What users are saying about
113 Ratings
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Top Rated
3080 Ratings
113 Ratings
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Score 8.1 out of 100

Salesforce

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Top Rated
3080 Ratings
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Score 8.2 out of 100

Feature Set Ratings

  • Freshworks CRM ranks higher in 2 feature sets: CRM Project Management, Platform
  • Salesforce.com ranks higher in 4 feature sets: Sales Force Automation, Marketing Automation, Customization, Security
  • Freshworks CRM and Salesforce.com are tied in 1 feature set: CRM Reporting & Analytics

Sales Force Automation

7.5

Freshworks CRM

75%
7.7

Salesforce

77%
Salesforce.com ranks higher in 7/9 features

Customer data management / contact management

8.1
81%
52 Ratings
8.1
81%
188 Ratings

Workflow management

8.3
83%
50 Ratings
7.8
78%
180 Ratings

Territory management

8.7
87%
40 Ratings
7.6
76%
149 Ratings

Opportunity management

7.2
72%
44 Ratings
8.1
81%
184 Ratings

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

7.2
72%
51 Ratings
7.5
75%
173 Ratings

Interaction tracking

7.1
71%
51 Ratings
7.8
78%
159 Ratings

Channel / partner relationship management

5.8
58%
38 Ratings
7.7
77%
131 Ratings

Contract management

N/A
0 Ratings
7.6
76%
146 Ratings

Quote & order management

N/A
0 Ratings
7.4
74%
138 Ratings

Marketing Automation

7.7

Freshworks CRM

77%
7.8

Salesforce

78%
Salesforce.com ranks higher in 2/2 features

Lead management

7.9
79%
47 Ratings
7.9
79%
171 Ratings

Email marketing

7.5
75%
48 Ratings
7.7
77%
145 Ratings

CRM Project Management

8.5

Freshworks CRM

85%
7.4

Salesforce

74%
Freshworks CRM ranks higher in 2/3 features

Task management

8.6
86%
47 Ratings
7.5
75%
163 Ratings

Reporting

8.5
85%
49 Ratings
7.9
79%
127 Ratings

Billing and invoicing management

N/A
0 Ratings
6.7
67%
37 Ratings

CRM Reporting & Analytics

7.9

Freshworks CRM

79%
7.9

Salesforce

79%
Salesforce.com ranks higher in 2/3 features

Forecasting

7.0
70%
43 Ratings
7.7
77%
160 Ratings

Pipeline visualization

8.9
89%
51 Ratings
7.9
79%
176 Ratings

Customizable reports

7.7
77%
45 Ratings
8.1
81%
184 Ratings

Customization

6.9

Freshworks CRM

69%
7.9

Salesforce

79%
Salesforce.com ranks higher in 4/4 features

Custom fields

6.8
68%
49 Ratings
8.0
80%
176 Ratings

Custom objects

8.1
81%
39 Ratings
8.2
82%
168 Ratings

API for custom integration

5.9
59%
37 Ratings
7.8
78%
148 Ratings

Scripting environment

N/A
0 Ratings
7.7
77%
128 Ratings

Security

7.8

Freshworks CRM

78%
8.3

Salesforce

83%
Salesforce.com ranks higher in 2/2 features

Single sign-on capability

8.0
80%
39 Ratings
8.3
83%
146 Ratings

Role-based user permissions

7.7
77%
45 Ratings
8.4
84%
139 Ratings

Platform

9.7

Freshworks CRM

97%
7.9

Salesforce

79%
Freshworks CRM ranks higher in 1/1 features

Mobile access

9.7
97%
46 Ratings
7.9
79%
161 Ratings

Customer Service & Support

Freshworks CRM

Feature Set Not Supported
N/A
8.6

Salesforce

86%
Salesforce.com ranks higher in 3/3 features

Case management

N/A
0 Ratings
9.0
90%
56 Ratings

Call center management

N/A
0 Ratings
8.4
84%
42 Ratings

Help desk management

N/A
0 Ratings
8.3
83%
46 Ratings

Social CRM

Freshworks CRM

Feature Set Not Supported
N/A
7.7

Salesforce

77%
Salesforce.com ranks higher in 2/2 features

Social data

N/A
0 Ratings
7.6
76%
118 Ratings

Social engagement

N/A
0 Ratings
7.8
78%
115 Ratings

Integrations with 3rd-party Software

Freshworks CRM

Feature Set Not Supported
N/A
7.8

Salesforce

78%
Salesforce.com ranks higher in 2/2 features

Marketing automation

N/A
0 Ratings
7.8
78%
152 Ratings

Compensation management

N/A
0 Ratings
7.7
77%
103 Ratings

Attribute Ratings

  • Freshworks CRM is rated higher in 2 areas: Likelihood to Recommend, Usability
  • Salesforce.com is rated higher in 1 area: Support Rating

Likelihood to Recommend

7.9

Freshworks CRM

79%
55 Ratings
7.7

Salesforce

77%
305 Ratings

Likelihood to Renew

Freshworks CRM

N/A
0 Ratings
9.4

Salesforce

94%
49 Ratings

Usability

8.3

Freshworks CRM

83%
7 Ratings
8.0

Salesforce

80%
94 Ratings

Availability

Freshworks CRM

N/A
0 Ratings
9.8

Salesforce

98%
54 Ratings

Performance

Freshworks CRM

N/A
0 Ratings
9.0

Salesforce

90%
36 Ratings

Support Rating

7.1

Freshworks CRM

71%
6 Ratings
7.6

Salesforce

76%
121 Ratings

In-Person Training

Freshworks CRM

N/A
0 Ratings
7.9

Salesforce

79%
11 Ratings

Online Training

Freshworks CRM

N/A
0 Ratings
9.1

Salesforce

91%
15 Ratings

Implementation Rating

Freshworks CRM

N/A
0 Ratings
9.4

Salesforce

94%
32 Ratings

Configurability

Freshworks CRM

N/A
0 Ratings
10.0

Salesforce

100%
2 Ratings

Contract Terms and Pricing Model

Freshworks CRM

N/A
0 Ratings
9.1

Salesforce

91%
10 Ratings

Product Scalability

Freshworks CRM

N/A
0 Ratings
10.0

Salesforce

100%
2 Ratings

Professional Services

Freshworks CRM

N/A
0 Ratings
9.3

Salesforce

93%
8 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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Salesforce

Ability to create dashboards. The project progress can be easily tracked. Tickets can be fed with all the right data and the same can be exported. You can customize the fields as per your usage. Can be used for multiple projects. The reports generated are accurate in nature and can be used for making important decisions and improvements.
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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.
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Salesforce

  • Salesforce.com is extremely customizable. I would not consider it an out-of-the-box solution, although its standard fields allow for fundamental CRM activities and reporting.
  • Salesforce.com is able to integrate with 100s of third-party softwares—often times creating efficiencies in processes.
  • Reports within Salesforce.com have the ability to be simple as a standard Account report, or you can get very granular with your report filtering to segment a very specific result, eg. Accounts in California who are active clients and fall within the pharmaceutical industry and have a specified market capitalization.
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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
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Salesforce

  • Would like easier integration of Einstein data in Salesforce Dashboards so we do not have to navigate to the Analytics Studio.
  • Quicker adoption of custom objects into new offerings like the Pipeline Navigator.
  • Continued expansion of Salesforce Surveys for more features and flexibility.
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

Salesforce

Starting Price

$25 per month

Editions & Modules

Salesforce editions and modules pricing
EditionModules
Essentials$25.001
Professional$75.002
Enterprise$150.003
Unlimited$300.004

Footnotes

  1. Per User/Per Month
  2. Per User/Per Month
  3. Per User/Per Month
  4. Per user/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

Salesforce

While it's not perfect and can be overly complicated at times, there is not another solution out there that can do what it does. To get the same functionality you would need numerous disparate tools to match the amount of functionality Salesforce has. Having it all aggregated on one platform makes the complicated parts far more bearable
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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
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Salesforce

Compared to the Salesforce Classic layout, the Lightning Experience is very user-friendly. Customize your top navigation bar to include quick links to your most frequently used records, objects, or reports. There are free online courses from Salesforce called "Trail Heads" to help new users get acquainted with the CRM. As a whole, it's a well-designed and user-friendly website. All is well, and there have been no problems so far.
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Reliability and Availability

Freshworks Inc

No answers on this topic

Salesforce

Salesforce is always available securely from any internet-capable device anywhere in the world, UNLESS you choose to set security measures so that ONLY trusted IP ranges may access the system at certain times of the day. It's all about choice and flexibility with Salesforce products.
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Performance

Freshworks Inc

No answers on this topic

Salesforce

Salesforce performance in general is excellent. "The cloud infrastructure beneath Force.com has been fine-tuned over the past 10 years. It powers nearly 100,000+ businesses running more than 185,000 applications that 3 million users count on every day."
Points per Salesforce -
1) Multitenant kernel - With a multitenant platform, each business that uses the app doesn’t have its own copy. Instead, all businesses share a single copy and then customize it for their specific needs.
2) ISO 27001 certified security - You can’t compromise when it comes to enterprise-level security. Force.com is road-tested and trusted by nearly 100,000+ companies, including many of the world’s most security-conscious organizations, such as banks and health care providers.
3) Proven reliability - All Force.com apps run on world-class data centers with backup, failover, and disaster-recovery facilities. Force.com has had a proven 99.9 percent uptime record for years.
4) Proven, real-time scalability - Force.com is used by many of the world's largest enterprises, including Cisco, Japan Post Network, and Symantec. Applications can automatically scale from a few users to millions of page views, as needed.
5) Real-time query optimizer - You need fast access to your data. The Force.com query optimizer delivers under 300ms response time, at a massive scale.
6) Real-time transparent system status - You can always see real-time system performance, availability, and security information at trust.salesforce.com.
7) Real-time upgrades - Unlike traditional software platforms, our upgrades never break your customizations, code, or integrations. We upgrade the platform for you 3 to 4 times each year. As a result, you’re always on the latest version, with access to the latest features, performance, and security enhancements.
8) Real-time sandbox environments - With a single click, you can create copies of your applications, configuration, and data in separate environments for development, testing, and training.
9) Three global production data centers and disaster recovery - Force.com runs on three geographically dispersed, mirrored data centers with built-in replication, disaster recovery, a redundant network backbone, and no single points of failure
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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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Salesforce

Account managers are awesome for the most part but change every year. So just as they are getting to know your business they usually switch accounts. We have premier success now which gives us 24/7 access to support, which has been helpful as we deal with integration issues with APIs and across Salesforce products.
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In-Person Training

Freshworks Inc

No answers on this topic

Salesforce

I attended two training sessions. I would rate them a 4 as an advanced user. It was very basic – great for someone new – would give 8+ for new person.

I had 3 years of experience at the time. I skipped basic and went onto advanced and still not helpful. A lot of it was best practices that didn’t feel relevant for our business
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Online Training

Freshworks Inc

No answers on this topic

Salesforce

I have gone through multiple. The content that’s delivered is quite basic – I wish they had more advanced training.

We are grandfathered into premium support plus training. We get unlimited access to instructor led and online training for free. We have taken advantage of this
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Implementation Rating

Freshworks Inc

No answers on this topic

Salesforce

Just from an organizational standpoint - we standardized our data prior to moving to Salesforce. But we essentially standardized it wrong. That's created a big disgusting mess for us know that I'll have to deal with as the Admin. Be sure you think through use cases prior to doing something like that - seek outside opinions on how the data will work best, especially depending on what else you're going to integrate with Salesforce.
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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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Salesforce

When evaluating a CRM solution for our company we had a fairly simple decision process. We had to decide to buy vs build an internal solution - which we found for the cost Salesforce would save from development / IT perspective and provide a more robust solution. The closest out of the box competitor we looked at was the Microsoft Dynamics CRM product -and again, we found Salesforce to be a more robust / cost effective solution.
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Contract Terms and Pricing Model

Freshworks Inc

No answers on this topic

Salesforce

The contract process was arduous. Some of that was because of the purchasing issues with our university, but as mentioned previously, we got a quote for a package and then they also recommended add-on fees. These were things we did not end up going with because we had budgeted based on the originally quoted amount. This has slowed down our implementation phase and meant we were paying for two CRM software for longer than I would have liked.
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Scalability

Freshworks Inc

No answers on this topic

Salesforce

I've worked with Salesforce since 2001 in companies ranging from 4 to hundreds of sales people and the system has been able to scale and perhaps more importantly expand (functionally) to the needs of larger organizations. In fact in my previous company, as a provider of a solution that integrated with Salesforce, we had customers that had thousands of sales people using Salesforce.
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Professional Services

Freshworks Inc

No answers on this topic

Salesforce

Using Salesforce.com has made my daily routines more efficient and simplified the manual tasks I had to perform independently. I can now access data from any device, online or offline, and provide better guidance to my team about the forecasts provided by the built-in artificial intelligence (AI). A chat with a Salesforce support specialist would be great. The knowledge base has a community forum where Salesforce users can ask questions and learn more about the product.
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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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Salesforce

  • Companies that either hire consulting expertise or have in-house experts will benefit the most. It can be a powerful tool. Manage it correctly and there will be great benefits.
  • Conversely, if companies don't implement Salesforce.com with a plan, there will be frustration and small if any ROI realized.
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