Freshworks CRM Review

Flexible and Adaptable CRM to Fit the Needs of All Teams

Multiple Freshworks CRM reviews suggest that the software can be an excellent fit for small businesses and solo entrepreneurs that require a top contact management software solution with a built-in phone system. Since the phone system is integrated with the platform, you will be able to call your contacts directly from the Freshworks CRM. If we compare Freshworks CRM vs Zoho, with the first, you can have contact management, integrated phone, tasks and appointments, mobile access, phone and email support, API access, lead scoring, and Freshdesk integration for $0. All these features would cost you about $165 with Zoho.

Freshworks CRM can also be a great tool if you use other Freshworks products such as Freschat, Freshdesk, Freshmarketer, Freshteam, Freshconnect, and Freshsucces. Since the Freshworks CRM is a part of a broader ecosystem, you can manage all your tasks in an integrated environment.

Feature-Rich Solution for Businesses of All Sizes

Many Freshworks CRM reviews indicate that the software is a great starting point for many small to midsize businesses because it’s affordable and easy to use. It also offers more advanced features for large businesses and enterprises. Freshworks CRM also boasts a plethora of third-party integrations, essential for most businesses. Some of the most popular Freshworks CRM integrations are API access, Freshdesk, Mailchimp, HubSpot, Zapier, and Google Calendar.

Freshworks CRM is known for its constant upgrades. Over the last few years, the software has been evolving fast through adding new integrations and crucial features such as sales intelligence and workflow automation tools. It’s also available in 30+ languages. Multiple Freshworks CRM reviews from customers meanwhile praise the way the software is continuously improving and recommended it for precisely that reason.

Let’s take a look at the platform’s most popular features and how they compare to alternatives.

Customization

With features such as contact lifecycle stages, custom fields, sales activities, and modules, along with multi-currency and multi-language support, instead of your team adapting to its CRM, the Freshworks CRM adapts to your team. You can seamlessly create your lifecycle stages based on your business process. You can create text, date pickers, checklists, and even formula fields to collect and save as much information as you need, as well as track all the needed activities to define their outcomes. You can do all this in the local currency and in the language you speak. Not many alternatives can offer these capabilities, especially not in this price range. 

Productivity

The platform’s automation features also deserve a mention in our Freshworks CRM review; most notably task management, auto-assignment rules, sales sequences, workflows, internal notifications, and contextual collaboration with Slack. All these features will boost your team’s efficiency, freeing up more time for non-menial tasks, which is what makes this platform such a popular choice for small businesses with limited staff. If we compare Freshworks CRM vs Salesforce, only 24,9% of Salesforce users are small businesses compared to Freshworks CRM’s 72,0%.

Communication

Our Freshworks CRM review continues with the platform’s communication features which will help you nurture healthy and long-lasting customer relationships. You can connect your email with the software to send, manage, and track emails. You can make calls directly from your dashboard and interact with your website visitors by live chat. The software also has a WhatsApp Business integration and can send and receive iMessages. Lastly, you can integrate it with your SMS provider. 

Marketing Automation

The platform’s marketing automation was built to find and engage your audience with the help of advanced tools for automated workflows, end-to-end personalization, and behavioral segmentation. Our Freshworks CRM review shows that the features which make all this possible are creating smart segments, building marketing lists, web forms, visual email builder, and marketing journey builder. 

Freddy AI

With features such as lead generation bot, auto-profile enrichment, predictive contact scoring, deduplication by Freddy, out-of-office detection, and deal insights, you will always be one step ahead of your competition. You will be able to create custom bots and automated chat messages, collect information about your contacts, and prioritize the ones you engage with. Freddy AI will also take care of all duplicate leads or contacts and declutter your lists. Freshworks CRM reviews show that Freddy AI’s insights help users make better decisions and close deals faster. 

Pipeline Management

The pipeline management bundle includes multiple sales pipelines, product catalog, sales goals, sales forecasting, and rotten deals. These features were built to help you manage different sales teams and keep track of their deals, as well as track your expanding product and service catalog. You can set sales goals, make more accurate sales forecasts, and focus on the deals that require more of your attention.

Analytics

Freshworks CRM reviews by customers suggest that the platform can help you analyze your team performance across geographies and territories, and get insights into all metrics. The features that can make this happen are standard, attribution, conversion, and custom reports, along with win-loss analysis. All of them offer more advanced analysis than most of its alternatives. For example, comparing Freshworks CRM vs HubSpot, even though both allow you to create reports and dashboards, the former has built-in reports functionality and includes cross-module reporting which is missing at HubSpot.

Governance

Freshworks CRM gives you full control of the accessibility of your data. Our Freshworks CRM review shows that you can manage roles and responsibilities, and control access to information via audit logs, custom roles, and field permissions. You will be able to view a neat chronological sequence of changes made by all users. You will also have the ability to create roles from scratch, as well as make sensitive data fields editable, readable, or hidden.

Mobile

The Freshworks CRM app allows you to access your data from anywhere, at any time. It syncs with Google maps, checks-in to your current location, allows you to make voice notes to your records, and has an offline mode. It also supports Gmail and Outlook add-ons, so you can sync your accounts.

How Much Does Freshworks CRM Cost?

There is a 21-day Freshworks CRM demo available for all plans that doesn’t require a credit card. According to the vendor’s website, there is a free version available as well, but the link took us to the free trial. Older Freshsales reviews meanwhile note that the free version is fully functional for individual use or startups and small businesses. That said, this information isn’t confirmed for the revamped Freshworks CRM. For more information, contact the vendor directly. In the meantime, let’s stick to what we know for sure about the Freshworks CRM plans and their pricing.

Growth

The Growth plan is priced at $29/user/month, billed annually, and is recommended for small and fast-growing businesses that require an all-in-one CRM. The plan includes:

• 1,000 contacts
• Contact, account, and deal management
• Contact lifecycle stages
• Live Chat and Facebook Messenger
• Web forms
• Website tracking
• Built-in phone and email
• 2-way email sync and team inbox
• Predictive contact scoring
• One custom domain
• Lists and segments
• Drag-and-drop journey builder
• Five active marketing journeys
• Visual sales pipeline
• Collaboration with Slack
• 20 workflows
• Five Sales Sequences
• Custom reports and dashboards
• Migration from other CRMs
• Mobile App
• Freshdesk integration
• Freshworks marketplace 

Pro

We are continuing our Freshworks CRM pricing comparison with what Freshworks CRM reviews claim is the most popular tier. The Pro plan is priced at $69/user/month, billed annually, and is recommended for larger teams. It includes everything in Growth, plus:

• 3,000 contacts
• Lead Gen bot
• Answer bot
• WhatsApp and Apple business chat
• Conference calling
• Smart matches
• Offline events
• Ten custom domains
• Advanced custom fields
• Behavioral segmentation
• 20 active marketing journeys
• Marketing reply tracking
• Ten multiple sales pipelines
• Deal insights
• Product catalog
• 50 workflows
• Ten sales sequences
• 50 custom roles
• Territory management
• Sales teams
• Sales goals
• Offline mode on the mobile app

Enterprise

The Freshworks CRM pricing for the Enterprise plan is $125/user/month, billed annually, and caters best to enterprises that require customization and control. The plan ups the ante with:

• 5,000 contacts
• Auto-profile enrichment
• Call recording opt-in and opt-out
• Queue callback (virtual hold)
• Holiday routing
• 25 custom domains
• Custom sales activities
• Ten custom modules
• Field-level permissions
• Deal teams
• Audit logs
• 100 active marketing journeys
• Marketing transactional emails
• Sales forecasting
• Forecasting insights
• 100 workflows
• 25 sales sequences
• 100 custom roles
• Advanced metrics
• Dedicated account manager

In addition to the packages, our Freshworks CRM review also includes the platform’s useful add-ons and their pricing.

Phone credits

Starting from $25, you can purchase additional phone credits to make and receive calls within the CRM. Some of the most popular features included with this add-on are bring your carrier, call masking, voicemails, call recording, and call queues.

Email Marketing Contacts

Freshworks CRM also allows you to store additional contact records in the CRM to expand your marketing outreach. The pricing depends on how many contacts you have. For example, if you have up to 25,000 contacts, you can add an extra 1,000 for $20/month. If you have up to 100,000 contacts, the pricing is $15/month for 1,000 contacts. And lastly, if you have more than 100,000 contacts, you can add 1,000 more for $10/month. This is the best and most commonly used Freshworks CRM discount. 

Workflows

If you need more workflows than what’s included in your Growth, Pro, and Enterprise plans, Our Freshworks CRM review shows you can easily add them with this add-on. Ten workflows are priced at $10/month and include features such as update records, send emails, and assign records.

WhatsApp Business

For $49/month, you can read and respond to WhatsApp messages directly from your Freshworks CRM. It also includes features such as automate answers, proactive messaging, call-to-chat routing, two-factor authentication, and click ads to WhatsApp.

Sales Cloud

If you need only sales or marketing, Freshworks offers an individual CRM cloud too, starting with the Sales Cloud.

Growth

The Growth plan is priced at $29/user/month, billed annually. The research for our Freshworks CRM review points to this as the top option for small sales teams whose goal is to accelerate their growth. It offers:

• Contact and account management
• Contact lifecycle stages
• Classic forms
• Live chat and Facebook Messenger
• Built-in phone and email
• Predictive contact scoring
• Visual sales pipeline
• Collaboration with Slack
• 20 workflows
• Five sales sequences
• Custom reports and dashboards
• Freshdesk integration
• Freshworks marketplace
• Mobile app

Pro

The Pro plan is priced at $59/user/month, billed annually, and is recommended for sales teams that want to boost their performance and efficiency. The plan ups the offer with:

• Lead gen bot
• Answer bot
• WhatsApp and Apple Business Chat
• Smart forms
• Smart matches
• Ten multiple sales pipelines
• Deal insights 
• Product catalog
• 50 workflows
• Ten sales sequences
• Sales teams
• Territory management
• Sales goals
• Offline mode on the mobile app

Enterprise

The Enterprise plan will cost you $99/use/month, billed annually, and our Freshworks CRM review shows it’s recommended for large businesses in need of advanced customization. It includes everything in Pro, plus:

• Auto-profile enrichment
• Website and in-app tracking
• Custom sales activities
• Ten custom modules
• Field-level permissions
• 100 workflows
• 25 sales sequences
• Sales forecasting
• Forecasting insights
• Advanced metrics
• Dedicated account manager

Marketing Cloud

The Marketing Cloud also comes with three plans.

Growth

The Growth plan is priced at $19/month, billed annually, and caters best to small marketing teams whose goal is to build and grow their audience. The plan includes:

• 500 contacts
• Contact lifecycle stages
• Live Chat and Facebook Messenger
• Predictive contact scoring 
• Web forms and website tracking
• Basic webhooks
• Lists and segments
• One custom domain
• Drag-and-drop journey builder
• Five active marketing journeys
• Custom reports and dashboard
• Freshworks marketplace

Pro

The Marketing Pro tier costs $59/month, billed annually, and Freshworks CRM reviews note that it caters best to marketing teams that require scale and personalize campaigns. It ups the Growth plan with:

• 500 contacts
• Lead gen bot 
• Answer bot 
• WhatsApp and Apple business chat
• Smart matches 
• Behavioral segmentation
• Advanced webhooks
• Offline events
• Ten custom domains
• Marketing reply tracking
• 20 active marketing journeys

Enterprise

Priced at $99/month and billed annually, the Enterprise plan is recommended for large businesses that run multiple campaigns at once and need more advanced metrics. It includes everything in Pro, plus:

• 500 contacts
• Auto-profile enrichment
• Field-level permissions
• 100 active marketing journeys
• Marketing transactional emails
• Advanced metrics
• Dedicated account manager

Freshworks CRM Customer Support Service

The research for our Freshworks CRM review pointed us to an extensive knowledge base with all the platform’s how-to’s and best practices. The company also offers helpful guides for experts and new users alike.

If you ever come across a question that you can’t answer or a problem that you can’t solve, Freshworks CRM offers email, phone, and live chat support to all its paid users. This is where the software excels. For example, if we compare Freshworks CRM vs Pipedrive, one of its biggest competitors, with Freshworks, all users get email, phone, and chat support. With Pipedrive, phone support is only available on their most expensive plan.

Users describe the customer support service in Freshworks CRM reviews as very friendly and responsible.

Our Verdict

The Freshworks CRM pros heavily outweigh the cons. The software is feature-rich, so both small and large businesses can benefit from it. It also offers much more affordable plans compared to its alternatives. It’s easy to set up and use and has a fantastic customer support team that’s available for all its users via email, live chat, and phone.

On the flip side, our Freshworks CRM review showed that the software lacks project management integrations, as well as a built-in calendar for scheduling and appointments. These are the most often requested functionalities, and since the company is aware of it, we are sure that they will be added with a future update — the vendor has a reputation for listening to its users and making them happy.