Freshsales Review 2022: Learn Whether It’s Right for You

Read our comprehensive Freshsales review based on user feedback and our experiences, then decide if it’s the correct CRM for your sales strategy.

Freshsales is renowned for its AI-powered sales tools and high-level customization at costs much lower than comparable CRMs. It also features a robust built-in telephony service plus tight integration with major chat clients like WhatsApp. On the other hand, if you’re seeking in-depth reporting, broader app integrations, and superb user support, then you may want to consider an alternative. Our in-depth Freshsales review will help you decide if it’s the right sales tool for you.

Freshsales at a Glance

Freshsales is a sales-focused CRM that features AI-powered automation and insights at a lower cost than most similar CRM software. It also boasts a flexible, customizable interface, although app integrations are quite limited.

Price Range: Free to $69 per user, per month (21-day free trial)

Overall Rating star-fullstar-fullstar-fullstar-fullstar-full Cost star-fullstar-fullstar-fullstar-fullstar-full Core Features star-fullstar-fullstar-fullstar-full Ease of Use star-fullstar-fullstar-fullstar-fullstar-full Customization star-fullstar-fullstar-fullstar-full Integrations star-fullstar-fullstar-fullstar-fullstar-full Customer Support star-fullstar-fullstar-full star-full

Pros:

  • Free version hosts unlimited seats
  • Freddy AI is available in all paid tiers
  • UI is easy to use and customize
  • Built-in phone, email, and messaging

Cons:

  • Free CRM lacks AI and reporting
  • Fewer integrations than competitors
  • Reporting could be more flexible
  • Inconsistent customer support

Beyond star ratings and the general pros and cons, it’s also important to know about the specific scenarios where Freshsales shines — and instances where it may fall short:

When to Use Freshsales

Tens of thousands of companies around the world count on Freshsales. It's best known for its powerful Freddy AI sales assistant, but Freshsales also stands out for being highly customizable and among the more affordable CRMs on the market today — qualities that make it an ideal choice for startups and burgeoning businesses with modest budgets. Meanwhile, call centers and multinationals will benefit from built-in telephony and multilanguage support, respectively.

Below is a more detailed explanation of Freshsales’ best primary use cases:

  • You Want Access to an AI-Powered Assistant: From chat-based lead nurturing to revenue forecasting, Freshsales’ Freddy AI can automate a significant portion of the sales process — leaving reps with more time to build relationships and close deals.
  • You’re a Startup Needing an Inexpensive, Scalable CRM: Freshsales is an excellent choice for startups seeking a reasonably-priced CRM that’ll scale with their business. It strikes the right balance of affordability with a rich set of lead-focused sales tools.
  • You’re Looking for a Highly-Customizable Platform: For niche businesses seeking a cost-effective alternative to an industry-specific CRM, Freshsales provides plenty of flexibility in customizing fields, modules, roles, and much more.
  • You’re a Multinational Company: Businesses with reps and clients in other countries will be able to tailor Freshsales for global transactions in multiple languages and currencies. Its mobile CRM also supports over 10 languages.
  • You’re a Call Center Manager Seeking a CRM: Freshsales’ built-in telephony makes it a great option for call centers that want to analyze phone conversations, queue calls, and efficiently route customers to the appropriate representatives.
Show More >>

If this CRM is ticking the right boxes for your needs, head over to Freshsales to compare individual plans. Opt for its free-for-life platform if you need basic contact and deal management, or test drive the full functionality of any of its paid tiers with a 21-day free trial.

When Not to Use Freshsales

Freshsales does a lot of things right, but there are several instances where it’s lacking. Its free CRM has neither a report builder nor basic Freddy AI functionality — which doesn’t make it a suitable long-term solution for cost-conscious businesses. Also, as flexible as the Freshsales platform is, its premium custom report builder may be too rigid for data-driven companies. It doesn’t integrate with nearly as many apps as other top CRMs, either.  

Keep reading to find out when you may need to consider an alternative to Freshsales:

  • You Must Use a Free CRM Indefinitely: Freshsales’ free CRM lacks a reporting module — a glaring omission. It’s not a viable long-term solution for businesses that have to rely on a no-cost CRM until they’re able to afford a premium plan. 
  • Your Team Relies on a Vast Suite of Third-Party Sales Tools: Compared to other industry-leading CRMs, Freshsales does not have as many native app integrations. This will hinder teams that want to integrate a bulk of their sales tools with the CRM.
  • You Require Complex CRM Reporting: Freshsales offers a custom CRM report builder with every paid plan, but there are other platforms that lend more flexibility and depth in this area. 
  • You Need a CRM With Marketing Features: On its own, Freshsales is strictly a sales-focused CRM with minimal native marketing functionality. Moreover, it doesn’t integrate with any major social media networks (except Facebook). 
  • You’re Seeking Attentive Support: Freshsales provides 24-hour support five days a week with both its free and paid plans. However, some user reviews claim the quality of support is inconsistent, a detriment for companies without an in-house tech department.
Show More >>

If you decide Freshsales isn’t the best fit for your business based on the points above, look for an alternative. Our list of the best CRM software spans a variety of price points, functionalities, and use cases so you’re bound to find something that’ll suit your needs. You can also jump below to see a list of the best alternatives to Freshsales, specifically.

Freshsales Pricing

Freshsales has a free-for-life CRM with unlimited seats. Although this will enable companies to scale, Freshsales’ free CRM primarily focuses on contact and account management. Thus, businesses looking for AI-powered elements (like contact scoring and forecasting), automated workflows, and custom reporting will have to upgrade to one of Freshsales’ three paid tiers — which also have no user limits. The table below breaks down Freshsales’ pricing structure:

FreeGrowthProEnterprise
Annual Plan Monthly Rate$0 for unlimited users$15 per user, per month$39 per user, per month$69 per user, per month
Monthly Plan Monthly RateN/A$18 per user, per month$47 per user, per month$83 per user, per month
Free TrialN/A21 days21 days21 days
Key FeaturesCustom lifecycles, deal and contact management, built-in phoneActivity dashboard, workflow automation, AI contact scoringMultiple pipelines, time-based workflows, AI insightsAuto profile enhancement,  account manager, AI forecasting
Workflow RulesN/AUp to 20 rulesUp to 50 rulesUp to 100 rules
Multiple PipelinesN/AN/AUp to 10 pipelinesUp to 10 pipelines

Meanwhile, Freshsales offers a small selection of add-ons that’ll increase existing feature limits or add new functionality altogether. These vary in price from $5 to $25 per month and are only available to purchase with a paid Freshsales subscription. Below is a brief rundown of what each Freshsales add-on provides plus how much it costs.

Popular Freshsales Add-Ons

Configure, Price, Quote (CPQ)

Additional Workflows

Phone Credits

For $19 per user, per month, teams will be able to generate branded quotes, invoices, contracts, and onboarding documents — all of which can be synced with deals in the pipeline.

Freshsales CPQ

Freshsales CPQ

Extra workflow sequences are available to purchase in multiples of 10 for $60 per month. Admins are able to add up to 100 additional workflows.

Freshsales workflow automation

Freshsales workflow automation

Phone credits can be used to buy phone numbers, as well as make and receive calls in the CRM. These credits are available in either $5, $10, or $25 increments.

Freshales cloud telephony

Freshales cloud telephony

For businesses seeking an all-in-one solution for sales, marketing, and customer service, there’s the Freshsales Suite. Starting at $15 per user, per month, this software bundle includes 1,000 marketing contacts, a drag-and-drop journey builder, and WhatsApp Business integration. There’s also a free version of Freshsales Suite, which comes with 100 marketing contacts.

Companies that prefer to create their own bespoke sales, marketing, support, and admin platform can subscribe to and integrate with other products from the Freshworks ecosystem. For example, there’s Freshteam for HR-related matters and the help desk–centric Freshdesk.

Freshsales Features

Freshsales is a sales-forward CRM imbued with artificial intelligence to help generate and nurture leads, accelerate the sales process, and guide teams toward actionable decisions. Below is a closer look at Freshsales’ most notable core CRM features:

Freddy AI

Freshsales - Freddy AI

Freddy AI is the crown jewel of Freshsales’ feature set. It’s present in all paid Freshsales plans, with each tier increasing the number of AI-powered tools. Freddy AI uses CRM data to forecast revenue, recommend sales activity, and interact with prospects. It can also score leads, remove duplicate contact data, and schedule follow-ups at the most appropriate times.

Contact Management

Freshsales - Contact Management

Freshsales offers a 360-degree contact overview, which includes an activity timeline that details every touchpoint between a company and a client or prospect. More advanced contact management features utilize Freddy AI for things like contact scoring, duplicate data deletion, and automatic profile enrichment using information from social media handles.

Freshsales’ AI-powered approach to contact management has landed it a spot among the best contact management software.

Lead Management

Freshsales - Lead Management

Freshsales uses the power of AI to manage leads. Admins can configure a Freddy AI chatbot to qualify leads by gauging interest and answering questions. Managers can set up automatic assignment rules to ensure leads are always sent to the appropriate agents; reps can know which steps to take with leads next courtesy of predictive scoring and forecasting.

Freshsales tops our list of the best lead management software for salespeople thanks to its AI-powered tools, minimal learning curve, and high level of customization.

Pipeline Management

Freshsales - Pipeline Management

Standard with every paid Freshsales plan is a customizable visual pipeline that can be organized as a kanban, funnel, or timeline. Pro and Enterprise subscribers can create up to 10 pipelines; Growth plan holders only have access to one. Freddy AI can guide teams through complex processes by enriching records, forecasting revenue, and identifying dead deals.

See how Freshsales stacks up against other top CRMs in our ranking of the best sales pipeline software, which features selections spanning a variety of price points and use cases.

Reporting & Dashboards

Freshsales - Reporting & Dashboards

All paid Freshsales plans include premade and custom report builders. Basic templates show sales goals, pipeline activity, and other KPIs. Default reports can be altered with more granular metrics plus a selection of charts, graphs, and images. Users can create dashboards with up to six reports apiece or modify the two included dashboards: sales activity and lead generation.

Find out which CRM metrics are worth tracking, then refer to our guides to CRM reporting and CRM dashboards to learn how to build actionable ways to access and share key data.

Workflow Automation

Freshsales - Workflow Automation

Freshsales has a point-and-click interface to generate automated workflows. Tasks can be created for data entry, sending emails, setting appointment reminders, and other sales-centric actions. The Growth plan comes with 20 workflows while the Enterprise plan includes 100. Up to 100 extra workflows can be added to any Freshsales paid plan for a monthly fee.

Explore the ways sales automation can help your business thrive — whether with Freshsales or another CRM — in our guide to CRM automation.

Built-In Phone

Freshsales - Built-In Phone

All Freshsales’ plans have a built-in cloud telephony service. Companies can purchase local and toll-free numbers from over 90 countries and make calls within the CRM. Basic telephony functions entail caller ID, call masking, and standard reports. Advanced features include porting phone numbers from external carriers, call recording opt-outs, and team conference calls.

Chat & Messaging

Freshsales - Chat & Messaging

Each Freshsales plan includes access to a basic chat widget that can interact with leads on a company’s website. Premium paid chat features use Freddy AI to deliver more authentic conversations and automatically route leads based on agent availability and workload. Freshsales also links with SMS, Facebook Messenger, WhatsApp, and Apple Business Chat.

App Integrations

Freshsales - App Integrations

While Freshsales may not boast a large volume of integrations, the apps it does offer are among the most widely-used sales tools — for instance, Facebook, Mailchimp, Google Workspace, Office 365, and even HubSpot CRM. Users can activate Zapier as a third-party connector for non-native apps or create custom shareable apps.

CRM integration is one of the easiest and most effective ways to enhance a CRM; check out our guide to learn which integrations to add and the ways to install them.

Mobile CRM

Freshsales - Mobile CRM

Freshsales offers a free iOS and Android app. It allows users to search for existing records and create new data offline — a major benefit for field reps who struggle with finding stable Wi-Fi. Freshsales Mobile also takes advantage of the parent platform’s rich telephony functionality with call logging plus a virtual number so reps can discreetly make calls from their personal phone.

We believe Freshsales is one of the best mobile CRMs for salespeople on the go; see how it fares against other sales apps.

Freshsales’ free platform is a decent jump-off point for solopreneurs and small businesses that need basic contact and pipeline management. However, upgrading to any of its paid tiers will open access to more robust functionality — largely thanks to Freddy AI.

Freshsales Ease of Use

Ease of use is among the primary reasons why sales teams choose Freshsales. Setup and implementation are hardly an ordeal — although mileage may vary in this area depending on how much a company intends to personalize the platform. However, Freshsales makes the process of customization, inbox syncing, and data migration fairly simple thanks to self-paced step-by-step walkthroughs that users can follow if they need some additional guidance.

Since it can be rather meaty in terms of features, Freshsales has the potential to overwhelm sales reps who aren’t used to CRMs. However, the Freshsales UI is quite easy to follow; everything is clearly labeled and indicated by corresponding icons. Combined with guided walkthroughs and the option to speak with a Freshsales expert for a full product overview (for free), Freshsales keenly balances efficacy with accessibility.

Freshsales pipeline

Freshsales Customer Service

All Freshsales customers — whether they pay for a subscription or use its free-forever platform — are able to access all-hours support via email, phone, and live chat Monday through Friday. A lack of weekend support aside, this is quite appealing on paper since businesses will have a choice of channels they can reach out to on standard business days should things go awry.

But there is a caveat — the most common complaint we’ve seen from everyday users of the platform is about the inconsistency of Freshsales support. Several reviews claim that there’s no guarantee that the person on the other line will provide timely and/or efficient service. Of course, your mileage may vary here.

For individuals who are confident enough to tackle technical issues on their own, there’s a modest self-service knowledge base featuring how-to articles on navigating and setting up Freshsales’ key features (e.g., chat, phone, lead management). Freshworks Academy provides free courses to those who want to better acquaint themselves with Freshsales or other Freshworks products.

Freshsales knowledge base

What People Think of Freshsales

Browsing software review sites shows that Freshsales has a positive reputation overall among the businesses that rely on it every day. Below, we break down Freshsales’ ratings among the top three software review aggregates:

Capterra LogoSoftware Advice LogoG2 logo
4.6 / 5 stars4.6 / 5 stars4.6 / 5 stars
480+ total reviews480+ total reviews930+ total reviews

Freshsales has a 4.6 star rating out of five from a combined 1,800+ reviews across Capterra, Software Advice, and G2. However, it helps to go beyond the stars and examine the exact reasons why users score Freshsales so well — and alternatively, why some people are more critical in their assessment of this otherwise well-regarded CRM. Below are the common themes that shape Freshsales’ positive and negative feedback.

What People Like About Freshsales

According to its biggest fans, accessibility is a key component of Freshsales’ success — from relatively seamless implementation to a minimal learning curve. Several mid-sized business owners also note that Freshsales gives them the advanced features they want at a much lower cost than Salesforce or HubSpot. Customization is another highlight, as users appreciate how flexible the platform is for tailoring to their specific sales needs.

What People Wish Freshsales Did Better

Customer support appears to be Freshsales’ weakest link. Several reviewers cite slow response times, billing mistakes, and an inability for staff to diagnose and remedy software issues as some of the problems they’ve faced with Freshsales support. Criticisms directed toward the CRM itself note the lack of native integrations compared to other CRMs and frequent bugs — the latter often further exacerbated by the aforementioned lack of quality tech support.

Alternatives to Freshsales

Freshsales provides a tremendous value to thousands of companies across the globe — but that doesn’t automatically make it the ideal sales solution for every organization. Whether your business needs a feature-packed free CRM, a mix of marketing and sales functions, or advanced reporting and analytics, there are more suitable options out there. Here are five CRMs we believe are the best alternatives to Freshsales.

HubSpot CRM

Pipedrive

Zoho CRM

Salesforce Essentials

Insightly

Most free-for-life CRMs are barebones and untenable for the long-term — but not HubSpot CRM. Like Freshsales, HubSpot’s free CRM supports unlimited users; however, HubSpot CRM also includes basic reporting, over a thousand integrations, and even marketing tools for a more multifaceted CRM. Premium upgrades tend to be on the pricier side (plans start at $45 per month for two users), but they add automation, forecasting, and custom reporting.

Learn more about the ins-and-outs of this industry-leading CRM in our comprehensive HubSpot CRM review.

Freshsales Alternative - HubSpot CRM

Pipedrive is for sales teams that want a straightforward and affordable platform. Freshsales ticks those boxes, as well, but Pipedrive has a simpler visual interface that’ll help CRM newbies feel at ease. Plus, most Pipedrive plans cost slightly less than Freshsales, with prices starting as low as $14.90 per user, per month. Also standard with every Pipedrive plan is 24/7 live chat support along with access to an active user community forum.

We cover more about this CRM's pricing, features, and use cases in our Pipedrive review.

Freshsales Alternative - Pipedrive

Zoho CRM and Freshsales share a few similarities. Both platforms are relatively inexpensive (Zoho CRM ranges between $14 and $52 per user, per month) and include a lot of customizable elements. However, whereas Freshsales stands out for its built-in cloud telephony, Zoho CRM is renowned for its tight integration with major social media platforms, making it an excellent choice for sales teams that use Facebook and other social networks for marketing and leads.

Freshsales Alternative - Zoho CRM

Salesforce Essentials is geared toward small-to-medium businesses that aren’t ready to tackle the main Salesforce platform. It’s priced between Freshsales’ Growth and Pro plans at $25 per user, per month with a 10-seat max. However, Salesforce Essentials boasts more flexible reporting and task automation options than either Freshsales Growth or Pro. Not to mention, Salesforce Essentials maintains a number of advanced features found in its parent software.

Read our in-depth Salesforce review to discover the ways Salesforce Essentials — and Salesforce Sales Cloud at large — can benefit growing sales teams.

Freshsales Alternative - Salesforce Essentials

Insightly is another sales-centric CRM but with a focus on project management — allowing busy sales reps to convert won opportunities into projects straight from the pipeline. It may have a steeper learning curve than Freshsales due to the depth of its features, automation, and reporting, but Insightly is also accessible enough for CRM newbies. Paid subscriptions start at $29 per user, per month; a barebones free edition also exists with support for two users.

Freshsales Alternative - Insightly

Are neither of these Freshsales alternatives ticking the right boxes for you? Take a look at our full list of the best CRM software for a broader range of options based on price and use cases.

Bottom Line: Freshsales Review

Freshsales is an excellent way for growing businesses to harness the power of artificial intelligence as a means to streamline the sales process, nurture leads, and keep team members on the same page without totally bleeding their CRM budget dry. Reading a comprehensive review such as this one and heeding feedback from regular Freshsales users are beneficial supplements to trying a demo or trial of the software hands-on before making a final decision.

Selling Signals
Actionable advice for sales professionals
Address
355 Lexington Ave,
18th Floor,
New York, NY, 10017
COPYRIGHT SELLING SIGNALS, LLC – 2022