Freshsales is the best CRM out there for SMBs
July 24, 2019

Freshsales is the best CRM out there for SMBs

Ankit Thakrar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Freshsales

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.
  • Positive - Great value for the money. Alternatives very way more expensive (at least 40% more expensive).
  • Excel to CRM - Moved all information to our CRM which became a one-stop solution to know anything about any of our clients.
  1. Pricing
  2. Feature Set
  3. Modern UI
  4. Confidence that Freshsales will cover all scenarios either directly or via a workaround. They have been building B2B enterprise SaaS products and this gives me confidence that they will figure out a way to meet my requirements in the future.
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).

Freshworks CRM Feature Ratings

Customer data management / contact management
Workflow management
Territory management
Opportunity management
Integration with email client (e.g., Outlook or Gmail)
Interaction tracking
Lead management
Email marketing
Task management
Pipeline visualization
Customizable reports
Not Rated
Custom fields
Custom objects
Not Rated
API for custom integration
Not Rated
Not Rated
Role-based user permissions
Not Rated
Single sign-on capability
Not Rated
Mobile access