Freshsales Reviews: 4.5/5 — Highly Rated

The crm has full features at a reasonable cost (but you get what you pay for)

Less intuitive than I would like. More importantly, I have never seen a poorer customer service experience than this. Tech support.

Basic CRM, so it solves the organization issue. Haven't seen the benefits promised because of the lack of support.

One of the best things about Freshsales is its deals page, this gives us a birds-eye view of the entire sales pipeline for the month. And for salespeople it became easier to prioritize and segregate deals based on their usecase and probability of closure. Another thing we liked was the ability to autoasign / distribute leads to all the sales people available. That saved a lot of development time which we would have wasted. The integration with Freshcall made it possible to track all sales calls , which was essential for us since our entire team is inside sales and conversation over a call needs to have certain quality standards. The integration allowed us to associate each call to a deal/contact based on their phone number. Which made it easier for our quality to check the same.

Report quite simply is stupid, I can download excel sheets and some graphs but most of doesn't give me any insights. There are semantics like account, lead, deal, contact in the CRM. It is rather confusing and rarely serves any purpose Unable to filter Deals in the pipeline view beats the entire purpose of a pipeline view

We have been using Freshsales for sales and lead tracking, especially for our inside sales team. Another thing we wanted was detailed analysis and reporting which Freshsales lacks. From benefits point of view, it was easier to track our sales lifecycle. We have been able to fathom the resources required for our sales volumes and adjust the manpower and shifts accordingly

There seem to have been a lot of improvements to Freshsales recently - it gives a good overview of your sales pipeline and notifies you when actions are required for leads. Logging of interactions is also good.

UI is not user friendly System can be very slow at times Import of data is not accurate even when using recommended structure of data

Managing leads through the sales process - it allowed us to gain a greater insight into how our leads are being managed through the process.

Whole sales funnel is consolidated at one place, from leads to meetings and deals.

There are a lot of bugs and errors in the product.

It is consolidating my whole sales funnel at one place and making it easier to track and make decisions. For me specifically , our sales cycle is around 45-60 days and has a lot of elements invloved. Using different software for different steps creates data quality issues and makes it difficult to map each step.

Product architechure is good. Have lot of functionality.

Have lots of bugs as their most of features are not working properly like workflows, customer journey, auto assignment rules. Also data export will never give you the correct data. They take lots of time to fix any small issue and they will never provide you an ETA regarding that.

Their data management structure is good. We can create lots of custom column as per business needs.

Possibity to integrate with other Freshworks tools

There is nothing special to dislike currently.

Great tool for optimizing lead generetion.

That is an all-in-one platform for sales and marketing. It makes our workflow easy and communication easier. All contacts are in one place and we can easily follow up with the leads coming in for each quarter. It makes marketing teams understand how sales are doing and we can also look at how many client touchpoints are open. I think this platform is set out with a very good goal of solving a big problem of communication between teams.

It is difficult to manage email marketing and customer journeys are complicated. Also when we are a part of the sales marketing team we need more agile platform that helps us create various templates and designs that make emails user-friendly. So when compare to mail chimp the email marketing platform is not user-friendly. The customer journeys are also not that great to look at. I would prefer a better user interface that will make it much more pleasant and easier to work around.

One place for all sales and communications platforms so that we do not spam or overload the client's email. It's easy to differentiate between the roles and duties of each team and pass on information with ease. Our work doesn't overlap when it comes to making progress with positive communication to potential clients. Also, as we could integrate it with our other platforms so it made our complete data mapping seemless.

the UI looks good and neat reports, user level control is good

If you want to use it with manager and execs on the same platform, the execs will be able to see all the emails of managers on team inbox, which is really bad we realised it after using this for 6 months, ever since then we are asking them to resolve the same bit it has been 4 months and they are still not able to solve it.

captures lead data from website form, lets you use territory access and auto lead assignment works well with that.

Love the updated layout it can do almost everything we need at a reasonable price. The FreshCaller features didn't function because we purchased and customized them prior to August 2023. Buyer be aware you might need a future feature upgrade that will not be compatible with your current version of the system.

No power dialer due to using an earlier build of the FreshSales CRM. Can you imagine spending time money and effort to get up and running to discover that you plan to deploy your system can't perform even with the highest tier Enterprise subscription? I've been struggling to get a refund as we were promised it would work. Now crickets when it comes to a fix or a refund.

Covers what all crms do but in what appeared to be an integrated package until a feature didn't function after spending a lot of time money and effort to configure the system. The answers are not justifiable given we purchased the Enterprise edition of FreshSales CRM.

While the CRM offers an extensive range of features, they fall short in terms of quality and usability. The customer support is inadequate, making the implementation process time-consuming and ultimately leaving you with an incomplete solution.

While the support team is quick to send out links to articles, this approach falls short of providing the personalized help needed for successful implementation. It becomes evident that the representatives are not well-trained, as they often resort to generic articles rather than directly addressing the specific issues at hand. The end result is a frustrating and inefficient support experience, exacerbating the challenges of using an already complex CRM system.

We initially adopted Freshsales with the expectation that it would streamline our sales process. The platform offers various functionalities like lead tracking, email integration, and analytics, which in theory should have helped us manage customer relationships more effectively. However, the reality has been quite different: Convoluted Sales Process: Instead of simplifying, Freshsales added layers of complexity to our sales operations. Support Shortcomings: The lack of effective customer support made it challenging to resolve these complications, adding to the inefficiency. Time-Consuming: What was supposed to save time ended up being a time-sink due to the difficulties in implementation and lack of effective guidance.

Not sure yet. It has got some quite good dashboards but have query with the platform security

Freshsales risks sharing confidential data with others as once you sync your contacts everyone can see your email communications and if there is a contact that you need to communicate confidential information regarding a HR issue of another team member for example others in your team can see the communications.

It hasn't yet as i cant use it due to data security issues

Integrated Email and chat software in on

Not user friendly. Support is terrible. So bad they made me search for another product.

It is suppose to help me manage leads and communicate with my customers..

The software does a lot of things nicely. It works well with the other components of Freshworks.

The trainers are rude. I had more than one trainer yell at me or call me profane names. It was interesting that I was given the recordings to most of the trainings, but not the ones where the trainers acted out. I also did not like the limit on how many emails the system could send out in a month. The absolute max was 2,500. I specifically asked about this during the sales process, and I was told that my plan of sending out 10,000+ per month would not be a problem. Oh, but it is. And this wasn't this only false statement made by the sales team to get me to sign up.

I was hoping to use this as my CRM, for marketing automation, and for email campaigns, But with the limitations previously mentioned this was not all possible.

So many features inside of this CRM and I wish I could use it. All you could ever want is to manage communications and records for leads and customers. I'm very impressed with the range of features and tools.

This is what killed it for me and I had to switch to another CRM. Basically, you can't filter your Accounts and Contacts together. You can't filter and view certain contacts based on account info. For example, show me all contacts that are in the "Tech" industry (account level field). So industry would be an account level field and because of that, you can't filter based on account info. I can filter all my accounts and all my contacts but separately. Another example that's not possible: show me all contacts with position = manager (contact field) that are part of accounts with 50 employees or less (account field). This is not possible, the workaround provided was to filter all accounts and then manually pull up each contact. For such a super CRM I'm baffled how this is missing :(

Well, I used it for all CRM-related activity but not anymore.

Their UI is passable at best, but the UX isn't great and what they charge for is a little ridiculous. Like ordering a field requires one of their top tier categories.

They don't downgrade well. We were on the highest tier trial. After the trial we downgraded to free. This broke everything, we couldn't create accounts, leads, customers, etc.... Assumed this was because of the downgrade so after contacting support decided to upgrade to a paid account. Still everything was broken. Contacted support several times and was always told "we'll work on it" finally just gave up and moved to another CRM. They offer NO refunds. So if you pay them and nothing works then tough luck I guess.

None as their site doesn't work if you start on a paid trial. I think it's mildly intentional though as you spend a ton of time getting it setup on the paid trial and then when you downgrade everything breaks. So you either pay to get back on their highest tier or wipe out everything you did and start fresh on a lower tier.

I like that it has outbound high volume cold emailing, with phone and chat built in. Most of the time level 1 support has been ok.

There are so many bugs in this software it's hard to get anything done. From basics like just creating a filter of users to utilizing the API, every step of the way has been a nightmare to get this software setup. 1. Working with contacts in the base UI is difficult. The account and the contact do not share information, so if i want to create a search of all contacts with companies that make xx, i can't do that. With saved searches your not able to save the column arragements and have to recreate it each time. 2. Working with different emails and domains is challenging. So if i want to create a sales sequence and send it from my company email, info@xxx, i have to create a special user for info to do that. You cannot send or set reply-to from different emails or domains easily. This also creates issues with links working in the emails. 3. Getting contacts to enter the sales sequences are difficult and too a number of workarounds to figure out. 4. We continue to have a number of issues working with the confusing API and poor documentation. We are just getting started with the software and we have not even gotten started with importing our primary crm for doing marketing or taking daily communications.

I'm trying to create a cold outbound emailing system tied to my main crm for sales for ABM

The product is nice and simple to use - for a SaaS company with roughly 1,000 customers, it was a simple way to get organized, create some nice automation, and get things organized for our company. Unlike other CRMs, creating a new workflow is simple—the same goes for adding new fields. There was some confusion with the connection between companies and contacts, but overall it was nice. They do limit the number of workflows, and you do need a ton for this to work well.

Honestly, we have had the worst experience with their support team that we've ever had with any company. Every time something would break or not work it was "a bug" they were looking into and there would never be a resolution. We were sold on Freshworks because of the integration with Chargebee...except it literally never works. Most support queries were ignored for a week or more, with the typical answer being "this is a bug that we're working on." There were constant billing issues that they would say they would credit, and then wouldn't until they were pushed to do so. It's a nice product, but we left for Hubspot and...WOW...the price isn't much different but the product is in another galaxy. The support is incredible. Freshworks is nice, but as I said, the horrible support and endless bugs and downtime made it unusable for us. One big thing for larger companies to think about - they cap parent/child accounts and workflows which can cause some serious issues.

Freshworks helped us conceptualize a better way to organize data, although the look and feel of the company page is messy and you are unable to edit the look and feel of it.

The software is ok, not the most robust though.

After trying this software and buying a 6-month subscription I realized it didn't work for our company. I stopped using it and thought I had requested a cancellation. When I saw it billed me 6 months again I immediately the same day contacted customer service and let them know I had not been using the software and the account should have been canceled and requested a refund. THEY REFUSED!

Basic CRM - did not end up using the tool much

Easy workflow and user interface. Easy to get started

The response time from customer support is very slow. Once they promised to give me feedback next Monday but I did not hear back from them.

Freshsales help me manage all leads/customers. This is critical and I am able to track each customer, reply email properly. It saved me a lot of time in dealing with customer emails.

I like the idea that I can package my solution with one vendor. Unfortunately, the packages get pricy if you need customizations. Was not able to build out our solution affordably. Meet staff in Las Vegas during the FreshWorks show and was optimistic about what was possible. After my last attempt to get the system configured to my needs they could not provide the (1) item we needed custom modules, from the super expensive Forest plan. At a reasonable price so we had to give up. Too bad short-sighted sales responses lead to a lost lifetime customer.

1) Failed to meet the customers needs by offering a package with the single item needed out of the next (most expensive upgrade) Given the number of seats needed in the future, this was a no go with the Forest package. 2) Opened so many tickets it felt like musical chairs in support. 3) Had to upgrade endlessly to get the configuration going 4) Support through responsive isn't helpful because they go too fast, I was trying to use a solution partner to get a long-term relationship going with FreshSales but they didn't get that the obstacle was pricing with 1 feature needed from 5) Its an empty box like salesforce but no options for plug-and-play industry customizations to short cut or expedite a start. It is ultimately less expensive to just go with salesforce since there are so many preconfigured solution partner options. We also found that our industry-specific solutions work just as well but we wanted to scale with FreshWorks.

you would consider moving from salesforce but you will pay in the end. bad support has no The biggest benefit is it's fully integrated we love that idea.

There is very little that I like, I suppose it was easy to set up

The biggest issue we have is lack of native integrations. We are constantly having to set up zapier connections to get data into the CRM.

Collecting customer data and tracking sales processes

They try really hard and the product looks interesting at first. But that's about it.

Pressure sales tactics. Once you've signed up, they magically disappear when you need help. Product in unstable and unreliable and the only way to get support is to told them you will close the account. Then, suddenly, you get really fast and nice (but useless) support.

It's a CRM. We hoped it would help us to make our sale process more efficient, but automation is unreliable as for now and you have to enter the same information about the same customers many times for whatever reason. Many scheduled emails are just not sent, they know it's a problem but can't/won't help us. Not recommended.

Price & features is good compared to other CRM's and the functionality is also really quite good.

It's quite buggy and poorly designed and the support doesn't really understand how the system works. It's not up to modern quality assurance standards for a SaaS

CRM for sales

Its cheap and it has phone integration and some basic features like the sales funnel.

It is not a "usable" CRM solution as it lacks very basic functions. Just to give some examples: - you are not able to re-send a bounced email to a group - you are not able to filter different groups like persons who clicked on a campaign and send an email to them - they do not have any autoresponder - there is no campaign management planed in (for example send email 1 and then 2) - the lead score cannot be really customized (and they tell you crazy lies about the reasons) - the do not have any export function, all your data is locked forever in freshsales and you cannot export it - for the time being the SMTP mail function is not working NOTE: Feshsales can absolutly not be compared with FreshDESK (from same company) as FreshDESK is a good and very thought through software. Freshsales is in a kind of Beta testing status and they have not thought about usability. I have wasted a lot of time and money with and can not recommend it to anybody. If you try to use it you will find out that it is a waste of time and you should better use a different system.

Good phone quality, currently used for phone calls till contract ends.