About Freshworks CRM

Freshworks CRM is a cloud-based customer relationship management (CRM) solution that helps businesses across different industry verticals to manage their interactions with existing and potential customers.

Key features include one-click phone, sales lead tracking, sales management, event tracking and more. Users can also send personalized bulk emails from the solution, and then monitor activities on these emails. The inbox automatically prioritizes emails from contacts and leads that are waiting for a response.

Freshworks CRM tracks the web pages that prospects are interacting with and then segments contacts based on their behavior. A lead scoring feature ranks lead based on that data and will prioritize those with a high...


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Supported Operating System(s):

Mac OS, Web browser (OS agnostic), Windows 10

499 Reviews of Freshworks CRM

Average User Ratings

Overall

4.62 / 5 stars

Ease-of-use

4.5

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(348)

348

4 stars

(108)

108

3 stars

(17)

17

2 stars

(4)

4

1 stars

(7)

7

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 499 results

January 2019

User Profile Picture

Paul from Coactive

Verified Reviewer

Company Size: 11-50 employees

Industry: Computer Software

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

January 2019

Easy On-boarding and setup, fast support.

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.

March 2021

Humberto from The Naked Bee

Company Size: 11-50 employees

Industry: Cosmetics

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

1.0

Functionality

4.0

March 2021

If you need support, look elsewhere

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.

Reasons for Choosing Freshworks CRM

The decision to choose freshworks was for most part driving by cost.

June 2021

Alejandro from Baco

Verified Reviewer

Company Size: 51-200 employees

Industry: Wine and Spirits

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

5.0

June 2021

Great CRM

Pros

Administration of the tickets is very useful for every company

Cons

Once you start using it is kinda difficult, but after a few months it becomes easier

March 2019

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

2.0

Value for money

3.0

Customer support

2.0

Functionality

3.0

March 2019

Lots of issues w/ CRM migration + bugs

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.

May 2021

Rayno from Applied Vehicle Analysis

Company Size: 11-50 employees

Industry: Mining & Metals

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

3.0

May 2021

Freshworks CRM review

Pretty Good, Has some issues and bugs that creep up

Pros

The integration with Freshdesk as well as how you can view your Pipeline

Cons

Limiting functionality, We as company have products in SAAS as well as once of, In the pipeline I cant split the two and causes issues when filtering

Reasons for Choosing Freshworks CRM

Pricing and it was our first software to manage CRM