Freshworks CRM Features

Freshworks CRM

Next Generation Customer Engagement Platform

4.63/5 (481 reviews)

Freshworks CRM Feature Summary

  • 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

Competitor Feature Comparison

API
Activity Dashboard
Activity Management
Activity Tracking
Ad hoc Reporting
Appointment Management
Approval Process Control
Automated Sales
Automatic Notifications
Behavior Tracking
Budgeting
Business Intelligence
CRM Integration
Calendar Management
Calendar Sync with Google
Call Recording
Campaign Management
Campaign Planning
Chat
Collaboration Tools
Commenting
Configurable Workflow
Contact Database
Contact History
Contact Management
Conversion Rate Optimization
Conversion Tracking
Custom Fields
Custom Forms
Customer Database
Customer History
Customizable Reporting
Customizable Templates
Dashboard Creation
Data Capture and Transfer
Data Import
Data Import/Export
Data Visualization
Drag & Drop Interface
Duplicate Detection
Email Distribution
Email Integration
Email Marketing Management
Email Templates
Email Tracking
Engagement Analytics
Event Calendar
Event Logs
Filtered Views
Follow-up Scheduling
Forecasting
History Tracking
Inbox Management
Lead Assignment
Lead Capture
Lead Distribution
Lead Management
Lead Nurturing
Lead Scoring
Microsoft Outlook Integration
Mobile Integration
Multi-Campaign
Multi-Channel Communication
Multi-Currency
Opportunity Management
Partner Management
Performance Reports
Permission Management
Pipeline Management
Pipeline Reports
Project Notes
Project Tracking
Quote Management
Real Time Notifications
Reminders
Reporting & Statistics
Role-Based Permissions
Sales Analytics
Sales Forecasting
Sales Reporting
Sales Tracking
Search Functionality
Social Media Integration
Status Tracking
Summary Reports
Task Tracking
Territory Management
Third Party Integration
Visual Analytics
Web Forms
Website Integration
Workflow Management
Visit WebsiteCompare App
API
Activity Dashboard
Activity Management
Activity Tracking
Ad hoc Reporting
Appointment Management
Approval Process Control
Automated Sales
Automatic Notifications
Behavior Tracking
Budgeting
Business Intelligence
CRM Integration
Calendar Management
Calendar Sync with Google
Call Recording
Campaign Management
Campaign Planning
Chat
Collaboration Tools
Commenting
Configurable Workflow
Contact Database
Contact History
Contact Management
Conversion Rate Optimization
Conversion Tracking
Custom Fields
Custom Forms
Customer Database
Customer History
Customizable Reporting
Customizable Templates
Dashboard Creation
Data Capture and Transfer
Data Import
Data Import/Export
Data Visualization
Drag & Drop Interface
Duplicate Detection
Email Distribution
Email Integration
Email Marketing Management
Email Templates
Email Tracking
Engagement Analytics
Event Calendar
Event Logs
Filtered Views
Follow-up Scheduling
Forecasting
History Tracking
Inbox Management
Lead Assignment
Lead Capture
Lead Distribution
Lead Management
Lead Nurturing
Lead Scoring
Microsoft Outlook Integration
Mobile Integration
Multi-Campaign
Multi-Channel Communication
Multi-Currency
Opportunity Management
Partner Management
Performance Reports
Permission Management
Pipeline Management
Pipeline Reports
Project Notes
Project Tracking
Quote Management
Real Time Notifications
Reminders
Reporting & Statistics
Role-Based Permissions
Sales Analytics
Sales Forecasting
Sales Reporting
Sales Tracking
Search Functionality
Social Media Integration
Status Tracking
Summary Reports
Task Tracking
Territory Management
Third Party Integration
Visual Analytics
Web Forms
Website Integration
Workflow Management
Visit WebsiteCompare App
API
Activity Dashboard
Activity Management
Activity Tracking
Ad hoc Reporting
Appointment Management
Approval Process Control
Automated Sales
Automatic Notifications
Behavior Tracking
Budgeting
Business Intelligence
CRM Integration
Calendar Management
Calendar Sync with Google
Call Recording
Campaign Management
Campaign Planning
Chat
Collaboration Tools
Commenting
Configurable Workflow
Contact Database
Contact History
Contact Management
Conversion Rate Optimization
Conversion Tracking
Custom Fields
Custom Forms
Customer Database
Customer History
Customizable Reporting
Customizable Templates
Dashboard Creation
Data Capture and Transfer
Data Import
Data Import/Export
Data Visualization
Drag & Drop Interface
Duplicate Detection
Email Distribution
Email Integration
Email Marketing Management
Email Templates
Email Tracking
Engagement Analytics
Event Calendar
Event Logs
Filtered Views
Follow-up Scheduling
Forecasting
History Tracking
Inbox Management
Lead Assignment
Lead Capture
Lead Distribution
Lead Management
Lead Nurturing
Lead Scoring
Microsoft Outlook Integration
Mobile Integration
Multi-Campaign
Multi-Channel Communication
Multi-Currency
Opportunity Management
Partner Management
Performance Reports
Permission Management
Pipeline Management
Pipeline Reports
Project Notes
Project Tracking
Quote Management
Real Time Notifications
Reminders
Reporting & Statistics
Role-Based Permissions
Sales Analytics
Sales Forecasting
Sales Reporting
Sales Tracking
Search Functionality
Social Media Integration
Status Tracking
Summary Reports
Task Tracking
Territory Management
Third Party Integration
Visual Analytics
Web Forms
Website Integration
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


30 reviews

Requires iOS 11.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


213 reviews

Freshworks CRM Feature Reviews

25 reviewers had the following to say about Freshworks CRM's features:

Anonymous
(Human Resources company, myself only employees)

Smart Sales CRM

2018-12-03

Good contact management, Pipelines for differents ales activities which are customizable. Web and Chat to Lead function, The app works also very good and I like the numbers from other countries.

Pros

Pipelines for Sales, Chat integration, fresh design, perfect support, self customization, Phone numbers from other countries for your clients for an easy contact. Web to Lead form, Chat intergation works very good.

Cons

Ok to set up, but could be easier, sometimes the reakztion is a bit slow and I do not think it's my internet, because I do have an 500 mBit connection

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Financial Services company, 51-200 employees)

Good, basic CRM functionality

2018-12-11

Looking for basic contact management with reminders for follow-up sales activities which Freshsales has provided!

Pros

Easy to use, intuitive, ability to customize templates and interfaces

Cons

Perhaps not as flexible as some other CRM tools

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Jason Janes

Verified Reviewer

Tons of Potential. Highly Customizable

2017-08-09

Pros

Highly Customizable, a lot of features for the price point, nice deals pipeline, overall a pretty clean user interface.

Cons

Lead Import is a bit of a pain.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Weekly

Likelihood to recommend

6/10
Source: GetApp
Helpful?   Yes   No
Read more
Mark Sale

Best CRM

2018-10-06

It does exactly what it says it does and integrates into nearly everything, a lot more user friendly than Sales Force

Pros

Freshsales, is easy to use and captures everything you require, I especially like the outlook integration , all mail conversations, linked to customer and deal.

Cons

While it does a good job of reporting, a Custom dashboard would be nice

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Courtney Clark

Best App on the market

2018-10-11

The ease of use to scheduling reporting, call backs, emails, we are so happy we chose to move our database over.

Pros

Fully customizable for our small chain hotel, I have the freedom to make the changes that we need for our industry.

Cons

The Sales Activities report is a basic reporting tool that most sales people require, and is only offered on the highest paid plans with Freshsales.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
James Shetler

Extremely helpful through all steps of the process.

2017-09-26

Our sales reporting and efficiency has sky rocketed.

Pros

Lots of API functionality.

Cons

The user interface requires a lot of clicks for some actions but is only a product of how customizable the product is.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Ram Narayan

Freshsales

2019-04-03

I love the functionalities and convenience of how easily it helps me customise the reports that I need to generate for my team activity. I also love how Freshsales has transformed the easy I run my team meetings.

Pros

Lead Management

Cons

Clustered Look 4. UI looks very age old.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Shaurya Mathur

An all round CRM for small scale industries

2018-10-12

Pros

Analytics, Templates, Triggered Messages, Custom Fields, Lead Score, API Integrations and Connectivity with all the major CRMs, Support portals, Mailing Services, quick support etc.

Cons

Integration with Freshchat is one thing I face an issue with.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Aatish RAJE

Just the push your sales team needs!

2019-01-15

Tracking of team activity / performance 3.

Pros

It displays reports for all team members with respective sales activities, follow-ups, action items against every deal.

Cons

A limitation observed is that the software takes longer time to load in case of heavily loaded database.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Abhishek Sharma

Fresh CRM from Freshworks

2019-03-03

We've got a simple, easy to use sales CRM in Freshsales that 's a welcome relief after using a couple of others that complicate the entire process.

Pros

Love the fresh, simple to use UI that all people at our company love.

Cons

No integration with Microsoft Office 365 beyond Outlook and Calendar. There is no way to sync data to Microsoft Teams, Planner, etc.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Herve Muyal

Freshsales is really adapted to early stage startups in need for a leads tracking system

2018-04-03

Pros

scoring customization lead nurturing pipeline management possibilities to integrate with other software from their portfolio email templates

Cons

I get too many notifications in the app, I wish I could easily define associated parameters.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Yusuf Shabbir

Feedback on the software

2018-11-08

Pros

Ease of Use and Value for Money Integration with 3rd party softwares

Cons

Integration requirement with Task Management and Project Management also.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Maciej Nowak

Great CRM for consultants

2020-02-12

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.

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

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).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Brendan Tierney

Freshsales effectively manages customer relationships

2019-09-06

With freshsales the user will know more tools to evaluate potential customers. Freshsales has an excellent communication, which we highly recommend to handle sales opportunities.

Pros

The reporting tool offers a huge amount of options.

Cons

The platform lacks options for automated dialing of telephone calls, an internal marketing manager, and the ability to integrate into social networks, or external customer databases.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Marion Das

FreshSales CRM Review

2018-12-05

Gives good business insights about revenue creation in reporting

Pros

It has an API

Cons

Important features are blocked from lower level plan subscriptions: example - auto profile enrichment from social media. It took me a bit of time to learn how to use FreshSales.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Aditya Sridharan

Freshsales - One of the best CRM products in the market

2018-10-26

It captures the entire sales flow from capturing leads to nurturing them and closing deals with a seamless easy to understand interface. Keeps various sections of the sales organization in the same page and informed during the entire flow

Pros

I found freshsales UI and flow the most seamless and intuitive

Cons

Hope to see more 3rd party integrations and customizations in the future

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Maddy Peck

Awesome CRM! Great alternative to SalesForce

2018-10-11

We've become more productive, organized, and are able to report on our sucesses and metrics much more easily to the rest of the company.

Pros

The team also helped us fixed some bugs with the Segment integration, which was crucial for us so all of our data flows automatically.

Cons

The reporting features can be overwhelming / get messy very quickly, so some UI improvements here would be helpful.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Leonardo de Britto

A plataform that helps to track Oportunities

2018-11-19

The plataform is very useful, helping to track the oportunities we create and to follow up with the email tracking and status.

Pros

The software is very explicative and easy to access, very intuitive in most areas.

Cons

The filters for the data reports should be more extense or easy to use.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Richard Vencu

Good lead, contact and deal management software

2018-11-20

We can collect sources and financial data and be able to run ROI analisys of our marketing campaigns.

Pros

GDPR compliant, including EU datacenter and to the point DPA Feature rich API access Web integration

Cons

The API could be better documented and given more code samples Web integration libraries do not reflect the full power of API

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Retail company, 1-10 employees)

Extreme ease of use and very responsive support

2019-02-15

Good product and great service!

Pros

Great for lead, contact and deal management 2.

Cons

Would love to see more native integrations with the likes of Shopify, Exotel etc 2.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Information Technology and Services company, 51-200 employees)

Clean, Easy to use platform

2019-03-18

Overall if the cons are fixed, its one of the best platform which requires almost no implementation from a technical person. A Non Tech person can setup the entire CRM for all the functions in the sales team.

Pros

Simple Interface Detailed Help text and videos In-portal live Chat Support Unambiguous pricing Integration with Freshdesk

Cons

Integrations Reports User Access Roles - Few are confusing e.g.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Elisa Palombo

A great suite to improve marketing effectiveness

2018-10-14

Using both Freshdesk and Freshsales to manage our relationships with users and the business opportunities that may arise is the most efficient way to improve our sales effectiveness.

Pros

By adding the Freshasales API code in Freshdesk, the tools are automatically synchronized in order to keep track of the relationships that have occurred with all users.

Cons

Some automatic reminders are missing.

Rating breakdown

Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Bob Wright

Active SalesForce User Needed a Streamlined Program to Manage Relationship Sales Business

2018-12-05

If I have a question on anything I get help very quickly. The program has the features and functions I need to build my client base. I feel like I have just begun to take advantage of the program

Pros

Managing myself, and staying on top of my client's activity, or lack thereof.

Cons

I want to outsource some of the more mundane data entry tasks.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Renewables & Environment company, 11-50 employees)

A must have for all the front office guys!

2019-03-15

Pros

- The categorisation of various leads - Product is designed very well for the users - Multiple parties can use it at once - Reminders and other APIs are easy to integrate

Cons

- There are multiple sub-buttons which are important but hard to find. this can be made better.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Free Trial

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Computer Software company, 11-50 employees)

Easy to use for a Sales and Business Development Assistant

2019-03-08

Love the track of emails.

Pros

Reports feature, tracking of opened email

Cons

difficulty to search for Duplicate names

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more