Written by Zara Chechi Published on 20 October 2021 On this page What Are Freshwork’s Features and Benefits? How Much Does Freshworks Cost? Is Freshworks Right For My Business? What do Freshworks customer reviews say? Expert verdict What Other CRM Systems Could I Consider? Expand We’ve done all the hard work to find out if Freshworks CRM is the right system for your business. Pros Minimal onboarding Affordable Offers a free plan Workflow automation Cons Integration between Freshworks products is limited Less third-party app integrations than competitors Customer support can be slow At a glance: Freshworks provides customizable, streamlined solutions for sales and customer service teams at an affordable price. There are limitations with integrations and customer support. Freshworks has divided its offerings into aptly named Freshdesk, Freshsales and Freshmarketer. Each has a different focus – in this review we’ll be concentrating on Freshdesk and Freshsales, which are centered around delivering customer service and sales solutions. Freshworks is a customizable platform that can be modified to suit the needs of your business. You can choose from 10+ languages and over a hundred different currencies. You can also create custom modules, sales activities, and fields. Freshdesk provides a simple, intuitive platform to increase customer service and customer satisfaction. With features such as help widgets, time and event triggered automation, custom reporting, and customer satisfaction ratings, this CRM system is jam-packed with features to improve workflow efficiency. Freshworks is best suited for small to medium-sized businesses as it’s affordable and has all the essential features for a CRM system. What Are Freshwork’s Features and Benefits?✓ Great collaboration Collaboration leads to effective results, and Freshdesk offers a seamless way to collaborate with others. Your customer service team will often need to reach out to others in your business to solve an issue. Instead of wasting time by going back and forth, Freshdesk offers tools to streamline communication between anyone in your business. Customer issues or queries can be resolved much quicker this way. Your customer service agents can loop others into tickets, and visibility remains even when others are working on the ticket. Collaboration can also happen with third parties, meaning better communication with business partners and suppliers. ✓ Workflow automation Freshsales provides workflow automation, freeing up your sales team to close more deals. Tasks which take up a lot of time and resources can be automated by setting up rules. These custom rules can automatically assign leads to sales agents based on factors such as language, expertise and region. You can also design sales sequences to automate repetitive tasks such as sending out welcome emails or following up with leads. You only need to set this up once, and these sequences run automatically in the background. Freshworks offers integrations with third-party apps, widening the range of sequences and automated tasks you can set up. However, it has fewer third-party app integrations compared to other CRM systems such as Salesforce and SugarCRM. ✓ Fantastic ticketing features Managing and resolving tickets is a big part of providing great customer service. Your team can use Freshdesk to prioritize, categorize, and assign tickets so you’ll never lose track of them. You can also track tickets from multiple sources all from one inbox, decreasing the likelihood of any tickets going rogue. Freshdesk offers ‘agent collision detection’, preventing multiple individuals from working on the same ticket by accident. This feature prevents duplication of work and reduces wasted resources. Another handy function is the ‘thank you detector’, which prevents a ticket from reopening when a customer replies with a thank you. These replies can get annoying and disrupt workflow efficiency, so Freshworks’ solution will be welcomed by many. You can also create pre-formatted replies for quicker, more consistent responses. This cuts down unnecessary responses from your agents and ensures you provide efficient customer support. ✓ On-the-go mobile appFreshsales’ mobile app ensures your sales team stays connected to the platform at all times. Whilst on the go, your sales agents can access information about sales, leads, and contacts, as well as record voice notes, make calls, book Ubers, send emails and scan documents with a phone camera. Phew! A pretty impressive list, and that's not at all: members of your sales team can also use the app to download and store information so they can access it while offline. They can also use it to check into a location, so you can effectively monitor their activity while they’re out on the road.✓ Customizable platformsEvery part of the portals for both customers and agents can be customized to accurately reflect your brand's messaging and theme. Freshworks claims that Freshdesk is fully customizable, so you can make the system work for your business. You can define each person on your team and provide everyone with their own custom permissions. You can also create custom reports for each team or person and use key metrics to accurately track performance. The third-party app integrations allow you to store data however you want – if you have an app you currently love and use, you can integrate it into this system. If there isn’t an app you dearly love, you can create your own custom app to store data. ▶ Read more: CRM Challenges and Our Expert Solutions How Much Does Freshworks cost?Freshsales PackageMonthly price What you’ll getFree $0/userContact and account management Contact lifecycle stages Built-in chat, email, and phone 24/5 support Mobile appGrowth $15/userEverything above, plus:Visual sales pipeline AI-powered predictive contact scoring Sales sequences Product catalog Custom reports and dashboardsPro $39/userEverything above, plus:Multiple sales pipelines Time-based workflows AI-powered deal insights and next best action Chat campaigns WhatsApp BusinessEnterprise $69/userEverything above, plus:Custom modules Auto-profile enrichment AI-based forecasting insights Audit logs FreshdeskPackageMonthly price What you’ll getFree $0/userUnlimited agents Email and social ticketing Ticket dispatch Knowledge base Ticket trend report Data center location Team collaborationGrowth $15/userEverything above, plus:Automation Collision detection Marketplace apps Helpdesk report SLA and business hours Custom email serverCustom ticket viewsTicket fields and statusCustomer fieldsCustom SSLPro $49/userEverything above, plus:Round-robin routing Custom roles Custom reports and dashboards Customer segments Versions in knowledge base Multiple products (up to five) Includes up to 5,000 collaborators Extendable API limitsCSAT Survey and ReportsMultiple SLA and business hoursSLA reminders and escalationMultilingual knowledge baseCustom appsEnterprise $79/userEverything above, plus:Skill-based routing Sandbox Audit log Knowledge base approval workflow Agent shifts IP range restriction Email bot Includes 5,000 bot sessions/month Assist bot Auto-triage Article suggester Robo assist Canned response suggester Multiple products (Unlimited)Social signalsFreshdesk prices are slashed with its omnichannel packages, which are catered towards streamlining your customer support across channels into one platform. PackageMonthly price What you’ll getGrowth Omnichannel $29/userEverything in Freshdesk Growth, plus:Email, social, messaging, and telephony channelsUp to 2,000 minutes/month Chatbot builder Chatbot analytics Messaging topics Contact managementCustom inbox viewsMarketplace apps AutomationsData center locationTicket, conversation, and call reportsOmnichannel dashboardPro Omnichannel $59/userEverything in Freshdesk Pro, plus: Whatsapp Business Apple Business Chat Omnichannel customer timeline Omnichannel knowledge base Roles and permissions Custom reports Co-browsing Multilingual support 3,000 local incoming minutes/month Up to 5,000 collaborators Extendable API limitsCustom apps Holiday routingAdvanced call managementAgent availability reportCSAT survey and reportEnterprise Omnichannel $99/userEverything in Freshdesk Enterprise, plus:Omniroute™ IP range restriction Email bot Voicebot Speech-enabled IVR5,000 local incoming minutes/month Abandoned call metrics Assist bot Auto-triage Robo assist Canned response suggester Article suggester Social signals User authentication (JWT)Service level monitoringThe free plans offered by Freshworks have basic CRM features, but they’re more suitable for small businesses as they provide several necessary functions. For larger businesses, the other options are still fairly affordable compared to other CRM systems. The higher tiers are full of features and functions vital to the running and maintaining of a streamlined, efficient business. Freshworks’ price point is one of its most attractive features, making it accessible for those on a limited budget. Freshworks is scalable, which means you can grow the system as your business grows. But its plans are billed annually, which makes it a little inflexible and means you’ll have to commit upfront. You can test out Freshworks with a 21-day free trial including all features – no payment details are required, so you can try out this platform with ease. Use our free comparison tool to receive tailored quotes from a variety of trusted suppliers Get free quotes Is Freshworks Right For My Business?“I manage a small business”The reasonable prices and free versions of this CRM system make it a great choice for small or new businesses. A lot of the features on Freshsales are catered for businesses with full sales teams as opposed to just a one-man sales operation. If you do have a one-man sales operation, you might find that many of Freshsales’ features are unnecessary for your business. But if you have a sales team, Freshsales is a great option. Some of the more advanced sales tools can take longer to implement, which can be difficult for businesses that have limited time and resources. Freshdesk, on the other hand, has no major limitations for small businesses and provides a flexible, customizable platform to manage customer service. A unique feature is ‘day passes’, which allow you to add extra people with the same access as a normal agent. Day passes are usually valid until the end of one day, or midnight on that day. Day passes are handy for when you’re expecting an increase in traffic or need some temporary expertise, making them useful for businesses with a small core team. “Is this platform secure?”Yes, Freshworks is secure and will keep your data safe. A secure platform is key to providing you with the confidence you need to put a large chunk of sensitive data and information on this CRM system. Freshworks has several features to ensure your data is kept secure.Every Freshdesk account has an SSL certificate enabled which can be up and running within 72 hours of setting up your account. You can also add multiple portals to your account with authenticated SSL certification. You can manage customer and agent logins with IP whitelisting – this is where you can restrict login access outside of work for employees. You can also set up a virtual private network (VPN) so your employees can log in from anywhere in a secure way. What do Freshworks customer reviews say?Have a read to see what real-life Freshworks users have to say about this software:“I've been using Freshsales for over a year now; I like how things are uncluttered, simple to use, yet very detailed. Everything is pretty much customizable (depending on the plan you choose) and you also get a bulk mailer service.“It does not have easy integrations with other tools like Seamless.ai, unlike Salesforce, which is a slight disadvantage. You've got to use Zapier – we tried checking with the Seamless team and they did mention that they do not even have the integration in their dev pipeline.“It's not very comprehensive, and might need to add a few basic features that other CRMs have.“Our sales team uses Freshsales CRM and we use it to manage our leads and schedule meetings. We even have our deal pipeline here so finance and everybody else has access to it and can use it for billing purposes. It's linked to our mailing service, so all the conversations get auto captured.”Anonymous, Freshsales customer“Freshdesk is extremely easy to implement and the ability to customize experience, workflow, automations, users, and more allows us to optimize for our business needs. The onboarding and customer support has been very knowledgeable and friendly. The software offers excellent value for what you pay. Everything we need for our medium-sized company is in the plan we've chosen, and as our needs grow the higher tier plans look like they will grow along with us. We also chose this software because it integrates with the Freshchat solution.There are a few automations and rules that are pre-built into the software that didn't fit into our business workflow, but we easily adjusted them to fit our needs.”Anonymous, Freshdesk customer Expert verdictFreshworks has developed simple and easy-to-use platforms designed to streamline necessary business processes. From contact management to custom sales reports, Freshsales provides great sales tools to increase revenue, productivity and efficiency. Freshdesk is a service platform consisting of collaboration tools, insightful reporting and analytics, efficient ticketing solutions, and much more. Freshworks provides various support channels, however some users have complained that it can be difficult to get any real help as many of their responses are automatic and pre-populated. However, Freshworks does offer tutorials and videos to aid the implementation of the system and troubleshoot problems. There are some limitations with integrations – for example, users can see data from Freshdesk to Freshsales but not the other way around. Freshworks also has limited third-party app integrations when compared to its competitors. Freshworks is best suited for small to medium-sized businesses due to its pricing, essential CRM features and user-friendliness. Freshworks is a great option for those who are new to CRM systems or who want an easily customizable platform to monitor and track sales and provide good customer service. If this review hasn’t convinced you yet, you could try our free quote-matching service. Give us some brief details, such as your team size, what you need a CRM system for, and the system you currently use. We then do all the work for you, and match you up with trusted CRM system providers. They’ll get in touch with you to provide you with tailored, no-obligation quotes for you to compare. Our tool is free and is the easiest and quickest way to compare CRM systems. What Other CRM Systems Could I Consider?Have a look at our other expert CRM system reviews: Zoho CRM Read reviewSalesforce Read reviewSugarCRM Read review Zara Chechi Zara is a law grad with a penchant for wordsmithing. As Expert Market’s CRM and payroll expert, she relishes researching and writing expert content.