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FreshWorks Email Marketing Review

Sean Peek
Sean Peek

For many business owners, having their CRM and marketing tools all within one platform is a huge advantage. In these situations, you want a solution that not only makes it easy to keep track of customers and target them with engaging email marketing messages. That's where Freshworks' Freshsales Suite shines, as it offers a robust email marketing function that integrates seamlessly with its customer relationship management (CRM) platform. This integration provides small and midsize businesses a comprehensive overview of their active leads and current customers. With Freshsales Suite, you can communicate directly with your prospects, segment emails lists, track specific email metrics, and generate reports to help you improve your sales funnel.

FreshWorks Email Marketing

FreshWorks Email Marketing

The Verdict

Freshworks' Freshsales Suite is our best pick for marketing integrations. Its marketing function integrates seamlessly with its CRM, easing and streamlining communication with customers and leads.

Freshsales Suite Editor's Score: 9.2/10

Pricing/value 8.8/10
Features 9.5/10

Customizations, add-ons and integrations

9.4/10
Ease of use 8.8/10
Customer support 9.410

Why We Chose Freshsales Suite as Best for Marketing Integrations

Freshsales Suite is our best pick for marketing integrations because it is a robust platform that can serve all of your email marketing and CRM needs. While some services offer one or the other, integrating the two so closely gives Freshworks a leg up on some providers. You can learn more about its CRM capabilities in our full review of Freshworks CRM. Additionally, Freshsales Suite allows companies to send promotional emails based on how their audience responds to certain products, schedule newsletters, dispatch event invites, communicate updates and more. This can be a huge advantage for businesses that are trying to strengthen their sales leads.

In addition, the software is simple and easy to use, which means you and your team don't need to be tech savvy to reap the benefits of this solution.

FYIFYI: Freshsales Suite's email campaign platform helps startups and small businesses sort through their customer base and send personalized messages to build strong customer relationships.

What We Like About Freshsales Suite

  • Freshsales Suite has comprehensive features that allow for personalized emails and campaigns.
  • It's easy to use and navigate.
  • There are many customization, add-on and integration options.

What We Don't Like About Freshsales Suite

  • The CRM's features are not built for quick scalability.
  • There is a semi-steep learning curve, specifically when you're troubleshooting small issues.
  • The company has limited customer support.

Ease of Use

When using Freshsales Suite, we found it has a simple, clean interface that makes it very user-friendly. Unlike with email marketing platforms of the past, users don't have to be tech savvy to learn the basics of email marketing quickly and become accustomed to the interface. This ease of use, along with the AI-powered insights, allows business owners to make data-driven decisions that positively impact their email marketing efforts. Not all email marketing software offers the ability to tap into AI insights.

However, we do not recommend using the software on a mobile device, as the user experience is smoother on a desktop.

In addition to its email tools, Freshsales Suite offers multiple methods to interact with customers. These tools allow you to incorporate your sales and marketing practices into the platform to meet your customers' needs. The software has multiple integrations that allow you to keep your existing software solutions, and even increase their effectiveness when combining them with Freshsales Suite's email campaign function. Current users have stated that the platform has solved their problems with bulk email campaigns and pipeline management, along with other issues.

As the name suggests, Freshsales Suite's email campaign functionality is part of a larger CRM, which is where all the API integrations take place. These integrations include popular tools such as Trello, Zapier, Shopify, Outlook, Gmail and Asana. As with any API integration, you may come across minor bugs, depending on the specific integration and CRM customization settings.

Many current users of Freshsales Suite largely recommend the platform and state it has helped them increase sales, drive conversions, and improve pipeline and customer management.

Freshsales Suite can connect with many popular tools and applications to help you create holistic and automated marketing campaigns.

Features

Promotional Emails

Freshsales Suite allows you to create product demonstrations and send emails to potential customers based on how that customer interacted with the product. We found this to be a valuable feature, as it helps businesses customize and personalize their messaging, which builds a unique relationship with the prospective purchaser.

Freshworks' Freshsales Suite allows businesses to create action-based, personalized customer journeys to engage customers.

Newsletters

Freshsales Suite's email campaign capabilities allow you to compile email lists of interested customers and schedule newsletters for specific audiences. These newsletters are ideal if you want to educate customers on new products and services, send updates on existing products and services, or share other exciting news.

Event Invites

Like other email marketing platforms, Freshsales Suite can segment lists, which enables you to easily define the parameters of your audience. Based on these parameters, you can promote specific events to a target customer base you know will be interested. Additionally, you can send event e-blasts to boost registration numbers or motivate customers to participate.

Communications on Product Updates

We like that with Freshsales Suite, you can quickly and easily communicate product updates to your customers. This process can be automated in conjunction with Freshworks CRM Marketing Cloud.

Announcement Emails

Personalization is more important than ever, and Freshsales Suite gives you the ability to engage customers with personalized announcement emails with segmented email lists. Because the email capabilities are tied to a full-featured CRM, your business has multiple points of data to craft individualized messages at scale. Not all email marketing software can offer this functionality, since not all are so closely connected to a CRM solution.

Internal Updates

Keeping your internal stakeholders up to date is often as important as communicating with customers. You can keep your key internal players informed at the right time and place with Freshsales Suite segmentation and email-scheduling features.

Pricing

Freshworks' Freshsales Suite offers a free starter version, and its paid versions offer many features to help small businesses and startups manage customer relationships.

Freshworks Freshsales Suite offers a free starter version, which includes contact and account management, contact lifecycle stages, and built-in chat, email, and phone communication for up to 100 marketing contacts. This is great for smaller businesses that are just starting out with a limited client base, but beyond 100 contacts, you will need to upgrade to a paid subscription, which increases your cap to 1,000 contacts.

The paid version of this product is broken into three pricing tiers: Growth, Pro and Enterprise. Each tier is priced per user per month, and the company offers significant discounts if you pay annually rather than monthly.

Plan Cost What it includes
Growth Starts at $15 per user per month if billed annually, or 18 per user when billed monthly This tier offers powerful CRM automation that can help fast-growing businesses personalize and scale their customer relationships with an all-in-one CRM.
Pro $39 per user per month billed annually, or $47 when billed monthly Freshworks' most popular tier offers the ability to manage multiple sales pipelines and teams.
Enterprise $69 per user per month billed annually, or $83 when billed monthly According to Freshworks, this tier delivers "advanced customization, governance and controls."

For businesses that want only CRM or only marketing automation software, Freshworks Freshsales Suite does offer each of those as stand-alone services with the same tier levels, including a free version, at a flat monthly rate, regardless of the number of users. However, if you want to take advantage of the full feature set of either product, it is more cost-effective for a small team to purchase a bundled subscription. 

For instance, a team of three would cost just $117 per month for an annual Pro Freshworks Freshsales Suite subscription (combined CRM and marketing automation), but that same team would pay $149 per month for the Pro Freshmarketer subscription (marketing automation only).

Did you know?Did you know?Freshworks Freshsales Suite offers a 21-day free trial with no credit card required.

Implementation and Onboarding

The time it takes to incorporate any new software often depends on your business and your team. Most Freshsales Suite users report the onboarding process takes between a few days and two weeks to set up the CRM. Depending on the level of data migration and customizations you need, your experience may vary. The majority of new users report a pretty effortless setup for the CRM. In fact, many users state this was one of the top reasons they chose Freshsales Suite over other solutions.

As for the email campaign portion of the software, we estimate it takes up to one week (usually less) to set up, depending on the level of customization, segmentation, and targeting your business requires.

Customer Support

If you need to troubleshoot an error, the first step you will take is choosing the tool you're having trouble with (email campaign users should choose Freshsales Suite), and you will then be redirected to a support hub page. From this page, you can choose to interact with a representative through the live chat in the bottom-right corner of the page or explore the knowledge base.

FYIFYI: Freshworks does not advertise a phone option for customer support, but the live chat feature will get you in contact with a sales representative.

If you use Freshworks' live chat option, you will interact with an automated system that gathers basic information and then wait for a live representative. In our tests, we found representatives responded to our questions in two to five minutes. Live chat for Freshworks is available 24/7.

The knowledge base holds dozens of how-to guides to help you get started. As of the time of this writing, there are over 30 articles about creating marketing emails and configuring email settings, many of which have step-by-step instructions with screenshots.

Limitations

Freshsales Suite is best suited for startups and small businesses just beginning to expand, as the customization of reports and API integrations aren't built for quick scalability. Some users have stated that the software has a somewhat steep learning curve, specifically when they were troubleshooting small bugs in the system.

Overall, the biggest drawback of Freshsales Suite is the limited customer support. With no call option, some users have reported feeling abandoned by technical support. According to a small number of users, they continued to have issues even after submitting support tickets. If customer support is a priority for you, especially the option to connect with someone over the phone, you may want to consider Benchmark, which offers customer support over the phone as well as live chat and email. You can learn more in our comprehensive review of Benchmark.

What Is Email Marketing?

Email marketing is a highly effective direct marketing strategy that allows businesses to send targeted emails, communicate directly with customers, and build brand engagement, all with the click of a button. Top email marketing software allows you to create visually engaging email correspondences, build and segment contact lists, and track subscriber behavior to see which campaigns are most effective.

Methodology

To determine the best email marketing software, we compiled a list of popular platforms based on our online research. We carefully examined each service's online reputation and narrowed down our list to our finalists. We spent several weeks researching each email marketing service by investigating its offerings, watching tutorials and how-to videos, testing the software (when possible), and reading user reviews. We also evaluated each service's pricing structure and customer support. When researching Freshsales Suite by Freshworks, we considered which features would be most important to businesses looking to combine their marketing solutions with their CRM services.  

Freshsales Suite FAQs

How much does Freshsales Suite cost? 

Freshworks CRM starts at $15 per user per month, billed annually.

What is Freshsales Suite?

Freshsales Suite is software that seamlessly integrates with Freshworks' marketing function to build more valuable relationships with customers and leads.

Bottom Line

We recommend Freshsales Suite for ...

  • Small businesses looking to scale their business through a CRM.
  • Small business owners searching for an affordable, all-in-one CRM.
  • Marketing and sales professionals who don't require intensive customer support or guidance.

We don't recommend Freshsales Suite for …

  • Larger businesses looking for a CRM with more comprehensive marketing integrations.
  • Small and midsize businesses without a vested interest in integrated marketing solutions.
  • Marketing professionals who want assistance in troubleshooting email marketing issues.

Image Credit: Dekdoyjaidee / Getty Images
FreshWorks Email Marketing

FreshWorks Email Marketing

The Verdict

Freshworks' Freshsales Suite is our best pick for marketing integrations. Its marketing function integrates seamlessly with its CRM, easing and streamlining communication with customers and leads.

Sean Peek
Sean Peek
business.com Contributing Writer
Sean Peek has written more than 100 B2B-focused articles on various subjects including business technology, marketing and business finance. In addition to researching trends, reviewing products and writing articles that help small business owners, Sean runs a content marketing agency that creates high-quality editorial content for both B2B and B2C businesses.