Case Study: Freshworks achieves real‑time, high‑performance chat analytics with Citus Data (Citus Cloud)

Freshworks Powers Real-Time Chat Analytics with the Citus Cloud Database

Freshworks’ Freshchat provides real‑time and historical messaging analytics so customers can track response times, meet SLAs, and optimize support staffing. When their initial analytics stack handled ingestion but failed under query load—returning errors, rate limits, and slow responses—the team needed a cloud database that supported rapid development, real‑time querying, and large historical scans without heavy engineering overhead.

They adopted Citus Cloud (a distributed Postgres extension), validated it with a simulated 500M‑row workload, and deployed to production in about 15 days. The result: 95% of queries return in ~20 ms, year‑scale reports over 500M rows return in under 500 ms, the cluster uses only ~2% CPU today, and Freshchat now has fast, scalable analytics and headroom to grow.

Freshworks

Deepak Balasubramanyam

Technical Architect