19% | Mid-Market, 51% | 20% | 9% | 4% |
| Jun 2025 | 8% | 20% | Mid-Market, 53% | 18% | 9% | 4% |
| May 2025 | 6% | 19% | Mid-Market, 52% | 14% | 9% | 4% |
| Apr 2025 | 5% | 23% | Mid-Market, 53% | 7% | 9% | 3% |
| Mar 2025 | 3% | 23% | Mid-Market, 54% | 8% | 8% | 3% |
| Feb 2025 | 13% | 23% | Mid-Market, 55% | 8% | 7% | 4% |
| Jan 2025 | 8% | 24% | Mid-Market, 55% | 8% | 6% | 3% |
| Dec 2024 | 8% | 25% | Mid-Market, 57% | 0% | 5% | 3% |
| Nov 2024 | — | 22% | Mid-Market, 55% | 0% | 4% | 3% |
| Oct 2024 | 5% | 23% | Mid-Market, 54% | 0% | 4% | 3% |
| Sep 2024 | 9% | 21% | Mid-Market, 54% | 0% | 3% | 3% |
| Aug 2024 | — | 13% | Mid-Market, 55% | 0% | 3% | 2% |
| Jul 2024 | 13% | 18% | Mid-Market, 57% | 0% | 3% | 2% |
| Jun 2024 | 14% | 14% | Mid-Market, 58% | 0% | 1% | 2% |
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