Who Uses Freshworks CRM?

With Freshworks CRM, businesses can attract, engage, close, and nurture their leads. You no longer need a CRM and five other tools to run your business, just Freshsales CRM will do.

What Is Freshworks CRM?

Built on the next-generation customer engagement platform, Freshworks CRM helps break internal silos and deliver personalized experiences across marketing and sales. The AI-powered CRM enables sales and marketing professionals to better understand customers with the right customer insights at the right time across each touchpoint. The CRM includes salesforce automation, marketing automation, chat, and telephony all in one solution.

Freshworks CRM Details

Freshworks

https://www.freshworks.com

Founded 2011

Contacts List
Contacts Landing Page
Built-in Phone Dialer
Deals Page
Admin Settings
Freshworks CRM video
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Freshworks CRM pricing overview

See pricing plans

Freshworks CRM has a free version and offers a free trial. Freshworks CRM paid version starts at USD 29.00/month.


Starting Price

USD 29.00/month See pricing details

Pricing Details

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.

Free Version

Yes

Free Trial

Freshworks CRM deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)

Deployment

  • Cloud, SaaS, Web-based
  • Mac (Desktop)
  • Windows (Desktop)
  • Android (Mobile)

Training

  • Live Online
  • Webinars
  • Documentation
  • Videos

Freshworks CRM Features

  • A/B Testing
  • API
  • Access Controls/Permissions
  • Activity Dashboard
  • Activity Tracking
  • Assessment Management
  • Audience Targeting
  • Behavior Tracking
  • CRM
  • Campaign Segmentation
  • Content Management
  • Conversion Rate Optimisation
  • Conversion Tracking
  • Customer Experience Management
  • Customer Segmentation
  • Customisable Branding
  • Customizable Reports
  • Customizable Templates
  • Data Visualization
  • Drag & Drop
  • Email Management
  • Email Marketing
  • Engagement Analytics
  • Funnel Analysis
  • Geotargeting
  • Goal Setting / Tracking
  • Heatmaps
  • Landing Pages/Web Forms
  • Mobile Access
  • Monitoring
  • Multivariate Testing
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Reporting & Statistics
  • Role-Based Permissions
  • Search/Filter
  • Split Testing
  • Statistical Analysis
  • Survey/Poll Management
  • Surveys & Feedback
  • Test Scheduling
  • Third Party Integrations
  • Visitor Management
  • Visitor Tracking
  • Visual Analytics
  • Visual Editor
  • Widgets
  • Workflow Management

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  • "What If" Scenarios
  • API
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Analysis
  • Ad hoc Reporting
  • Audit Trail
  • Budgeting/Forecasting
  • Cash Management
  • Charting
  • Consolidation/Roll-Up
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Visualization
  • Drag & Drop
  • Financial Analysis
  • Financial Management
  • Forecasting
  • Goal Setting / Tracking
  • Key Performance Indicators
  • Monitoring
  • Multi-Currency
  • Multiple Data Sources
  • Performance Management
  • Performance Metrics
  • Planning Tools
  • Predictive Analytics
  • Progress Tracking
  • Projections
  • Qualitative Analysis
  • Quantitative Analysis
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-time Updates
  • Reporting & Statistics
  • Reporting/Analytics
  • Sales Forecasting
  • Scenario Planning
  • Scorecards
  • Single Sign On
  • Strategic Planning
  • Task Management
  • Third Party Integrations
  • Trend Analysis
  • Visual Analytics
  • Workflow Management

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  • Calendar Management
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  • Contact Database
  • Contact Management
  • Customer Database
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Marketing
  • Email Templates
  • Forecasting
  • Interaction Tracking
  • Interaction Tracking
  • Internal Chat Integration
  • Lead Capture
  • Lead Generation
  • Lead Management
  • Lead Qualification
  • Marketing Automation
  • Mobile Access
  • Opportunity Management
  • Pipeline Management
  • Projections
  • Quotes/Estimates
  • Referral Tracking
  • Reminders
  • Reporting & Statistics
  • Reporting/Analytics
  • Sales Forecasting
  • Sales Pipeline Management
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  • Sales Trend Analysis
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  • Territory Management
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  • Campaign Management
  • Collaboration Tools
  • Contact Database
  • Contact Management
  • Customer Database
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Data Import/Export
  • Data Synchronization
  • Document Storage
  • Drag & Drop
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Interaction Tracking
  • Interaction Tracking
  • Lead Capture
  • Lead Distribution
  • Lead Management
  • Lead Nurturing
  • Opportunity Management
  • Pipeline Management
  • Pipeline Reports
  • Prospecting Tools
  • Reminders
  • Reporting & Statistics
  • Role-Based Permissions
  • Sales Forecasting
  • Sales Pipeline Management
  • Sales Reports
  • Search/Filter
  • Segmentation
  • Shared Contacts
  • Social Media Integration
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  • Task Management
  • Template Management
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  • Customisable Branding
  • Customisable Forms
  • Customizable Fields
  • Customizable Templates
  • Drag & Drop
  • Drip Campaigns
  • Dynamic Content
  • Email Campaign Management
  • Email Distribution
  • Email Management
  • Email Marketing
  • Email Templates
  • Email Tracking
  • Engagement Analytics
  • Event Triggered Actions
  • Image Library
  • Landing Pages/Web Forms
  • Lead Capture
  • List Management
  • Mailing List Management
  • Mobile Optimized Emails
  • Multi-Campaign
  • Multi-Channel Marketing
  • Real Time Analytics
  • Reporting & Statistics
  • Reporting/Analytics
  • Social Media Integration
  • Spam Blocker
  • Subscriber Management
  • Subscription Management
  • Template Management
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  • WYSIWYG Editor
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  • Email Tracking
  • Engagement Analytics
  • Event Triggered Actions
  • Geolocation
  • Heatmaps
  • Location Tracking
  • Mailing List Management
  • Monitoring
  • Multi-Campaign
  • Preview Functionality
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  • Email Templates
  • Expense Tracking
  • Forecasting
  • Household Tracking
  • Influence Tracking
  • Interaction Tracking
  • Lead Capture
  • Lead Management
  • Marketing Automation
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  • Relationship Tracking
  • Reminders
  • Reporting & Statistics
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  • Conversion Rate Optimisation
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  • Customer Activity Tracking
  • Customer Experience Management
  • Customer Segmentation
  • Customisable Branding
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Dashboard Creation
  • Data Visualization
  • Drag & Drop
  • Dynamic Content
  • Element Analytics
  • Email Management
  • Embeddable Maps
  • Engagement Analytics
  • Feedback Management
  • For Sales Teams/Organizations
  • For Science
  • Geographic Maps
  • Heatmaps
  • Mobile Access
  • Radial Mapping
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Reporting & Statistics
  • Role-Based Permissions
  • Sales Trend Analysis
  • Search/Filter
  • Single Sign On
  • Surveys & Feedback
  • Tagging
  • Templates
  • Territorial Mapping
  • Third Party Integrations
  • Visitor Tracking
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  • Call List Management
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  • Case Management
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  • Reminders
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Freshworks CRM Reviews

Read all reviews

Overall rating

4.6/5

Average score

Ease of Use 4.5
Customer Service 4.6
Features 4.5
Value for Money 4.6

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Write a Review!
Paul W.
Chief Product Officer
Computer Software, 11-50 Employees
Used the Software for: 1-5 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 31/01/2019

"Easy On-boarding and setup, fast support."

Comments: 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.

  • Reviewer Source 
  • Reviewed on 31/01/2019
Humberto C.
COO
Cosmetics, 11-50 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    4 /5
  • Features & Functionality
    4 /5
  • Customer Support
    1 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    5/10
  • Reviewer Source 
  • Reviewed on 17/03/2021

"If you need support, look elsewhere"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 17/03/2021
Verified Reviewer
CEO
Renewables & Environment, 2-10 Employees
Used the Software for: 1-5 months
  • Overall Rating
    1 /5
  • Ease of Use
    2 /5
  • Features & Functionality
    3 /5
  • Customer Support
    2 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    2/10
  • Reviewer Source 
  • Reviewed on 08/03/2019

"Lots of issues w/ CRM migration + bugs"

Comments: 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.

  • Reviewer Source 
  • Reviewed on 08/03/2019
Karan P.
BDR
Computer Networking, 501-1,000 Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    3 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 19/03/2021

"Continues to innovate & get better with every release!"

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.

  • Reviewer Source 
  • Reviewed on 19/03/2021
Maciej N.
Freelance Credit Analyst
Financial Services, Self Employed
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    4 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 12/02/2020

"Great CRM for consultants"

Comments: 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).

  • Reviewer Source 
  • Reviewed on 12/02/2020