Freshworks Review 2020

Freshworks Review

flag One of the easiest CRM to use
  • Take action with real-time tracking
  • Easy built-in communication tools
  • Visual pipeline and analytics
  • Identify lead sources to focus marketing efforts
Support
9 /10
Good For
Visualize Your Pipeline
Trial/Demo
Free Trial
slider-image
  • author: Gabriel Nwatarali
  • 26.10.20
  • Comments

Rating

  • "Price"
    9 /10
  • "Features"
    10 /10
  • "Ease of Use"
    10 /10
  • "Help and Support"
    9 /10

Overview

Freshworks CRM (formerly known as Freshsales) combines an easy-to-use interface, great features, and a reasonable price point. The company was launched in 2010, featuring a suite of products focused on business communications. Some popular offers by the organization include Freshdesk, Freshchat, and Freshteam. Freshworks CRM is highly capable and suitable for any-size business – it’s a complete solution that can help you attract, engage, close, and nurture leads.

Plans & Pricing

There are three packages offered for Freshworks CRM. These are the Growth, Pro, and Enterprise plans. Freshworks bills annually for its product and offers a 21-day free trial.

Growth

The Growth plan is $29 per user per month and includes a 1000 contacts limit, which is upgradable. This plan also consists of 20 workflows and five sales sequences for nurturing contacts.

 

Pro

The Pro package is $69 per user per month and includes all growth plan features plus extras. You’ll receive 3000 contacts, 50 workflow automation, and ten sales sequences. 

 

Enterprise

This package is $125 per user per month and includes everything in the previous plans plus extras. You get 5000 contacts, 25 sales sequences, and 100 workflow automation.

 

Overall, the pricing structure of Freshworks CRM is competitive, considering the sheer number of features included. Many CRM applications on the market charge more for those features.

Growth
$29/month
Pro
$69/month
Enterprise
$125/month

Features and Functionality

Freshworks CRM is a unified platform with many sales, marketing, and customer service features. Some interesting features include workflows, sales sequences, SMS, and deduplication, among others.

 

Workflows enable the automation of simple and complex processes or tasks, so you’re more efficient, including productive. The sales sequences feature helps you manage outreach campaigns with automation. You can engage prospects and existing customers using various touchpoints – email, phone, or text messages.

 

SMS integration is available for virtually any provider. Use that feature to reach contacts with personalized messages, which can be managed within Freshworks CRM. Plus, it’s 2-way sync, meaning all updates are reflected on the platform and your SMS provider.

 

The deduplication feature is powered by Freddy, Freshworks official AI (artificial intelligence). It automatically scans, detects, and displays duplicate contacts in the CRM by matching key identifiers (e.g., email, name, and phone number).

 

You’ll find many more advanced features when using Freshworks CRM. And best of all, it’s cloud-based, so no company-wide software installation is necessary. The platform is simple to use and does everything you’d expect from a CRM in its class, such as capturing leads via web forms or activity tracking. It can be accessed using any web browser and the official Android or iOS mobile app.

Ease of Use

Freshworks CRM is user-friendly – the interface is clean and intuitive, making it easy to find what you need. Most things can be accessed via the super-uncluttered left navigation menu. The platform doesn’t have a steep learning curve. It wouldn’t take much time for someone to get set up and start engaging prospects or customers. However, there’s a quick start guide for helping users set up the CRM, and several hints appear as you browse the platform.

Contacts & Users

Many marketers and salespeople will tell you that managing leads or contacts is time-consuming. Thankfully, Freshworks CRM has features that simplify the activity, such as automatic deduplication and task reminders.

 

You can view your list of prospects by selecting ‘Contacts’ located under ‘Contacts and Accounts’ from the dashboard. There’s also a filtering option (looks like a hamburger icon) on the left (near the top), next to ‘Contacts.’ You can use that to filter your list. Also, you can import contacts to your list by CSV or Excel.

 

If you want to add additional users to your account, visit the ‘Admin Settings’ located on the left navigation menu. But keep in mind that billing is per user per month.

 

Furthermore, getting started with and navigating sales pipelines (called ‘Journeys’ in Freshworks CRM) is easy. The system features drag-and-drop functionality, so adding, removing, or tweaking steps doesn’t take time.

Reporting & Integrations

Freshworks CRM reporting and analytics are fantastic. There are many built-in or curated reports available, but you can create or customize one – something that focuses on what your business needs to know most. You can build reports to track almost anything.

 

When it comes to integrations, Freshworks CRM has an API (application programming interface) for integrating custom or third-party apps. Popular platforms like MailChimp, HubSpot, Zappier, Facebook, QuickBooks, and others can work with Freshworks CRM, expanding its capabilities.

 

Pros & Cons

  • Freshworks offers a rich feature set
  • The platform is easy to use
  • Automation tools help you avoid repetitive tasks
  • It offers a visual sales pipeline Seamless integration with other Freshworks products and third-party apps
  • Supports fewer integrations than other CRM apps in its class
  • Some businesses will need to upgrade to store more contacts
  • You’re billed per user; so the investment can add up fast for a huge team

Customer support

When it comes to customer support, Freshworks offers several methods for reaching the team. And according to many customers, the company is very responsive to support requests.

 

24/7 Help & Support

The sales team and customer support are available 24/5.

 

Phone Support

The company maintains a customer support line that’s available 24/5. Several global locations have main lines that are available Monday to Friday between 9 AM and 5 PM.

 

Live Chat Support

Live chat is available 24/7 to all users.

 

Email support

You can reach the company by email.

 

Video Tutorials

There are many explainer videos on the company’s support center, and the YouTube channel has helpful tutorials.

 

FAQ

Freshworks maintains a comprehensive FAQ section for all of its products.

 

Community Forum

The company’s support portal also serves as an online community for customers. You can start topic discussions and create support tickets from one place.

 

Blog

You’ll find many useful articles on the company’s official blog.

  • 24/7 Help & Support
    The sales team and customer support are available 24/5.
  • Phone Support
    The company maintains a customer support line that’s available 24/5. Several global locations have main lines that are available Monday to Friday between 9 AM and 5 PM.
  • Live Online Chat
    Live chat is available 24/7 to all users.
  • Email
    You can reach the company by email.
  • Video Tutorials
    There are many explainer videos on the company's support center, and the YouTube channel has helpful tutorials.
  • FAQ
    Freshworks maintains a comprehensive FAQ section for all of its products.
  • Community Forum
    The company’s support portal also serves as an online community for customers. You can start topic discussions and create support tickets from one place.
  • Blog
    You’ll find many useful articles on the company’s official blog.

Final Word

If you want an affordable, lightweight CRM with many advanced features, Freshworks may be the right choice. The platform has a decent number of third-party app integrations, and the REST (representational state transfer) API support is great. You can connect Freshworks CRM with many popular apps.

 

The developers of Freshworks CRM have done a fine job making the software easy to use. Even for absolute CRM beginners, there’s no steep learning curve. Navigation is straightforward, and if you ever get stuck, there’s plenty of helpful resources to use. The pricing tiers are sensible, and having an AI assistant is a nice bonus. All in all, Freshworks CRM is worth checking out.

Disclosure
This website is an informative comparison site that aims to offer its users find helpful information regarding the products and offers that will be suitable for their needs. We are able to maintain a free, high-quality service by receiving advertising fees from the brands and service providers we review on this website. These advertising fees, combined with our criteria and methodology, such as the conversion rates, our team of reviewer's finding and subjective experience and product popularity, impact the placement and position of the brands within the comparison table. In the event rating or scoring are assigned by us, they are based on the position in the comparison table. See our How we Rate page and Terms of Use for information. The reviews, rating and scoring are provided “as-is” without guaranties or warranties regarding the information contained in our website, which shall not be considered as endorsement. We make the best efforts to keep the information up-to-date, however, an offer’s terms might change at any time. We do not compare or include all service providers, brands and offers available in the market.
Gabriel Nwatarali>
Gabriel Nwatarali
author

Gabriel Nwatarali is a digital marketer and designer, who has successfully helped several organizations complete complex marketing, including design projects. He's the founder of Tech Help Canada, a results-driven design and marketing agency. He also regularly contributes his knowledge of tech, digital marketing, and business to online publications.

This review is based on the writer's personal opinion.

Leave a Reply

What is your next step?

Contact Us

Our goal is to provide answers to all of your questions so you can make a confident purchasing decision. We welcome your feedback, so please email us at service@top5networks.com with suggestions and questions. We’d love to hear from you!

Your information will be handled as detailed in our Privacy Policy