"Freshsales offers everything you need to conduct successful sales operations, manage your teams, contacts, and deals, and get a visual view of the pipeline. "
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Pros
  • Offers a rich feature set
  • Platform is easy to use
  • Automation tools help you avoid repetitive tasks
  • Offers a visual sales pipeline
Cons
  • Supports fewer integrations than other CRM apps in its class
  • Some businesses will need to upgrade to store more contacts
  • You’re billed per user; so the investment can add up fast for a large team
Company Background

Created in 2016, Freshsales (Formerly Freshworks) is the second product of the multi-product platform solution Freshworks. Freshsales CRM offers an incredible set of features focused on improving customer interactions and communication, as well as the productivity of sales teams. The software is primarily recommended to medium and large businesses. 

Plans & Pricing

There are three packages offered for Freshsales CRM. These are the Growth, Pro, and Enterprise plans. Freshsales bills monthly and annually for its product and offers a 21-day free trial.

Overall, the pricing structure of Freshsales CRM is competitive, considering the sheer number of features included. Many CRM applications on the market charge more for those features.

Growth
$29/mo
per user
Pro
$69/mo
per user
Enterprise
$125/mo
per user

Growth

The Growth plan is $29/user/mo and includes a 1,000 contacts limit, which is upgradable. This plan also consists of 20 workflows and five sales sequences for nurturing contacts.

Pro

The Pro package is $69/user/mo and includes all growth plan features plus extras. You’ll receive 3,000 contacts, 50 workflow automation, and ten sales sequences.

Enterprise

This package is $125/user/mo and includes everything in the previous plans plus extras. You get 5,000 contacts, 25 sales sequences, and 100 workflow automation.

Features & Functionality
General Features

Freshsales CRM is a unified platform with many sales, marketing, and customer service features. Some interesting features include workflows, sales sequences, SMS, and deduplication, among others.

Workflows enable the automation of simple and complex processes or tasks, so you’re more efficient, including productive. The sales sequences feature helps you manage outreach campaigns with automation. You can engage prospects and existing customers using various touchpoints – email, phone, or text messages.

SMS integration is available for virtually any provider. Use that feature to reach contacts with personalized messages, which can be managed within Freshsales CRM. Plus, it’s 2-way sync, meaning all updates are reflected on the platform and your SMS provider.

The deduplication feature is powered by Freddy, Freshsales official AI (artificial intelligence). It automatically scans, detects, and displays duplicate contacts in the CRM by matching key identifiers (e.g., email, name, and phone number).

You’ll find many more advanced features when using Freshsales CRM. And best of all, it’s cloud-based, so no company-wide software installation is necessary. The platform is simple to use and does everything you’d expect from a CRM in its class, such as capturing leads via web forms or activity tracking. It can be accessed using any web browser and the official Android or iOS mobile app.

Features
  • Workflow Capability
  • Document Management
  • Social Network Integration
  • Integration API's
  • Customization
  • Data Import & Export
  • Test Environments
  • Project Management
Marketing Automation
Contacts and Users

Many marketers and salespeople will tell you that managing leads or contacts is time-consuming. Thankfully, Freshsales CRM has features that simplify the activity, such as automatic deduplication and task reminders.

You can view your list of prospects by selecting ‘Contacts’ located under ‘Contacts and Accounts’ from the dashboard. There’s also a filtering option (looks like a hamburger icon) on the left (near the top), next to ‘Contacts.’ You can use that to filter your list. Also, you can import contacts to your list by CSV or Excel.

If you want to add additional users to your account, visit the ‘Admin Settings’ located on the left navigation menu. But keep in mind that billing is per user per month.

Furthermore, getting started with and navigating sales pipelines (called ‘Journeys’ in Freshsales CRM) is easy. The system features drag-and-drop functionality, so adding, removing, or tweaking steps doesn’t take time.

Features
  • Lead Management
  • Email Marketing
  • Campaign Management
Sales Automation
Features
  • Opportunity & Pipeline Management
  • Desktop Integration
  • Contact Management
  • Product & Price Management
  • Customer Contract Management
  • Call Management
  • Channel Management
Analytics & Reports
Reporting and Integrations

Freshsales CRM reporting and analytics are fantastic. There are many built-in or curated reports available, but you can create or customize one – something that focuses on what your business needs to know most. You can build reports to track almost anything.

When it comes to integrations, Freshsales CRM has an API (application programming interface) for integrating custom or third-party apps. Popular platforms like MailChimp, HubSpot, Zappier, Facebook, QuickBooks, and others can work with Freshsales CRM, expanding its capabilities.

Features
  • Reporting
  • Forecasting
  • Marketing Analytics
Ease of Use

Freshsales CRM is user-friendly – the interface is clean and intuitive, making it easy to find what you need. Most things can be accessed via the super-uncluttered left navigation menu. The platform doesn’t have a steep learning curve. It wouldn’t take much time for someone to get set up and start engaging prospects or customers. However, there’s a quick start guide for helping users set up the CRM, and several hints appear as you browse the platform.

Customer Support

When it comes to customer support, Freshsales works offers several methods for reaching the team. And according to many customers, the company is very responsive to support requests.

Additional customer support:
Community Forum
The company’s support portal also serves as an online community for customers. You can start topic discussions and create support tickets from one place.

Blog
You’ll find many useful articles on the company’s official blog.

24/7 Help & Support
24/7 Help & Support
Sales team and customer support are available 24/5
Phone Support
Phone Support
Available 24/5, main lines available Mon-Fri 9 am - 5 pm
Live Online Chat
Live Online Chat
Live chat is available 24/7 to all users
Email
Email
You can reach the company by email
Video Tutorials
Video Tutorials
Explainer videos in support center and YouTube tutorials
FAQ
FAQ
Freshsales maintains a comprehensive FAQ section
Final Word

If you want an affordable, lightweight CRM with many advanced features, Freshsales may be the right choice. The platform has a decent number of third-party app integrations, and the REST (representational state transfer) API support is great. You can connect Freshsales CRM with many popular apps. The developers of Freshsales CRM have done a fine job making the software easy to use. Even for absolute CRM beginners, there’s no steep learning curve. Navigation is straightforward, and if you ever get stuck, there's plenty of helpful resources to use. The pricing tiers are sensible, and having an AI assistant is a nice bonus. All in all, Freshsales CRM is worth checking out.

Pavel Aramyan
Author: Pavel Aramyan
Pavel is a writer with over 5 years of experience in researching and comparing consumer products from a variety of industries.