Freshworks CRM (formerly Freshsales) Reviews

78 Ratings
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Score 8.4 out of 100

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Reviews (1-25 of 54)

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July 23, 2021
Immanuel Chiplin Sam S | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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
Read Immanuel Chiplin Sam S's full review
June 10, 2021
Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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
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June 11, 2021
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
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May 14, 2020
Brandon Howard | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Brandon Howard's full review
May 07, 2020
Renan Otero | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Review Source

Pros and Cons

  • 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
Read Renan Otero's full review
May 01, 2020
Prashant Choudhary | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Prashant Choudhary's full review
April 16, 2020
Jose Adan Ortiz | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Jose Adan Ortiz's full review
February 03, 2020
Ellie Wilkinson | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Ellie Wilkinson's full review
May 08, 2020
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Ease of use
  • Integrates into third party applications.
  • Ability to maintain and develop a sales pipeline.
  • Needs direct O365 integration.
  • Needs easier recurrence tasks.
Read this authenticated review
April 30, 2020
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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
Read this authenticated review
February 01, 2020
James E. Heyward CPA | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read James E. Heyward CPA's full review
September 17, 2019
Rudy Veve | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Rudy Veve's full review
August 29, 2019
Dan Styklunas | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Dan Styklunas's full review
August 06, 2019
Jeffin Idiculla | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Jeffin Idiculla's full review
August 29, 2019
Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • Monitoring emails. I have a great need to understand the lead activity in order to make the next and most appropriate move.
  • Running automated email campaigns. I can set some rules and Freshsales will send a bulk/targetted communication. This saves me time, effort and more importantly allows me to reach leads at the right time.
  • Managing leads and prioritizing leads. Setting a lead score helps me allot my time more productively.
  • The mobile app could be better.
  • Very rarely email templates freeze but they do recover quickly.
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July 24, 2019
Josette Skilling | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Josette Skilling's full review
July 24, 2019
Lavanya Chandrasekharan | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Pros and Cons

  • 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.
Read Lavanya Chandrasekharan's full review

Freshworks CRM (formerly Freshsales) Scorecard Summary

Feature Scorecard Summary

Customer data management / contact management (51)
8.8
Workflow management (49)
8.7
Territory management (39)
9.3
Opportunity management (43)
9.1
Integration with email client (e.g., Outlook or Gmail) (50)
8.3
Interaction tracking (50)
8.8
Channel / partner relationship management (38)
7.4
Lead management (46)
9.0
Email marketing (47)
8.8
Task management (46)
8.7
Reporting (48)
8.6
Forecasting (41)
8.6
Pipeline visualization (50)
9.1
Customizable reports (43)
8.8
Custom fields (48)
8.8
Custom objects (38)
8.9
API for custom integration (36)
8.3
Single sign-on capability (38)
9.1
Role-based user permissions (43)
9.0
Mobile access (46)
8.7

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

Has featureCustomer data management / contact management
Has featureWorkflow management
Has featureTerritory management
Has featureOpportunity management
Has featureIntegration with email client (e.g., Outlook or Gmail)
Has featureInteraction tracking
Has featureChannel / partner relationship management

Marketing Automation Features

Has featureLead management
Has featureEmail marketing

CRM Project Management Features

Has featureTask management
Has featureReporting

CRM Reporting & Analytics Features

Has featureForecasting
Has featurePipeline visualization
Has featureCustomizable reports

Customization Features

Has featureCustom fields
Has featureCustom objects
Has featureAPI for custom integration

Security Features

Has featureRole-based user permissions
Has featureSingle sign-on capability

Platform Features

Has featureMobile access

Freshworks CRM (formerly Freshsales) Screenshots

Freshworks CRM (formerly Freshsales) Videos (2)

Freshworks CRM (formerly Freshsales) Integrations

Freshdesk, Twilio Segment, Freshchat, Freshcaller, Mailchimp, Zapier, Xero, PieSync, from HubSpot, Google, Freshconnect, QuickBooks

Freshworks CRM (formerly Freshsales) Competitors

Pipedrive, Insightly, Salesforce

Freshworks CRM (formerly Freshsales) Pricing

  • Has featureFree Trial Available?Yes
  • Has featureFree or Freemium Version Available?Yes
  • Has featurePremium Consulting/Integration Services Available?Yes
  • Entry-level set up fee?No
EditionPricing DetailsTerms
Customer-for-Life Cloud - Growth$29.00per user per month, billed annually
Customer-for-Life Cloud - Pro$69.00per user per month, billed annually
Customer-for-Life Cloud - Enterprise$125.00per user per month, billed annually
Sales Cloud - Growth$29.00per user per month, billed annually
Sales Cloud - Pro$59.00per user per month, billed annually
Sales Cloud - Enterprise$99.00per user per month, billed annually
Marketing Cloud - Growth$19.00per user per month, billed annually
Marketing Cloud - Pro$59.00per user per month, billed annually
Marketing Cloud - Enterprise$99.00per user per month, billed annually

Freshworks CRM (formerly Freshsales) Support Options

 Free VersionPaid Version
Phone
Email
FAQ/Knowledgebase
Video Tutorials / Webinar

Freshworks CRM (formerly Freshsales) Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android, Windows Phone
Supported Countries:Worldwide
Supported Languages: English, German, Dutch, Italian, French, Spanish, Portuguese, Polish, Russian, Chinese

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 Territory management 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.