Freshworks
21%
arrow_downward3% YoY
#3
Summary
- Freshworks ranks #3 within the AI Support Bots category, maintaining its position month-over-month.
- As of March 2026, 21% of organizations who have a vendor in the AI Support Bots category use Freshworks: down 3 percentage points from last year.
- Freshworks has the highest adoption among enterprise companies (32%), compared to mid-market (32%), small-to-medium businesses (16%), and micro-SMB (10%).
- 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
21%
arrow_downward3% YoY
Mid-Market, 53%
21%
20%
#3
#3
Adoption Rates by company size
| Company size | Adoption rate |
|---|---|
| SMB | 16% |
| Mid-market | 32% |
| Enterprise | 32% |
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) |
|---|---|---|---|---|---|---|
| Feb 2026 | 21% | 20% | Mid-Market, 53% | 32% | 32% | 16% |
| Jan 2026 | 20% | 20% | Mid-Market, 53% | 32% | 31% | 16% |
| Dec 2025 | 14% | 19% | Mid-Market, 54% | 33% | 31% | 16% |
| Nov 2025 | 21% | 19% | Mid-Market, 54% | 32% | 31% | 16% |
| Oct 2025 | 22% | 19% | Mid-Market, 52% | 31% | 31% | 16% |
| Sep 2025 | 17% | 18% | Mid-Market, 52% | 32% | 30% | 17% |
| Aug 2025 | 9% | 18% | Mid-Market, 52% | 31% | 30% | 17% |
| Jul 2025 | 16% | 18% | Mid-Market, 52% | 30% | 31% | 18% |
| Jun 2025 | 20% | 19% | Mid-Market, 53% | 32% | 31% | 19% |
| May 2025 | 22% | 18% | Mid-Market, 52% | 32% | 32% | 19% |
| Apr 2025 | 18% | 18% | Mid-Market, 53% | 30% | 32% | 19% |
| Mar 2025 | 12% | 19% | Mid-Market, 54% | 31% | 32% | 19% |
| Feb 2025 | 19% | 18% | Mid-Market, 55% | 30% | 32% | 20% |
| Jan 2025 | 21% | 20% | Mid-Market, 55% | 26% | 32% | 20% |
| Dec 2024 | 21% | 21% | Mid-Market, 57% | 24% | 32% | 20% |
| Nov 2024 | 26% | 20% | Mid-Market, 55% | 25% | 31% | 20% |
| Oct 2024 | 30% | 21% | Mid-Market, 54% | 25% | 31% | 20% |
| Sep 2024 | 24% | 21% | Mid-Market, 54% | 25% | 30% | 20% |
| Aug 2024 | 27% | 21% | Mid-Market, 55% | 28% | 30% | 20% |
| Jul 2024 | 28% | 20% | Mid-Market, 57% | 30% | 29% | 19% |
| Jun 2024 | 26% | 19% | Mid-Market, 58% | 25% | 29% | 19% |
| May 2024 | 20% | 20% | Mid-Market, 58% | 26% | 28% | 19% |
| Apr 2024 | 17% | 21% | Mid-Market, 57% | 25% | 28% | 19% |
| Mar 2024 | 21% | 22% | Mid-Market, 54% | 26% | 28% | 19% |
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