Likelihood to Recommend 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 I've tried some of the other online booking services and while there were good, they didn't have all of the features that Zoho Bookings does and since I'm already a Zoho One subscriber, it doesn't cost me anything more. I think virtually any type of business can use Bookings as it's not geared to a specific industry but can be customized for use in any type of industry. I would love to see salons use it as I think it can be truly a way for them to better book clients than using a paper calendar which I see many using. I also think massage therapists would also benefit but using Bookings. If you are a solopreneur or have a sales team, there's no way you can't benefit by using Bookings for your phone appointments, Zoom/Video meetings, or in-person meetings. There is also a resource function which allows you to block out conference rooms and other resources.
Read full review Pros 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 Global booking with automated time zone adjustments Booking payment management Synchronizing to Calendar Integrating with CRM Read full review Cons 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 Customization. Custom workflow automation. Robustness of features. Read full review Likelihood to Renew It still needs more robust features and customization, like workflows and such. I'm confident they'll continue improving it, but some particular customization settings aren't available, in terms of triggers, content, look and feel, but it is mostly very detailed and particular. If you're ok with adapting to it, it is an excellent tool.
Read full review Usability 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 Support Rating 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 A lot of things are not great as this is a new tool, but they fix it relatively quickly. They don't have a direct phone number, but Zoho support has good service overall
Read full review Alternatives Considered 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 I found the integration with the two above is great if you're a Google Calendar user which we are not. While with Zoho Calendar we can have two way integration with Google Calendar there wasn't a need to do so. With Zoho Bookings which also integrates with Google Calendar we didn't have to worry about that as the integration with our Zoho Calendar was virtually automatic. There was also the cost consideration as the two above have a free version it was limited and didn't have all the bells and whistles we needed. Zoho Bookings provide us with everything from a single sign-on web browser and mobile app
Read full review Return on Investment 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 Organizational efficiency improved by 33% Conversion rate from bookings improved Increase in booking numbers Read full review ScreenShots