I am not speaking on behalf of the company, but as an individual who has worked from the beginning of the inception.I was the 6th employee, 1st QA/Presales/Support/Customer success of Freshdesk. Even during our non-funding days, we wanted to focus on building a good product with a really good UI/UX. We understood that any product which has a better UI/UX, will sell from anywhere. We didnt focus too much on whether we are selling to Teams in India or US or any other locale. I still remember when I went on calls or Demos with Nilmoni from IQEcommerce (Way back in June 2011) and a few startups folks,when we showed them the usability factors. We never focused on the features, which is basic in all systems, Email/Tickets or Social etc. We would focus on user stories and How Freshdesk would address and prospects liked our way of addressing these concerns. Before jumping on Demos, we would listen to their pain points and ensure that we address them during our demos and just now talk about features. We found that many existing tools were making Agents click 4 or 5 times to Reply or Making Comments public by default (Just a few examples) and I would show them How FD can address these things with better usability factor here and there. And then we started building some bigger Demos for Ecommerce or Education - Vertical based Demos. This started picking up and we started doing the same for Mid-market and Enterprise prospects. We would do Departmental usage and identified the bottle necks and addressed them in each module in Freshdesk. Then, we started to notice some of our FD customers were using for internal use cases and it made sense we started to cater for internal Tickets/Service Desk, thus Freshservice got in and thus branching out.
Main point I am trying to make it, we need to study the product usage and address those use case accordingly. Customers are always looking for a better alternatives and tools which solve their real world problem and do not care much about the geography or number of products we have or sell. In all my entire life in Freshdesk, no customer has asked me, Oh you guys are in India - How will you support us or I see you have so many products, How will you support us Please do not mistake me or take my response as a reply the org might share, but this is purely my experience. I am sure girish would be happy to share thoughts too. This is my very own personal experience and hope it helps
[Edit] FYI, I didnt want to engage in any discussion about product traction or feedback, but an honest response from one of the employees who felt the need to bring in more product diversity and about traction - http://blog.freshsales.io/meet-our-100th-customer/