Freshsales and Zoho Desk operate in the customer service and sales automation category. Freshsales stands out with its customer engagement, while Zoho Desk excels in support management.
Features: Freshsales includes advanced lead management, AI-driven insights, and seamless CRM integration, forming a powerful tool for sales operations. Zoho Desk offers efficient ticket management, automation of support processes, and multi-channel communication, enhancing the overall customer service experience.
Room for Improvement: Freshsales could benefit from more enterprise-level functionalities, enhanced reporting features, and expanded integration options. Zoho Desk might improve in user interface simplicity, flexibility in ticket categorization, and additional automation capabilities to support complex workflows.
Ease of Deployment and Customer Service: Freshsales offers a straightforward deployment process with strong setup support, making it easy to integrate into existing sales frameworks. Zoho Desk provides effective deployment and support solutions but stands more robust in customer service deployment.
Pricing and ROI: Freshsales presents a competitive pricing model delivering strong ROI in sales automation, ideal for businesses focused on sales performance. Zoho Desk provides cost-efficient pricing aimed at enhancing customer satisfaction, making it more attractive for organizations prioritizing customer support.
| Product | Market Share (%) |
|---|---|
| Zoho Desk | 3.1% |
| Freshsales | 2.5% |
| Other | 94.4% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 2 |
| Company Size | Count |
|---|---|
| Small Business | 19 |
| Midsize Enterprise | 2 |
| Large Enterprise | 1 |
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.
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.
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