Case Study: Freshworks improved feature adoption by 20% with Heap
Key results
The challenge
Freshworks, the company behind the Freshdesk customer-support product, wanted to understand how customers discovered and adopted features within its workflow. The product team lacked clear visibility into which parts of the experience drove engagement with a new template feature.
The solution
Using Heap, the Freshdesk team analyzed how users moved through the product with Journeys and Session Replay, then segmented behavior to see which changes affected discovery. They shipped changes that made the template option easier to find, including a simple text dropdown.
“We were able to increase adoption of templates by 20% by making the feature more discoverable and making tweaks.”
GSGireesh SubramanianDirector of Product Management, Freshworks
The results, in context
After making the feature more discoverable, Freshworks reported a 20% increase in adoption of templates and doubled the number of people discovering the new feature. The team credited Heap with helping it decide which features to prioritize in the new workflow.