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.

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.

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.

There are many alternative sales tools out there but freshsales helped me in my initial days of lead generation, hence I will recommend this tool to those who have just started into marketing & sales department.

I was using this software for 1 and half year, I started with just live real-time chat service and now I have started using its premium features to manage my leads and sending them sales pitch and updates with easy campaign manager. I loved the user interface which takes no brains to understand the features that you need to solve your purpose. I have used their reporting tools that helps me make decisions based on results I have got from campaigns.

I would love this tool if they provide integration with social networks too like Instagram and Facebook messages along with LinkedIn. Currently they have limited integration modules. Also importing files takes much time then managing and sending them sometimes it got stuck and I need to reiterate everything again.

I wouldnt recommend it to anyone and regret paying for the product

Not much. The product is OK but the support is just mind-numbing

We had basic issues with everything we were trying to use. We were using the free version of hubspot and moved to freshsales hoping it would be better. It is not even comparable to the free version we were using. I have been running around from pillar to post within their organisation but they just dont care. Here is what simply doesnt work.1. Bugs: We bought the paid version of the product and we encountered serious bugs with everything we were trying to use it for. 1. Email integration didnt work 2. Webforms dont work (still ongoing) 3. Calling application (exotel) integration didnt work. 4. Importing contactswas more complex than hubspot.2. Customer support: I understand there may be issues sometimes and the basic expectation is that when there are issues, we can get help from support. Their support is the worst. For every small issue, they push a calendly link in your face and want you to schedule. And for every issue, the calendar is blocked out days out. They just say sorry thats when you will get help. They offer some free onboarding hours but the person just has a script and is unable to solve any of the issues. Even they will put you on to their support which is unresponsive. We are being tossed around with out 7-8 people who always start from scratch.3. Unprofessional: Their customer success is not just incompetent, they are highly unprofessional. I asked them for a feedback form multiple times so that our issues get recorded but they just dodge it

In short, great app, downright awful support

Very easy to implement. Currently using FreshDesk, FreshCaller and FreshSales. Great integration, everything works quite well.

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.

Overall experience is good. Now that we are on an enterprise plan, support is good. When we were not enterprise client, the support was often slow.

This product offers a lot of features and does offer a multi-touchpoint approach. Email journeys, Whatsapp integration, Chatbots, SMS...

I miss if/than functionality in workflows. That would greatly reduce the manual work when setting up the workflows and adding new conditions. Another thing that I do not like is the policy and the pricing related to the marketing contacts. All plans have the limitation of 1000 marketing emails per month. This can be quickly exceeded especially if you are sending newsletters to your contacts. There is an option to upgrade, but that is way too expensive and completely unscalable when a business grows. We have overcome that with integrating CRM with SMTP service that takes over this part and is calculated on the number of emails sent.

It is a great first CRM when you are a small company just starting your business and growing your database. I started using it in my previous role in a very small startup and it did the job for a while, the knowledge base management is great and quite intuitive. Would definitely recommend for a small budget and small startup.

Some of the features were very tricky, the layout is not very intuitive and it is quite hard to see all your information. Once again, if you try to scale or actually do forecast/sales pipeline review, I'm not sure it is the best tool

Saved our company a lot of man hours, and now the company has issued 7.5 hour work day from the overall time saved using freshsales CRM

the one feature that caught my eye was the sales automation tool, which made my life and my team's life better in all ways; we saw a 10% growth through Freashsales alone; our team considers Freshsales CRMas a fellow employee who does Automations.

I would like more options in the sales sequence in the feature, like doing a trial run, getting custom dates on when it should run, etc.

I work alone. The software meets my needs in helping me track my interactions with clients. What I like in CRM system is it's easily accessible and quick to use, so it does not slow down my activities, but instead helps me be more productive. And Freshsales does that well.

Pros are numerous - some of them are: - integration with Exchange/Gmail for incoming mail, - many plans to choose from, - intuitive and easy to use, - good mobile app

Not many cons. What I would like to see are more integrations. Especially with Todoist for task management (I've been using Todoist for years and it is just the most accessible and streamlined task management app). I am not fully happy with the quality of customer support, but maybe I was just a bad luck (I do not require much of support).

Freshsales is my main way of tracking interactions with my clients. It helps me manage all the steps in these interactions and absolutely saves my time and reminds me of what still needs to be done to convert a customer. It is a godsend and I seriously believe my contracts would drop by about 50% if it wasn't for Freshsales.

Unlike other similar software, Freshsales looks great! It is intuitive to use and all information is well presented, making it easy to understand at a glance.

I could not find serious faults with Freshsales. My only issues were the response times from the customer support team when I had some issues (which were due to me not reading the manual, and not due to the software), and missing integration with Gmail for incoming mail. An integration with Gmail would be a fantastic addon that would make me migrate all of my communication to Freshsales.

As previously mentioned, genuinely outstanding.

Outstanding software. Having everything needed in place, all lead tracking, lead generation, marketing and calls, really does the 360 feel freshworks are aiming towards. Customer support is unrivalled across all other software we have used previously. I would go as far as saying it’s better than any software or saas support I have come across.

Having too many features to implement quickly!

The tool we were previously using did not have the option to create deals and manage your revenue generation and pipeline, but ever since we have shifted to freshsales, that problem has disappeared. Also, the reporting and the analytics freshsales offers helps us in keeping track of all our data, activity and how we can streamline the process of sales and pipeline management. Other than that we can also create tasks and meetings on the dashboard, but now we have an all one in solution for all of this, thanks to freshsales.

The interface is really good and the software is very easy to use. You can also run campaigns and sequences on your contacts with freshsales. Deals and pipeline management is very good and you can create all kinds of reports to keep track of everything.

The onboarding process was a bit longer than expected, and integration with other tools is also a bit difficult. Other than that, there is a monthly limit of only 1000 marketing emails in a month which seems rather wrong and to increase that, you have to pay extra which is a lot.

We are a company that do partnership with different businesses from Mail Centers to Co-working space. We use Freshsales to track sales activities, create our sales process. We also use Freshsales to communicate a lead. It has a variety of communication channels for email, phones, chats even WhatsApp. We also use Freshsales for reporting, sales activity reports. It pretty much has everything you will need to help your sales team.

Freshsales has a lot of features, and it will take some time for you to learn how to use these features to your advantage.

It's fine overall but earlier support was good and now it's difficult to get a hold of rep.

It's comprehensive as this has functionalities for both sales and marketing. This also has freshchat feature which we are using on our website.

The support is not good and on the other hand they have made a newer version of it and it took 6 months to migrate us to newer version for the older one.

FreshSales has helped me in - 1. Delegating tasks to the team 2. Tracking of team activity / performance 3. Increase accuracy of sales forecast 4. Identifying neglected contacts in the database

Comprehensive CRM tool which blends in with your e-mail box. Primary advantage is that it screens and displays e-mails only from the contacts listed in the CRM (no need to browse through internal / vendor communication, while searching for any e-mail). Further, it categorizes conversations corresponding to a particular person (contact), company or any deal. Also, including complete record of calls, e-mails, chat and other communication to one customer by various people in the organization The ease of task delegation / collaboration with others in the team is a cakewalk with FreshSales. Another benefit is task, appointment reminders across time zones. In addition to this, it can also tag the location for the meeting accurately on google maps / Uber app. Tracking of e-mails - it not only tracks if the e-mail is opened but records the number of times it has been opened with the respective time-stamp. One more highlight is the bulk e-mailing to the complete database at a single click. Importantly, the e-mails are recorded as individual emails to parties in your e-mail box with a metric analysis of opens, bounces, clicks of the shared hyperlink. Second aspect to the CRM tool is the managerial feature of generating reports. It displays reports for all team members with respective sales activities, follow-ups, action items against every deal. Access of complete database via the mobile App! This enables quick review and follow-up drastically reducing response time to customers.

A limitation observed is that the software takes longer time to load in case of heavily loaded database.

Using both Freshdesk and Freshsales to manage our relationships with users and the business opportunities that may arise is the most efficient way to improve our sales effectiveness.

We are using Freshsales together with Freshdesk and it is the perfect solution to help our customers and manage all our relationships with them in a quick and simple way through an effective streamline. By adding the Freshasales API code in Freshdesk, the tools are automatically synchronized in order to keep track of the relationships that have occurred with all users. Freshsales helps to reach specific goals by setting up a valuable deal for each lead imported inside it. The deal management is really intuitive, just like all the other features available. The contacts can be easily imported uploading your customer lists in csv or similar file format. The CRM offers a built-in phone, an integrated email system, a user behavior, tracking, and a reporting system. As already written, Freshsales is really intuitive and easy-to-use thanks to its accessible menus and filters. There is also the possibility to customize some overviews in order to keep all essential information at your fingertips. It is possible to automatize pipelines and workflows as needed. Freshworks tool offers a great help desk, you can get support by email using the ticket system, by chat or telephone. The support team is always ready to help.

Some automatic reminders are missing. You can’t set specific alarms to be notified when a customer doesn’t get back to you or similar.

This was our company's first CRM. We still enjoy Freshsales, but often find quirks and areas for improvement that we sent to our representative. There have been advancements since we started with Fresh, but would love to know more insight on what's to come in the next year and three-year plan, so we can prepare and know how the system will improve over time.

Up front, nothing seems overcomplicated. It has the essentials we need to track business on the sales side. Those who tend to support tickets are quite helpful. Happy with the timely, honest support we receive!

As with any system, there are areas of improvement, wishes for changes, and improvements we would love to see implemented. I wish there were more transparent check-ins telling us upcoming changes that are being worked on in the background. I also wish we were notified when updates were going to run so that could better prepare when "Blackout" periods are going to take place during the workday.

1- Freshsales is very easy to use and is a solution that I believe is a good fit for a growing team, as the platform has a very small learning curve. I feel confident in being able to teach a new staff member how to use it. We don't use Freshdesk, but their native integrations with that, other Freshworks applications, and 3rd party tools in Freshsales would be very suitable to teams that offer support, or already have an existing marketing/service delivery software stack. 2- The development team frequently release new features that make the experience of using the platform better and better. I have subscribed to the top tier, but even their entry level and middle range offers go head to head on features with the big name CRMs that cost double the subscription fee. 3- Finally, the mobile application's latest release is absolutely brilliant more than what you could want or expect from a mobile version of your company's sales CRM.

1- Some of the 'bells and whistles' that come with other Sales CRMs aren't available or can only be achieved by using third party tools (Zapier) hacked together with Workflows. Examples of these are: "automatically remind me to follow up if I haven't heard back from this lead/customer"; and support for recurring deals (such as businesses that sell based on annual subscription models). 2- There seems to be a fair bit of data visible (eg: metadata on each lead or contact) that really isn't important to the average user. And it would be great if a user could choose which fields appeared in the summary view of their contact, rather than just having the first few fields show. Having said that, the Development team appear to listen to their community, so this comment may be out of date, depending on when you're reading it!

Overall, a great piece of software for a great price.

Has about 90% of the advanced features in pricier CRMs like Hubspot, for a fraction of the price. Super-friendly user interface, great support. Highly recommended!

APIs still need some work. Migrating from Hubspot is a bit messy - the built-in process doesn't work too well. Missing the ad platform integrations as in Hubspot.

I knew what the problems were in managing my workflow, but I couldn't envision or describe the kind of software that could be helpful without just being "another thing" to check and organize and worry about. Freshsales is easy and intuitive and offers solutions to my exact issues. The support team is always friendly and prompt when I have questions. If I'm looking for a way to do something and don't see it, the support team shows me how. My experience with Freshsales has been better than expected.

Freshsales lets me intuitively organize large projects with lots of complexities and moving parts. I live on the "My Deals" page, where I've customized the stages to see exactly where each client - and their corresponding projects and tasks - falls in my current, active sales funnel, from initial contact to final payment. I like flipping over to the "Tasks" page to see exactly what I'm supposed to accomplish right now - and which task(s) I'll need to tackle immediately after.

Though my organizational needs are fairly simple compared to larger firms and other industries, I could see most companies and their teams using Freshsales to their benefit. There isn't anything I dislike, but again, my needs are simple and there are tons more features available that I won't even touch. Fortunately, those expanded capabilities don't intrude with my use of the software - they are just there in the background if I ever need them.

Our previous CRM was a bespoke system where our developer had "disappeared" and wasn't responding to support, so we needed a quick solution to replace it. I managed to manually copy all of our contacts from our old system into a spreadsheet which then imported easily into Freshsales. The overall experience is great and it's reassuring to know that the support team are so helpful. The product will likely need some customisation and integration to fully suit our needs but this is well in progress now and we're getting to grips with it very well.

The interface is well designed, easy on the eyes and easy to find your way around. The settings are organised into relevant subcategories and everything is easy to configure even for a novice. Importing contact data from a spreadsheet was very simple and saved us a load of time. Searching for contacts is a breeze, the search bar at the top includes all profile fields so it's easy to find the contact you're looking for. The support team go above and beyond to ensure you get setup quickly and to make sure Freshdesk operates exactly as you need it to and adapts to your existing business processes. For any query that I had, the team were proficient and made sure to find a solution that worked for me. This awesome support is even available on the free plan.

I guess it's not really a problem with the software, but we moved from a bespoke CRM over to Freshsales and as someone not too experienced with this sort of software there was a lot of information to take in at once and learning where things are and how to use each feature occasionally took a little reading, but documentation is very well written and the support team just a quick call away if I got stuck.

As a new startup, I was looking for a modern, full featured sales CRM that was affordable and easy to use. I also wanted it to be able to do some marketing automation. I wanted something that was a mix of SalesForce and Hubspot, but for smaller players like myself who don't have an enterprise budget. I found that with Freshsales. I'd highly recommend giving it a try.

I love the combination of ease of use, workflow automation, and value. My favorite feature are the workflows where I can set up a drip email campaign for new contacts that my sales reps acquire. It allows a nice mix of direct sales and automated marketing to achieve conversions. I also like the nice integration with Freshdesk, their companion customer CRM.

There's not much that I don't like. I'd love to see a feature where contacts can be contacted through other digital channels other than just traditional email - for example, Facebook Messenger and SMS. The software does pull in Facebook information automatically which is great. I'd love to see them take it a step further and allow for messaging through Facebook, as well as a way to send SMS messages/reminders.

I had a great experience and it has made my life easy ever since I started using it.

The product is not bloated like most CRMs. It is very user-friendly and it has a left navigation panel that just lets navigating to any page easily and is very user friendly.

Would be great if it can be integrated with more softwares so there are a lot of options for customers.

Freshsales has made the process of managing leads and communicating with them till they become contacts through to client a more manageable process for our clients. it has also worked well for us. Freshsales is really the Sales force for the emerging enterprise.

If you want the functionality and capability of SalesForce for your medium sized business but you just don't have the budget, then FreshSales is the right software for you. I guarantee you you will be blown away by the functionality and the outputs you get from this for a fraction of the investment on what other corporates invest into their Sales CRM. There is too much to mention. You can synchronize emails to customers and the software is very easily customizable. It can be integrated quite easily with other software to enhance functionality. My medium sized businesses are over the moon with this software. From the reports you get, you can easily analyze the sales process and wee where the bottlenecks are.

Freshsales is priced on multiple users. This can get quite expensive for smaller businesses trying to tes out certain sales strategies. This is why I would recommend this more for medium sized busiensses.

Freshsales helped us to automate our outbound sales activity and generate extensive reporting

1) Ease of implementation and setup 2) Customer support 3) Very optimized CRM 4) Clean UI and UX

Need more sales enablement options for outbound sales activities. i.e 1) Send cold emails specific to prospects' time zone 2) Ability to send emails per our scheduled time than 30 mins buffer available in Freshsales CRM