Freshworks CRM Overview

What is Freshworks CRM?

Freshworks CRM software makes it easy for businesses of all sizes to attract, manage, close, and nurture their leads. With a highly intuitive UI and a powerful feature set including built-in phone and email, AI-based lead scoring, visual deal pipeline, intelligent workflow automations, and customizable visual reports and dashboards, Freshworks CRM gives businesses everything they need to manage and scale their sales without having to juggle multiple tools. Freshworks CRM is GDPR compliant and has several GDPR specific features and enhancements. The Freshworks CRM marketplace currently hosts over 75 apps that can be seamlessly integrated with it to enhance productivity.

Some of the key features in Freshworks CRM include:

* Built-in phone and email
* Two-way Email Sync
* AI-based lead scoring
* Workflow automation
* Visual sales pipeline
* iOS and Android Apps

The built-in email with two-way email sync ensures that sales reps never have to leave the CRM to access their email inbox. Email tracking features enable users to know when and how many times an email was opened, or a link was clicked on. Users can also create personalized sales campaigns using email templates. Insightful email metrics helps users understand which emails are performing well and which aren’t.

Freshworks CRM comes with a built-in phone powered by Freshcaller which enables direct calling with a simple click on a contact’s phone number. Users can set up buy local numbers, enable call recording, and set up IVRs in a matter of minutes. Users can also add notes, schedule tasks, as well as make appointments.

The 360-degree view gives users in-depth customer insights on prospects allow users to plan relevant conversations and keep track of touchpoints using the activity timeline. Freshworks CRM collects data and segments activities based on a contact’s behavior. Users can get perspective on leads with advanced lead scoring, and prioritize important follow-ups.

The visual sales pipeline provides complete visibility of deals across various stages. Users can sort and filter by close dates, helping to make more guided decisions for climbing up the sales ladder. The drag and drop navigation enables users to move deals across the sales pipeline into any stage.

Visual sales reports and revenue analytics monitor sales progress and identify successful campaigns by source, sales rep, territory, and more. Freshworks CRM mobile apps for iOS and Android lets users access deals while on-the-move and stay up-to-date on prospects at all times.

Freshworks CRM Overview

Pricing

Starting from
US$29.00/month

Pricing options

Free Trial
Free
Subscription
Value for money

SPROUT: Free for Unlimited Users

Growth: $29/user/month billed annually

Pro: $69/user/month billed annually.

Enterprise: $125/user/month - billed annually.

FOREST: $79/user/month - billed annually, $99 month-to-month.


Freshworks CRM Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, India and 3 others, Germany, Brazil, Mexico
Supported Languages
Chinese (Traditional), Dutch, English, French, German and 5 others, Italian, Polish, Portuguese, Russian, Spanish

Media

Activities Dashboard
Contacts List
Contacts Landing Page
Activity Timeline
Built-in Phone Dialer
Admin Settings Dashboard
Deals Page
Freddy AI Next Best Action Recommendations
Freddy AI Deal Insights
Sales Dashboard
Freshworks CRM video Freshworks CRM screenshot: Activities Dashboard Freshworks CRM screenshot: Contacts List Freshworks CRM screenshot: Contacts Landing Page Freshworks CRM screenshot: Activity Timeline Freshworks CRM screenshot: Built-in Phone Dialer Freshworks CRM screenshot: Admin Settings Dashboard Freshworks CRM screenshot: Deals Page Freshworks CRM screenshot: Freddy AI Next Best Action Recommendations Freshworks CRM screenshot: Freddy AI Deal Insights Freshworks CRM screenshot: Sales Dashboard

Freshworks CRM Reviews

Freshworks CRM Reviews

Overall rating
4.7
/
5
Excellent
335

Very good
96

Average
17

Poor
3

Terrible
5

Value for Money
4.6
Features
4.5
Ease of Use
4.6
Customer Support
4.6
95% recommended this app
Paul W.

Easy On-boarding and setup, fast support.

We are too big for no CRM, but not big enough to implement the HubSpot and Salesforce CRMs of the world. We tried those systems thinking we needed the features and analytics, but the spend and maintenance for those systems are too high. Freshsales, Freshchat, Freshmarketer, and Freshdesk make a seriously well priced and powerful system full of the features we need to produce the right results: a good relationship with customers.

Freshworks' customer support is spot on. It seems no matter when I need help, they are less than a few minutes away from a solution. Freshchat is king! We've even deployed the same support structure on our website (Freshchat) and lead conversion has gone way up. It's nice to see a company have a product good enough to use themselves. I also like being able to achieve the same results for my customers as Freshworks has produced for me without major customizations.


Maciej N.

Great CRM for consultants

I work alone. The software meets my needs in helping me track my interactions with clients. What I like in CRM system is it's easily accessible and quick to use, so it does not slow down my activities, but instead helps me be more productive. And Freshsales does that well.


Kyrstin L.

Powerful integration tools!

Over all I think FreshSales has been an amazing addition to our company. We have easy access to customer accounts. We can creat tickets from FreshSales right into FreshDesk.


Verified Reviewer

Lots of issues w/ CRM migration + bugs

Overall very disappointed - we have had expensive downtime for our sales team, actual downtime from our customers not being able to use our software due to their tracking snippet and hours spent going back and forth with their support team not getting to a resolution. Amazing they have raised so much money and have not been able to address these issues. Doesn't feel like a production ready software product.


John T.

Beware fraudulent billing practices at Freshworks!

Freshworks billing is borderline fraudulent. I had to contact my cc company and cancel my card to fight a charge they refuse to change. Auto bill is enabled on the account by default. The day of the annual renewal which I was unaware had arrived, our card was billed for the entire year in advance. We had wanted to change our plan and move to a month by month billing for a single user. After 3-4 calls a week to their billing department and 2 open tickets with their billing support portal I finally got a response from a rep, via email 24 days later. [SENSITIVE CONTENT HIDDEN] stated they don’t provide refunds. I was incensed as I charged without my approval for a service I didn’t want and reached out less than 12 hours after they charged my card. Unfortunately I had to fight their billing through my bank. Beware doing business with Freshworks, for any of their applications.


Paul W.
Industry: Computer Software
Company size: 11-50 Employees

Easy On-boarding and setup, fast support.

Used Daily for 1-5 months
Reviewed on 31/01/2019
Review Source: Capterra

We are too big for no CRM, but not big enough to implement the HubSpot and Salesforce CRMs of the world. We tried those systems thinking we needed the features and analytics, but the spend and maintenance for those systems are too high. Freshsales, Freshchat, Freshmarketer, and Freshdesk make a seriously well priced and powerful system full of the features we need to produce the right results: a good relationship with customers.

Freshworks' customer support is spot on. It seems no matter when I need help, they are less than a few minutes away from a solution. Freshchat is king! We've even deployed the same support structure on our website (Freshchat) and lead conversion has gone way up. It's nice to see a company have a product good enough to use themselves. I also like being able to achieve the same results for my customers as Freshworks has produced for me without major customizations.

Pros

I was able to easily onboard to this system from HubSpot and Salesforce. The features in this system just work. You expect something to operate in a certain way, and it just does. Mail and calendar integration is super easy and really responsive (I used both Office 365 and Google Integrations). I love email templates and sales campaigns, they make working with leads and customers so easy and are not tucked away in a corner.

The UX is much better than other systems, which means my salespeople are more likely to use the CRM, which is a common problem among salespeople and CRM systems.

Cons

Freshsales is right-sized for us. It lacks some of the major enterprise features of bigger CRMs; but you also don't have too many features right in the way.

I'm not a huge fan of the field paging UI on leads, deals, accounts, and contacts. I get that it makes it so you can add as many fields as you want, but it's hard to navigate and organize my screen just the way I like it. I resorted to using the Edit screen though, even when I'm not necessarily editing and that works well enough. Definitely not a big deal compare to all the other awesome features.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Maciej N.
Industry: Financial Services
Company size: Self Employed

Great CRM for consultants

Used Daily for 6-12 months
Reviewed on 12/02/2020
Review Source: Capterra

I work alone. The software meets my needs in helping me track my interactions with clients. What I like in CRM system is it's easily accessible and quick to use, so it does not slow down my activities, but instead helps me be more productive. And Freshsales does that well.

Pros

Pros are numerous - some of them are:
- integration with Exchange/Gmail for incoming mail,
- many plans to choose from,
- intuitive and easy to use,
- good mobile app

Cons

Not many cons. What I would like to see are more integrations. Especially with Todoist for task management (I've been using Todoist for years and it is just the most accessible and streamlined task management app).

I am not fully happy with the quality of customer support, but maybe I was just a bad luck (I do not require much of support).

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Kyrstin L.
Industry: Machinery
Company size: 11-50 Employees

Powerful integration tools!

Used Daily for 6-12 months
Reviewed on 22/09/2020
Review Source: Capterra

Over all I think FreshSales has been an amazing addition to our company. We have easy access to customer accounts. We can creat tickets from FreshSales right into FreshDesk.

Pros

I love how I can integrate my other FreshWorks software as well as quickbooks. I can seamlessly maneuver the website and find the information I need for the most part.

Cons

I wish there was a place to put the customers address right on the front part of their account. We have customers all over the globe and it can sometimes be bothersome to find the customers time zone or simply address to ship their orders.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Verified Reviewer
Industry: Renewables & Environment
Company size: 2-10 Employees

Lots of issues w/ CRM migration + bugs

Used Daily for 1-5 months
Reviewed on 8/03/2019
Review Source: Capterra

Overall very disappointed - we have had expensive downtime for our sales team, actual downtime from our customers not being able to use our software due to their tracking snippet and hours spent going back and forth with their support team not getting to a resolution. Amazing they have raised so much money and have not been able to address these issues. Doesn't feel like a production ready software product.

Pros

Liked the featureset and price and the fact that they promised full migration support from our previous CRM. Unfortunately it did not turn out as advertised.

Cons

During the sales process I was told that they would provide full service assistance with migrating us from a previous CRM and this was a big reason why we picked Freshsales after a through search across the options in the market. They told us it would be completed by a certain date and then missed the deadline - my sales team had no CRM for over a week and was logging all their notes in spreadsheets! Then when the incomplete data showed up, we were missing the dates of actions along with whole categories of actions. I'm writing this 5mo later and after working with multiple support personnel from Freshsales this is still not resolved. We've also had issues with bugs in the software including their snippet which tracks website actions blocking folks from being able to login to our software 2x. Twice we've had slow performance on our web app reported (we run a software company) and our engineering team has troubleshot and pinpointed the Freshsales snippet as the source of the problem. The call feature with call recording is not usable with customers reporting choppy connection / poor connection on over 50% of calls. Numerous small bugs found in the software that affect usabiilty. We build software and it's very clear that they need improvements to their software testing process and less overpromising from their support team.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 2.0/10

John T.
Industry: Consumer Services
Company size: 11-50 Employees

Beware fraudulent billing practices at Freshworks!

Used Daily for 1+ year
Reviewed on 20/10/2020
Review Source: Capterra

Freshworks billing is borderline fraudulent. I had to contact my cc company and cancel my card to fight a charge they refuse to change. Auto bill is enabled on the account by default. The day of the annual renewal which I was unaware had arrived, our card was billed for the entire year in advance. We had wanted to change our plan and move to a month by month billing for a single user. After 3-4 calls a week to their billing department and 2 open tickets with their billing support portal I finally got a response from a rep, via email 24 days later. [SENSITIVE CONTENT HIDDEN] stated they don’t provide refunds. I was incensed as I charged without my approval for a service I didn’t want and reached out less than 12 hours after they charged my card. Unfortunately I had to fight their billing through my bank. Beware doing business with Freshworks, for any of their applications.

Pros

Their software has a clean design that is up to date and easy to use.

Cons

Support and billing communication were horrendous.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 0.0/10

User recommendation
9.2/10
Based on 456 user ratings
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Freshworks CRM Pricing

Freshworks CRM Pricing

Starting from
US$29.00/month
Free Trial
Free
Subscription
Value for money

SPROUT: Free for Unlimited Users

Growth: $29/user/month billed annually

Pro: $69/user/month billed annually.

Enterprise: $125/user/month - billed annually.

FOREST: $79/user/month - billed annually, $99 month-to-month.

SPROUT: Free for Unlimited Users

Growth: $29/user/month billed annually

Pro: $69/user/month billed annually.

Enterprise: $125/user/month - billed annually.

FOREST: $79/user/month - billed annually, $99 month-to-month.

Value for Money
4.6/5
Based on 456 user ratings
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Freshworks CRM Features

Freshworks CRM Features

API
Activity Dashboard
Activity Tracking
Automatic Notifications
CRM Integration
Calendar Management
Contact Management
Custom Fields
Customer Database
Customisable Branding
Customisable Reporting
Customisable Templates
Data Import/Export
Electronic Payments
Email Integration
Reminders
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Features
4.5/5
Based on 456 user ratings
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Categories

Additional information for Freshworks CRM

Additional information for Freshworks CRM

Key features of Freshworks CRM

  • 360° customer view
  • Action-oriented follow ups
  • Activity timeline
  • Advanced lead scoring
  • Appointments, tasks and notes
  • Assign phone numbers
  • Auto lead assignment
  • Auto profile enrichment
  • Automatically log calls
  • Automation
  • Behavior-based segmentation
  • Bulk actions
  • Calendar sync
  • Call history
  • Caller display
  • Click to call
  • Custom views
  • Customize sales process
  • Customized reports
  • Deal funnel view
  • Deal status, at a glance
  • Deeper analytics
  • Email metrics
  • Email scheduling
  • Email tracking
  • Email-to-lead
  • Entire conversation history
  • Filter and sort deals
  • Forward call
  • Forward emails
  • In-depth customer insights
  • Insightful email metrics
  • Lead scoring
  • Lost deal analysis
  • Mobile integration
  • Open & click notifications
  • Personalize templates
  • Personalized welcome and voicemail messages
  • Pipeline dashboard
  • Preview reports
  • Record calls
  • Revenue analytics
  • Role-based access
  • Sales campaigns
  • Sales first inbox
  • Simple drag and drop navigation
  • Smart fields
  • Tasks & appointments
  • Team segmentation
  • Territory reports
  • Visual sales pipeline
  • Visual sales reports
  • Web-to-lead
  • Website and in-app tracking

Benefits

  • Built-in phone, email, Chat and Telephony features enable users to make calls, send targeted emails, and keep in touch with prospects with a single click.

  • The 'email-to-lead' feature automatically links emails to the appropriate lead or contact’s record.

  • Users can auto-capture leads directly into Freshworks CRM whenever a visitor completes a webform.

  • Freshworks CRM' 'enrichment' feature automatically adds social information and photos to profiles.

  • The pipeline dashboard informs users on what needs to be done to move deals forward, identifies bottlenecks, and helps analyze lost deals.

  • Freshworks CRM FAQs

    Freshworks CRM FAQs

    Below are some frequently asked questions for Freshworks CRM.

    Q. What type of pricing plans does Freshworks CRM offer?

    Freshworks CRM offers the following pricing plans:

    Starting from: US$29.00/month

    Pricing model: Free, Subscription

    Free Trial: Available

    SPROUT: Free for Unlimited Users Growth: $29/user/month billed annually Pro: $69/user/month billed annually. Enterprise: $125/user/month - billed annually. FOREST: $79/user/month - billed annually, $99 month-to-month.

    Q. What are the main features of Freshworks CRM?

    Freshworks CRM offers the following features:

    • 360° customer view
    • Action-oriented follow ups
    • Activity timeline
    • Advanced lead scoring
    • Appointments, tasks and notes
    • Assign phone numbers
    • Auto lead assignment
    • Auto profile enrichment
    • Automatically log calls
    • Automation
    • Behavior-based segmentation
    • Bulk actions
    • Calendar sync
    • Call history
    • Caller display
    • Click to call
    • Custom views
    • Customize sales process
    • Customized reports
    • Deal funnel view
    • Deal status, at a glance
    • Deeper analytics
    • Email metrics
    • Email scheduling
    • Email tracking
    • Email-to-lead
    • Entire conversation history
    • Filter and sort deals
    • Forward call
    • Forward emails
    • In-depth customer insights
    • Insightful email metrics
    • Lead scoring
    • Lost deal analysis
    • Mobile integration
    • Open & click notifications
    • Personalize templates
    • Personalized welcome and voicemail messages
    • Pipeline dashboard
    • Preview reports
    • Record calls
    • Revenue analytics
    • Role-based access
    • Sales campaigns
    • Sales first inbox
    • Simple drag and drop navigation
    • Smart fields
    • Tasks & appointments
    • Team segmentation
    • Territory reports
    • Visual sales pipeline
    • Visual sales reports
    • Web-to-lead
    • Website and in-app tracking

    Q. Who are the typical users of Freshworks CRM?

    Freshworks CRM has the following typical customers:

    Small Business, Large Enterprises, Public Administrations, Non Profit, Freelancers, Mid Size Business

    Q. What languages does Freshworks CRM support?

    Freshworks CRM supports the following languages:

    Chinese (Traditional), Dutch, English, French, German, Italian, Polish, Portuguese, Russian, Spanish

    Q. What type of pricing plans does Freshworks CRM offer?

    Freshworks CRM has the following pricing plans:

    Free, Subscription

    Q. Does Freshworks CRM support mobile devices?

    Freshworks CRM supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Freshworks CRM integrate with?

    Freshworks CRM integrates with the following applications:

    Freshchat, Freshdesk, LeadsBridge, Mailchimp, Paperflite, PieSync, Toky, Workato, Wrike, hubsell

    Q. What level of support does Freshworks CRM offer?

    Freshworks CRM offers the following support options:

    FAQs, Forum, Online Support, Knowledge Base, Phone Support, Video Tutorials