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Freshsales

Freshsales

Overview

What is Freshsales?

Freshsales is a sales force automation solution for sales teams. It provides features that help salespeople to attract quality leads, engage in contextual conversations, drive deals with AI-powered insights, and nurture customer relationships. With built-in email, phone, chat, and telephony,…

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Recent Reviews
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 20 features
  • Pipeline visualization (51)
    9.7
    97%
  • Customer data management / contact management (52)
    7.3
    73%
  • Integration with email client (e.g., Outlook or Gmail) (51)
    5.5
    55%
  • Interaction tracking (51)
    5.4
    54%
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Pricing

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Growth

$9

Cloud
per month per user

Pro

$39

Cloud
per month per user

Enterprise

$59

Cloud
per month per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.freshworks.com/crm/pricing

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

Starting price (does not include set up fee)

  • $9 per month per user
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Features

Sales Force Automation

This is the technique of using software to automate certain sales-related tasks.

6.6
Avg 7.7

Marketing Automation

This component of CRM software helps to automate and scale marketing tasks and the subsequent analysis of those efforts.

5.6
Avg 7.5

CRM Project Management

This component of CRM software helps users initiate, plan, collaborate on, execute, track, and close projects.

8.9
Avg 7.6

CRM Reporting & Analytics

Reporting and analytics in CRM software includes sales forecasting, pipeline analysis, and automated dashboards.

7.4
Avg 7.6

Customization

This addresses a company’s ability to configure the software to fit its specific use case and workflow.

4.9
Avg 7.6

Security

This component helps a company minimize the security risks by controlling access to the software and its data, and encouraging best practices among users.

7.1
Avg 8.3

Platform

9.9
Avg 7.5
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Product Details

What is Freshsales?

Freshsales is a sales force automation solution for sales teams. It provides features that help salespeople to attract quality leads, engage in contextual conversations, drive deals with AI-powered insights, and nurture customer relationships. With built-in email, phone, chat, and telephony, Freshsales gives sales teams more time for selling by automating the sales process. It includes Freddy AI, salespeople can get insights into the best deals to go after and what actions to take and predict revenue with sales forecasting.

Freshsales Features

Sales Force Automation Features

  • Supported: Customer data management / contact management
  • Supported: Workflow management
  • Supported: Territory management
  • Supported: Opportunity management
  • Supported: Integration with email client (e.g., Outlook or Gmail)
  • Supported: Quote & order management
  • Supported: Interaction tracking
  • Supported: Channel / partner relationship management

Marketing Automation Features

  • Supported: Lead management
  • Supported: Email marketing

CRM Project Management Features

  • Supported: Task management
  • Supported: Reporting

CRM Reporting & Analytics Features

  • Supported: Forecasting
  • Supported: Pipeline visualization
  • Supported: Customizable reports

Customization Features

  • Supported: Custom fields
  • Supported: Custom objects
  • Supported: API for custom integration

Security Features

  • Supported: Role-based user permissions
  • Supported: Single sign-on capability

Platform Features

  • Supported: Mobile access

Freshsales Screenshots

Screenshot of Contact viewScreenshot of DashboardsScreenshot of WorkflowsScreenshot of Lead Sc

Freshsales Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone
Supported CountriesWorldwide
Supported LanguagesEnglish, German, Dutch, Italian, French, Spanish, Portuguese, Polish, Russian, Chinese

Frequently Asked Questions

Freshsales starts at $9.

Pipedrive, Insightly, and Salesforce Sales Cloud are common alternatives for Freshsales.

Reviewers rate Mobile access highest, with a score of 9.9.

The most common users of Freshsales are from Small Businesses (1-50 employees).
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Comparisons

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Reviews and Ratings

(124)

Attribute Ratings

Reviews

(26-50 of 52)
Companies can't remove reviews or game the system. Here's why
Score 8 out of 10
Vetted Review
Verified User
Freshsales is being used by our Sales Department for managing/reaching out to all our prospects that sign up on our website. It helps streamline the entire process, providing a single platform for lead information, emails, and maintaining activity history.
  • Good at maintaining a history of all prospect interactions.
  • Good flexibility when it comes to customizing the platform according to our company-specific requirements.
  • Good integration with G-Suite and other similar platforms.
  • Even though a good platform, the UI seems to be a problem at times.
  • Difficult to understand the different features/stages available.
  • At times we need to follow a complicated process in order to complete simple tasks.
Freshsales is well suited for organizations where the entire sales process is managed between close-knitted teams as it's easy to complete the tasks and manage follow-ups.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We have been using Freshsales in managing our sales cycle (from generating lead to Closure of a lead). As a sales team, we are using this tool.
  • It's an organized way of maintaining deals and ease to use.
  • It has good customer relationship management.
  • Creating campaigns and sending bulk emails-- the best part is tracking emails.
  • Executing campaigns.
  • Showcase the e-mail templates better.
Freshsales is the best solution for managing sales activities.
July 26, 2019

Easy to use CRM

Score 9 out of 10
Vetted Review
Verified User
Incentivized
Freshsales is used across our entire organization.
  • It's easy to use.
  • It's quite affordable.
  • You only pay for what you need, which is really nice.
  • The levels of membership need to be more clearly defined and currently are too convoluted to be understood - They have way too many details.
It's easy to use which makes it applicable most anywhere.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Freshsales for tracking the Sales pipeline and resulting consumer funnel. It really helps us to show our overall achievements which has made our lives easier.
  • Maintaining the records.
  • Remainders.
  • Funnel building.
  • I don't have any suggestions at the moment to be honest.
For my organization, Freshsales is the best fit.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I've been using Freshsales for a year and we use the Freshsales for prospecting, qualifying, e-mail campaigns and organize our leads.
For me is one of the most complete CRMs you will find in the market. Is easy to use it and to learn how to use by ourselves.
  • Prospecting
  • Lead qualifying
  • Mail traking
  • There is no way to filter leads by country, we can only do by continent.
E-mail tracking, click-rate, campaign success rates. I don't remember any features that weren't well suited for something.
Josette Skilling | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
We use this in integration with our Freshdesk implementation. All of our tickets for our clients show up in their account which is very helpful to us when salespeople are looking at what is happening in their client's organization.
  • It's easy to use and all of the information is in one place.
  • We can customize the look of the different parts of the screen easily.
  • The reports are excellent.
  • The related context is not particularly useful.
It's a great overall solution for anyone who wants an easy to implement, easy to use solution. The sales campaigns are easy to set up and the workflows are just as easy. The visual screen is a joy to work with. Having customized and implemented Salesforce before, this is so much easier and has all of the same functionality. And the support is quite good!
Lavanya Chandrasekharan | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We have been using Freshsales along with Freshdesk and across the organization. Freshsales has helped us in keeping our contacts/leads organized and well maintained. The UI is very simple and not complex at all. Checking the lead status, adding tasks for the team are our personal favorites and continues to be!
  • Intuitive UI.
  • Tasks
  • Lead stages.
  • Should be able to format notes/add links in Notes.
  • Can have reminders of a task or a particular activity/follow up.
  • Can't really rely to understand if the lead is an actual cold lead through the Lead scores.
Irrespective of the team size, Freshsales can be used by all teams. It has a lot of cool integrations which we are looking at now. The UI is very easy with just the right amount of menus. A suggestion would be uploading a file and adding links in the notes(for instance of customer interactions).
Steven Duran | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We currently use Freshsales to handle our wholesale and resale accounts. It's been a huge upgrade to manage our customer database in a cloud CRM solution and Freshsales has been really simple to learn and implement for our team. It's also helpful to implement Freshcaller which integrates nicely into Freshsales.
  • It has a really simple UX and UI.
  • It integrates really well with our softphone solution (Freshcaller).
  • The process of converting leads into customers has been really important to our database management and growth as a department.
  • Needs more robust prospecting features via email.
  • The integrations with outside email providers, such as Mailchimp, could be a bit more intelligent.
  • I would like to see a cleaner handoff between Freshdesk and Freshsales as far as management of customer data is concerned.
If you are an online-based business, this is a perfect CRM solution to start with. It's really cost-effective, simple to implement, and they have excellent support documentation to help you run your business and optimize your sales pipeline and database. If I was starting a new business tomorrow, I would be hard-pressed to find something better than Freshsales at this point.
Score 10 out of 10
Vetted Review
Verified User
Freshsales is used as our sales CRM and also to manage our reader and visitor data across the whole business. We now have a system that pulls together and filters our data as and when we need to.
  • Ease of use.
  • Email
  • Filtering of our data.
  • Reports
  • The way you purchase email credits is the only con in my opinion.
We have used the service for our Sales team as well as to manage our data.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Freshsales is a superb CRM system that fits our requirements perfectly. Ability to add custom forms, syncing with emails, mobile app, advanced search functions, access to the API if required. It's a simple, straight-forward, but very powerful and essential business tool.
  • API
  • Mobile app.
  • Google apps sync.
  • Great UX and UI.
  • Search can be a little slow.
  • Adding new contacts should be easier.
Freshsales is great for growing businesses as it develops with you, with its functionality becoming more useful.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
It is being used by the Sales Department and it solves our end to end lead status tracking, sales deals management, and data analytics. It is our CRM tool which helps in improving our marketing strategy as well. Help to manage the team targets, performance and in which areas should we improve.
  • It helps to nurture the leads and keep a track of each of them.
  • It is all-in-one type of tool for a salesperson comprising all communication methods.
  • Customized email campaigns.
  • In-depth analytics for end-to-end pipeline tracking.
  • Better chat option.
  • Make it more user friendly.
  • Pricing should be more competitive.
Well suited for:
  • Small sales teams
  • Lead pipeline tracking
  • Team management
  • Communication options
  • Prioritization of leads
  • Visualization of leads and sales

Not suited for:
  • Bigger teams
  • The company who has a custom process
  • Who needs a knowledge base
  • Chat-based sales
  • Filteration of emails
  • Who need to raise tickets
Ankit Thakrar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Having used Freshdesk in my previous organization, I had to try Freshsales while looking for a CRM at my new job. And in just 2 days I had made a soft decision to go with it. I tried Copper and AgileCRM as well but Freshsales beats them hands down both in terms of features and pricing.

Currently, I have been using it for 3 months and it totally fits the bill. What I really like about Freshsales is the integration with the Google suite of products. It feels like an extension of our Gmail.

There are certain features that are not up to the mark, but having used 3 products (Freshdesk, FreshSales & FreshMarketer) from the Freshworks portfolio, I am confident they will fix them in the coming months.
  • Easy To Use - Very intuitive and modern UI.
  • Great Customer Support - Every page on the CRM has support articles that are recommended via their chat widget which are immensely helpful. If the articles do not cut it, then the customer support agent is available in 5 to 10 mins via chat. Other channels like email and call are always there but never reached a stage where I had to email or call them. Chat always did the trick.
  • Comprehensive Feature Set - I am on the Garden plan it does what we need as an SMB and more.
  • Value for Money - The same feature set would be offered at a higher plan by the competitor.
  • Lead Score Calculation - This is unintuitive right now. This needs to be clarified on how one can reliably set up this metric.
  • Tracking open clicks if there are multiple links in the email body. Currently, it only says the lead clicked on a link. But if you have multiple links then you would want to know which link.
  • This is maybe too much to ask, but the ability to adjust the Row height and column width to see maximum content in one window. Something like a compact view that Gmail offers.
  • Chrome Plugin - We can create a lead but we cannot edit the lead details from the plugin. It would be helpful if we can edit the lead details from the plugin.
  • Tracking is possible only if the email is sent from with the CRM. It should also take place if sent from Gmail inbox.
It meets the core needs almost perfectly - Journey from creating a lead to closing the opportunity.

Lead Management - 10/10
Contacts Management - 10/10
Account Management - 8/10 ( Currently if I create any notes or attach a file to a Deal/Opportunity it does not reflect in the Account page, which I feel should be visible).
Deal Management - 10/10

Task Management - 7/10 (The task view is a little restrictive, can be improved).
Ron Davidson IV | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use it for all CRM work. It keeps our sales process organized, efficient, and moving forward.
  • User experience.
  • Reporting.
  • Lead organization.
  • Additional reporting.
  • Dashboard features.
  • More integrations.
Small to medium-sized sales teams looking to actively prospect, sell to, and close deals.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Miaa Guard is a Belgian IT company which develops unique APIs to manage and control access for millions of consumers and professionals out there. We are using the FreshWorks suite, which also includes FreshSales, which is widely being used by most of our employees (sales, marketing, customer service, etc). It helps a lot with streamlining account management and sales activities in our organization.
  • Flexibility. It offers us an out of the box solution, but we can also customize it the way we find most suitable.
  • User Friendliness. The UI is accessible and easy to assimilate. There are plenty of advanced features available, which makes the platform suitable for both small, medium, and large enterprises.
  • Quick Reports. Good out of the box reports and customizable data queries.
  • They could work on making integration easier between FreshSales and other FreshWorks products and/or other systems.
  • Allowing the possibility to render customer scores and weights.
Freshsales is very handy for tracking leads, customer contacts, and account information on the overall.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
Freshsales is currently used across the sales, inside sales, and account management teams. The company as a whole uses it to effectively track leads, communication, and deals associated with the leads. We also use it to project the revenue stream expected in a quarter. I use it with the Account Management team to track every account I handle, the upcoming deals associated with those accounts, and to log all communications for transparency.
  • You can stay on top of every single one of your accounts with quick notes, thoughts and tasks.
  • We're able to update different stages of a deal so that there's transparency within a team. If you're not on hand to provide a timely update, Freshsales is there to fill in the gap!
  • We can track the revenue expected in the coming quarters/years based on deals present and incoming.
  • There's a lot to do on the product, so if you're not effectively trained in the beginning it can be overwhelming.
Freshsales is best suited to track all outside comms across an organization, so you can see the history of an entire client from pre-sales to account management.
July 24, 2019

Freshsales review

Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Freshsales to manage sales leads.
  • It's easy to use.
  • It has a nice interface.
  • It's 100% cloud-based, and can be accessed anywhere with an internet connection.
  • It's a little slow sometimes (which could have been due to my internet speed).
  • The customer service reps can be a little difficult to understand.
Used for managing sales leads, keeping track of all correspondence, and scheduling future correspondence.
Score 10 out of 10
Vetted Review
Reseller
I use Freshsales to manage potential clients. Freshsales is used throughout the whole company. A lot of contacts come from advertising. The right person adds contacts to CRM. Then I call these customers and sell. Freshsales helps me in organizing large amounts of potential customers. The speed of action is the biggest advantage for me.
  • The speed of action is the biggest advantage for me.
  • Transparency of contacts.
  • I have no complaints!
FreshSales is suited for any situation where you need to manage a large number of leads.
Mahendra Bhavani | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Sales CRM was a new thing for us as we were used to traditional book keeping. Freshsales changed the way we managed sales and approached our clients. Now we are more comfortable and confident in predicting sales and setting targets for various campaigns.
  • Lead scoring.
  • Highlighting rotten deals.
  • Mobile application and notifications.
  • Freshsales integration with FreshCaller and Gmail.
  • Setting follow up time and date.
  • Reporting could be better.
  • Desktop application would be a huge help.
Freshsales is best suited if you are a beginner in sales and marketing.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
The company I worked for uses Freshsales for the sales department. It provides sophisticated intelligence on the business in an easy to use manner. Combined with other products such as Freshchat and Freshdesk it has greatly contributed to improve the workflow and help the team to keep the focus on the things that matter the most: the customer and the prospect.
  • Simplicity on how you can customize fields within the CRM itself.
  • The lead score mechanism is very effective.
  • The reporting system is very good and provides accurate data.
  • It is easy to navigate and can be easily taught to new members of the team.
  • The price is highly competitive.
  • Because it is in the Cloud, sometimes it takes a lot [of time] to load pages.
  • Email read status is sometimes not recorded correctly.
  • The mobile app is underdeveloped.
Freshsales is suited on all [parts of] the sales cycle. From the lead area to deals won. It is very effective to keep track of all the stages. It is highly recommended for the software and IT industries. Overall, I don't find any scenario that it cannot be used. The CRM can be adjusted to anyone's needs.
Michael Brennan | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Freshsales is an excellent customer relations management suite aimed at smaller enterprises that do not need a sophisticated (expensive) CRM system. We had implemented it in the stage when we were too big for no CRM but too early for a big system with the requirements for resources. Freshsales CRM helps to achieve goals without going through the lengthy customization process first. It took less than a week to set everything up, and we were ready to go. The interface is intuitive and lets us organize fairly complex projects with ease. Overall, the experience with FreshSales has been much better than expected.
  • Freshsales API added into Freshdesk synchronizes the data across the two platforms.
  • The integrations work really well: calendars, contact, and emails in Google and Office 365 are automatically synchronized both ways.
  • Good email templates for easy scheduling of email marketing campaigns.
  • Fair pricing options.
  • Prompt and efficient support team.
  • The reminders are not detailed enough, for example, it is not possible to set up a notification when the lead has not responded for a set amount of time.
  • The more advances workflows are possible only with the help of third-party tools (Zapier).
  • It takes time to list through several pages of data.
It would be best suited for a smaller company (startup or a family-owned business) that needs to manage its relationships with users and the business opportunities in a simple but effective way. Also, great for teams that work from different locations; the data is elegantly synchronized for all involved users. It is not suitable for those companies that need (and can justify the costs and resources involved) all the bells and whistles of the CRM.
Aaron Krall | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
I've been using the Freshsales suite for about a year now. What an amazing tool. They've somehow been able to combine everything I need in one place and still make it simple and easy to use. Not only that, the customization! It took me a bit to get it the way I wanted it, but now that it's there it's amazing. Not only can I keep track of all my leads, but I can also see if they visited pages on my site which increases their lead "hotness" so I can reach out to hotter leads. It lets me email leads right from the dashboard as well, and even schedule emails to go out if someone needs a follow up in a specific amount of time which is a lifesaver because I never remember to follow up. The sales engagement is SO helpful. Being able to track whether or not they opened the email and follow up if they haven't (or have) is also great. Support is great, there is always someone there to answer my Qs (and I have a lot of them). And all of their tools work together so I can keep track of emails, chats, etc. Really impressed with this tool.



  • Suite of tools that work together
  • Customizable
  • Flexible, but not hard to learn
  • Bit of a learning curve.
Freshsales is great if you have high lead flow and multiple funnels you need to keep track of. It's great at automating a lot of the follow-up and engagement. If you're a one-man-band or don't have high lead flow this might be a bit overkill for you.
Score 1 out of 10
Vetted Review
Verified User
We use FreshSales as our CRM for the sales and customer success teams. We've also used it for basic email campaigns (1:many) updates and product marketing.
  • User friendly interface
  • Flexibility to add new fields to user records
  • Affordable
  • 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
If you're looking for an extremely cheap, bare-bones CRM that will house a few hundred contacts that you manually enter, FreshSales is probably a fine solution for you. If you're running a sales or customer success team with any sort of scale or sophistication, this system will be unable to support your needs. I used to be an advocate of FreshSales as a good starter CRM, but due to all of their issues with downtime and bugs - and the fact that they deleted over half of our user data (20,000+ records) - I would strongly recommend that you avoid this company and spend a little extra to get something reliable.
March 11, 2019

Buggy software

Score 2 out of 10
Vetted Review
Verified User
Incentivized
It's no longer being used. It was being used as a real estate brokerage CRM. We were using it to track clients, track leads, and forecast revenue. It was also being used to collaborate with other team members. Ultimately, it was not stable.
  • It's fast
  • Support is fast
  • Clean interface
  • Support is frequently offline
  • Very buggy software
  • Limitation on configuration options
Freshsales is affordable, simple and can organize information well. It's also very responsive/fast. It is, however, very limited in your ability to organize the interface. We had to engage support a lot during setup with buggy imports and general instability.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
I own a small business and I use the Freshsales CRM primarily for my outgoing sales and prospecting efforts. It is very helpful in tracking and maintaining the communication and follow-up for outgoing prospecting calls and emails. It is very streamlined, and incredibly easy to customize the layout to fit your needs.
  • Easily integrates with your email program. I use Office/Outlook, and it syncs very easily.
  • Very easy to schedule and manage prospecting efforts.
  • Generates customized reporting, and is easy to modify based on your needs.
  • My only frustration with Freshsales is that it is taking a little longer than I anticipated to integrate with my VOIP phone provider (Ring Central). It is in process, but it has taken longer than I had hoped to be one of the selected phone providers that they integrate with.
I previously had Salesforce.com, and it was so complicated to try and do any customizing. Trying to reach support at SFDC was also a hassle. With Freshsales CRM, it has been so incredibly easy to make any changes to the look and feel. It is very straightforward, and they have done a very good job of making it user-friendly. I have also had good experiences with their customer service and support.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We initially came to Freshsales after hunting around for a CRM solution with a sales-focus and integrated telephony– as we found that the system we use to manage projects and inbound enquiry (Trello) was falling short on functionality, such as automatic recording and logging of email/phone interactions.

Only a very small subset of our staff use Freshsales, but it is used by sales representatives for the purposes of managing interactions with staff and prospects, as well as tracking ongoing and closed deals.
  • Phone and Email integration
  • Ability to fully customise the platform, fields, and workflows
  • Value for money
  • Automation ('workflows') need a bit of work. In comparison to other sales CRMs that automatically 'nudge' sales staff when a phone call or email hasn't been returned (for example), these nudges can be created as 'tasks' in Freshsales, but only by someone who knows what they're doing, setting explicit trigger and action rules that don't always cover all scenarios.
  • Event tracking with Segment (or just with their JS library) is a little bit haphazard. I'm sure it works well for in-app actions, but if a user visits your website and interacts with you and you aren't using the Freshsales forms on your website, it can be hard to identify users and track website visits and actions etc.
  • Learning curve– seems to be aimed at users with a bit more technical know-how; so might work well for SaaS sales teams or sales engineers, but not so much for users in other industries. Our non-technical staff have found it to be confusing.
  • Mobile Application– works very well as a contact directory, retrieving a quick overview of interactions, and now you can place voice notes that sync with the web app; these features aren't necessarily critical to our field salespeople. A user will still need to 'come back to the office' to retrieve missed voicemails, update deals notes, as well as place calls from their VoIP number. Freshsales will forward calls to a mobile, but won't allow the sales staff to place calls from their mobile device using their VoIP numbers (or receive calls from these lines).
Freshsales is great for a CRM with integrated telephony, where users are of an entirely Inside Sales team. It is also very strong if you value a CRM that allows you to customise fields, descriptions, and displayed information for all of your Leads/Customers/Accounts/Deals.
It is also great if your users have technical backgrounds, as the customisation and manual configuration of automation steps can be somewhat cumbersome.

It isn't great if you are not happy to use their webapp to replace your email client (It works well for sending and receiving emails, but if you switch back to Gmail and open a sent message it is marked as read by the recipient, so it is important to only stay within the Freshsales client for reviewing sent emails - at the time of writing).

For those who rely on outside sales teams, or want a solution that plays nice 'out of the box', I imagine you might find Freshsales to be a little difficult to use.
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