Freshsales and ServiceNow Customer Service Management compete in the customer service software market. Freshsales appears to have the upper hand in cost-effectiveness and support, whereas ServiceNow stands out for its feature-rich offerings deemed worth the price by user reviews.
Features: Freshsales provides intuitive CRM, automation, and lead scoring that enhance sales processes. Its integration with Shopify and ability to communicate on WhatsApp make it user-friendly. ServiceNow excels with advanced integrations, comprehensive service management, and workflow management capabilities designed for complex organizational needs.
Room for Improvement: Freshsales may lack some enterprise-level functionalities and while suitable for small businesses, scalability could be enhanced. ServiceNow's complexity can challenge ease of use, with a need for simpler deployment options and reduced setup time.
Ease of Deployment and Customer Service: Freshsales is recognized for straightforward deployment and exceptional support, simplifying the user experience. ServiceNow offers robust deployment options but might require more time to implement effectively, making it better suited for larger enterprises seeking extensive customization.
Pricing and ROI: Freshsales is appreciated for its competitive pricing and attractive return on investment, driven by low setup costs. ServiceNow, while demanding a higher initial investment, delivers substantial ROI through its expansive features that justify the cost for larger organizations.
| Product | Market Share (%) |
|---|---|
| ServiceNow Customer Service Management | 6.6% |
| Freshsales | 2.5% |
| Other | 90.9% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 2 |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 1 |
| Large Enterprise | 9 |
Freshsales is a single solution CRM designed for high-growth, high-velocity sales teams. The software includes integrated phone and email, user behaviour tracking, and lead scoring on one platform. Users can track events and manage a visual sales pipeline, as well as view custom reports and analytics. Email tracking features enable users to know when and how many times an email was opened, or a link was clicked on. Users can effectively engage with prospects by targeting the next set of email actions, and create personalised sales campaigns from email templates. Insightful email metrics tell users which emails are performing well and which aren’t. The Awaiting Response feature automatically lists contacts that need to be replied to. Freshsales enables direct calling with a simple click on a contact’s phone number. The solution records the entire conversation history including email conversations in one place. Users can add notes, schedule tasks, as well as make appointments. Freshsales also offers personalised welcome and voicemail messages for greeting customers. In-depth customer insights on prospects allow users to plan relevant conversations, and keep track of touch points using the activity timeline. Freshsales collects data and segments activities based on a contact’s behaviour. Users can get perspective on leads with advanced lead scoring, and prioritises important follow-ups. The visual sales pipeline provides complete visibility of deals across various stages. Users can sort and filter by close dates, helping to make more guided decisions for climbing up the sales ladder. Freshsales’ drag and drop navigation tool enables users to move deals across the sales pipeline into any stage. Users can call or email prospects directly from the deals dashboard for a non-interruptive workflow. Visual sales reports and revenue analytics monitor sales progress and identify successful campaigns by source, sales rep, territory, and more. Freshsales mobile apps for iOS and Android let users access deals while on-the-move and stay up-to-date on prospects at all times. Freshsales is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshservice IT Service Management Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.
Customer Service Management groups key applications and capabilities into scalable packages that can grow with you as your needs change.
We monitor all CRM Customer Engagement Centers reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
