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

Zoho CRM

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Top Rated
858 Ratings
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Score 8.3 out of 100

Feature Set Ratings

  • Freshworks CRM ranks higher in 2 feature sets: CRM Project Management, Platform
  • Zoho CRM ranks higher in 5 feature sets: Sales Force Automation, Marketing Automation, CRM Reporting & Analytics, Customization, Security

Sales Force Automation

7.5

Freshworks CRM

75%
8.1

Zoho CRM

81%
Zoho CRM ranks higher in 7/9 features

Customer data management / contact management

8.1
81%
52 Ratings
8.4
84%
254 Ratings

Workflow management

8.3
83%
50 Ratings
8.0
80%
241 Ratings

Territory management

8.7
87%
40 Ratings
7.8
78%
178 Ratings

Opportunity management

7.2
72%
44 Ratings
8.3
83%
229 Ratings

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

7.2
72%
51 Ratings
7.9
79%
227 Ratings

Interaction tracking

7.1
71%
51 Ratings
8.0
80%
225 Ratings

Channel / partner relationship management

5.8
58%
38 Ratings
7.9
79%
171 Ratings

Contract management

N/A
0 Ratings
8.3
83%
182 Ratings

Quote & order management

N/A
0 Ratings
7.9
79%
180 Ratings

Marketing Automation

7.7

Freshworks CRM

77%
8.4

Zoho CRM

84%
Zoho CRM ranks higher in 2/2 features

Lead management

7.9
79%
47 Ratings
8.6
86%
235 Ratings

Email marketing

7.5
75%
48 Ratings
8.3
83%
198 Ratings

CRM Project Management

8.5

Freshworks CRM

85%
8.2

Zoho CRM

82%
Freshworks CRM ranks higher in 2/3 features

Task management

8.6
86%
47 Ratings
8.4
84%
227 Ratings

Reporting

8.5
85%
49 Ratings
8.2
82%
219 Ratings

Billing and invoicing management

N/A
0 Ratings
8.1
81%
164 Ratings

CRM Reporting & Analytics

7.9

Freshworks CRM

79%
8.2

Zoho CRM

82%
Zoho CRM ranks higher in 2/3 features

Forecasting

7.0
70%
43 Ratings
8.0
80%
198 Ratings

Pipeline visualization

8.9
89%
51 Ratings
8.3
83%
213 Ratings

Customizable reports

7.7
77%
45 Ratings
8.3
83%
225 Ratings

Customization

6.9

Freshworks CRM

69%
8.0

Zoho CRM

80%
Zoho CRM ranks higher in 4/4 features

Custom fields

6.8
68%
49 Ratings
8.5
85%
251 Ratings

Custom objects

8.1
81%
39 Ratings
8.2
82%
198 Ratings

API for custom integration

5.9
59%
37 Ratings
7.8
78%
181 Ratings

Scripting environment

N/A
0 Ratings
7.6
76%
157 Ratings

Security

7.8

Freshworks CRM

78%
8.7

Zoho CRM

87%
Zoho CRM ranks higher in 2/2 features

Single sign-on capability

8.0
80%
39 Ratings
8.7
87%
211 Ratings

Role-based user permissions

7.7
77%
45 Ratings
8.7
87%
236 Ratings

Platform

9.7

Freshworks CRM

97%
7.9

Zoho CRM

79%
Freshworks CRM ranks higher in 1/1 features

Mobile access

9.7
97%
46 Ratings
7.9
79%
211 Ratings

Customer Service & Support

Freshworks CRM

Feature Set Not Supported
N/A
7.5

Zoho CRM

75%
Zoho CRM ranks higher in 3/3 features

Case management

N/A
0 Ratings
7.6
76%
194 Ratings

Call center management

N/A
0 Ratings
7.3
73%
156 Ratings

Help desk management

N/A
0 Ratings
7.5
75%
175 Ratings

Social CRM

Freshworks CRM

Feature Set Not Supported
N/A
7.9

Zoho CRM

79%
Zoho CRM ranks higher in 2/2 features

Social data

N/A
0 Ratings
8.0
80%
150 Ratings

Social engagement

N/A
0 Ratings
7.9
79%
143 Ratings

Integrations with 3rd-party Software

Freshworks CRM

Feature Set Not Supported
N/A
7.6

Zoho CRM

76%
Zoho CRM ranks higher in 2/2 features

Marketing automation

N/A
0 Ratings
7.9
79%
188 Ratings

Compensation management

N/A
0 Ratings
7.4
74%
124 Ratings

Attribute Ratings

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

Likelihood to Recommend

7.9

Freshworks CRM

79%
55 Ratings
8.5

Zoho CRM

85%
285 Ratings

Likelihood to Renew

Freshworks CRM

N/A
0 Ratings
9.2

Zoho CRM

92%
34 Ratings

Usability

8.4

Freshworks CRM

84%
7 Ratings
8.3

Zoho CRM

83%
177 Ratings

Availability

Freshworks CRM

N/A
0 Ratings
9.0

Zoho CRM

90%
3 Ratings

Performance

Freshworks CRM

N/A
0 Ratings
9.0

Zoho CRM

90%
3 Ratings

Support Rating

7.1

Freshworks CRM

71%
6 Ratings
8.4

Zoho CRM

84%
74 Ratings

In-Person Training

Freshworks CRM

N/A
0 Ratings
8.0

Zoho CRM

80%
1 Rating

Online Training

Freshworks CRM

N/A
0 Ratings
9.0

Zoho CRM

90%
5 Ratings

Implementation Rating

Freshworks CRM

N/A
0 Ratings
8.4

Zoho CRM

84%
15 Ratings

Configurability

Freshworks CRM

N/A
0 Ratings
8.2

Zoho CRM

82%
126 Ratings

Contract Terms and Pricing Model

Freshworks CRM

N/A
0 Ratings
9.4

Zoho CRM

94%
22 Ratings

Ease of integration

Freshworks CRM

N/A
0 Ratings
8.3

Zoho CRM

83%
2 Ratings

Product Scalability

Freshworks CRM

N/A
0 Ratings
10.0

Zoho CRM

100%
1 Rating

Professional Services

Freshworks CRM

N/A
0 Ratings
8.5

Zoho CRM

85%
7 Ratings

Vendor post-sale

Freshworks CRM

N/A
0 Ratings
9.6

Zoho CRM

96%
2 Ratings

Vendor pre-sale

Freshworks CRM

N/A
0 Ratings
9.2

Zoho CRM

92%
2 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

Zoho Corporation

The default configuration has been useful from day one. It is easy to learn, and that facilitated rapid adoption. With a little effort, custom fields and formulas can be added to suit particular needs. It is also easy to define custom views and filters, which are "remembered" and available the next time you log on.
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

Zoho Corporation

  • Provide a shared single source of Customer information (classic CRM)
  • Allow us to easily create automations relevant to each department's functionality
  • CRM allowed us to bring up each department separately using in-house designed views with easily created logic functionality applied to fields within each view
  • Build custom reports and dashboards starting with supplied off the shelf examples
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

Zoho Corporation

  • The availability of the case module in all versions. For a small company it is useful but the investment is high.
  • Although web forms are easy to implement, it is not so easy to adapt them to web design.
  • I would like the LinkedIn social network to be included
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

Zoho CRM

Starting Price

$14 per month

Editions & Modules

Zoho CRM editions and modules pricing
EditionModules
Standard$14.001
Professional$23.002
Enterprise$40.003
Ultimate$52.004
Plus$57.005

Footnotes

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

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Optional $14.00

Additional Details

Pricing Info

Likelihood to Renew

Freshworks Inc

No answers on this topic

Zoho Corporation

Zoho has been a wonderful tool for us for several years and there is so much more we can do with it. New features are released often which give a team like us the option to further fine tune our business process management techniques. I honestly couldn't imagine running our business not on Zoho.
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

Zoho Corporation

Compared to our previous CRM, Zoho is a breeze. I can look up customers and reports with no issue. There are times when it may be difficult to find something, but I assume that is because I am not in Zoho every day like the sales team is. It does everything we need very simply, so I would definitely recommend it to others.
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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...
Read full review

Zoho Corporation

We did the training and that was a huge waste of money. The information provided was basic and the instructor was sloppy (he even forgot to turn off his mic when he used the restroom - no one should ever hear what we heard). I offered up a 9 because we were able to find what we needed on your website.
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In-Person Training

Freshworks Inc

No answers on this topic

Zoho Corporation

It was harder to learn when there were mostly real estate users in the room. We are sales solely.
Read full review

Online Training

Freshworks Inc

No answers on this topic

Zoho Corporation

Online training is tough, but Zoho and their partners do a good job of explaining things.
Read full review

Implementation Rating

Freshworks Inc

No answers on this topic

Zoho Corporation

I feel like our implementation went smoothly, certainly better than I had expected. We did run into some issues (which is inevitable when you are implementing it inhouse rather than engaging an external team) but we were really happy with the quality of support we received from Zoho. Whenever we raised an issue to their support team, they either provided us the resolution on the spot or got back to us with an answer in a very acceptable time frame. We were also very happy with the amount of customization Zoho offered in setting up the CRM to the way we needed it to work. Lastly, training our users on it was a smooth experience as well. Zoho has a very detailed help section and their support team is always available.
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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.
Read full review

Zoho Corporation

Zoho is a much more inexpensive solution compared to Salesforce, yet it provides a lot of the same tools that the leading competitor provides. For us, it came down to the overall value of the product based on the final price to implement and use.
Read full review

Contract Terms and Pricing Model

Freshworks Inc

No answers on this topic

Zoho Corporation

I think Zoho CRM is priced at a reasonable amount. Simply put, you get what you pay for and Zoho does not disappoint. My organization is comfortable with what we pay and pleased with continually renewing the software. The billing frequency is just right. There are no complaints on our end
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Professional Services

Freshworks Inc

No answers on this topic

Zoho Corporation

In addition to being a user of Zoho CRM, we are a reseller as well. Often, at times our Partners request for on-boarding the platform configuration for them. During such requirements, we have utilized the Professional services team directly from the Zoho CRM team. Our partner feedback was quite positive, throughout.
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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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Zoho Corporation

  • We had Zoho CRM early on when it wasn't quite as robust as it is now, so there have been vast improvements, which also puts us at a disadvantage for falling into old ways of doing things rather than exploring new ways that we always wanted in the beginning.
  • One thing we were able to do is get rid of MailChimp and slowly migrate to Campaigns
  • Eventually I would like to migrate Zoom to Meeting but it's just not quite there yet.
  • Also, I do have to say going just from the CRM to Zoho One was a VAST improvement where many apps were available. At first, I was so disappointed in the CRM but with all the integrations it's been so much better!
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