FreshWorks CRM Review
With a comprehensive dashboard that combines all the important information and metrics, FreshWorks CRM, formerly FreshSales, is a good, modern CRM. It's has three pricing tiers to choose from, so you can choose the one that works best for your business. The pricing is reasonable, ranging from $29 per user per month to $149. Based on Freshworks' pricing and support plans, as well as its versatility as a CRM solution, it's a good CRM for small business.
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Freshworks provides a 21-day free trial to its customers. Some companies we reviewed offer 14-day trials, while others offer no trial at all. There are three plans to choose from with Freshworks: Growth, Pro and Enterprise. Freshworks provides a good variety in plans and features for its customers.
- The Growth plan is $29 per user per month if billed annually. For month-to-month service, you'll have to pay $35 per user per month. This plan comes with 1,000 active contacts, 20 workflows, 5 active marketing journeys and 5 sales sequences
The Pro plan is $69 per user per month if billed annually and $85 per month if you decide to pay month to month. It includes 3,000 active contacts, 50 workflows, 20 active marketing journeys and 10 sales sequences
- The Enterprise plan is $125 per user per month if billed annually. For month-to-month service, you pay $149 per user. This plan has 5,000 active contacts, 100 workflows, 100 active marketing journeys and 25 sales sequences.
Here is a full breakdown of each plan.
Freshworks has several features that are ideal for SMBs. All four plans include contact and pipeline management, several intelligent workflows, basic reporting features, Gmail add-ons, and multiple sales campaigns per user. Here are some other standout features Freshworks offers:
- Click-to-call and SMS integration: Freshworks provides both these features to all of its tier options. These features are usually reserved for higher-tier plans among competitors. Some only provide third-party click-to-call support, while others don't provide any SMS integrations. Including these features in all of its plans shows Freshworks commitment to giving all its customers the tools they need.
- Other integrations: Freshworks integrates with a host of small business tools, including Freshcaller, Mailchimp, Office 365 Calendar, HubSpot, Zapier, QuickBooks, Xero, Facebook and Trello. You can view a full list of integrations here.
- Customer service: We had good interactions with the Freshworks customer service team. They gave us a live demo and answered all our questions. While we had to follow up a few times to get on the phone for a demo, the company provided us with the info we needed.
According to the plan breakdown, Freshworks' report dashboard is not available until the Estate plan, the second most expensive plan. It's not clear if users who have other subscriptions are able to view pertinent dashboards, but the reporting dashboard is an important aspect of CRM software. Withholding this feature until the Estate plan means many small businesses will miss out on this functionality.
Another minor limitation comes during the customer service process. We struggled to get a customer service representative on the phone, despite calling in the middle of the afternoon. While this shouldn't be a deal-breaker for any company, it's something you may encounter if you pursue Freshworks' services.
Mona Bushnell contributed to the researching, reporting and writing of this article.