Freshworks CRM Reviews & Product Details

Freshworks CRM Overview

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 Sales Cloud is a complete end-to-end solution for sales teams to— attract quality leads, engage in contextual conversations, drive deals with AI-powered insights, and nurture customer relationships. With built-in email, phone, chat, and telephony, the Sales Cloud empowers sales teams with more time for selling by automating the sales process and increases efficiency and productivity in their daily activities. With Freddy AI, salespeople can get insights into the best deals to go after and what actions to take and predict revenue with sales forecasting. Businesses can take the next step forward towards powerful pipeline management with Freshworks CRM Sales Cloud. Freshworks CRM Marketing Cloud helps marketing teams deliver more personalized customer experiences at every touchpoint across their lifecycle. Get insights into your audience’s behavior and engagement to create unique buyer experiences. You can automate conversations with website visitors using AI chatbots, segment contacts into lists, create targeted personalized email campaigns, automate your journeys, and nurture customers to keep coming back. With powerful campaigns analytics in Marketing Cloud, you can glean information on opens, clicks, and responses, to improve engagement and generate quality leads for sales teams. If you need to build a better partnership between marketing and sales, Freshworks CRM Customer-for-Life Cloud provides an all-in-one solution. It brings salesforce automation, marketing automation, chat, and telephony together so that you can organize customer information and engagement in one central location. Marketing teams get a better understanding of who they are marketing to, and sales teams know who they’re selling to.

Freshworks CRM Details
Languages Supported
Arabic, Catalan, Czech, Danish, German, English, Estonian, Finnish, French, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Dutch, Norwegian, Polish, Portuguese, Romanian, Russian, Slovak, Slovenian, Spanish, Swedish, Thai, Turkish, Ukrainian, Vietnamese, Chinese (Simplified)
Product Description

Freshsales is a sales CRM built to help you stop juggling between multiple tools. It’s ideal for small businesses and refreshing for enterprises.


Seller Details
Seller
Freshworks
Company Website
Phone
+1 (866) 832-3090
Year Founded
2010
HQ Location
San Mateo, CA
Twitter
@FreshworksInc
9,583 Twitter followers
LinkedIn® Page
www.linkedin.com
3,830 employees on LinkedIn®

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Freshworks CRM Reviews

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Regional Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from the seller
CEO
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The product is nice and simple to use - for a SaaS company with roughly 1,000 customers, it was a simple way to get organized, create some nice automation, and get things organized for our company. Unlike other CRMs, creating a new workflow is simple—the same goes for adding new fields. There was some confusion with the connection between companies and contacts, but overall it was nice. They do limit the number of workflows, and you do need a ton for this to work well. Review collected by and hosted on G2.com.

What do you dislike?

Honestly, we have had the worst experience with their support team that we've ever had with any company. Every time something would break or not work it was "a bug" they were looking into and there would never be a resolution. We were sold on Freshworks because of the integration with Chargebee...except it literally never works. Most support queries were ignored for a week or more, with the typical answer being "this is a bug that we're working on." There were constant billing issues that they would say they would credit, and then wouldn't until they were pushed to do so. It's a nice product, but we left for Hubspot and...WOW...the price isn't much different but the product is in another galaxy. The support is incredible. Freshworks is nice, but as I said, the horrible support and endless bugs and downtime made it unusable for us.

One big thing for larger companies to think about - they cap parent/child accounts and workflows which can cause some serious issues. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If support matters to you, and it's important with a CRM, this is not the product for you. The price and ease of use really sold us, but the bugs, downtime, and support were constantly frustrating. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Freshworks helped us conceptualize a better way to organize data, although the look and feel of the company page is messy and you are unable to edit the look and feel of it. Review collected by and hosted on G2.com.

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Technical Support Specialist
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Freshworks CRM is a system that we implement in the company in order to improve our sales. I love the system because the tools it offers us are extensive, allowing both marketing and secure sale to be carried out, this system is innovative because it uses artificial intelligence to perform its functions. and in order to attract potential customers and make specific, wide and safe sales we have not had any kind of inconvenience or problem regarding the operation of the service, it is for this reason that each of the tools have worked interactively and have allowed the sales and marketing area expand traffic and make much more targeted sales. Review collected by and hosted on G2.com.

What do you dislike?

We have not had any kind of inconvenience regarding the operation of the service we have seen that the system has been very extensive in attracting new customers and the quality of operation is incredible the tools are intuitive so it is easy to understand without the need for any external help which makes the execution of the program very simple for this reason, we have not noticed any flaws and also its tools are improving better and better. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

In short, the system has broad solutions, the main objective of attracting traffic and expanding sales has been very evident, we have noticed it both with the web and the growth analysis, in addition to that the sales and purchase system has grown remarkably, without any type of inconvenience we have been able to implement the service both in digital marketing and sales area, I highly recommend it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Mainly, the system works in order to solve our sales problems and attract traffic. The marketing system that we currently have performs a massive search for new users, however, unifying Freshworks CRM is much more powerful that allows us to reach much broader levels of traffic. attract potential customers to make concrete and fast sales the customers found have commented positively to the system, indicating that the virtual bot performs the sales process faster and more nicely, a very complete and detailed system with a very convenient artificial intelligence. you have provided an effective quick system, it is nice. Review collected by and hosted on G2.com.

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Account Executive
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Customer relations are the back bone of industry and you can only add to your business value by providing the best services to your customers. Thanks to Freshworks that has helped me in handling the customer queries and their data in an organized manner. I have got rid of excessive paper work and excessive customer’s calls. Now through this channel I am in a better position of handling my Omni channels and easily I have streamline my customer’s conversation at this platform. Review collected by and hosted on G2.com.

What do you dislike?

There is no calling feature associated with it, sometimes only the conversation is not necessary you have to talk to customer as well, I think this feature should be added. Further they do not talk about any offline access of the data, which is very essential case of no data connection, as emergency. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you want to organize your data and concerned about good customer services then I assure you this is the best tool. It is very suitable for the B2C type business irrespective of any business size. You can also enjoy their services on the mobile version of it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Freshworks has allowed you to automate your most repetitive tasks and saves your time. This is very easy to use software and I did not find any trouble in its installation, even t is easy to customize as well. This tool is has reasonable pricing policy and will affect your business in long run. Review collected by and hosted on G2.com.

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Marketing Coordinator
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Freshworks handles many integrations with many applications which makes it much easier for us to manage it, as well as the use of calls and calendars. We can automate the onboarding of prospects and new leads. It is useful both for the sales channel and for communication with customers, making the process automatic. Review collected by and hosted on G2.com.

What do you dislike?

They have a rather slow and deficient customer service, we had a problem at the time of the initial configuration and we suffered a lot since the technical support solved the problem after two days, which shows us that the response process varies from 10 to 15% of effectiveness. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This program is very good despite its flaws, it is perfect for small to medium sized organizations, although a solid communication capability between the team and the registered customers is necessary. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We were able to maintain customer management in the sales department efficiently through lucrative web projects shared by our company. We were also able to integrate some applications for customer movement through the channeling of relevant notifications that are essential for their use. Review collected by and hosted on G2.com.

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Managing Director
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

For our company, using Freshworks CRM was very convenient since it is focused on customers and the participation of them, which in turn gave us a point of view based on intelligent solutions planned and thought for customers.

It also allows me to attract potential clients, improving and expanding the traffic of our website. I am happy with the service and what it offers us. Review collected by and hosted on G2.com.

What do you dislike?

personally for all our workers there were no negative aspects, the implementation had a good reciprocity since it is designed for potential clients, which represents something profitable. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

For us, it was very pleasant to use this software since it promises migration support with respect to previous CRMs for which it is 100% recommended since it is easy to use, it is very competitive, that is, it is at the height of other recognized software Not to mention that the necessary information is always at hand.

It is important to note that the system can be connected with the marketing system and expand its scope, which is amazing for us, for this reason and others we recommend it to expand sales and users. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

With the use of this software our company had the opportunity to intrude on a wide range of potential clients that we could not access before, since they worked with indicators such as telephones, email, behavior monitoring that is also available not only in our area but also in areas such as Technology, Education, Real Estate, Hospitality, etc., Review collected by and hosted on G2.com.

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Information Technology Specialist
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

With Freshworks software we can manage our potential customers so that our sales team has a faster time to make their journey. It has helped us to quickly get hot potentials for our company. Review collected by and hosted on G2.com.

What do you dislike?

Unfortunately the platform does not have any tools for radial and territorial mapping which limits us a little when representing our projects on a large scale. Even so, we are happy to work with Freshworks. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Freshworks is recommended for small and large companies because thanks to its integrated marketing automation function we can increase the processes and actions of our strategies in order to reach the greatest number of people at the lowest possible cost. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

With the platform we can strengthen and ensure customer relationships and we can be present at all times as Freshworks allows us access from mobile devices at any time. It also helps us to keep the team organized with its task management tool. Review collected by and hosted on G2.com.

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Sales
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
Chief Marketing Officer
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
Manager- Publisher Business Development
Computer Software
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I really like how Freshworks is combined with database administration and how the various aspects of the database are generally related. Fresh Sales offers an integrated bookmark, which is an effective tool that can be bookmarked and used as a way for customers to find it. Fresh products are very good at predicting an important event. By assigning scores to each potential customer how many times and how to contact them, I can see at a glance how hot or cold the sales leads are and where they are in the buying process. Review collected by and hosted on G2.com.

What do you dislike?

For the types of reports that can be run, I think Freshworks can use Five9 or Call Fire type courses. I hope that Freshworks will be more intuitive in some aspects of its graphical interface. I think that if the outgoing phone tool is a true predictive dialer and allows me to load a list of numbers and simply press a button to tell it to disappear, my work will be easier. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I think Freshworks is suitable for small, medium or large companies with remote agents. I don't think Freshworks is suitable for companies that have to make large external margins. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Our company uses Freshworks as the single point of contact for the entire database of potential customers. We use it to store all customer and account information, and this is the tool we use for all calls generated by prospects. From the initial point of contact to the entire sales cycle, I can track leads and then, when they become customers, I can use Freshworks for all orders and account management. In addition to the mobile application on my mobile device, Freshworks should also be one of the most scalable and powerful sales tools I've used since Salesforce. Review collected by and hosted on G2.com.

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UC
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

It is very easy to customize the workspace so it works best to meet our needs. Review collected by and hosted on G2.com.

What do you dislike?

I don't like how the look and function changes frequently. I feel most the changes that are done should not force us to utilize the function. One time, without setting up the email function, I could see all email communications between my customer and others in my company. I could shut it off but had to spend hours deleting emails from my Customer account. Recently it stopped holding your current view unless you go into Filters and select to save the view. Forced changes like these are frustrating. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Be prepared for look and feel to change frequently. Support is helpful and quick to respond. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

How long deals sit with not movement and better allotment of resources per deals that are close to closing. Review collected by and hosted on G2.com.

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Associate Director, Finance (Cell and Gene / CAR-T / Kymriah)
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It has provided us with many functions and applications that do not require all applications to be purchased individually. At the end of the day we save a deal of time and resources with all options, including a conversion optimization and a different information sessions. Finally, the extension to Chrome is very useful. Review collected by and hosted on G2.com.

What do you dislike?

This type of program does not contain the best documentation available to us by Freshmarketer. In a small business, the price is exorbitantly expensive, but a large amount can indeed be achieved by all the knowledge it offers. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Freshmarketer had already kept our process flow clean because the software is quite user friendly and efficient with funneling tools. With insights we have gathered from A/B testing, we have about balanced the high license costs. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

It allows you to send email marketing campaigns so you can complete all operations through one system. Separate prospects from customers to ensure you have a good channel. You can easily create and modify business view filters. The excellent prices in the payment model range from $12 to $80, and the services provided are sufficient to meet all requirements. Review collected by and hosted on G2.com.

What do you dislike?

Send any contacts that have sent their email address associated with the account to CRM. The email limit is very small, only 500 per user. This makes it difficult to hold large-scale events. Easily generate reports directly from sales channels in the view/filter. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Freshworks as a CRM system, with additional features such as email marketing and lead assessments, works well. We also use the call system at Freshworks; however, this is not the most cost-effective way to work. You will use Freshworks to increase sales, but you will not use Freshworks solely as an email system like a simple email chimp (you will not be more profitable until you increase your email quota). Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have two use cases for Freshworks: we use it as a simple CRM for the sales team to manage our customer relationships, and we also use the system as a way to retain users. Our managers, sales team, telemarketing and marketing use Freshworks every day. Review collected by and hosted on G2.com.

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Co-Founder
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

I love it's reminders for easier and prompt follow up. This provides best services to offer your clients and fulfill promises of calling them back. reporting dashboard looks quite okay and it's easy to use thus, not complicated. Review collected by and hosted on G2.com.

What do you dislike?

Their limited integration and online document storage should be expanded. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Freshworks will not disappoint you especially if your company involves sales. The platform makes work easier especially when generating leads. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We used it in sales campaigns and it really worked well. I would recommend it to anyone without doubt. Review collected by and hosted on G2.com.

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Owner
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

The crm has full features at a reasonable cost (but you get what you pay for) Review collected by and hosted on G2.com.

What do you dislike?

Less intuitive than I would like. More importantly, I have never seen a poorer customer service experience than this. Tech support. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Consider others. I must again start my search. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Basic CRM, so it solves the organization issue. Haven't seen the benefits promised because of the lack of support. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

I like the idea that I can package my solution with one vendor. Unfortunately, the packages get pricy if you need customizations. Was not able to build out our solution affordably.

Meet staff in Las Vegas during the FreshWorks show and was optimistic about what was possible.

After my last attempt to get the system configured to my needs they could not provide the (1) item we needed custom modules, from the super expensive Forest plan. At a reasonable price so we had to give up. Too bad short-sighted sales responses lead to a lost lifetime customer. Review collected by and hosted on G2.com.

What do you dislike?

1) Failed to meet the customers needs by offering a package with the single item needed out of the next (most expensive upgrade)

Given the number of seats needed in the future, this was a no go with the Forest package.

2) Opened so many tickets it felt like musical chairs in support.

3) Had to upgrade endlessly to get the configuration going

4) Support through responsive isn't helpful because they go too fast, I was trying to use a solution partner to get a long-term relationship going with FreshSales but they didn't get that the obstacle was pricing with 1 feature needed from

5) Its an empty box like salesforce but no options for plug-and-play industry customizations to short cut or expedite a start. It is ultimately less expensive to just go with salesforce since there are so many preconfigured solution partner options. We also found that our industry-specific solutions work just as well but we wanted to scale with FreshWorks. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I'm leaving for salesforce Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

They have much of what is in Pipedrive, wealth box, but they are still confined by the design like Zoho, Act, or many industry configurations.

The biggest benefit is it's fully integrated we love that idea. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Freshsales is a system more than a CRM becomes important or necessary, sales are concrete, guaranteed, it allows us to provide technical support to customers which we are selling so that everything is much more personal and in this way specify correctly, In addition, it broadens the search for clients with marketing, expanding the advertisements, it can be said that it is a very powerful and interesting software and they work perfectly, granting an exponential reach and new clients. Review collected by and hosted on G2.com.

What do you dislike?

I have no negative point about the software, it seems to me that it is very complete, however they can add features such as a chat service so that the support is directly with a robot system, in this way it is easier to make filters for sales, either also conference or 'audio to be able to communicate with customers more precisely and can resolve doubts before acquiring any type of service, although the service works well, this can expand the system. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It allows you to make sales, expand your number of users, attract traffic to the web, we have noticed the exponential increase and how it does its job is for this reason that I recommend it and it has offered an incredible job, with simple and optimal tools to improve the activity of the company, very responsible in my opinion I recommend it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It definitely solves problems of the companies which is to attract more people and increase traffic and sales, with Freshsales it is possible to reach specific goals and with a broad vision of a much more attractive future for the company, it is a software that has varied characteristics in which it is possible to add it with other software, be it marketing, finance, human resources in order to support each of these areas, and for example expand the advertising campaigns allowing to attract traffic to the web, I find it incredible how the software works to improve quality and service. Review collected by and hosted on G2.com.