Freshworks CRM Review, Pricing & Features

Freshworks CRM Review, Pricing & Features

Freshworks CRM is a beginner CRM software with a strong set of communication channels and digital marketing tools.

Pros

  • Freshworks CRM offers one of the widest ranges of communication channels – email, live chat, SMS, and phone
  • Freshworks CRM offers Freddy AI, which uses data to predict how well a contact fits with your business
  • Freshworks CRM offers high-quality, powerful live chat and email marketing tools

Cons

  • Freshworks CRM is a relatively expensive platform
  • Freshworks CRM only offers two lead capture methods – forms and emails
  • Freshworks CRM does not let you set reminders for tasks
Analyst's Rating
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What is Freshworks CRM?

Freshworks CRM is a CRM platform with over 40,000 customers. It offers lead capture methods, contact and deal management tools, workflow automations, and insights reporting. We recommend Freshworks CRM to those who need a beginner solution with a strong set of communication channels and digital marketing tools.

Try Freshworks CRM Today

Table of Contents

Freshworks CRM Review Summary

Freshworks was founded in 2010 by Girish Mathrubootham and Shan Krishnasamy. Freshworks CRM’s mission is to build the ultimate, all-encompassing customer engagement management platform. Today, Freshworks has over 3,600 employees and is based in San Mateo, California.

Freshworks CRM helps sales and marketing teams generate qualified leads and close deals faster. It offers tools for lead capture, contact and deal management, workflow automation, and insights reporting. Overall, Freshworks CRM is an easy-to-use, beginner platform with high-quality customer engagement tools.

In terms of pricing, Freshworks CRM falls on the more expensive side. Its most popular plan costs $85 per month and its most expensive plan costs $149 per month. Freshworks is much more expensive than similar platforms like Copper and Pipedrive, and even advanced platforms like Zoho CRM.

Overall, Freshworks CRM is an intuitive, beginner CRM solution. We recommend it to smaller businesses with a slightly larger budget, who would benefit the most from a wide range of strong communication and digital marketing tools.

  • If you want an advanced, affordable tool and currently use other Zoho products, then we recommend Zoho CRM
  • If you want a highly customizable, advanced platform that can also support enterprises, then we recommend Salesforce
  • If you want a basic CRM that integrates tightly with Google Workspace, then we recommend Copper
  • If you need a basic, user-friendly CRM and primarily need a tool for deal management, then we recommend Pipedrive
  • If you want an advanced, all-in-one CRM solution with high-quality marketing tools, then we recommend HubSpot

Freshworks CRM Pricing & Cost

Freshworks CRM’s pricing ranges from free to $83 per month. You can also save up to ~17% if you pay for an annual subscription upfront. Freshworks CRM also offers a 21-day trial of each plan.

PlanPricing
Free$0 per month
Growth$18 per month
Pro$47 per month
Enterprise$83 per month
Freshworks CRM Pricing

Freshworks CRM Features

In our review, we will walk through the features offered by Freshworks CRM. We’ll discuss Freshworks CRM’s usability, customer support, and describe the major benefits and drawbacks of the software. We’ll also show real images of the software to give you an idea of what it’s like to use the tool.

Lead Capture

A lead is an individual or organization that has an interest in your services or products. Lead capture is the process of acquiring someone’s information with the goal of converting them into a paying customer. Overall, the more lead capture channels you have, the better you are able to reach a wider audience of potential customers.

Freshworks CRM only offers three lead capture methods – forms, live chat, and email.

Lead Capture Forms

Forms are one of the easiest ways to capture leads because they let the leads provide their information themselves. Freshworks CRM offers an in-platform feature that lets you create embedded forms. Overall, this feature is easy-to-use and best for creating simple forms.

Freshworks CRM forms

Freshworks CRM lets you choose different fields to include in your forms – including name, phone number, email, social media profiles, and location fields. Freshworks CRM also lets you customize the colors of your form and preview how it will look on the web.

Live Chat Lead Capture

Freshworks CRM offers a native live chat feature that lets you embed code on your website or integrate with other chat platforms like WhatsApp, Facebook, and Apple Business Chat. Overall, lead capture through live chat is very easy-to-use. This is because anyone who messages you, either through your website or one of the platforms listed above, is automatically captured as a lead and added to your contact list.

Freshworks CRM forms

Email Lead Capture

Freshworks CRM has a feature that creates leads from emails that you receive. This feature automatically captures email senders who are not already labeled within your system as sales qualified leads. This feature is very easy-to-use.

However, a disadvantage of this feature is that it does not automatically capture other information that can be found in emails like phone numbers, company names, and websites.

Freshworks CRM lead email

Contact Management

Capturing a lead’s contact information is crucial in converting them into a paying customer. However, the type of information you can record, and how it’s stored and managed will determine the value you gain from your CRM. This is known as contact management.

Contact Profiles

Freshworks CRM lets you create a profile for every lead that you’ve captured. The more information you have on a contact, the better the chance you have of converting that lead. Overall, Freshworks CRM’s contact profile feature is above average, especially since Freshworks CRM is not an advanced CRM solution.

Freshworks CRM contact profile

Besides standard contact information like emails, phone numbers, and related deals, you can also view if there is a duplicate contact, and view insights from Freddy AI.

Freddy AI

Freddy AI is Freshworks CRM’s own artificial intelligence system that provides insights as to whether or not a contact would be a good fit for your business. This includes contact scores and customer fit ratings that are based on historical customer engagement.

Freddy AI uses your CRM data, including other contacts and deals, to predict a contact’s score. You can train Freddy AI by inputting positive and negative data including contact properties, engagement, and web or in-app activities.

Contact Storage

It’s important that your contacts are stored in an organized manner and are easily accessible. Overall, Freshworks CRM’s contact storage feature is effective and intuitive to use, but best for those managing less than 50 contacts at once.

Freshworks CRM contact storage

Freshworks CRM lets you create custom views of your contacts through a variety of filters. This includes filters for campaigns, deal status, emails, and general keywords. You can also use Freshworks CRM’s search bar to find specific contacts.

Contact Activity Feed

Freshworks CRM offers an activity feed for each of your contacts. Contact activity tracking lets you know where someone is in the sales process and the best next step you can take to engage them. Tracking a contact’s activity also reduces the chance of losing a lead. Overall, Freshworks CRM’s activity feed is robust.

Freshworks CRM contact activity

As shown above, Freshworks CRM lets you view contact activity within a certain range of days or on a custom date. You can also filter for specific activities such as events, emails, website visits, phone calls, meetings, chats, and tasks. An advantage of Freshworks CRM’s contact activity feature is that you can view when this contact was last contacted and seen.

Communication Channels

One of the key elements in converting your contacts into paying customers is maintaining consistent communication. With Freshworks CRM, you can communicate with leads through the following channels:

  • Email
  • Live Chat
  • SMS
  • Phone

Email Marketing

Freshworks CRM lets you send basic mass emails, and set up email campaigns. Overall, these features are easy-to-use and more advanced than the email tools found in Pipedrive and Copper.

Freshworks CRM email

For mass emails, you can create basic email templates. You can use merge fields to pull data from your CRM, like contact and deal information, and automatically insert them into your emails.

Freshworks CRM also lets you send drip campaigns and trigger emails that are sent based on a user’s actions on your website or app. For both, you can choose different email design templates that let you add a variety of elements – including text, images, buttons, social handles, and videos.

Freshworks CRM email workflows

Drip campaigns allow you to personally engage prospects throughout your sales cycle. Freshworks CRM also offers templates for common email workflows like nudging users who have abandoned carts.

Live Chat

Freshworks CRM offers an in-platform chat feature that lets you engage your contacts in real time. This gives you a better chance at converting them into a paying customer. This feature in Freshworks CRM is easy-to-use and robust.

Freshworks CRM Live Chat

While you are chatting, you can view a user’s contact information, the device the messages are coming from, and when a user was last contacted. Freshworks CRM also offers its own live chat solution called Freshchat.

Freshworks CRM fresh chat

With this tool, you can create triggered chat campaigns based on where users come from and what they do on your website. You can also create targeted chat campaigns towards segments of users based on their product activity, usage, and behavior.

SMS

Unlike other solutions, Freshworks CRM lets you send SMS messages to your contacts through an integration with Twilio. The benefit of SMS messaging is that they work faster than emails, and are less intrusive than phone calls. Overall, this feature is easy-to-use.

Freshworks CRM SMS

Freshworks CRM lets you send SMS messages individually or in bulk. An advantage of this feature is that you can also include merge fields, which pull data from within your CRM to personalize your messages.

Phone

Freshworks CRM lets you make phone calls from within your CRM. This feature saves you time because you do not have to move back and forth between applications to make a phone call. In Freshworks CRM, you can purchase a local or toll-free number.

You can also use Freshworks’ own solution, Freshcaller – a no hardware phone system that manages your team’s phone calls. With Freshcaller, you can take notes during calls, easily transfer calls to others in your organization, and even create workflows for certain call scenarios like if an agent isn’t available.

Deal Management

Eventually, leads become qualified sales leads. Once this happens, you’ll need an organized system to manage your deals. Effective deal management will give you the most up-to-date information and let sales representatives focus their attention on building strong relationships with the most promising customers.

Pipelines

Pipelines let you visually track the progress of prospective customers through each deal stage. Freshworks CRM works well for businesses with less than 50 simultaneous deals.

Freshworks CRM deal management

In Freshworks CRM, you can create custom pipelines that best align with your business’s sales funnel. This includes renaming, reordering, and creating unique stages.

Freshworks CRM also lets you insert a "win probability" percentage for each stage. You can also set a "rotting age" of a certain number of days, which lets you know which deals need more effort or should be abandoned.

You can also use different filters to organize your deals – including for deal status, campaigns, certain dates, and probability percentage. You can also easily drag and drop stages, which makes them easier to update.

Task Management

Tasks in a CRM are actions that need to be taken to bring a deal to completion. You can assign tasks to you or others in your organization. Overall, Freshworks CRM’s task feature and task management system are easy to use, but basic. We recommend other platforms like HubSpot for handling a greater quantity and more complex tasks.

Freshworks CRM task management

You can customize a task’s title, description, and due date. A disadvantage of Freshworks CRM task feature, though, is that you cannot set reminders. Reminders are key because they reduce the chance of losing a potential deal.

You can also only organize your tasks by days or whether they are open, completed, or overdue. This is very limiting compared to other solutions like Copper and Salesforce.

Triggered Events

Freshworks CRM lets you set up automatic workflows where events trigger a certain action. For example, you can send a welcome email to those who sign up for your newsletter. This feature in Freshworks CRM is easy-to-navigate, but best for simple automations.

Freshworks CRM workflow

Freshworks CRM lets you create workflows related to contacts, accounts, deals, tasks, meetings, and call logs. The actions that can be performed include updating fields, sending emails, and creating related tasks.

You can also create multiple actions for one trigger. For example, if a contact contains the keyword "trucking", you can change that contact’s owner, and send them an email.

Reporting

CRM reporting offers key data that helps individuals and businesses make strategic decisions and tactical changes. This includes important insight reports such as deals won and lost, pipeline progression, sales forecasting, and sales funnel.

Overall, Freshworks CRM’s reporting feature is easy to navigate. The reports are very customizable in terms of the data you can include and how it is visualized.

Freshworks CRM Reporting

Freshworks CRM lets you create dashboards, which contain multiple reports that are presented side by side. This helps you view a more well-rounded perspective of your business’s performance. For example, you can create a dashboard that captures your team’s activity, including their emails, tasks, appointments, and phone calls.

Freshworks CRM also offers multiple types of data visualization styles. This includes heat maps, summary and matrix tables, and bubble and bar charts.

Freshworks CRM Integrations

Freshworks CRM offers integrations that expand the functionality of the CRM. They also eliminate the need to toggle back and forth between systems. Some of Freshworks CRM’s key integrations include:

  • Google Workspace
  • Zapier
  • Facebook
  • Instagram
  • Twitter
  • LinkedIn
  • Slack
  • Zoom
  • Intercom
  • Shopify

Mobile

Freshworks CRM offers a mobile app for both Apple and Android. A mobile CRM helps ensure that your team has the information it needs while on the go..

Freshworks CRM mobile

Overall, Freshworks CRM mobile app is well-rounded. It provides the most important information related to one’s CRM – deal, contact, and task information. You can also view general metrics related to your deal and contact activity.

Legal & Security

Having proper security and data protection is critical for your CRM. Data breaches can harshly affect your company’s reputation and be costly to remedy. Freshworks CRM offers key security features and compliances to make sure your data is secured and protected.

FeatureOffered by Freshworks CRM
SSL CertificateYes
Role Based ViewsYes
Secure StorageYes (GCP, AWS)
International CompliancesYes (GDPR)
HIPAA ComplianceYes
FirewallsYes
Single Sign OnYes

Customer Support

Overall, we found Freshworks CRM’s customer support to be slightly above average. Freshworks CRM offers a wide range of customer support channels, and its live chat customer support is quick and responsive.

However, Freshworks CRM support articles have slightly below average readability. The font size is too small and the margin spacing between sentence lines is inconsistent. Also, while their images include indicators, like arrows, that point to the feature being discussed, the image sizes are too large and distract from the informational text.

Customer Support ChannelsLive chat, [email protected], Support tickets, 1-855-747-6767
Customer Support AvailabilityMon-Fri 9AM to 5PM PST
Other Support ResourcesKnowledge Base, FAQs
Platform Update NotificationsYes
Application Status PageYes

Freshworks CRM vs. Competitors

Overall, Freshworks CRM is the most similar to Copper in terms of platform advancedness. It is also similar to HubSpot in terms of the quality of their digital marketing tools, and Zoho CRM in terms of its integration with its own tools like Freshchat and Freshcaller.

The top Freshworks CRM competitors are:

Is Freshworks CRM Right For You?

Overall, Freshworks CRM is an intuitive, beginner CRM solution. We recommend it to smaller businesses who would benefit the most from a wide range of strong communication and digital marketing tools.

  • If you want an advanced, affordable tool and currently use other Zoho products, then we recommend Zoho CRM
  • If you want a highly customizable, advanced platform that can also support enterprises, then we recommend Salesforce
  • If you want a basic CRM that integrates tightly with Google Workspace, then we recommend Copper
  • If you need a basic, user-friendly CRM and primarily need a tool for deal management, then we recommend Pipedrive
Amy Yang

Amy Yang is a Junior Research Analyst at SoftwarePundit, where she conducts in-depth analyses on software markets and products. Amy has expertise in content production and managing digital and social platforms. She has a Bachelor of Science in Communication & Media, and a Minor in Web Programming and Applications from NYU. You can connect with Amy on LinkedIn.

Amy is an expert in several software categories including:

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