Freshworks CRM Reviews & Product Details

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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

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.

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.

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.