Case Study: Freshworks achieves a 20% increase in feature adoption with Heap

Freshworks Improves Feature Adoption by 20% with Heap

Freshworks’ Freshdesk is a cloud-based customer support platform used by over 150,000 organizations, but the product team struggled to understand real user behavior because its in-house data lake was incomplete, hard to query, and accessible only with engineering help. Limited, hard‑to‑use analytics forced the team into ad hoc analysis and interviews, making it difficult to measure feature adoption, optimize onboarding flows, or get a full picture of customer cohorts.

By adopting Heap, Freshdesk gained self‑service behavioral analytics that revealed low Templates usage and poor discoverability of Table View, leading to targeted UX changes (an in‑app tour and clearer controls) that increased template adoption by 20% and doubled discovery of Table View. Heap funnels and virtual events also helped reduce onboarding drop‑offs and improve trial‑to‑paid conversion, while cohort analysis enabled targeted outreach and a broader data‑driven culture across Freshworks.

Freshworks

Gireesh Subramanian

Director of Product Management