Freshworks CRM: 2023 Review & Pricing

freshworks logo
Zara Chechi

If you're looking for a CRM that provides streamlined solutions for sales and customer service teams but doesn't break the bank, Freshworks can fit this bill. It packs high customisation and solid value for money, scoring a high 4.5/5 overall in our independent research.

Freshworks’ price point is one of its most attractive features, making it accessible for those on a limited budget. It's also 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. 

Still unsure if it's the right provider for you? No problem: just try our free quote-matching service. It'll get us to do the heavy lifting for you, quickly matching 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.

However, if you're keen on knowing more about Freshworks, just head to our review below. We'll cover its features, pricing tiers, and much more – all so you can make an informed decision for your business.

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Freshworks

4.5
Best for

Low-cost software

Price Range

$0-134/user/month

Key Features
  • Minimal onboarding
  • Workflow automation
  • Contact and account management
  • Email and social ticketing
Free Plan

All prices in this article are in Canadian dollars and correct as of January 2023.

How Much Does Freshworks Cost?

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.

They also have different pricing tiers. To know how much each of these services cost, just check the tables below:

Freshsales Pricing

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Freshsales Free

Freshsales Growth

Freshsales Pro

Freshsales Enterprise

Price

$0/user/month

Price

$21/user/month (annually)

$15/user/month (monthly)

Price

$53/user/month (annually)

$64/user/month (monthly)

Price

$93/user/month (annually)

$112/user/month (monthly)

Key Features
  • Contact and account management
  • Contact lifecycle stages
  • Built-in chat, email, and phone
  •  24/5 support
  •  Mobile app
Key Features

Everything on Free, plus:

  • Visual sales pipeline
  • AI-powered predictive contact scoring
  • Sales sequences
  • Custom reports and dashboards
Key Features

Everything on Growth, plus:

  • Multiple sales pipelines
  • Time-based workflows
  • AI-powered deal insights and next best action
  • WhatsApp Business
Key Features

Everything on Pro, plus:

  • Custom modules
  • Auto-profile enrichment
  • AI-based forecasting insights
  • Audit log

Freshdesk Pricing

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Freshdesk Free

Freshdesk Growth

Freshdesk Pro

Freshdesk Enterprise

Price

$0/user/month

Price

$21/user/month (annually)

$15/user/month (monthly)

Price

$67/user/month (annually)

$80/user/month (monthly)

Price

$107/user/month (annually)

$128/user/month (monthly)

Key Features
  • Email and social ticketing
  • Ticket dispatch
  • Knowledge base
  • Ticket trend report
  • Data center location
  • Team collaboration
Key Features

Everything on Free, plus:

  • Automation
  • Collision detection
  • Marketplace apps
  • Helpdesk report
  • SLA and business hours
  • Custom email server
Key Features

Everything on Growth, plus:

  • Round-robin routing
  • Custom reports and dashboards
  • Customer segments
  • Versions in knowledge base
  • Up to 5 products
Key Features

Everything on Pro, plus:

  • Skill-based routing
  • Audit log
  • Knowledge base approval workflow
  • Agent shifts
  • IP range restriction
  • 5,000 bot sessions/month

Freshdesk Omnichannel Suite Pricing

Freshdesk prices are slashed with its omnichannel packages, which are catered towards streamlining your customer support across channels into one platform.

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Omnichannel Growth

Omnichannel Pro

Omnichannel Enterprise

Price

$40/user/month (annually)

$48/user/month (monthly)

Price

$80/user/month (annually)

$96/user/month (monthly)

Price

$134/user/month (annually)

$161/user/month (monthly)

Key Features

Everything in Freshdesk Growth, plus:

  • Email, social, messaging, and phone channels
  • 2,000 min/month
  • Chatbot builder
  • Chatbot analytics
  • Messaging topics
Key Features

Everything in Freshdesk Pro, plus:

  • Whatsapp Business
  • Apple Business Chat
  • Omnichannel customer timeline
  • Omnichannel knowledge base
Key Features

Everything in Freshdesk Enterprise, plus:

  • Omniroute™
  • IP range restriction
  • Speech-enabled IVR
  • 5K local incoming minutes/month
  • Abandoned call metrics

Does Freshworks Have a Free Plan?

Freshworks offers free plans for both its Freshsales and Freshdesk variations (as shown in the tables above). They come with basic CRM features and are 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. These are full of features and functions vital to the running and maintaining of a streamlined, efficient business.

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. 

Freshworks' Pros and Cons

Pros

  • On-the-go mobile app
  • Customizable platforms

Cons

  • Support could be better
  • Limited integrations

✔️ On-the-go mobile app

Freshsales’ 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. 

That's a pretty impressive list, plus 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 platforms

Every 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. 

❌ Support could be better

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. 

❌ Limited integrations

For all its prowess, Freshworks is limited when it comes to 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’ Key Features Explained

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. 

What Kind Of Business Is Freshworks Best For?

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. 

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. 

Furthermore, Freshworks has a unique ‘day pass’ feature, 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. 

Use our free comparison tool to receive tailored quotes from a variety of trusted suppliers

Does Freshworks Have Good Customer Reviews?

Freshworks customer reviews are somewhat mixed. It fares very well in online aggregators Capterra and G2, scoring 4.5/5 on both. However, on Trustpilot, it scores only an average 2.7/5.

Its features and customization have been particularly praised.

Customer review

I've been working with Freshsales (and also a couple of other services belonging to the Fresh suite) for a quite now, and I can say that in my opinion is even better than other famous CRM services, which are probably famous just for the name! Highly customizable, fully integrated with webhooks and it is also possible to create automatization to scheduling for example the sending of emails, if some criteria are satisfied, creating your own logic/rules. There is also a Rest API that allow you to get your data and do whatever you need to do. But in my experience, all the default features are enough.

Federica Ferrarini, Freshworks user
- Source: Trustpilot

On the other hand, Freshworks' customer service shortcomings have come under fire.

Customer review

I wish I'd read the reviews before buying – for a company that says they help others interact with customers etc they have the worst customer service I have ever experienced. They ask for the same information over and over again, they ignore refund requests and just generally don't fix any issues.

Melissa Grove, Freshworks user
- Source: Trustpilot

It's also worth noting that, despite having claimed its profile on Trustpilot and actively ask its customers for feedback, Freshworks hasn't replied to any reviews – which reinforces the idea that its customer service could be improved.

Verdict

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. It's best suited for small to medium-sized businesses due to its pricing, essential CRM features and user-friendliness – all of which led to its impresive 4.5/5 overall score in our independent research.

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. Also, we also found Freshworks' integrations to be lacking when compared to its competitors.

All that being said, the best way you can find the right CRM system for you – and the one that offers the best deal – is through our free quote-matching service. With a few clicks, we'll be able to match you with our trusted providers. They'll then get back to you with custom quotes for you to compare.

Written by:
Zara Chechi
Zara Chechi Business Services Expert

Zara is a Payments Expert, specialising in writing about Point of Sale systems. With a Law Degree from City University of London, she has used her legally-honed research and analytical skills to develop expertise in the Business Services world. Featured in FinTech Magazine, she quickly became an expert in payroll, POS systems, and merchant accounts.