Our review of Freshsales

Freshsales is a CRM software designed primarily for SMEs, but more advanced sales organizations can also benefit from its robust functionality. The interface is sleek, modern, and highly intuitive, making the tool easy to use. It offers all the features you’d expect from a CRM, with excellent value for money. In short, if you’re looking for a CRM to manage your sales pipeline and customer relationships, Freshsales is definitely worth considering. Below is our detailed review of Freshsales, so you’ll know in just a few minutes whether it’s the right fit for your business.

My Opinion on Freshsales in a Nutshell

Freshsales: Part of the Freshworks Suite

Freshsales is part of the Freshworks suite of business tools, which was founded in 2010 by Zoho CRM alumni. Freshworks offers a comprehensive suite of solutions for customer relationship management, including:

• Freshdesk, a tool for managing support tickets via web, email, and social media channels.
• Freshcaller, contact center software (CCaaS) for managing inbound and outbound calls.
• Freshchat, a chatbot solution for engaging customers across digital channels like your website.
• Freshmarketer, CRM marketing software for managing campaigns and marketing automation.

Freshworks enables you to manage every aspect of your customer relationships, from sales to support and marketing.

Be sure not to confuse Freshsales with Freshworks CRM—they’re the same tool! If you’ve heard of Freshworks CRM, you’re actually hearing about Freshsales.

Reporting on Freshsales

Freshsales provides around a dozen predefined sales reports that visually resemble the dashboard shown above. These include reports on sales activities, product performance, sales team performance, sales trends, and sales forecasts.

All of these predesigned reports are fully customizable: you can rearrange the layout of the blocks (referred to as “widgets” in Freshsales), remove blocks, or create new blocks with the metrics and presentation style of your choice. Freshsales once again stands out for its flexibility.

Even better, you can build reports from scratch, fully customized to your needs. This process is simple and intuitive. You can choose from various types of widgets—graphs, filters, text, or images—and place them wherever you like on the report’s blank canvas.

Once positioned, you can edit each widget to display the metrics you need. To save you time, Freshsales also offers around 60 predefined widgets.

Customer Reviews of Freshsales

Overall, users are highly satisfied with Freshsales. The software scores an average of 4.5/5 on Capterra and G2, the two leading platforms for software reviews. Here are the key advantages of Freshsales highlighted by customers:

• Rich feature set. Freshsales offers everything you expect from a CRM and more: contact management, sales pipelines, workflow automation, chatbot integration, and more.
• Excellent value for money. According to customer reviews, Freshsales delivers outstanding value, particularly for small and medium-sized businesses.
• Integrations with other Freshworks products. The integration with Freshcaller for CTI (Computer Telephony Integration) is a highlight for many users. Integration with Freshmarketer to manage marketing campaigns is also popular.

However, there are a few drawbacks mentioned in customer reviews:

• Customer support can be slow. While Freshsales offers 24/7 customer support, some users report delays in receiving responses, which can be frustrating.
• Limited reporting features. Although Freshsales offers solid reporting tools, some users feel that they’re not advanced enough for their needs. This may surprise some, as Freshsales does offer quite flexible reporting features (although they are not as advanced as dedicated tools like PowerBI).

Offers & Pricing

Freshsales offers 3 pricing tiers, each available with a 21-day free trial:

• The Growth Plan costs $9 per user per month. It includes a Kanban-style sales pipeline view, contact and account management, task, appointment, and note management, custom field creation, phone integration, AI-powered chatbot builder, form builder, API access, and integrations. 24-hour customer support is included, with unlimited contacts. This plan is ideal for companies with basic CRM needs.
• The Pro Plan is priced at $39 per user per month. It offers AI-based lead scoring, up to 50 workflows (to minimize time spent on repetitive tasks), territory management, automatic lead assignment based on custom rules, and much more. The Pro plan is suitable for companies with larger sales teams and more advanced automation needs. It also allows you to manage multiple sales pipelines and teams.
• The Enterprise Plan costs $59 per user per month. It adds automatic lead enrichment, up to 100 workflows, and 100 GB of storage per user (compared to 5 GB in the Pro plan).

Freshworks also offers a variety of add-ons:

• Phone credits for making and receiving additional calls directly within Freshsales.
• Additional workflows starting at $10 per month for 10 extra workflows.
• A CPQ module for $19 per user per month, allowing you to manage quotes, invoices, and contracts.
• Freshbots packs to exceed chatbot usage limits, starting at $100 for 1,000 sessions.

Integrations: Freshsales’ Weak Point

Freshsales integrates seamlessly with other Freshworks products, such as Freshdesk, Freshservice, and Freshchat. However, it offers limited native connectors with third-party solutions—only around 30 (compared to the 400 integrations offered by Pipedrive or the 1,600 third-party apps available through HubSpot).

Freshsales’ main third-party integrations include: Google Calendar, MailChimp, Twilio, Segment, Office Calendar…