What users are saying about
113 Ratings
376 Ratings
113 Ratings
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Score 8.1 out of 100
376 Ratings
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Score 8.5 out of 100

Feature Set Ratings

  • Freshworks CRM ranks higher in 6 feature sets: Sales Force Automation, CRM Project Management, CRM Reporting & Analytics, Customization, Security, Platform
  • Pipedrive ranks higher in 1 feature set: Marketing Automation

Sales Force Automation

7.5

Freshworks CRM

75%
6.4

Pipedrive

64%
Freshworks CRM ranks higher in 5/9 features

Customer data management / contact management

8.1
81%
52 Ratings
6.5
65%
15 Ratings

Workflow management

8.3
83%
50 Ratings
7.8
78%
12 Ratings

Territory management

8.7
87%
40 Ratings
6.6
66%
8 Ratings

Opportunity management

7.2
72%
44 Ratings
9.1
91%
57 Ratings

Integration with email client (e.g., Outlook or Gmail)

7.2
72%
51 Ratings
7.7
77%
55 Ratings

Interaction tracking

7.1
71%
51 Ratings
7.1
71%
13 Ratings

Channel / partner relationship management

5.8
58%
38 Ratings
4.3
43%
9 Ratings

Contract management

N/A
0 Ratings
3.0
30%
9 Ratings

Quote & order management

N/A
0 Ratings
5.1
51%
7 Ratings

Marketing Automation

7.7

Freshworks CRM

77%
8.7

Pipedrive

87%
Pipedrive ranks higher in 2/2 features

Lead management

7.9
79%
47 Ratings
8.7
87%
40 Ratings

Email marketing

7.5
75%
48 Ratings
8.7
87%
4 Ratings

CRM Project Management

8.5

Freshworks CRM

85%
6.3

Pipedrive

63%
Freshworks CRM ranks higher in 2/3 features

Task management

8.6
86%
47 Ratings
7.6
76%
55 Ratings

Reporting

8.5
85%
49 Ratings
7.1
71%
54 Ratings

Billing and invoicing management

N/A
0 Ratings
4.1
41%
5 Ratings

CRM Reporting & Analytics

7.9

Freshworks CRM

79%
5.2

Pipedrive

52%
Freshworks CRM ranks higher in 3/3 features

Forecasting

7.0
70%
43 Ratings
5.1
51%
11 Ratings

Pipeline visualization

8.9
89%
51 Ratings
8.7
87%
60 Ratings

Customizable reports

7.7
77%
45 Ratings
1.7
17%
8 Ratings

Customization

6.9

Freshworks CRM

69%
5.9

Pipedrive

59%
Pipedrive ranks higher in 3/4 features

Custom fields

6.8
68%
49 Ratings
7.5
75%
56 Ratings

Custom objects

8.1
81%
39 Ratings
7.5
75%
46 Ratings

API for custom integration

5.9
59%
37 Ratings
7.7
77%
39 Ratings

Scripting environment

N/A
0 Ratings
1.0
10%
4 Ratings

Security

7.8

Freshworks CRM

78%
7.5

Pipedrive

75%
Freshworks CRM ranks higher in 1/2 features

Single sign-on capability

8.0
80%
39 Ratings
6.1
61%
12 Ratings

Role-based user permissions

7.7
77%
45 Ratings
8.8
88%
52 Ratings

Platform

9.7

Freshworks CRM

97%
7.9

Pipedrive

79%
Freshworks CRM ranks higher in 1/1 features

Mobile access

9.7
97%
46 Ratings
7.9
79%
53 Ratings

Customer Service & Support

Freshworks CRM

Feature Set Not Supported
N/A
2.9

Pipedrive

29%
Pipedrive ranks higher in 3/3 features

Case management

N/A
0 Ratings
4.7
47%
6 Ratings

Call center management

N/A
0 Ratings
1.1
11%
5 Ratings

Help desk management

N/A
0 Ratings
3.1
31%
6 Ratings

Social CRM

Freshworks CRM

Feature Set Not Supported
N/A
1.1

Pipedrive

11%
Pipedrive ranks higher in 2/2 features

Social data

N/A
0 Ratings
1.1
11%
5 Ratings

Social engagement

N/A
0 Ratings
1.1
11%
5 Ratings

Integrations with 3rd-party Software

Freshworks CRM

Feature Set Not Supported
N/A
3.6

Pipedrive

36%
Pipedrive ranks higher in 2/2 features

Marketing automation

N/A
0 Ratings
3.6
36%
7 Ratings

Compensation management

N/A
0 Ratings
3.5
35%
4 Ratings

Attribute Ratings

  • Pipedrive is rated higher in 3 areas: Likelihood to Recommend, Usability, Support Rating

Likelihood to Recommend

7.9

Freshworks CRM

79%
55 Ratings
9.2

Pipedrive

92%
63 Ratings

Likelihood to Renew

Freshworks CRM

N/A
0 Ratings
8.0

Pipedrive

80%
3 Ratings

Usability

8.3

Freshworks CRM

83%
7 Ratings
8.7

Pipedrive

87%
15 Ratings

Availability

Freshworks CRM

N/A
0 Ratings
8.2

Pipedrive

82%
2 Ratings

Support Rating

7.1

Freshworks CRM

71%
6 Ratings
8.7

Pipedrive

87%
15 Ratings

Implementation Rating

Freshworks CRM

N/A
0 Ratings
8.2

Pipedrive

82%
3 Ratings

Likelihood to Recommend

Freshworks Inc

If you are a smaller organization you are probably ok to use [Freshworks CRM (formerly Freshsales)] vs Salesforce - you will save money and still get some great features. I would not recommend for a very large enterprise. It is also challenging to have the support come from another region although they do try to be very responsive.
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Pipedrive Inc.

Well suited: - For businesses that have large funnels to manage and wish to use a tool that gives them a great overview - For sales-prone businesses that want to get handy reminders to check in with the leads regularly (this is very nicely done at Pipedrive) - For businesses that need to use many integrations and also automations, here Pipedrive offers a lot of room Less appropriate: Given the email issue where emails are stuck in the outbox described before, probably businesses that run large email campaigns might not be so happy with Pipedrive, given that they might have many emails stuck and won't open all the deals to check them one by one which I still do as I don't run large email campaigns.
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Pros

Freshworks Inc

  • 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.
Read full review

Pipedrive Inc.

  • Their pipeline is super simple with drag and drop features, and a clean and clear view of your deals and deal amounts.
  • They have a great automation system that allows for tasks and emails to be sent when a stage changes.
  • They have a great note system that allows voice recording and easy phone access to manage notes while on a call.
Read full review

Cons

Freshworks Inc

  • Persistent and pervasive down time
  • Lack of scalable integrations with data source (e.g., their Segment integration is barely functional and they won't improve it)
  • Slow and unhelpful customer service
  • Account management doesn't understand our business or what we're trying to accomplish
  • Email campaign feature is barely functional and only allows you to have 10 campaigns, even with the most expensive plan
  • Lead and contact records have gone missing and FreshSales is unable to recover data
Read full review

Pipedrive Inc.

  • There is definitely a bit of a learning curve
  • Marketplace integrations developed by Pipedrive need some work as they're not too reliable or 'fully-featured' yet
  • It is expensive compared to alternatives and extra addons are costly even though it could be argued they should be part of the main package.
Read full review

Pricing Details

Freshworks CRM

Starting Price

$19 per user per month, billed annually

Editions & Modules

Freshworks CRM editions and modules pricing
EditionModules
Customer-for-Life Cloud - Growth$29.001
Customer-for-Life Cloud - Pro$69.002
Customer-for-Life Cloud - Enterprise$125.003
Sales Cloud - Growth$29.004
Sales Cloud - Pro$59.005
Sales Cloud - Enterprise$99.006
Marketing Cloud - Growth$19.007
Marketing Cloud - Pro$59.008
Marketing Cloud - Enterprise$99.009

Footnotes

  1. per user per month, billed annually
  2. per user per month, billed annually
  3. per user per month, billed annually
  4. per user per month, billed annually
  5. per user per month, billed annually
  6. per user per month, billed annually
  7. per user per month, billed annually
  8. per user per month, billed annually
  9. per user per month, billed annually

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Pipedrive

Starting Price

$9 per month

Editions & Modules

Pipedrive editions and modules pricing
EditionModules
Essential$15.001
Advanced$29.002
Professional$59.003

Footnotes

  1. per month
  2. per month
  3. per month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

No setup fee

Additional Details

Likelihood to Renew

Freshworks Inc

No answers on this topic

Pipedrive Inc.

-2 for Its cost and +8 for the need of tracking of leads and monitoring of team.
Read full review

Usability

Freshworks Inc

I would give Freshworks CRM's overall usability a 7 out of 10. Although the software has improved since we first obtained it, it still could use improvements to make functionality more intuitive and easier for the average user. It is not that challenging but there is definitely a learning curve
Read full review

Pipedrive Inc.

I give it an 8 because:
  1. It has really improved over the years and focused on the SMB marketplace. It was a very basic platform 10 years ago and I can see they listed to user feedback.
  2. I have always thought their lead tracking was one of the best. I have always loved using kanban boards for different tasks as visually it is just simple to understand.
  3. I do think sometimes it can seem a bit overwhelming with all of their features, but a good onboarding process helps this, and having a great support team helps get through all of the features to understand if they are needed or not for your company.
Read full review

Support Rating

Freshworks Inc

When you initially log in to Freshworks, you get snippets to guide you on how to set up. You have a chat option on every page so you can reach out to the support agent and get your issues resolved in real time. The agents are fast, responsive, and experienced in handling even a person who introduced CRM to the world...
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Pipedrive Inc.

When I come to need technical support for deleting data due to an error or some improper change that I made, they have been very kind in helping us to solve the additional problem, their quality of service from the agents is very empathetic and cheerful.Do not be afraid to call or send them a message by chat for their prompt response and follow-up.
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Implementation Rating

Freshworks Inc

No answers on this topic

Pipedrive Inc.

Experiment is the only way to start
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Alternatives Considered

Freshworks Inc

Close.io has less features, costs more, and equally has an inside sales team focus, rather than being just as suitable for both inside and outside sales. Having said this, Close.io has important features and smart automations, a cleaner interface (easier for non-techs to use), and has very strong integrations using Zapier, plus SMS-based support. Where Freshsales won for us is that it ended up being nearly half the cost of Close.io, as well as included telephony support for our local country (Australia), whereas Close.io comes with USA/Canada numbers and requires the top pricing tier to include calls to other countries. We needed a telephony system that worked well for making and receiving from Australia. Freshsales won for us because their pricing is at a good point, had the telephony requirements we needed, and all the features that we required were good enough, or we found a workaround.
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Pipedrive Inc.

I much prefer the interface of Pipedive when compared to Zoho. Much more user friendly and the team is always readily available when we need them. Pipedrive allowed for many custom integrations to be added, as Zoho was a tad more complicated to manipulate. We would not go back to Zoho in any case.
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Return on Investment

Freshworks Inc

  • 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.
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Pipedrive Inc.

  • Pipedrive has had an extremely positive impact on our overall business objectives. More specifically, the return on investment has been magnified by the fact that it is fairly inexpensive.
  • I can recall 2-3 conversations which prompted my boss and myself to note how convenient Pipedrive is.
  • Like most companies, it can often feel like we are spinning many plates at once. Even when our team is not able to connect in person every day, our projects are capable of progressing. Pipedrive has allowed us to press forward where we (normally) would have lacked the communication necessary in doing so.
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