113 Ratings
171 Ratings
113 Ratings
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Score 8.1 out of 100
171 Ratings
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Score 8 out of 100

Feature Set Ratings

    Sales Force Automation

    7.5

    Freshworks CRM

    75%

    Twilio SendGrid

    Feature Set Not Supported
    N/A
    Freshworks CRM ranks higher in 7/7 features

    Customer data management / contact management

    8.2
    82%
    52 Ratings
    N/A
    0 Ratings

    Workflow management

    8.3
    83%
    50 Ratings
    N/A
    0 Ratings

    Territory management

    8.7
    87%
    40 Ratings
    N/A
    0 Ratings

    Opportunity management

    7.3
    73%
    44 Ratings
    N/A
    0 Ratings

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

    7.2
    72%
    51 Ratings
    N/A
    0 Ratings

    Interaction tracking

    7.1
    71%
    51 Ratings
    N/A
    0 Ratings

    Channel / partner relationship management

    5.8
    58%
    38 Ratings
    N/A
    0 Ratings

    Marketing Automation

    7.8

    Freshworks CRM

    78%

    Twilio SendGrid

    Feature Set Not Supported
    N/A
    Freshworks CRM ranks higher in 2/2 features

    Lead management

    7.9
    79%
    47 Ratings
    N/A
    0 Ratings

    Email marketing

    7.6
    76%
    48 Ratings
    N/A
    0 Ratings

    CRM Project Management

    8.5

    Freshworks CRM

    85%

    Twilio SendGrid

    Feature Set Not Supported
    N/A
    Freshworks CRM ranks higher in 2/2 features

    Task management

    8.6
    86%
    47 Ratings
    N/A
    0 Ratings

    Reporting

    8.5
    85%
    49 Ratings
    N/A
    0 Ratings

    CRM Reporting & Analytics

    7.9

    Freshworks CRM

    79%

    Twilio SendGrid

    Feature Set Not Supported
    N/A
    Freshworks CRM ranks higher in 3/3 features

    Forecasting

    7.1
    71%
    43 Ratings
    N/A
    0 Ratings

    Pipeline visualization

    8.9
    89%
    51 Ratings
    N/A
    0 Ratings

    Customizable reports

    7.7
    77%
    45 Ratings
    N/A
    0 Ratings

    Customization

    6.9

    Freshworks CRM

    69%

    Twilio SendGrid

    Feature Set Not Supported
    N/A
    Freshworks CRM ranks higher in 3/3 features

    Custom fields

    6.8
    68%
    49 Ratings
    N/A
    0 Ratings

    Custom objects

    8.1
    81%
    39 Ratings
    N/A
    0 Ratings

    API for custom integration

    5.9
    59%
    37 Ratings
    N/A
    0 Ratings

    Security

    7.9

    Freshworks CRM

    79%

    Twilio SendGrid

    Feature Set Not Supported
    N/A
    Freshworks CRM ranks higher in 2/2 features

    Single sign-on capability

    8.0
    80%
    39 Ratings
    N/A
    0 Ratings

    Role-based user permissions

    7.7
    77%
    45 Ratings
    N/A
    0 Ratings

    Platform

    9.7

    Freshworks CRM

    97%

    Twilio SendGrid

    Feature Set Not Supported
    N/A
    Freshworks CRM ranks higher in 1/1 features

    Mobile access

    9.7
    97%
    46 Ratings
    N/A
    0 Ratings

    Email & Online Marketing

    Freshworks CRM

    Feature Set Not Supported
    N/A
    7.3

    Twilio SendGrid

    73%
    Twilio SendGrid ranks higher in 9/9 features

    WYSIWYG email editor

    N/A
    0 Ratings
    6.7
    67%
    33 Ratings

    Dynamic content

    N/A
    0 Ratings
    8.0
    80%
    36 Ratings

    Ability to test dynamic content

    N/A
    0 Ratings
    8.0
    80%
    34 Ratings

    Landing pages

    N/A
    0 Ratings
    6.9
    69%
    22 Ratings

    A/B testing

    N/A
    0 Ratings
    6.8
    68%
    27 Ratings

    Mobile optimization

    N/A
    0 Ratings
    7.9
    79%
    35 Ratings

    Email deliverability reporting

    N/A
    0 Ratings
    8.0
    80%
    81 Ratings

    List management

    N/A
    0 Ratings
    6.7
    67%
    40 Ratings

    Triggered drip sequences

    N/A
    0 Ratings
    7.1
    71%
    21 Ratings

    Reporting & Analytics

    Freshworks CRM

    Feature Set Not Supported
    N/A
    6.6

    Twilio SendGrid

    66%
    Twilio SendGrid ranks higher in 3/3 features

    Dashboards

    N/A
    0 Ratings
    7.3
    73%
    46 Ratings

    Standard reports

    N/A
    0 Ratings
    7.5
    75%
    46 Ratings

    Custom reports

    N/A
    0 Ratings
    5.0
    50%
    30 Ratings

    Pre-Send Testing

    Freshworks CRM

    Feature Set Not Supported
    N/A
    8.0

    Twilio SendGrid

    80%
    Twilio SendGrid ranks higher in 8/8 features

    URL Validation

    N/A
    0 Ratings
    8.4
    84%
    9 Ratings

    Link Tracking

    N/A
    0 Ratings
    7.7
    77%
    10 Ratings

    Image Validation

    N/A
    0 Ratings
    7.3
    73%
    8 Ratings

    Inbox Display

    N/A
    0 Ratings
    8.1
    81%
    9 Ratings

    Email Accessibility Tools

    N/A
    0 Ratings
    8.1
    81%
    9 Ratings

    Spelling and Grammar Check

    N/A
    0 Ratings
    8.3
    83%
    7 Ratings

    Spam Testing

    N/A
    0 Ratings
    7.4
    74%
    9 Ratings

    Email Previews

    N/A
    0 Ratings
    8.4
    84%
    9 Ratings

    Attribute Ratings

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

    Likelihood to Recommend

    7.9

    Freshworks CRM

    79%
    55 Ratings
    7.2

    Twilio SendGrid

    72%
    58 Ratings

    Likelihood to Renew

    Freshworks CRM

    N/A
    0 Ratings
    8.0

    Twilio SendGrid

    80%
    2 Ratings

    Usability

    8.4

    Freshworks CRM

    84%
    7 Ratings
    1.0

    Twilio SendGrid

    10%
    4 Ratings

    Support Rating

    7.1

    Freshworks CRM

    71%
    6 Ratings
    2.6

    Twilio SendGrid

    26%
    14 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.
    Read full review

    Twilio

    I think Sendgrid is a great tool for sending out emails of all types. I've primarily used it for transactional emails as we've had other solutions for marketing emails, but I'm sure it would do just a good job - there is a "Marketing" section within the app you can use. Sendgrid integrates really easily with the development frameworks I've used, such as Laravel and Lumen; I've also integrated it with Moodle with ease.
    Read full review

    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

    Twilio

    • Managing email lists / audiences is easy with features like groups and segments.
    • They provide pre-built email templates that are very easy to modify. It is also super easy to create new email templates with their drag-and-drop email builder.
    • Provides clear / easy-to-read analytics of email campaigns.
    • I can easily import large email contact lists all at once or add a user manually one-at-a-time, when needed.
    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

    Twilio

    • Not necessarily their Email API but their email in general - they are currently in beta for automated email sequences but are still bare bones. Much more work is needed before it can be used mainstream and be able to convert everything to SendGrid.
    • Helping with warming up our dedicated IP for the best-sending score.
    • We seem to hit the promotions folder a decent amount (maybe the IP problem above) and even a lot of their emails hit my spam or promotions folder (whether they be transactional or marketing) which isn't a great sign when trusting an ESP.
    • Transactional email sequences would be a huge plus.
    • Now that Twilio owns SenGrid, having an integrated platform where you could see all our transactional emails together.
    • Better reporting and split reporting between transactional and marketing emails.
    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

    Twilio SendGrid

    Starting Price

    $0

    Editions & Modules

    Twilio SendGrid editions and modules pricing
    EditionModules
    FreeFree1
    Basic15.002
    Advanced60.003

    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

    Twilio

    So far it has been working good. Unless a better option appears, we will keep using it.
    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

    Twilio

    It has the potential to be really cool. However, it feels as if it was created by developers for developers (and I work with developers, yet even for me the instrument was somewhat not easy to use - just read SendGrid's help manuals...) However, if you are into data and your way of thinking is more mathematical rather than lyrical, you'll enjoy this instrument
    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...
    Read full review

    Twilio

    Twilio SendGrid Email API is everything we want it to be, and we have no reason to look for any other solution. Features and pricing match exactly what we need. As developers for SaaS products, Twilio SendGrid Email API provides a great service. I hope that they stay this way and don't inflate the service with too many marketing oriented features, because there are other tools for that and Twilio SendGrid Email API is a API for sending email first and foremost.
    Read full review

    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.
    Read full review

    Twilio

    If given a choice between the two, I would pick Mandrill over SendGrid. Mandrill is slightly more expensive but the data & reports that you receive from it make the service worth it. Mandrill lets you export reports over a period of time, view the actual content of emails that you've dispatched and the customer support is way better. If you can bear the slightly higher cost, Mandrill would be a better choice.
    Read full review

    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.
    Read full review

    Twilio

    • Our clients experience significant ROI from their web forms - without receipt of forms, many of them would not still be in business.
    • As a solution for clients' sites, we find SendGrid is a fast installation and a 1 stop problem solver, saving us man-hours.
    Read full review

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