Freshworks CRM Pricing, Features, Reviews & Comparison of Alternatives

Freshworks CRM

Next Generation Customer Engagement Platform

4.62/5 (486 reviews)

Freshworks CRM overview

What is Freshworks CRM?

Freshworks CRM software makes it easy for businesses of all sizes to attract, manage, close, and nurture their leads. With a highly intuitive UI and a powerful feature set including built-in phone and email, AI-based lead scoring, visual deal pipeline, intelligent workflow automations, and customizable visual reports and dashboards, Freshworks CRM gives businesses everything they need to manage and scale their sales without having to juggle multiple tools. Freshworks CRM is GDPR compliant and has several GDPR specific features and enhancements. The Freshworks CRM marketplace currently hosts over 75 apps that can be seamlessly integrated with it to enhance productivity.

Some of the key features in Freshworks CRM include:

* Built-in phone and email
* Two-way Email Sync
* AI-based lead scoring
* Workflow automation
* Visual sales pipeline
* iOS and Android Apps

The built-in email with two-way email sync ensures that sales reps never have to leave the CRM to access their email inbox. Email tracking features enable users to know when and how many times an email was opened, or a link was clicked on. Users can also create personalized sales campaigns using email templates. Insightful email metrics helps users understand which emails are performing well and which aren’t.

Freshworks CRM comes with a built-in phone powered by Freshcaller which enables direct calling with a simple click on a contact’s phone number. Users can set up buy local numbers, enable call recording, and set up IVRs in a matter of minutes. Users can also add notes, schedule tasks, as well as make appointments.

The 360-degree view gives users in-depth customer insights on prospects allow users to plan relevant conversations and keep track of touchpoints using the activity timeline. Freshworks CRM collects data and segments activities based on a contact’s behavior. Users can get perspective on leads with advanced lead scoring, and prioritize important follow-ups.

The visual sales pipeline provides complete visibility of deals across various stages. Users can sort and filter by close dates, helping to make more guided decisions for climbing up the sales ladder. The drag and drop navigation enables users to move deals across the sales pipeline into any stage.

Visual sales reports and revenue analytics monitor sales progress and identify successful campaigns by source, sales rep, territory, and more. Freshworks CRM mobile apps for iOS and Android lets users access deals while on-the-move and stay up-to-date on prospects at all times.

Pricing

Starting from
$29/month
Pricing options
Free
Subscription
Free trial
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Canada, United Kingdom, Australia, India and 3 other markets, Germany, Brazil, Mexico

Supported languages

English, Polish, German, Dutch, Portuguese and 5 other languages, Chinese (Traditional), French, Italian, Russian, Spanish
Freshworks CRM screenshot: Activities DashboardWhat is Freshsales?Freshworks CRM screenshot: Contacts ListFreshworks CRM screenshot: Contacts Landing PageFreshworks CRM screenshot: Activity TimelineFreshworks CRM screenshot: Built-in Phone DialerFreshworks CRM screenshotFreshworks CRM screenshot: Deals PageFreshworks CRM screenshot: Freddy AI Next Best Action RecommendationsFreshworks CRM screenshot: Freddy AI Deal InsightsFreshworks CRM screenshot: Sales DashboardFreshworks CRM screenshot: Marketing DashboardFreshworks CRM screenshot: Sales ForecastFreshworks CRM screenshot: Multi Channel EngagementFreshworks CRM screenshot: Creating Segment

Freshworks CRM user reviews

Value for money
Features
Ease of use
Customer support
  4.6
  4.5
  4.5
  4.6
Paul W.

Easy On-boarding and setup, fast support.

Used daily for less than 6 months
Reviewed 2019-01-31
Review Source: Capterra

We are too big for no CRM, but not big enough to implement the HubSpot and Salesforce CRMs of the world. We tried those systems thinking we needed the features and analytics, but the spend and maintenance for those systems are too high. Freshsales, Freshchat, Freshmarketer, and Freshdesk make a seriously well priced and powerful system full of the features we need to produce the right results: a good relationship with customers. Freshworks' customer support is spot on. It seems no matter when I need help, they are less than a few minutes away from a solution. Freshchat is king! We've even deployed the same support structure on our website (Freshchat) and lead conversion has gone way up. It's nice to see a company have a product good enough to use themselves. I also like being able to achieve the same results for my customers as Freshworks has produced for me without major customizations.

Pros
I was able to easily onboard to this system from HubSpot and Salesforce. The features in this system just work. You expect something to operate in a certain way, and it just does. Mail and calendar integration is super easy and really responsive (I used both Office 365 and Google Integrations). I love email templates and sales campaigns, they make working with leads and customers so easy and are not tucked away in a corner. The UX is much better than other systems, which means my salespeople are more likely to use the CRM, which is a common problem among salespeople and CRM systems.

Cons
Freshsales is right-sized for us. It lacks some of the major enterprise features of bigger CRMs; but you also don't have too many features right in the way. I'm not a huge fan of the field paging UI on leads, deals, accounts, and contacts. I get that it makes it so you can add as many fields as you want, but it's hard to navigate and organize my screen just the way I like it. I resorted to using the Edit screen though, even when I'm not necessarily editing and that works well enough. Definitely not a big deal compare to all the other awesome features.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 10/10

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Humberto C.

If you need support, look elsewhere

Used daily for 1-2 years
Reviewed 2021-03-17
Review Source: Capterra

In short, great app, downright awful support

Pros
Very easy to implement. Currently using FreshDesk, FreshCaller and FreshSales. Great integration, everything works quite well.

Cons
As long as you do not need help from support, you will be fine. Every time that I have contacted support it has unfortunately been very disappointing. Even the most basic question takes an inordinate amount of time to get a response. Specific issue on FreshSales that really was upsetting is the fact that under the blossom program you get absolutely no reports, zero. In order to get reports, you have to upgrade to the next plan, garden. The cost per user goes from 12 to 25 if you are on the annual plan or 19 to 35 on the monthly. It is really hard to understand why some basic reports were not provided under blossom. Yes, the app is very useable without reports, however, if you are managing a team and want to see data across users, forget about it. You need reports and will have to migrate to the next plan up. I cannot stress the fact that the support is just simply not a priority for them, for many folks this could be the one thing that will force them to look somewhere else.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 5/10

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Anonymous

Lots of issues w/ CRM migration + bugs

Used daily for less than 6 months
Reviewed 2019-03-08
Review Source: Capterra

Overall very disappointed - we have had expensive downtime for our sales team, actual downtime from our customers not being able to use our software due to their tracking snippet and hours spent going back and forth with their support team not getting to a resolution. Amazing they have raised so much money and have not been able to address these issues. Doesn't feel like a production ready software product.

Pros
Liked the featureset and price and the fact that they promised full migration support from our previous CRM. Unfortunately it did not turn out as advertised.

Cons
During the sales process I was told that they would provide full service assistance with migrating us from a previous CRM and this was a big reason why we picked Freshsales after a through search across the options in the market. They told us it would be completed by a certain date and then missed the deadline - my sales team had no CRM for over a week and was logging all their notes in spreadsheets! Then when the incomplete data showed up, we were missing the dates of actions along with whole categories of actions. I'm writing this 5mo later and after working with multiple support personnel from Freshsales this is still not resolved. We've also had issues with bugs in the software including their snippet which tracks website actions blocking folks from being able to login to our software 2x. Twice we've had slow performance on our web app reported (we run a software company) and our engineering team has troubleshot and pinpointed the Freshsales snippet as the source of the problem. The call feature with call recording is not usable with customers reporting choppy connection / poor connection on over 50% of calls. Numerous small bugs found in the software that affect usabiilty. We build software and it's very clear that they need improvements to their software testing process and less overpromising from their support team.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 2/10

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Karan P.

Continues to innovate & get better with every release!

Used weekly for 2+ years
Reviewed 2021-03-19
Review Source: Capterra

Pros
Intuitive workflows - can get started within a few minutes. No training or certification needed. Offers great documentation and free Support. Diversified into almost every domain that users need from a CRM.

Cons
Faced 2-3 roadblocks during implementation, was tough to get it resolved. Better product classification/design to simplify their offerings.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Maciej N.

Great CRM for consultants

Used daily for 6-12 months
Reviewed 2020-02-12
Review Source: Capterra

I work alone. The software meets my needs in helping me track my interactions with clients. What I like in CRM system is it's easily accessible and quick to use, so it does not slow down my activities, but instead helps me be more productive. And Freshsales does that well.

Pros
Pros are numerous - some of them are: - integration with Exchange/Gmail for incoming mail, - many plans to choose from, - intuitive and easy to use, - good mobile app

Cons
Not many cons. What I would like to see are more integrations. Especially with Todoist for task management (I've been using Todoist for years and it is just the most accessible and streamlined task management app). I am not fully happy with the quality of customer support, but maybe I was just a bad luck (I do not require much of support).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend: 9/10

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Freshworks CRM pricing

Starting from
$29/month
Pricing options
Free
Subscription
Free trial
View Pricing Plans

SPROUT: Free for Unlimited Users

Growth: $29/user/month billed annually

Pro: $69/user/month billed annually.

Enterprise: $125/user/month - billed annually.

FOREST: $79/user/month - billed annually, $99 month-to-month.

Freshworks CRM features

API
Access Controls/Permissions
Activity Dashboard
Alerts/Notifications
CRM
Calendar Management
Contact Management
Customer Database
Customizable Templates
Data Import/Export
Email Management
Email Marketing
Mobile Access
Reporting & Statistics
Reporting/Analytics
Search/Filter
Third Party Integrations

Customizable Branding (342 other apps)
Social Media Integration (296 other apps)
Surveys & Feedback (283 other apps)

Security and privacy

Encryption

Encryption of sensitive data at rest
HTTPS for all pages

Access control

Multi-factor authentication options
This will ask you to sign in with LinkedIn

Videos and tutorials

Additional information for Freshworks CRM

Key features of Freshworks CRM

  • 360° customer view
  • Action-oriented follow ups
  • Activity timeline
  • Advanced lead scoring
  • Appointments, tasks and notes
  • Assign phone numbers
  • Auto lead assignment
  • Auto profile enrichment
  • Automatically log calls
  • Automation
  • Behavior-based segmentation
  • Bulk actions
  • Calendar sync
  • Call history
  • Caller display
  • Click to call
  • Custom views
  • Customize sales process
  • Customized reports
  • Deal funnel view
  • Deal status, at a glance
  • Deeper analytics
  • Email metrics
  • Email scheduling
  • Email tracking
  • Email-to-lead
  • Entire conversation history
  • Filter and sort deals
  • Forward call
  • Forward emails
  • In-depth customer insights
  • Insightful email metrics
  • Lead scoring
  • Lost deal analysis
  • Mobile integration
  • Open & click notifications
  • Personalize templates
  • Personalized welcome and voicemail messages
  • Pipeline dashboard
  • Preview reports
  • Record calls
  • Revenue analytics
  • Role-based access
  • Sales campaigns
  • Sales first inbox
  • Simple drag and drop navigation
  • Smart fields
  • Tasks & appointments
  • Team segmentation
  • Territory reports
  • Visual sales pipeline
  • Visual sales reports
  • Web-to-lead
  • Website and in-app tracking
View All Features

Benefits

Built-in phone, email, Chat and Telephony features enable users to make calls, send targeted emails, and keep in touch with prospects with a single click.

The 'email-to-lead' feature automatically links emails to the appropriate lead or contact’s record.

Users can auto-capture leads directly into Freshworks CRM whenever a visitor completes a webform.

Freshworks CRM' 'enrichment' feature automatically adds social information and photos to profiles.

The pipeline dashboard informs users on what needs to be done to move deals forward, identifies bottlenecks, and helps analyze lost deals.