What users are saying about
3 Ratings
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Top Rated
59 Ratings
3 Ratings
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Score 9.5 out of 100

Freshworks CRM (formerly Freshsales)

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Top Rated
59 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.4 out of 100

Likelihood to Recommend

17hats

I think it's great for businesses who offer monthly services and want to automate their invoicing. Even for businesses who offer one-off services as well.
Marli Espinales | TrustRadius Reviewer

Freshworks CRM (formerly Freshsales)

If you're looking for an extremely cheap, bare-bones CRM that will house a few hundred contacts that you manually enter, FreshSales is probably a fine solution for you. If you're running a sales or customer success team with any sort of scale or sophistication, this system will be unable to support your needs. I used to be an advocate of FreshSales as a good starter CRM, but due to all of their issues with downtime and bugs - and the fact that they deleted over half of our user data (20,000+ records) - I would strongly recommend that you avoid this company and spend a little extra to get something reliable.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Sales Force Automation

17hats
9.2
Freshworks CRM (formerly Freshsales)
8.5
Customer data management / contact management
17hats
9.0
Freshworks CRM (formerly Freshsales)
8.8
Workflow management
17hats
9.0
Freshworks CRM (formerly Freshsales)
8.4
Integration with email client (e.g., Outlook or Gmail)
17hats
9.0
Freshworks CRM (formerly Freshsales)
8.1
Contract management
17hats
10.0
Freshworks CRM (formerly Freshsales)
Quote & order management
17hats
10.0
Freshworks CRM (formerly Freshsales)
Interaction tracking
17hats
8.0
Freshworks CRM (formerly Freshsales)
8.5
Territory management
17hats
Freshworks CRM (formerly Freshsales)
8.6
Opportunity management
17hats
Freshworks CRM (formerly Freshsales)
8.8
Channel / partner relationship management
17hats
Freshworks CRM (formerly Freshsales)
8.1

Customer Service & Support

17hats
8.0
Freshworks CRM (formerly Freshsales)
Case management
17hats
8.0
Freshworks CRM (formerly Freshsales)

Marketing Automation

17hats
8.0
Freshworks CRM (formerly Freshsales)
8.5
Lead management
17hats
8.0
Freshworks CRM (formerly Freshsales)
8.8
Email marketing
17hats
Freshworks CRM (formerly Freshsales)
8.1

CRM Project Management

17hats
9.5
Freshworks CRM (formerly Freshsales)
8.4
Task management
17hats
9.0
Freshworks CRM (formerly Freshsales)
8.3
Billing and invoicing management
17hats
10.0
Freshworks CRM (formerly Freshsales)
Reporting
17hats
Freshworks CRM (formerly Freshsales)
8.5

Customization

17hats
8.0
Freshworks CRM (formerly Freshsales)
8.5
Custom fields
17hats
8.0
Freshworks CRM (formerly Freshsales)
8.7
Custom objects
17hats
Freshworks CRM (formerly Freshsales)
8.8
API for custom integration
17hats
Freshworks CRM (formerly Freshsales)
8.0

Security

17hats
9.5
Freshworks CRM (formerly Freshsales)
8.6
Single sign-on capability
17hats
10.0
Freshworks CRM (formerly Freshsales)
8.6
Role-based user permissions
17hats
9.0
Freshworks CRM (formerly Freshsales)
8.6

Integrations with 3rd-party Software

17hats
8.0
Freshworks CRM (formerly Freshsales)
Marketing automation
17hats
8.0
Freshworks CRM (formerly Freshsales)

Platform

17hats
8.0
Freshworks CRM (formerly Freshsales)
7.8
Mobile access
17hats
8.0
Freshworks CRM (formerly Freshsales)
7.8

CRM Reporting & Analytics

17hats
Freshworks CRM (formerly Freshsales)
8.7
Forecasting
17hats
Freshworks CRM (formerly Freshsales)
8.2
Pipeline visualization
17hats
Freshworks CRM (formerly Freshsales)
9.0
Customizable reports
17hats
Freshworks CRM (formerly Freshsales)
8.9

Pros

17hats

  • Invoicing
  • Creating online questionnaire
Marli Espinales | TrustRadius Reviewer

Freshworks CRM (formerly Freshsales)

  • It helps you automate your onboarding process for new leads.
  • It has lots of integrations with other apps, so you can interact with other things like calendars and calls.
  • It's pretty easy to set sequences so the platform automatically follows up with people for you. This is not only helpful for your sales pipeline, but also for client communication when working on a project that requires their input.
Brandon Howard | TrustRadius Reviewer

Cons

17hats

  • Cheaper credit card charges
  • Ability to tweak their questionnaires a bit more
Marli Espinales | TrustRadius Reviewer

Freshworks CRM (formerly Freshsales)

  • Automation ('workflows') need a bit of work. In comparison to other sales CRMs that automatically 'nudge' sales staff when a phone call or email hasn't been returned (for example), these nudges can be created as 'tasks' in Freshsales, but only by someone who knows what they're doing, setting explicit trigger and action rules that don't always cover all scenarios.
  • Event tracking with Segment (or just with their JS library) is a little bit haphazard. I'm sure it works well for in-app actions, but if a user visits your website and interacts with you and you aren't using the Freshsales forms on your website, it can be hard to identify users and track website visits and actions etc.
  • Learning curve– seems to be aimed at users with a bit more technical know-how; so might work well for SaaS sales teams or sales engineers, but not so much for users in other industries. Our non-technical staff have found it to be confusing.
  • Mobile Application– works very well as a contact directory, retrieving a quick overview of interactions, and now you can place voice notes that sync with the web app; these features aren't necessarily critical to our field salespeople. A user will still need to 'come back to the office' to retrieve missed voicemails, update deals notes, as well as place calls from their VoIP number. Freshsales will forward calls to a mobile, but won't allow the sales staff to place calls from their mobile device using their VoIP numbers (or receive calls from these lines).
Anonymous | TrustRadius Reviewer

Usability

17hats

No score
No answers yet
No answers on this topic

Freshworks CRM (formerly Freshsales)

Freshworks CRM (formerly Freshsales) 8.2
Based on 1 answer
I'm only trained in one portion of it, and I find that easy enough to maneuver. It's not an everyday must use product for me, so the fact that I can come back after days off and still find my way very easily speaks to the UI of the product
Anonymous | TrustRadius Reviewer

Support Rating

17hats

17hats 8.0
Based on 1 answer
It's chat based so you have to wait a bit to hear back from them but they have gotten quicker with their responses which I appreciate.
Marli Espinales | TrustRadius Reviewer

Freshworks CRM (formerly Freshsales)

No score
No answers yet
No answers on this topic

Alternatives Considered

17hats

No answers on this topic

Freshworks CRM (formerly Freshsales)

Price, special offersSupport in our local place via partnersSimplicity of useFlexible API and already done integrations with G Suite and Office 365Between the users, they have chosen Freshsales as more easy to use.
Renan Otero | TrustRadius Reviewer

Return on Investment

17hats

  • ROI - Saves me time on creating invoices and questionnaires.
Marli Espinales | TrustRadius Reviewer

Freshworks CRM (formerly Freshsales)

  • It is too soon to make a determination on ROI, but I do think it will help me be more efficient.
  • The reporting functions help me stay on track of sales opportunities.
  • The task reminders help me accelerate how quickly deals come together.
Dan Styklunas | TrustRadius Reviewer

Screenshots

Pricing Details

17hats

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

17hats Editions & Modules

Edition
Starting Price$45.001
  1. Per Month
Additional Pricing Details

Freshworks CRM (formerly Freshsales)

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Freshworks CRM (formerly Freshsales) Editions & Modules

Edition
SPROUT$01
BLOSSOM$121
GARDEN$251
ESTATE$491
Forest$791
  1. /user/month
Additional Pricing Details
21-day FREE trial. No credit card required. Free to get started, affordable as you grow

Rating Summary

Likelihood to Recommend

17hats
9.0
Freshworks CRM (formerly Freshsales)
8.6

Usability

17hats
Freshworks CRM (formerly Freshsales)
8.2

Support Rating

17hats
8.0
Freshworks CRM (formerly Freshsales)

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