- author: Gabriel Nwatarali
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.
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.
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.
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.
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
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.
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.
You can reach the company by email.
There are many explainer videos on the company’s support center, and the YouTube channel has helpful tutorials.
Freshworks maintains a comprehensive FAQ section for all of its products.
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.
You’ll find many useful articles on the company’s official blog.
24/7 Help & SupportThe sales team and customer support are available 24/5.
Phone SupportThe 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 ChatLive chat is available 24/7 to all users.
Video TutorialsThere are many explainer videos on the company's support center, and the YouTube channel has helpful tutorials.
FAQFreshworks maintains a comprehensive FAQ section for all of its products.
Community ForumThe company’s support portal also serves as an online community for customers. You can start topic discussions and create support tickets from one place.
BlogYou’ll find many useful articles on the company’s official blog.
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.