Freshworks CRM (formerly Freshsales)

Freshworks CRM (formerly Freshsales)

Freshworks CRM (formerly Freshsales)



Freshwork CRM Formerly Freshsales Review

It's is Used Accross the Marketing, Sales and Service Department for Smooth Collaboration Between each of them. Freshwork CRM is basically …
Read full review

Great CRM for small businesses

I use Freshworks CRM as a CRM and Sales Engagement platform. Love having sales sequences integrated with the standard CRM system. It's …
Read full review

Freshsales at a glance!

We use Freshsales in our prospect, commercial, and relationship areas. We resolved problems of generating leads with the proper …

Freshsales Review

It is being used by the whole sales team including the support team. We have our support portal also connected with Freshsales so that we …

Freshsales Review

For the past 3 years, Freshsales has changed the way we monitor sales, opportunities, and even projects.
We use Freshsales across the whole …

Popular Features

View all 20 features

Pipeline visualization (50)


Customer data management / contact management (51)


Interaction tracking (50)


Integration with email client (e.g., Outlook or Gmail) (50)


Reviewer Pros & Cons

View all pros & cons


View all pricing

Marketing Cloud - Growth


per user per month, billed annually

Customer-for-Life Cloud - Growth


per user per month, billed annually

Sales Cloud - Growth


per user per month, billed annually

Entry-level set up fee?

  • No setup fee


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

Features Scorecard

Sales Force Automation


Marketing Automation


CRM Project Management


CRM Reporting & Analytics








Product Details

What is Freshworks CRM (formerly Freshsales)?

Freshworks CRM (formerly Freshsales) is an all-in-one sales CRM software with features like built-in phone and email, lead scoring, visual sales pipeline, reports and dashboards, automations, and mobile apps, ensuring that sales reps do not have to juggle between multiple tools to get the job done. According to the vendor, Freshworks CRM is easy to use, and has an intuitive UI means translating to minimal on-boarding time for sales reps.

Freshworks CRM comes with auto-profile enrichment and activity tracking which helps sales reps get a 360-degree view of their leads. The vendor promises that the AI-based lead scoring feature helps sales reps understand and prioritize their leads better. Freshworks CRM also enables sales reps to get a more holistic view of their sales pipeline with the visual sales pipeline. The drag and drop UI makes it easy to move deals between stages and even mark them as won or lost. The visual sales reports and dashboards make it easy to accurately forecast your business. The sales campaigns feature in Freshworks CRM allows users to create, send, and track outbound email campaigns without having to rely on external software.

Editions of Freshworks CRM include the Sales Cloud, the Marketing Cloud, and the Customer-for-Life-Cloud. Expanded features include conversion optimization (with technology acquired with Zarget in 2017), which adds website heatmap & session replay functionality, funnel analysis, as well as A/B testing.

Freshworks CRM (formerly 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: 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

Freshworks CRM (formerly Freshsales) Screenshots

Analytics & ReportingLead Scoring360° ViewAI-Based Lead ScoringVisual Sales PipelineActivity TimelineDashboards

Freshworks CRM (formerly Freshsales) Videos

Why we built Freshsales - The Inside Story
Product Overview

Freshworks CRM (formerly Freshsales) Integrations

Freshworks CRM (formerly Freshsales) Competitors

Freshworks CRM (formerly Freshsales) Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone
Supported CountriesWorldwide
Supported LanguagesEnglish, German, Dutch, Italian, French, Spanish, Portuguese, Polish, Russian, Chinese


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Frequently Asked Questions

What are Freshworks CRM (formerly Freshsales)'s top competitors?

Pipedrive, Insightly, and HubSpot CRM are common alternatives for Freshworks CRM (formerly Freshsales).

What is Freshworks CRM (formerly Freshsales)'s best feature?

Reviewers rate Mobile access highest, with a score of 9.3.

Who uses Freshworks CRM (formerly Freshsales)?

The most common users of Freshworks CRM (formerly Freshsales) are from Small Businesses and the Information Technology & Services industry.

Reviews and Ratings




(1-25 of 86)
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Score 8 out of 10
Vetted Review
Verified User
Review Source
It's is Used Accross the Marketing, Sales and Service Department for Smooth Collaboration Between each of them. Freshwork CRM is basically used for Lead Management within our organization
  • Maintaining Hot Prospects
  • LEAD Management
  • Sales Sequence
  • User interface needs to be More Intuitive and User Friendly
  • Tech Support not Upto the Mark
All the Data from the Marketing Campaign is Transferred to the CRM. Here on with the help of Outbound/inbound Calling you Can Pitch our Product or Services to the prospects. It is well Suited for all the organization irrespective of their Size.
Support team needs to be upgraded as quite a Time our Querry was not resolved.
Mark Kosier | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Review Source
We currently use it for a couple of client projects. We implemented Freshworks CRM [(formerly Freshsales)] for a retail company. We used Zapier to integrate with Freshworks CRM [(formerly Freshsales)]. Whenever a customer purchase something the customers info would then forward over to Freshworks CRM [(formerly Freshsales)]. We could then use Freshworks CRM [(formerly Freshsales)] to send targeted email campaigns.
  • Support is awesome
  • Very simple interface
  • Quick setup
  • I have not found any areas I do not like
[Freshworks CRM (formerly Freshsales)] is great for small to very large enterprises. I am sure it might have a few cons but I have yet to find any flaws in Freshworks CRM [(formerly Freshsales).]
Fast friendly support. Always available when you need them. They will also get on a remote session and walk you thru anything you on stuck on.
Immanuel Chiplin Sam S | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
I've tried various other CRM's and Freshworks CRM looks and feels energetic and easy to use. You can easily configure workflows and automation, set up sequences for your email campaign. Some tools (That I have used in the past require a separate application that has to integrate with my CRM to perform this action.) We, at our organization, use it to build pipelines and maintain customer/prospect information.
  • Sales sequences
  • Importing contacts and accounts
  • calendar sync
  • Deal module to easily navigate
  • The interface itself can be made easier for some people especially who are not tech-savy
  • After importing, you could make the errored file viewable in the interface itself instead of an email
  • Had to reach support to know where to upload files related to a contact the first time
If you have used a couple of CRM's in the past, then Freshworks CRM would be a piece of cake for you. No worries if you are a beginner, you will always be assigned a technical support representative, who can guide you and show you how things work and you can set it up yourself. It is well suited for any company that primarily handles customer information and best suited for sales management.
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...
Score 6 out of 10
Vetted Review
Verified User
Review Source
We brought on [Freshworks CRM (formerly Freshsales)] as a replacement for Salesforce. We needed a way to track leads through the sales cycle and provide reports to our executives. [Freshworks CRM] allows us to manage leads, contacts, accounts, and deals. We also use it for sales campaigns as needed. This is being used only by our Sales department but as our Support team uses FreshDesk, we can see any Support tickets that have been raised by our customers in the platform as well which is helpful.
  • Importing Leads
  • Allowing multiple pipelines
  • Sharing reports and dashboards with others
  • Leads and Contacts do not seem to be adequately defined.
  • Reporting is not as robust as we would like it to be
  • Integration with FreshDesk is one way - we can see information from FreshDesk to FreshSales but not vice versa
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.
The team does try to be responsive, but there is a definite lack of organization and a noticeable delay in the time it takes to get assistance.
Score 9 out of 10
Vetted Review
Verified User
Review Source
I use Freshworks CRM as a CRM and Sales Engagement platform. Love having sales sequences integrated with the standard CRM system. It's user-friendly, easy to set up and has all my lead information in one place, including communications.
  • Sales sequencing.
  • Customizable forms and data input.
  • I'd like the system to auto detect spacing after integers, so that when they are incorporated into a sales sequence, there's not an odd space after the placeholders.
I've used it to create email marketing campaigns with the sales sequencing, and set it and forget it. I love how I've been able to get new interested leads after 4-5 emails without having to constantly check in with the prospect.
Their online support chat isn't monitored regularly, though it says someone will be with you shortly. The follow up from support is spotty.
May 14, 2020

Overall Great CRM

Brandon Howard | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We are using Freshsales for our sales department and for client management through projects at my web design company in Nashville. It allows us to automate communication so we can send personalized messages to get people to set up calls. Then we have integrations with other apps to move leads and existing customers through a pipeline so it only sends them the relevant notifications and follows up when appropriate.
  • 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.
  • Their tech support is pretty bad. I think I get a helpful answer maybe 20-30% of the time. I wish they would actually think about the problem and try to find a solution instead of sending a scripted or another completely unhelpful answer.
Freshsales is pretty much perfect if you are a small organization with just a few users but need robust communication capability.
Renan Otero | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Review Source
We use Freshsales in our prospect, commercial, and relationship areas. We resolved problems of generating leads with the proper information and integrations with our systems, moreover, we now are able to have a live base of prospects and strategic data on how we can perform better for prospecting. About sales and relationships, we keep track of what negotiations are important and strategic reports on how are sales velocity is running, and the number of clients that renew, moreover, we have the entire history of the customer with us.
  • Leads: organization, capture, integration
  • Sales: organization, intelligent data about metrics, forecast
  • APIs are very simple and stable to use, Zapier and 3ªpart integrations provided
  • User experience, almost no training is needed to use the solution, more over, a great app for iOS and Android
  • Could be improved in contract management (CML)
  • Could be improved for sales with proposal generator
  • Better visual composer for lead history board
Freshsales is very good for:
Services companies
Digital business

Freshsales needs to be improved for:
May 07, 2020

Freshsales Review

Ravikant Tiwari | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Review Source
It is being used by the whole sales team including the support team. We have our support portal also connected with Freshsales so that we can customize our offerings as per the customer's need. We can look into customers' specific interests and offer them value-added services using Freshsales CRM. It is an amazing experience. and very easy to use. The biggest issue was seeking the report from my sales reps. Now it has been addressed by Freshsales CRM in a big way. I can see the reports in a click of a button.
  • Easy to use
  • Fantastic collaboration
  • Reporting dashboard
  • Analytics
  • Limited choices for font in email template
Freshsales has very easy to use and good reporting tools available to forecast your sales figures for coming weeks, month, and year, and sales reps by performance, etc.
Prashant Choudhary | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
This is the simplest CRM out there and the only one that offers a free plan, so for small and medium businesses it is somewhat of a boon wherein you can actually help with increasing your sales and marketing productivity for low costs or even for free. This software is easy to learn and doesn't offer many complexities but then again it falls short as compared to several high prices CRMs, i.e. you get what you pay for.
  • Great entry point for starting small and medium businesses.
  • Easy to use UI.
  • Free plan availability is the biggest pro.
  • Excellent pricing across paid models ranging from $12 to $80 and services provided therein suffice all the requirements.
  • Data analysis for large datasets is a bit tedious.
  • Checking spelling in mails is a little flawed.
  • Does not offer as many 3rd party integrations as its competitors.
This is suitable for small and medium enterprises looking for cost-friendly solutions for a CRM suite, it solves most of the problems in that scenario, i.e. it increases sales productivity and is easy to learn, which reduces in turn the training time and costs for a firm. It falls short on certain scenarios for large companies due to its shortcomings like tedious data analysis of large datasets or fast moving volume sales, integration with Facebook or Instagram leads, etc.
April 16, 2020

Freshsales Review

Jose Adan Ortiz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
For the past 3 years, Freshsales has changed the way we monitor sales, opportunities, and even projects.
We use Freshsales across the whole organization to keep everyone updated about project status and to document assets, from a proposal from an Account Manager, to notes, call registry, and project scope for the Professional Services team. We had problems registering new opportunities in an easy way and controlling the sales pipeline, with Freshsales we now have an instant view of business status even from Freshsales Mobile App.
  • The way you can easily build and modify a filter for a business view.
  • Visual representation of sales pipeline.
  • Integration with other Freshworks tools.
  • More flexible reports.
  • User profile segmentation and permissions.
  • Easy reports directly from a sales pipeline inside a view/filter.
Freshsales is good for businesses with fewer than 100 employees (users). We are a Technology Consultant Partner, and we work with a lot of products and services and Freshsales helped us organize all kinds of sales and opportunities.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We have two use cases for Freshsales - we use it as a straightforward CRM for our sales team to manage our relationships with clients, and we also use the system as a way of maintaining our users. Our directors, sales team, telemarketers, and marketing teams all use Freshsales daily.
  • Separate leads from contacts - this ensures you build good pipelines.
  • Allows you to email marketing campaigns so you can do everything through one system.
  • The email limit is small - only 500 per user. This makes it challenging to run big campaigns.
  • It brings into the CRM any contact that is emailing your email address that is linked to the account.
Freshsales works well as a CRM system with an added utility such as email marketing and leads scoring. We did use the call system on fresh as well; however, this wasn’t the most cost-effective way to work. I would use fresh to grow sales, but I wouldn’t use fresh to purely run as an email system like mail chimp (until it’s more cost-effective to up email limits)
February 01, 2020

Simple and efficient CRM

James E. Heyward CPA | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
We use Freshsales CRM to manage leads that come in via telephone, web, and email. Also, we use it to keep track of sales opportunities to existing clients.
  • Freshsales is great for gathering and organizing detailed information of leads and contacts.
  • The software integrates well with other cloud applications.
  • The software is scalable.
  • Freshsales could do better if they made the focus more general rather then for software companies.
  • Expand the integrations to other software.
  • Continue to improve reporting.
The software is extremely strong for web-based sales and industries like event management

For industries like retail, may not benefit as much.
Josh Musson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Freshsales is being used by our entire organization. It is the CRM that we currently use to keep track of our customers. We use it for everything, all the way from Email Marketing to attaining new customers through the phone. It is what the higher-ups in the organization use to monitor the employees and what they are doing with each of their prospects. It is integrated through everything that we do. It is a great product; I have come to really rely on it and love using it.
  • Organizing.
  • Attaining new clients.
  • Integration.
  • SMS bulk texting.
I think Freshsales is well suited for anything that has to do with prospects and updating current people you are talking to. It is particularly well-liked by the upper management and viewing what each of the employees is doing each day to make sure they are updating and working on each prospect correctly. It also is great to see the complete funnel of when this person has been reached out to by what employee. Whether it is by email or phone, you basically get a full list of every time someone has talked to this person.
I would say that it isn't appropriate for a communication tool within the organization. That is one thing that I think they could do better, is have a box where everybody could talk to each other.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Freshsales is being used to manage our sales pipeline and act as a CRM for other parts of the business. It allowed us to go to a cloud-based solution that was also much simpler to use and maintain than Microsoft Dynamics.
  • Ease of use
  • Integrates into third party applications.
  • Ability to maintain and develop a sales pipeline.
  • Needs direct O365 integration.
  • Needs easier recurrence tasks.
Well suited for simple sales pipelines and keeping track of customers after the sale.
Score 9 out of 10
Vetted Review
Verified User
Review Source
I used Freshsales to track our new business and set up workflows based on specific points of the deal. I also used it to store customized client data, as well as to connect our G Suite email account up with the CRM so that we could obtain an overview of communication on the clients' respective CRM pages.
  • Quick transitions between modules
  • Seamless data entry
  • Overall "fresh" experience
  • High level of customization
  • Creation of a client portal
  • Online document storage
  • Online document signing
Our company had tried many, many different types of CRM systems and Freshsales was the best. We moved because we ended up requiring a different type of solution. But Freshsales was fantastic. If you require online document storing and signing, you will need to look elsewhere, but not many CRMs provide that, and the ones that do, are not as good at being a CRM as Freshsales is. This is an honest take on the matter. There are some solutions that do really well, but significantly exceed the Freshsales pricing.
January 22, 2020

Great outbound sales CRM

Ignacio Cruz | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
As an organization we use Freshsales CRM for our outbound and inbound sales. We actually use the blossom plan. We have a business that depends on prospecting for new leads and this platform is perfect for that. It let's you create sales campaigns for prospecting with different stages and actions within the platform. Then you can qualify the leads as you wish with custom variables and have workflows that work depending the value of this variables. It also has a phone feature where you can call within the platform and record the conversation. And for the inbound sales it let's you capture leads with web forms and qualify them.
  • Prospecting.
  • Sales campaigns and bulk emails.
  • Qualifying leads.
  • Deals funnels.
  • User experience.
  • Workflows.
  • Linking accounts with leads.
Freshsales CRM is well suited for organizations that rely mainly of outbound sales and need a great team dedicated to sales development. Managing territories and ownership within accounts, leads, contacts and deals. Managing funnels of different products within a same organization. Managing sales campaigns and receiving web forms from landing pages.
Rudy Veve | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Freshsales is being used by my company as a single point of contact for all of our lead and prospect database. We use it to warehouse all of our client and account information and is the tool that we use for all of our calling out for lead and prospect generation. I am able to follow the lead from the initial point of contact through out the entire lead and sales cycle and then once they are a client I can use Freshsales to do all reordering and account management. Along with the mobile application on my mobile devices Freshsales has to be one of the most extensible and robust sales tools that I have used since Salesforce!
  • Freshsales does predictive strength of a lead thing very well. By assigning each lead a score to how many times and in what ways they have been contacted I am able to see at one glance how hot or cold a lead is and where they are at in their buying process
  • Fresh sales offers an on board dialer that is an effective tool to be able to do out bound dialing and to use as a way for your clients to get a hold of you!
  • I really like how Freshsales comes at database management and how relational every aspect of the overall database it is.
  • I think if the outbound phone tool was a true predictive dialer and allowed me to load a list of numbers and just tell it to go by hitting a button that would make my job easier.
  • I wish that Freshsales was a little bit more intuitive with some aspects of their GUI.
  • I think that Freshsales could use a lesson from the likes of Five9 or Call Fire when it comes to the types of reporting that it can execute.
I think that Freshsales is well suited for a smaller company or a medium to larger company that has remote agents. I think that Freshsales is not as well suited for a company that has to do a lot of out bound dialing.
Marcelo Araujo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Review Source
Freshsales helps us a lot with customer comunication. It is very easy to control information about leads, deals and more. And the pipelines help us to see where the customers are on their journey. Also we use the email marketing function in Freshsales. Email marketing gives us better results with our existing customers.
  • Email marketing.
  • Control of leads.
  • For the beginners, it can be a little confusing.
  • API could be better.
Freshsales is appropriate if you want to improve your relationship with your customers. It can help you with new customers and existent customers. The Freshsales functions are easy to understand, but if it is your first time with this tool, it can be little confusing because there are a lot of stages of a customer conversation.

The API could be better because sometimes it does not work with basic authentication, for example. The SDK could be better because there are some functions that do not work as expected, like CTI.
Dan Styklunas | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
I am using Freshsales as my CRM for my marketing agency. It is where I store all of my leads, contacts, and account data, progress on deals, and email communications. It keeps me organized and centralizes my sales data.
  • It has a comprehensive set of tools and gives me options for how I interact with prospects and clients.
  • It syncs both ways with email, which is a big timesaver.
  • It is easy to set up, and support has been very helpful.
  • If anything, there may be too many options. I love the features but sometimes it can be a challenge to work quickly.
  • I would like to see more flexibility in what fields I choose to use at the contact and lead level.
  • I would like to see more room to add research and notes on accounts. But it works well in the current version.
I think it offers a lot of value for a small or medium-sized business. It can probably work well for an enterprise too, but I don't know how well it would scale in that context. I can say that it has never gone down on me or been unavailable, so the performance has been great. I do like how I can send and reply to emails right inside the program without having to switch back to other applications. The reporting is straightforward and works well with minimal setup. Very useful.
August 06, 2019

Freshsales Review

Jeffin Idiculla | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Freshsales is been used for monitoring the sales and followup activities in our organization. The main department that uses fresh sales is our sales team and marketing team. Freashsales has helped us to automate a lot of processes like lead distribution, auto task creation followup and backup. It has a very userfriendly design and has a great Customer Support Team.
  • It's very easy to use.
  • Very adaptable to our costume needs.
  • Great Customer Support.
  • Hyper linking in notes is not available.
  • Basic template in sale marketing should be available.
  • Lead Score Customization should be available fully from garden plan.
They have a lot of integration and their API are available publically so fresh sales is very easily adaptable to our tools.
Josette Skilling | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
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
Review Source
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
Review Source
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
Review Source
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.
Ankit Thakrar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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).