#1freshworks Investor Day 2023 September 7, 2023#2Welcome Joon Huh VP Finance & Investor Relations freshworks © 2023 Freshworks Inc. All rights reserved. 2#3Disclaimer This presentation has been prepared by Freshworks Inc. ("Freshworks") for informational purposes only and not for any other purpose. Nothing contained in this presentation is, or should be construed as, a recommendation, promise, or representation by Freshworks or any officer, director, employee, agent, or advisor of Freshworks. This presentation does not purport to be all inclusive or to contain all of the information you may desire. Information provided in this presentation speaks only as of the date hereof or the date indicated in this presentation accompanying certain historical facts. This presentation contains "forward-looking" statements within the Private Securities Litigation Reform Act of 1995 that are based on our management's current expectations and projections about future events and financial trends that we believe may affect our financial condition, results of operations, business strategy, short-term and long-term business operations and objectives and financial needs. Other than statements of historical facts, all statements contained in this presentation, including statements regarding our annual recurring revenue, revenue, expenses and other results of operations; future financial performance, business strategy and plans; potential market and growth opportunities; addition of new customers or continuing relationship with existing customers; growth rates, competitive position; technological or market trends; and our objectives for future operations, are forward-looking statements. Historical results are not indicative of future performance and you should not rely on past performance as indicative of any future performance by Freshworks. These forward-looking statements are subject to a number of risks, uncertainties and assumptions including our ability to achieve or maintain profitability; our expectations and management of future growth; the effects of increased competition as well as innovations by new and existing competitors in our market; and our ability to retain our existing customers and to increase our number of customers. Moreover, we operate in a very competitive and rapidly changing environment in which new risks emerge from time to time. It is not possible for our management to predict all risks, nor can we assess the impact of all factors on our business or the extent to which any factor, or combination of factors, may cause our actual results or performance to differ materially from those contained in any forward-looking statements we may make. Factors that may cause actual results to differ materially include our ability to achieve our long-term plans and key initiatives; our ability to sustain or manage any future growth effectively; our ability to attract and retain customers or expand sales to existing customers; delays in product development or deployments or the success of such products; the failure to deliver competitive service offerings and lack of market acceptance of any offerings delivered; the impact to the economy, our customers and our business due to global economic conditions, including market volatility, foreign exchange rates, and impact of inflation; the timeframes for and severity of the impact of any weakened global economic conditions on our customers' purchasing and renewal decisions, which may extend the length of our sales cycles or adversely affect our industry; our history of net losses and ability to achieve or sustain profitability, as well as the other potential factors described under "Risk Factors" included in our Annual Report of Form 10-K for the year ended December 31, 2022, our Quarterly Report on Form 10-Q for the quarter ended March 31, 2023, our most recently filed Quarterly Report on Form 10-Q for the quarter ended June 30, 2023, and other documents of Freshworks Inc. we file with the Securities and Exchange Commission from time to time (available at www.sec.gov). We caution you not to place undue reliance on forward-looking statements, which speak only as of the date hereof and are based on information available to us at the time the statements are made and/or management's good faith belief as of that time with respect to future events. We assume no obligation to update any forward-looking statements in order to reflect events or circumstances that may arise after the date of this release, except as required by law. Certain terms used in this presentation, such as, "ARR", "ARPA", "CAGR", "FCF", "SBC", "SMB", "TTM", and others, are defined in the Appendix unless otherwise defined on the slide in which they appear. freshworks Ⓒ2023 Freshworks Inc. All rights reserved. 3#4Investor Day Agenda 8:30am 8:35am 8:55am 9:30am 10:00am 10:10am 10:40am 11:10am 12:00pm freshworks Welcome Joon Huh, VP Finance & Investor Relations Company Vision and Strategy Girish Mathrubootham, Chief Executive Officer & Founder Solutions in Action Dennis Woodside, President Mukesh Mirchandani, SVP Global Solution Engineering Payal Patel, Director Solution Engineering Strategy for Durable Growth Dennis Woodside Break Customer Spotlight | Monos, Sony Music Entertainment & Databricks Prakash Ramamurthy, Chief Product Officer Paddy Rathinam, Chief Revenue Officer Financial Overview Tyler Sloat, Chief Financial Officer Open Q&A Joon Huh Lunch Ⓒ2023 Freshworks Inc. All rights reserved. 4#5Submit Questions [email protected] Ⓒ2023 Freshworks Inc. All rights reserved. LO 5#6Company Vision and Strategy Girish Mathrubootham Chief Executive Officer & Founder freshworks © 2023 Freshworks Inc. All rights reserved. 6#7Freshworks at a glance 2010 Founded 5,000+ Employees freshworks $545M TTM Revenue 19,105 Customers over $5K ARR 20% Q2 Revenue Growth YoY (constant currency basis) N FRSH Initial Public Offering September 2021 Notes: Unless otherwise noted, financial data reflects unaudited results as of June 30, 2023. Employee data is as of June 30, 2023. See Appendix for reconciliation of all GAAP to Non-GAAP financial measures. Multiple Products Two at scale 10% FCF Margin FY 2023 Est. Ⓒ2023 Freshworks Inc. All rights reserved. 7#8Our mission We deliver modern and innovative Al-guided customer and employee service solutions that enable the Fortune 5 million to drive delightful engagement and increase productivity Ⓒ2023 Freshworks Inc. All rights reserved. 8#9Industry tailwinds helping Freshworks grow 1 Digital transformation of every business 2 Rising demands of customers and employees 3 freshworks The data imperative and the opportunity of generative Al Ⓒ2023 Freshworks Inc. All rights reserved. 9#10O Businesses 1 to compete freshworks of all sizes must transform in a digital-first world 8; Large companies must be agile and responsive M Small companies must deliver world class experiences Ⓒ2023 Freshworks Inc. All rights reserved. 10#11→ Expectations for customer and 2 employee experience have changed The race for faster, more enjoyable service Conversational engagement freshworks Contextual understanding Immediate results Multi-channel interaction Ⓒ2023 Freshworks Inc. All rights reserved. 11#123 ● The need for better insights drives demand for high-quality data freshworks Need to break down data silos The rise of customer data platforms Your Al is only as good as your data Ⓒ2023 Freshworks Inc. All rights reserved. 12#13Consistent innovation and product evolution Journey to multi-persona, Al-guided strategy 2011 freshworks Freshservice ITSM Freshdesk Customer service Customer 360 Vision Freshchat Modern messaging Freshcaller Cloud telephony Freshsales Sales Freshmarketer Marketing automation 2020 Freddy Al Freshworks Neo Platform Freshworks CS Suite Customer service 2023 Freshservice for Business Teams ESM Ⓒ2023 Freshworks Inc. All rights reserved. 13#14freshworks IT & Employee Service Freshservice The Freshworks solution Freshservice for Business Teams Data & Analytics Customer Service Freshdesk Freshchat Freshworks CS Suite Neo Platform Freddy Al Unified Customer Experience Sales & Marketing ✪ Freshsales Freshmarketer Developer & Marketplace Experience Ⓒ2023 Freshworks Inc. All rights reserved. 14#15Neo platform and Freddy infuse Al across all products freshworks IT & Employee Service Freshservice Freshservice for Business Teams Freddy Self Service for Customers & Employees Data & Analytics Customer Service Freshdesk Freshchat Freshworks CS Suite Neo Platform Freddy Al Capabilities Freddy Copilot for Customer Service Sales, Marketing IT & Developers Unified Customer Experience Sales & Marketing ✔ Freshsales Freshmarketer Freddy Insights for Business Leaders Developer & Marketplace Experience Ⓒ2023 Freshworks Inc. All rights reserved. 15#16Our India advantage World class talent that innovates fast • Born in India, global from Day 1 • Access to world class talent • Product scale and velocity freshworks Bengaluru Hyderabad Chennai Ⓒ2023 Freshworks Inc. All rights reserved. 16#17Global customer base 65K+ customers across verticals and 120+ countries Retail, Logistics, & E-Commerce TaylorMade® DECATHLON Blue Nile Sotheby's STITCH FIX Coca-Cola SWIRE COCA-COLA freshworks Financial Services Klarna. DISCOVER Sterling bank trust African Bank S&P Global PhonePe Auto & Manufacturing not HONDA BRIDGESTONE CHAMPIONx WD-40 Media & Entertainment MULTICHOICE ENRICHING LIVES TOSHIBA SPRINGER NATURE A& SONY MUSIC Nielsen High Tech databricks PitchBook AL SSAVIYNT INGRAM Hospitality & Travel CLOUDERA Thomas Cook ADDISON LEE GLOBAL AMERICAN BUSINESS TRAVEL EXPRESS Travix NAVBLUE AN AIRBUS COMPANY Monos: Ⓒ2023 Freshworks Inc. All rights reserved. 17#18Culture is our intangible asset Craftsmanship freshworks Dal Happy 'Work' Environment Agility with Accountability These values are the bedrock of our culture 22 True Friend to the Customer Ⓒ2023 Freshworks Inc. All rights reserved. 18#19Experienced global leadership team CEO & President Leadership team freshworks Girish Mathrubootham Chief Executive Officer & Founder PRIOR: ZOHO Tyler Sloat Chief Financial Officer PRIOR: zuora NetApp Pam Sergeeff Chief Legal Officer & General Counsel PRIOR: TIVO rovi Shafiq Amarsi SVP GTM Strategy & Operations PRIOR: aws Microsoft Dennis Woodside President PRIOR: Dropbox Google IMPOSSIBLE Prakash Ramamurthy Chief Product Officer PRIOR: ORACLE ✔ NortonLifeLock Johanna Jackman Chief People Officer PRIOR: Airtable PURESTORAGE Murali Krishnan SVP Customer Experience PRIOR: sprinklr EY DELL Pradeep Rathinam Chief Revenue Officer PRIOR: Microsoft HARMAN Ⓒ2023 Freshworks Inc. All rights reserved. 19#20Our path to multi billion dollar scale freshworks ‒‒ -- We are competing in three massive TAMS We have business momentum moving upmarket and serving larger customers Our customers are adopting multiple products as cross sell remains a large opportunity Al & automation is a tailwind to our business creating incremental monetization opportunities India provides a strategic advantage for the business Ⓒ2023 Freshworks Inc. All rights reserved. 20#21Our Solutions in Action Dennis Woodside President freshworks Ⓒ2023 Freshworks Inc. All rights reserved. 21#22We compete and adjacent markets BUSINESS NEEDS BUYERS IT & Employee Service Intelligent, right-sized service management freshworks in three large, growing IT Teams Customer Service Omnichannel, intelligent customer support Support Teams Sales & Marketing Unified sales and marketing automation Sales & Marketing Teams (1) Source: Gartner, IT Operations Management Software, Worldwide, 2020-2026; Customer Relationship Management, Worldwide $78B TAM Ⓒ2023 Freshworks Inc. All rights reserved. 22#23Why we win Unified Experience freshworks Ease of Use ($) Time to Value Rapid Innovation Enterprise scale & extensibility Total Cost of Ownership Ⓒ2023 Freshworks Inc. All rights reserved. 23#24IT & Employee Service freshworks © 2023 Freshworks Inc. All rights reserved. 24#25Our products scale with the needs of IT departments and beyond ITSM freshworks ITOM ITAM A Neo Platform Freddy Al Project Management IT & Employee Service Business Teams Ⓒ2023 Freshworks Inc. All rights reserved. 25#26Freshservice crossed $260M in ARR and is growing fast freshworks 2022 TAM (1) $20B 2022-2026 TAM CAGR (1) 12% ARR(2) $260M Target Persona CIO Growth Rate (2) Low 40s Customers >$5K ARR(2) 8,624 (1) Source: Gartner. This includes IT Service Management, IT Asset Management & Software Asset Management (SAM), IT Infrastructure Monitoring, AlOps, Service Orchestration and Automation Platforms. (2) ARR, ARR YOY growth rate and customer count are as of Q2-23. IT & Employee Service Ⓒ2023 Freshworks Inc. All rights reserved. 26#27Significant opportunity to innovate within IT and adjacent spaces freshworks ITSM O ITAM O Freddy Al IT Project Management O ITOM Business Teams O Freddy Gen Al O 2023 MSPs Sec Ops Industry Solutions Governance, Risk and Compliance FUTURE IT & Employee Service Freshworks for Gov't. Ⓒ2023 Freshworks Inc. All rights reserved. 27#28Customer and industry analyst recognition User Ratings TR TrustRadius ★ TOP RATED 2023 C Leader Enterprise SUMMER 2023 freshworks Leader SUMMER 2023 TR TrustRadius Best Feature Set WINTER 2023 - User Reviews "Freshservice has allowed us to handle approximately 20% more tickets and incidents per month, compared to our previous legacy system." "We use it for ticketing, project management, and problem tracking. The application makes it easy to keep track of our user's problems, resolutions, and feature requests." IT & Employee Service Industry Analyst Coverage Gartner. Covered in 3 distinct markets FORRESTER Covered in 3 distinct markets IDC Covered in 2 distinct markets Ⓒ2023 Freshworks Inc. All rights reserved. 28#29A& A+E Networks is a global content company comprised of some of the most popular brands in media, including Lifetime, HISTORY, Lifetime Movies, FYI, VICELAND, Blaze and Crime+Investigation. freshworks CASE STUDY A&E selects Freshservice to handle IT and G&A requests seamlessly Business Challenge Legacy ITSM solution did not allow A&E to efficiently route and respond to employee tickets across HR, IT, Legal and Finance in a single platform, leading to poor agent productivity. Incumbent System: Replaced with: IT & Employee Service The Solution With Freshservice, multiple A&E departments were able to improve self service for nearly 3,000 employees. Automated ticket deflection with virtual agents increased agent productivity and improved resolution times. Servicenow Freshservice Ⓒ2023 Freshworks Inc. All rights reserved. 29#30Georgetown UNIVERSITY Georgetown University is in Washington DC with 20,000 students. Founded in 1789, Share it is the oldest Roman Catholic institution of higher education in the United States. freshworks CASE STUDY Freshservice enables digital transformation for Georgetown University students and faculty Business Challenge Using a homegrown IT management system made it difficult for students and faculty to digitally submit support tickets, and forced IT to monitor multiple request channels. Incumbent System: Replaced with: Land Freshservice IT & Employee Service The Solution All faculty and student IT, HR and health services needs are handled by Freshservice. Freshchat and Freshcaller help Georgetown's business teams deflect inquiries for 450 users across multiple departments. Homegrown solution Freshchat Freshcaller Expand Ⓒ2023 Freshworks Inc. All rights reserved. 30#31Product Demo - IT & Employee Service Mukesh Mirchandani SVP Global Solution Engineering freshworks Payal Patel Director Solution Engineering Ⓒ2023 Freshworks Inc. All rights reserved. 31#32Customer Service freshworks © 2023 Freshworks Inc. All rights reserved. 37#33We offer modern, intelligent omnichannel customer service solutions Automated self service freshworks 2 Conversational support Advanced ticketing Neo Platform Freddy Al Voice support Customer Service Ⓒ2023 Freshworks Inc. All rights reserved. 38#34Customer service solutions at $300M in ARR freshworks 2022 TAM (1) $27B 2022-2026 TAM CAGR (1) 15% ARR(2) $300M Target Persona CS, CCO Growth Rate(2) Low-Mid Teens Customers >$5K ARR(2) 10,272 (1) Source: Gartner. Customer Service includes: Customer engagement center, CCI and CCAS, Workforce Engagement Management, Digital customer service and Field service management. (2) ARR, ARR YOY growth rate and customer count are as of Q2-23. Customer Service Ⓒ2023 Freshworks Inc. All rights reserved. 39#35Building upon a history of innovation Ticketing Support freshworks Social Support Freddy Al Conversational Support Cloud Telephony Omnichannel Support & Customer Success Self Service with Bots Freddy Copilot and Insights 2023 All in one Customer Service Suite Industry Solutions Quality Management, WFM, Agent Performance Management & Training FUTURE Customer Service Field Service Management Ⓒ2023 Freshworks Inc. All rights reserved. 40#36Customer and industry analyst recognition User Ratings G² Leader WINTER 2023 TR TrustRadius TOP RATED 2023 freshworks G²₁ Highest User Adoption Mid-Market WINTER 2023 Best Est. ROI Enterprise WINTER 2023 User Reviews "I am using Freshdesk in my organization to support more than 13,000 customers. The ticketing system records and solves all their inquiries, requests, and reported issues." "Freshdesk is a lifesaver for agent occupancy and workload distribution." Customer Service Industry Analyst Coverage Gartner. Covered in 2 distinct markets FORRESTER Covered in 1 distinct market €IDC Covered in 2 distinct markets Ⓒ2023 Freshworks Inc. All rights reserved. 41#37INGRAM About Customer Ingram Micro is a global distributor of information technology products and services, with operations in 61 countries and 27,000 associates across 6 continents, generating over $50B in annual revenue. freshworks CASE STUDY Ingram Micro scales to 28 countries, delighting customers with Freshdesk Business Challenge Ingram Micro used multiple tools to provide customer support over different channels and to different countries, making transparency across accounts very difficult. Incumbent System: Replaced with: Freshdesk Land The Solution Freshdesk and Freshbots helped Ingram Micro automate and centralize support to reduce resolution times for technical and non-technical issues. Ingram Micro increased their agents by 395% and CSAT score to 85%. Freshchat Zendesk Freshcaller Customer Service Freshservice Expand Ⓒ2023 Freshworks Inc. All rights reserved. 42#38Clopay® America's Favorite Doors® About Customer Clopay is North America's largest garage door manufacturer, with four manufacturing plants and 52 distribution centers throughout the US and Canada, generating $1.5 billion in annual revenue. freshworks CASE STUDY Clopay selects Freshworks to automate and modernize dealer support Business Challenge Clopay experienced increasing multi-channel interactions with garage door dealers through calls, mobile chats, website forms and physical walk-ins. Incumbent System: Replaced with: Freshdesk The Solution Freshdesk, Freshchat and Freshcaller were purchased to create a unified platform to enhance the agent and dealer experience. Freshworks has scaled with Clopay from 330 to 413 agents. Oracle Customer Service Freshchat Freshcaller Ⓒ2023 Freshworks Inc. All rights reserved. 43#39Product Demo - Customer Service Mukesh Mirchandani SVP Global Solution Engineering freshworks Payal Patel Director Solution Engineering Ⓒ2023 Freshworks Inc. All rights reserved. 44#40Sales and Marketing freshworks © 2023 Freshworks Inc. All rights reserved. 52#41Our Sales and Marketing solution offers a unified view of the customer journey 11 Sales Force Automation freshworks Marketing Automation $ Configure, Price & Quote A Neo Platform Freddy Al Sales & Marketing S WOO Ecommerce integrations Ⓒ2023 Freshworks Inc. All rights reserved. 53#42Sales and Marketing products complement our customer service solutions in a large TAM freshworks 2022 TAM(1) $32B 2022-2026 TAM CAGR (1) 15% ARR(2) $25M Target Persona CRO CMO Growth Rate (2) Less than 10% Customers >$5K ARR(2) 1,114 (1) Source: Gartner. Sales includes Sales Execution & SFA, Partner Relationship Management (PRM), Configure-Price- Quote (CPQ), Sales Enablement, Sales Performance Management, Sales Engagement, Price Optimization and Customer Success Management. Marketing includes B2B Marketing Automation, Account Based Marketing, MultiChannel marketing, AdTech, Digital Asset Management and Loyalty Management. (2) ARR, ARR YOY growth rate and customer count are as of Q2-23. Sales & Marketing Ⓒ2023 Freshworks Inc. All rights reserved. 54#43Unified CRM to accelerate growth Sales Automation freshworks Marketing Automation Freddy Al Freshsales Suite Unified CRM On UCR E-commerce Integrations S Woo 2023 Generative Al Enhancements Highly Personalized Experiences FUTURE Sales & Marketing Conversational Commerce Ⓒ2023 Freshworks Inc. All rights reserved. 55#44ALADDISON LEE About Customer Addison Lee is an on-demand ride service based in the UK and available in 350 cities worldwide. Every year, Addison Lee transports over 10 million passengers each year in London alone. freshworks CASE STUDY Addison Lee hits the brakes on legacy CRM and selects Freshworks Business Challenge A disjointed set of customer management and communication systems caused low agent productivity. Sales and Support teams lacked a unified view of users across the customer lifecycle. Incumbent System: Replaced with: Freshservice Land Freshdesk The Solution Building upon their positive experience with Freshservice for many years, Addison Lee improved their sales and support processes by using Freshsales, Freshdesk, Freshmarketer as an integrated solution for their GTM teams. Salesforce Freshchat Freshcaller Sales & Marketing Freshsales Freshmarketer Expand Ⓒ2023 Freshworks Inc. All rights reserved. 56#45Product Demo - Sales & Marketing Mukesh Mirchandani SVP Global Solution Engineering freshworks Payal Patel Director Solution Engineering Ⓒ2023 Freshworks Inc. All rights reserved. 57#46Strategy for Durable Growth freshworks © 2023 Freshworks Inc. All rights reserved. 63#47Our growth drivers 1 Unique GTM designed to efficiently serve the Fortune 5 Million SMB opportunity remains large 3 Large customers are increasingly turning to Freshworks 4 Significant opportunity to expand with our existing customers Al and Neo amplify our value proposition 5 freshworks Ⓒ2023 Freshworks Inc. All rights reserved. 64#481 Unique GTM designed to efficiently serve the Fortune 5 Million freshworks © 2023 Freshworks Inc. All rights reserved. 65#49We have 3 sales motions to drive a high velocity business Efficient Inbound Sales Motion Online search, web traffic, trials, paying customers 45% of new business ARRO) freshworks dud Growing Field Sales Motion Deeper coverage for our largest customers 30% of new business ARRO) (1) Note: Data based on the average new business ARR of last four quarters ending with Q2-23. Scaling Partner Ecosystem Enable Partners to build a profitable business 25% of new business ARRO) Ⓒ2023 Freshworks Inc. All rights reserved. 66#50Efficient inbound sales motion serves businesses of all sizes Multiple acquisition sources Low-touch, sales-assist freshworks Intuitive, DIY Products sod Frictionless Buyer Experience Transparent Pricing Easy Trial (1) Data is year-to-date through August 2023. Thousands of monthly trials Majority sourced from non-paid channels High velocity business 80% of SMB accounts close within 30 days (₁) Low cost of sales Due to India operations Predictable business Consistent linearity Ⓒ2023 Freshworks Inc. All rights reserved. 67#51Growing field sales motion provides local customer coverage Seattle, WA San Mateo, CA Denver, CO ΝΑ EMEA 44% of Revenue 39% of Revenue Q2-23 Q2-23 Average time to close ~5 months, average deal size $18K (1) freshworks London Utrecht Closed 17 $100K+ deals in Q2-23, up over 50% YOY Paris APAC & ROW 17% of Revenue Q2-23 Berlin (1) Average time to close and average deal size are as of Q2-23. Bengaluru Hyderabad Chennai Singapore Melbourne Sydney Ⓒ2023 Freshworks Inc. All rights reserved. 68#52Our partner ecosystem supports our strategy of moving upmarket Robust Ecosystem ΝΑ 110 freshworks 400+ Partners EMEA APAC & ROW 110 180 ● Refreshed partner program this year Partners are now winning bigger deals with us: In Q2-23, partner sourced new business grew 37% YOY Partners generate 25% of our new business (1) (1) Data based on the average new business ARR of last four quarters ending with Q2-23. In H1, partners closed 11 large customers (>$100K ARR) Ⓒ2023 Freshworks Inc. All rights reserved. 69#53Changes to GTM are driving business impact Separation of new business & expansion Record field new business in H1-23 freshworks Focus on larger deals Highest number of large deals signed in Q2-23 in company history New leadership Senior leaders across GTM and supporting functions are driving growth Ⓒ2023 Freshworks Inc. All rights reserved. 70#542) SMB opportunity remains large freshworks © 2023 Freshworks Inc. All rights reserved. 71#55Millions of SMBs need to adopt Al and automation to compete freshworks > 332M SMBs worldwide in 2021 (1) > 1.2M SMBs with 10+ employees in the USA alone (2) $23B TAM and growing fast (3) (1) Source: Statista, Estimated number of small and medium sized enterprises (SMEs) worldwide from 2000 to 2021. Source: United States Census Bureau 2020 SUBS Annual Data Tables by Establishment Industry Source: Gartner and Activate Consulting. Represents TAM for SMBS as of 2022. Ⓒ2023 Freshworks Inc. All rights reserved. 72#56Strong track record of solving the needs of SMBs CAGR 2019 to Q2-23 15% freshworks 31,700 2019 SMB Customers using Freshworks 38,700 2020 44,900 2021 50,200 2022 51,700 Q2-23 Note: Above data is as of Q2-23. SMB customers >51,700 Avg.deal size $2K ARR Avg. time to close 25 days Payback period ~10 months Served out of India Ⓒ2023 Freshworks Inc. All rights reserved. 73#57PLG 2.0 project to supercharge our SMB business freshworks Product Discovery Sign-up and Adoption Conversion & Expansion Expanding content sources to acquire new leads; optimizing SEO strategy Experimenting with personalized sign up, revised tutorials, and proactive customer assistance to accelerate time to value Revamping post 30-day onboarding; using in-product nudges to encourage product discovery, cross-sell and upsell Ⓒ2023 Freshworks Inc. All rights reserved. 74#58SMBs trust us to transform and compete in digital-first world BLUE RAVEN SOLAR About the company Blue Raven Solar is one of the fastest growing residential solar companies in the U.S based out of Salt Lake City. Problem we solved A homegrown CRM and other point solutions used across teams were hard to maintain and made it challenging to scale support and processes. Freshworks products used: Freshdesk Land freshworks Freshservice Expand About the company Employee Retention Credit (ERC) Specialists are tax experts dedicated to maximizing credits for U.S. businesses affected by COVID-19. ERC specialists Problem we solved Spreadsheets and email slowed down employee and customer support, wasting time of 200 employees. Freshworks products used: Freshdesk Land Freshservice Expand JW PEPPER About the company J. W. Pepper & Son, Inc. is a privately owned American sheet music retailer based in Pennsylvania. Problem we solved Customer and IT support teams found Jira's knowledge base and workflow automation to be insufficient. Freshworks products used: Freshdesk Land Freshservice Expand Ⓒ2023 Freshworks Inc. All rights reserved. 75#593 Large companies are turning to Freshworks freshworks © 2023 Freshworks Inc. All rights reserved. 76#60Freshworks delivers against the pain points large companies face Solutions that require long implementation cycles that take months or years Fast time to value freshworks $ High cost solutions that require expensive consultants or significant IT resources to deploy and maintain ½ the TCO or less Complex solutions that require specialized skills and knowledge for employees to do their jobs Easy to use, easy to train Siloed apps with clunky integrations that hinder employee productivity Unified Solution Ⓒ2023 Freshworks Inc. All rights reserved. 77#61Larger companies are adopting Freshworks Mid Market & Enterprise Customers using Freshworks CAGR 2019 to Q2-23 16% freshworks 8,200 2019 13,800 Q2-23 We are winning more Mid Market and Enterprise customers than ever before • 759 new customers landed in Q2-23, 30% YOY growth • 215 of G2000 have at least one deployment $50K+ ARR Customers ● 2,186 customers • 33% YoY growth . 46% of ARR Note: Above data is as of Q2-23. $100K+ ARR Customers • 855 customers • 37% YoY growth • 30% of ARR Ⓒ2023 Freshworks Inc. All rights reserved. 78#62COHERENT About Customer Coherent Corp. (NYSE: COHR) is a global leader in materials, networking, and lasers for the industrial, communications, electronics, and automotive technology industries with over $5 Billion in annual revenue. freshworks CASE STUDY Coherent leaves legacy system behind to increase work efficiency with Freshservice Business Challenge Coherent is comprised of two distinct sectors: Commercial and Aerospace Defense. Collaborating effectively between these segments presented unique challenges due to their parallel yet separate operations governed by data access laws. Incumbent System: Replaced with: The Solution Coherent selected Freshservice for of its ability to separate sector instances while acting as a single, easy to use platform for all employees. Our ability to fulfill major incident management and employee onboarding needs helped us win the business over an incumbent. ServiceNow Freshservice Ⓒ2023 Freshworks Inc. All rights reserved. 79#634 freshworks Opportunity to expand our existing customers © 2023 Freshworks Inc. All rights reserved. 80#64Our largest customers already use multiple Freshworks offerings freshworks Top 20 Customers Customer 1. Financial Services 2. IT Infrastructure & services 3. Telecommunications 4. IT Infrastructure & services 5. Financial Services 6. Retail 7. Entertainment 8. Retail 9. Entertainment 10. Telecommunications 11. Financial Services 12. Retail 13. IT Infrastructure & services 14. Telecommunications 15. Financial Services 16. Entertainment 17. Financial Services 18. Hospitality 19. IT Infrastructure & services 20. Business Services Customer Service ✓ ✓ ✓ IT & Employee Service ✓ Note: Top 20 customers by total ARR as of June 30, 2023. ✓ ✓ ✓ Sales & Marketing ✓ Ⓒ2023 Freshworks Inc. All rights reserved. 81#65We have multiple expansion paths with our customers Pricing & Plans • Rationalize discounts Pricing adjustments to reflect value freshworks Add-on SKUS Freddy Al Copilot $29 per agent Agent Addition 26% CAGR 2019 to Q2-23 (1) Data from December 2022 to June 2023. Bots $100 for 1,000 Freshbots sessions New Products 20% of new IT customers are buying Freshservice for Business Teams agents along with IT (1) Ⓒ2023 Freshworks Inc. All rights reserved. 82#66iQor About Customer iQor is a business process outsourcing company operating 40 call centers in NoAm, Europe, and Asia with 40,000 employees and $16B in annual revenue. freshworks CASE STUDY iQor increases business efficiency as it expands to multiple Freshworks products Business Challenge Manually managing email inboxes for their internal support system slowed down employee service management across IT, HR, Finance teams. Incumbent System: Replaced with: Freshservice Land The Solution Freshservice integrated with existing systems and quickly helped automate support across business teams and adding Freshchat and Freshcaller later improved collaboration. Now iQor is beta testing Freddy Al to further enhance business efficiency. Homegrown solution Freshchat Freshcaller Expand Freddy Al Ⓒ2023 Freshworks Inc. All rights reserved. 83#675 freshworks Al and Neo amplify our value proposition © 2023 Freshworks Inc. All rights reserved. 84#68Our Freddy Al resolves millions of inquiries >220M Interactions assisted by Freddy Self Service (1) 1,000+ Customers assisted by Freddy Copilot (1) freshworks "We adopted Freshworks' Freddy omnibot platform for a highly automated and personalized customer experience. We have been using it for a year and can confidently say that we have accomplished most of what we had in mind." Vishal Gupta, Head of Product at PhonePe >20M Times Gen Al was used to increase agent productivity (1) (1) Data is as of Q2-23. Ⓒ2023 Freshworks Inc. All rights reserved. 85#69Al is a tailwind for Freshworks Agent Software Agent Labor Costs freshworks Customer Savings Al Software Agent Software Agent Labor Costs Freshworks Software Costs Customer Agent Costs Customers see value from: • Improved agent productivity • Lower labor costs • Better outcomes We capture value from: • Per seat license upcharge (Freddy Copilot) • Consumption-based bot pricing (Freddy Self Service) Ⓒ2023 Freshworks Inc. All rights reserved. 86#70Neo Platform is a force multiplier freshworks 1 Shared platform services enable faster innovation Neo Platform 2 Marketplace Apps for interoperability and extensibility 3 Al services power Freddy Insights across products Ⓒ2023 Freshworks Inc. All rights reserved. 87#71Our growth drivers 1 Unique GTM designed to efficiently serve the Fortune 5 Million SMB opportunity remains large 3 Large customers are increasingly turning to Freshworks 4 Significant opportunity to expand with our existing customers Al and Neo amplify our value proposition 5 freshworks Ⓒ2023 Freshworks Inc. All rights reserved. 88#72Break freshworks Ⓒ2023 Freshworks Inc. All rights reserved. 89#73Customer Spotlight Paddy Rathinam Chief Revenue Officer Prakash Ramamurthy Chief Product Officer freshworks © 2023 Freshworks Inc. All rights reserved. 90#740 Jacen Cabading Customer Experience Manager Monos: freshworks#75] David Harrington IT and Asset Management Director SONY MUSIC freshworks#76Pradeep Singh Infrastructure and Operations Vice President databricks freshworks#77Financial Overview Tyler Sloat Chief Financial Officer freshworks © 2023 Freshworks Inc. All rights reserved. 94#78Business model highlights Delivering Durable Revenue Growth • 2 products at scale • Serving SMB to lower enterprise, globally • Larger deals with continued land and expand strategy freshworks Key Operating Metrics Creating Operating Leverage • Prioritizing investment to drive top line growth • Maintaining strong gross margins • Leveraging S&M, R&D, and G&A to drive margin expansion ● Net Dollar Retention Rate Maturing Financial Model • Creating a path to more than $1B in revenue • Driving current 10% FCF margin to Rule of 40 and more • Reducing SBC as % of revenue and managing dilution Customers >$5K ARR Ⓒ2023 Freshworks Inc. All rights reserved. 95#79Delivering strong and durable revenue growth ($ in millions) freshworks $600 $400 $200 $0 CAGR 2019-2023 36% $172 2019 $250 2020 $371 2021 $498 2022 Note: 2023 figures are based on the midpoint of Freshworks full year 2023 financial estimates. $591 2023E Ⓒ2023 Freshworks Inc. All rights reserved. 96#80Growth driven by 2 products at scale with growing average revenue per account (ARPA) CAGR 2019 to Q2-23 10% $4.6K 2019 $6.4K freshworks Q2-23 CS ARPA CAGR 2019 to Q2-23 19% $9.5K 2019 $17.5K Q2-23 IT ARPA CAGR 2019 to Q2-23 16% $5.4K 2019 $9.0K Q2-23 Overall ARPA ARPA Drivers • With smaller initial deal sizes for CS, ARPA growth primarily driven by expansion • IT ARPA growth primarily driven by larger initial deal sizes Ⓒ2023 Freshworks Inc. All rights reserved. 97#81Larger customers are becoming a bigger part of our business % of ARR $5K+ ARR Customers CAGR 2019 to Q2-23 26% 8,588 11,570 14,814 freshworks 17,722 19,105 2019 2020 2021 2022 Q2-23 78% 82% 85% 87% 88% $50K+ ARR Customers CAGR 2019 to Q2-23 50% 534 2019 881 1,416 1,908 2,186 2020 2021 2022 Q2-23 29% 34% 41% 44% 46% CAGR 2019 to Q2-23 56% 180 2019 $100K+ ARR Customers 18% 321 2020 22% 535 737 855 2021 2022 Q2-23 27% 29% 30% Ⓒ2023 Freshworks Inc. All rights reserved. 98#82Growth is coming from new lands for $5K+ ARR customers and expansion for larger customer cohorts freshworks $5K+ ARR Customers 12% 88% $50K+ ARR Customers 64% 36% $100K+ ARR Customers Contribution of net customer adds over TTM average 78% 22% Net Expansion New Business Ⓒ2023 Freshworks Inc. All rights reserved. 99#83As we serve larger customers, our billing mix is evolving to longer duration Mid Market & Enterprise freshworks SMB % of ARR Customer Segment 56% 44% 2019 59% 41% Q2-23 % of ARR by Billing Frequency Other Monthly Annual 14% 32% 54% 2019 10% 19% 71% Q2-23 Ⓒ2023 Freshworks Inc. All rights reserved. 100#84Our annual cohorts have delivered consistent expansion freshworks 2012 2013 2014 2015 2016 2017 2018 2019 2020 2021 The chart illustrates the total ARR of each cohort as of December 31, 2022 over the periods presented, net of contraction and churn. Each cohort represents customers who made their first purchase from us in a given year. For example, the 2022 cohort includes all customers that purchased their first subscription from us between January 1, 2022 and December 31, 2022. 2022 2022 2021 2020 2019 2018 2017 2016 2015 2014 2013 2012 Ⓒ2023 Freshworks Inc. All rights reserved. 101#85Net dollar retention continues to drive growth with meaningful upside to improve expansion 115% 2019 freshworks 111% 2020 114% 108% 107% 2022 108% Net Expansion Levers Purposeful cross-sell motion: multi-product adoption of 25% • Drive edition upgrades: opportunity to upgrade across 250K+ agents in lower plans ● Pricing for increased capabilities and value: 4% lift in Freshservice realized price per agent • New products and add-ons: new AI SKU for Copilot at $29/agent/month Churn rate: improvement to mid - high teens driven by product maturity and mix shift 2021 Q1-23 Q2-23 Net Dollar Retention Rate is calculated by taking the Ending ARR of the cohort of customers from 12 months prior divided by the Entering ARR from 12 months ago. For example, Net Dollar Retention Rate would be 110% if the ARR of our customers ending Q2-22 was $100 and the ARR of those customers grew to $110 ending Q2-23. For clarity, above Net Dollar Retention Rate numbers are "as reported" numbers, not adjusted for constant currency. Note: Unless otherwise noted, above data is as of June 30, 2023. Ⓒ2023 Freshworks Inc. All rights reserved. 102#86We are driving overall operating efficiency Non-GAAP Gross Margin Non-GAAP Operating Margin FCF Margin freshworks 80% (15%) (13%) 20% 22% 64% 8% 2019 81% (3%) 9% 19% 21% 53% 9% 2020 82% (5%) 1% 18% 20% 54% 12% 2021 82% (4%) (3%) 18% 20% 56% 11% 2022 Non-GAAP Expenses as % of Revenue 84% Notes: We believe that free cash flow is a useful indicator of liquidity as it measures our ability to generate cash from our core operations after purchases of property and equipment. See Appendix for reconciliation of all GAAP to Non-GAAP financial measures. 6% 10% 16% 17% 50% 11% H1-23 COR R&D S&M G&A Ⓒ2023 Freshworks Inc. All rights reserved. 103#87Our India operations provide a strategic advantage ● ● 4,200 employees in India, or 85% of total employees, spanning each function of R&D, S&M and G&A ● GTM responsibilities for SMB, inbound and customer support • Nearly all of product development and engineering with 1,600 employees Lower cost infrastructure allows us to scale and innovate fast freshworks O Ⓒ2023 Freshworks Inc. All rights reserved. 104#88Our financial model creates operational agility freshworks Growth Drivers • Recurring revenue provides stability and predictability ● Shorter lead time for inbound provides ability to manage spend Margin Levers • Disciplined approach to hiring $ ● GTM investments driven by efficiency of spend • Prudent discretionary spend Operational Agility Ⓒ2023 Freshworks Inc. All rights reserved. 105#892023 Financial estimates freshworks ($ in millions except for per share data) Revenue (1) Year-over-year growth Adjusting for constant currency (2) Non-GAAP income from operations (1) Non-GAAP net income per share (3) Q3-23 Est. $149.0 $151.5 16% - 18% 15% - 16% $6.0 - $9.0 $0.04 $0.06 FY 2023 Est. $587.0 $595.0 18% - 19% 18% - 20% $24.0 $32.0 $0.18 - $0.22 (1) Revenue and non-GAAP income from operations are based on exchange rates as of July 28, 2023 for currencies other than USD. See Appendix for reconciliation of all GAAP t Non-GAAP financial measures for the historical periods provided in this presentation. (2) Revenue growth rates adjusted for constant currency are based on average exchange rates in effect during the comparison period for currencies other than USD. (3) Non-GAAP net income per share was estimated assuming 300.2 million and 299.8 million weighted-average shares outstanding for the third quarter and full year 2023, respectively. Ⓒ2023 Freshworks Inc. All rights reserved. 106#90Planning to grow to the Rule of 40 and beyond freshworks Rule of 40 Revenue Growth FCF Margin 19% 10% 2023E 20% 20% 2025 Long Term Note: Rule of 40 is calculated as the sum of revenue growth and free cash flow margin. 2023 figures are based on the midpoint of Freshworks full year 2023 financial estimates. See Appendix for reconciliation of all GAAP to Non-GAAP financial measures. Ⓒ2023 Freshworks Inc. All rights reserved. 107#91More than $1 billion revenue for 2026 in our baseline plan 20% CAGR % of ARR TODAY CS: 51% IT: 44% S&M: ~5% freshworks 2026 CS: 35% IT: 60% S&M: 5% ARPA continues to increase TODAY ARPA: $9K 2026 ARPA: $14K 13% CAGR Note: Above data is as of June 30, 2023. Larger customers driving growth TODAY >$5K ARR: 19.1K >$50K ARR: 2.2K 2026 >$5K ARR: 30K+ >$50K ARR: 5K+ Ⓒ2023 Freshworks Inc. All rights reserved. 108#92We have multiple sources of upside to the baseline plan PLG 2.0 driving faster growth of SMB business impacting CS and S&M freshworks Pricing & packaging adjustments resulting in greater expansion rates Higher cross persona penetration driving expansion Al & bot monetization driving expansion Product changes in S&M driving traction & growth Broader macroeconomic stability Ⓒ2023 Freshworks Inc. All rights reserved. 109#93We are reducing SBC % and managing dilution freshworks SBC as % of Revenue Dilution 47% 2021 12% 42% 2022 5% 38% 2023 ~3% 18-20% 2026 <3% Notes: Dilution is calculated as [shares granted - shares forfeited] / weighted average shares outstanding. Post-IPO PRSUS Pre-IPO Ⓒ2023 Freshworks Inc. All rights reserved. 110#942026 Model leads to FCF margin of 20%+ freshworks Revenue Growth Non-GAAP Gross Margin R&D As a % of Revenue S&M As a % of Revenue G&A As a % of Revenue Operating Margin Free Cash Flow Margin GAAP Operating Margin 2023 19% 83% 18% 49% 11% 5% 10% (33%) 2026 20-22% 83% 17% 37-39% 9% 18-20% 20-22% 0% Notes: 2023 figures are based on the midpoint of Freshworks full year 2023 financial estimates. See Appendix for reconciliation of all GAAP to Non-GAAP financial measures. Ⓒ2023 Freshworks Inc. All rights reserved. 111#95Summary of financial strategy freshworks Durable revenue growth building toward a multi-billion dollar business Improving operating efficiency and FCF generation to achieve Rule of 40+ &! Investments driving 20% revenue growth, with potential upside Financial model combines growth with operating agility to deliver shareholder value through economic cycles Ⓒ2023 Freshworks Inc. All rights reserved. 112#96Our path to multi billion dollar scale freshworks L-- We are competing in three massive TAMS We have business momentum moving upmarket and serving larger customers Our customers are adopting multiple products as cross sell remains a large opportunity Al & automation is a tailwind to our business creating incremental monetization opportunities India provides a strategic advantage for the business Ⓒ2023 Freshworks Inc. All rights reserved. 113#97freshworks Q&A © 2023 Freshworks Inc. All rights reserved. 114#98Submit Questions [email protected] Ⓒ2023 Freshworks Inc. All rights reserved. 115#99freshworks Appendix © 2023 Freshworks Inc. All rights reserved. 116#100Definitions Customer: a unique domain or unique email address with at least one more more paid subscriptions to one or more of our products ARPA: annual revenue per account ARR: annual recurring revenue CAGR: compounding annual growth rate TTM: trailing twelve months SMB: companies with 250 or fewer employees Mid market & enterprise: companies with more than 250 employees FCF: free cash flow is net cash provided by operating activities, less purchases of property and equipment and capitalized internal-use software. SBC: stock based compensation freshworks Note: Numbers rounded for presentation purposes and may not foot. Ⓒ2023 Freshworks Inc. All rights reserved. 117#101Use of Non-GAAP Measures In addition to the U.S. generally accepted accounting principles ("GAAP") financials, this presentation includes certain non- GAAP financial measures, including non-GAAP income (loss) from operations, non-GAAP gross profit, non-GAAP cost of revenue, non-GAAP operating expenses, and free cash flow. This presentation also includes certain non-GAAP metrics, including annual recurring revenue, average revenue per account, net dollar retention rates, revenue growth rates and related presentation thereof with adjustments for constant currency. We use these non-GAAP measures in conjunction with GAAP measures as part of our overall assessment of our performance, including the preparation of our annual operating budget and quarterly forecasts, to evaluate the effectiveness of our business strategies and to communicate with our board of directors concerning our financial performance. We believe these non-GAAP measures provide investors consistency and comparability with our past financial performance and facilitate period-to-period comparisons of our operating results. We believe these non-GAAP measures are useful in evaluating our operating performance compared to that of other companies in our industry, as they generally eliminate the effects of certain items that may vary for different companies for reasons unrelated to overall operating performance. Investors, however, are cautioned that there are material limitations associated with the use of non-GAAP financial measures as an analytical tool. The presentation of these non-GAAP financial measures is not intended to be considered in isolation or as a substitute for, or superior to, financial information prepared and presented in accordance with GAAP. The non-GAAP measures we use may be different from non-GAAP financial measures used by other companies, limiting their usefulness for comparison purposes. We compensate for these limitations by providing specific information regarding the GAAP items excluded from these non-GAAP financial measures. Please see the appendix for a reconciliation of the non-GAAP financial measures used in this presentation to the most directly comparable GAAP financial measures. freshworks Ⓒ2023 Freshworks Inc. All rights reserved. 118#102GAAP to non-GAAP Reconciliations Revenue ($ in millions) GAAP Revenue YOY Growth rates Add: Effects of foreign currency rate fluctuations Revenue adjusted for constant currency(¹) YOY Growth rates - constant currency freshworks Q2-22 $121.4 37% $2.6 $124.0 40% Q3-22 $128.8 33% $3.4 $132.2 37% Q4-22 $133.2 26% $3.9 $137.1 30% (1) Revenue growth rates adjusted for constant currency are based on average exchange rates in effect during the comparison period for currencies other than USD. 2023 financial data reflects unaudited results as of June 30, 2023. Q1-23 $137.7 20% $3.5 $141.2 23% Q2-23 $145.1 19% $1.2 $146.3 20% Ⓒ2023 Freshworks Inc. All rights reserved. 119#103GAAP to non-GAAP Reconciliations Cost of revenue ($ in millions) GAAP cost of revenue Less: stock-based compensation expense - employee awards Less: employer taxes and employee stock transactions Less: amortization of acquired intangibles Non-GAAP cost of revenue GAAP cost of revenue as a percentage of revenue Non-GAAP cost of revenue as a percentage of revenue freshworks 2019 $36.5 (1.2) $35.3 21% 20% Note: Numbers rounded for presentation purposes and may not foot. 2020 $52.5 (3.9) $48.6 21% 19% 2021 $78.0 (5.6) (0.3) (3.9) $68.2 21% 18% 2022 $95.8 (7.0) - (1.2) $87.5 19% 18% H1-23 $50.1 (3.4) (0.1) (0.2) $46.4 18% 16% Ⓒ2023 Freshworks Inc. All rights reserved. 120#104GAAP to non-GAAP Reconciliations Gross profit ($ in millions) GAAP gross profit Add: stock-based compensation expense - employee awards Add: employer taxes and employee stock transactions Add: amortization of acquired intangibles Non-GAAP gross profit GAAP gross margin Non-GAAP gross margin freshworks 2019 $135.9 T 1.2 $137.1 79% 80% Note: Numbers rounded for presentation purposes and may not foot. 2020 $197.2 3.9 $201.0 79% 81% 2021 $293.0 5.6 0.3 3.9 $302.8 79% 82% 2022 $402.2 7.0 - 1.2 $410.5 81% 82% H1-23 $232.7 3.4 0.1 0.2 $236.3 82% 84% Ⓒ2023 Freshworks Inc. All rights reserved. 121#105GAAP to non-GAAP Reconciliations Operating expenses ($ in millions) GAAP sales and marketing Less: stock-based compensation expense - employee awards Less: employer taxes and employee stock transactions Less: amortization of acquired intangibles Non-GAAP sales and marketing GAAP sales and marketing as percentage of revenue Non-GAAP sales and marketing as percentage of revenue ($ in millions) GAAP sales and marketing Less: stock-based compensation expense - employee awards Less: employer taxes and employee stock transactions Less: amortization of acquired intangibles Non-GAAP sales and marketing GAAP sales and marketing as percentage of revenue Non-GAAP sales and marketing as percentage of revenue freshworks 2019 $111.1 (0.1) (0.3) $110.7 64% 64% Q1-22 $71.5 (12.5) 0.5 (0.1) $59.3 62% 52% 2020 $133.3 (0.4) $132.9 53% 53% Q2-22 $90.0 (15.0) (0.7) (0.1) $74.2 74% 61% Note: Numbers rounded for presentation purposes and may not foot. Q3-22 $86.9 (16.6) (0.7) (0.1) $69.4 67% 54% 2021 $260.3 (53.2) (4.6) (0.4) $202.2 70% 54% Q4-22 $94.8 (20.1) (0.3) (0.1) $74.3 71% 56% 2022 $343.2 (64.3) (1.3) (0.4) $277.2 69% 56% Q1-23 $86.8 (15.8) (0.6) (0.1) $70.4 63% 51% H1-23 $174.8 (33.0) (1.0) (0.1) $140.6 62% 50% Q2-23 $88.0 (17.3) (0.4) $70.2 61% 48% Ⓒ2023 Freshworks Inc. All rights reserved. 122#106GAAP to non-GAAP Reconciliations Operating expenses ($ in millions) GAAP research and development Less: stock-based compensation expense - employee awards Less: employer taxes and employee stock transactions Non-GAAP research and development GAAP research and development as percentage of revenue Non-GAAP research and development as percentage of revenue ($ in millions) GAAP general and administrative Less: stock-based compensation expense - employee awards Less: employer taxes and employee stock transactions Less: acquisition-related expenses Non-GAAP general and administrative GAAP general and administrative as percentage of revenue Non-GAAP general and administrative as percentage of revenue freshworks 2019 $38.6 (0.2) $38.4 22% 22% 2019 $15.9 (1.3) $14.6 9% 8% Note: Numbers rounded for presentation purposes and may not foot. 2020 $69.2 (15.9) $53.2 28% 21% 2020 $50.8 (27.4) (0.3) 20% 9% 2021 $120.4 (45.2) (1.2) $74.1 32% 20% 2021 $117.0 (69.5) (2.7) $44.8 32% 12% 2022 $135.5 (36.4) 0.1 $99.2 27% 20% 2022 $156.8 (99.9) (0.6) $56.4 31% 11% H1-23 $67.0 (19.0) (0.2) $47.8 24% 17% H1-23 $82.2 (49.4) (0.5) $32.3 29% 11% Ⓒ2023 Freshworks Inc. All rights reserved. 123#107GAAP to non-GAAP Reconciliations Income (loss) from operations ($ in millions) GAAP income (loss) from operations Add: stock-based compensation expense - employee awards Add: employer taxes and employee stock transactions Add: amortization of acquired intangibles Add: acquisition-related expenses Non-GAAP income (loss) from operations GAAP operating margin Non-GAAP operating margin freshworks 2019 ($29.7) 0.3 1.4 1.3 2020 ($56.1) Note: Numbers rounded for presentation purposes and may not foot. 43.3 0.3 ($26.6) ($8.3) (17%) (22%) (15%) (3%) 4.3 2021 ($204.8) 173.4 8.8 4.3 ($18.3) (55%) (5%) 2022 ($233.4) 207.7 1.8 1.6 ($22.3) (47%) (4%) H1-23 ($91.4) 104.9 1.8 0.3 I $15.6 (32%) 6% Ⓒ2023 Freshworks Inc. All rights reserved. 124#108GAAP to non-GAAP Reconciliations Free cash flow ($ in millions) Net cash provided by (used in) operating activities Less: purchases of property and equipment Less: capitalized internal-use software Free cash flow Net cash provided by (used in) investing activities Net cash (used in) financing activities freshworks Q1-22 Q2-22 Q3-22 ($6.8) ($4.2) ($2.0) ($1.9) ($1.4) ($1.1) ($10.2) ($7.2) $4.8 ($140.2) ($123.8) ($13.4) ($11.6) $1.4 ($1.4) ($1.3) ($1.4) ($25.6) ($120.0) ($11.3) Note: Numbers rounded for presentation purposes and may not foot. Q4-22 Q1-23 $7.2 $11.5 ($1.8) ($0.4) ($1.3) ($2.0) $4.0 $9.1 Q2-23 $19.9 ($0.3) ($1.5) $18.1 $41.3 $2.8 ($12.4) ($11.0) Ⓒ2023 Freshworks Inc. All rights reserved. 125#109GAAP to non-GAAP Reconciliations Free cash flow ($ in millions) Net cash provided by (used in) operating activities Less: purchases of property and equipment Less: capitalized internal-use software Free cash flow Free cash flow margin Net cash provided by (used in) investing activities Net cash (used in) financing activities freshworks 2019 ($8.2) ($11.5) ($3.3) ($23.0) (13%) ($148.9) $150.2 2020 $32.5 ($4.4) ($4.6) $23.5 9% ($11.4) ($1.9) Note: Numbers rounded for presentation purposes and may not foot. 2021 $11.5 ($5.6) ($3.6) $2.3 1% ($420.3) $1,058.4 2022 ($2.5) ($7.1) ($5.1) ($14.7) (3%) ($284.8) ($156.0) H1-23 $31.4 ($0.7) ($3.5) $27.2 10% $44.1 ($23.4) Ⓒ2023 Freshworks Inc. All rights reserved. 126