Freshsales OverviewUNIXBusinessApplication

Freshsales is the #5 ranked solution in top Opportunity Management tools, #6 ranked solution in top CRM Customer Engagement Centers, #6 ranked solution in top Sales Force Automation tools, and #17 ranked solution in top CRM tools. PeerSpot users give Freshsales an average rating of 9.0 out of 10. Freshsales is most commonly compared to Zoho CRM: Freshsales vs Zoho CRM. Freshsales is popular among the large enterprise segment, accounting for 66% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 30% of all views.
Buyer's Guide

Download the CRM Buyer's Guide including reviews and more. Updated: November 2022

What is Freshsales?

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.

Freshsales Customers

Caratlane, Pykih, Buying Show, INTUO, WallyPark, Exploring Vacations, Raved, Forest, Ascendore, MagePlaza, Vacasa,

Freshsales Video

Freshsales Pricing Advice

What users are saying about Freshsales pricing:
"The price for this solution is good in general, but in Brazil we do pay additional taxes."

Freshsales Reviews

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JoseQuintero1 - PeerSpot reviewer
Senior Services Manager at a tech services company with self employed
Real User
Top 5Leaderboard
CRM solution that makes it easy to track the full sales journey across different territories
Pros and Cons
  • "One of the most valuable features is the ability to divert deals based on the potential revenue or specific market to certain sales teams."
  • "The reporting for this solution across all their products could be improved. Currently, we have clients who export their data from Freshservices to third party solutions such Power BI to create more comprehensive reports."

What is our primary use case?

We use Freshsales for lead processing, closing deals, contact management, tracking customer activities, calculating commissions and for generating all sales reports.

Freshsales also allows us to manage sales across territories including the Caribbean, United States and parts of Latin America. In each of those territories, we have our own account managers and we use territory management to categorize contacts based on country, market segment and other criteria.  

We also make use of the solution for marketing campaigns using Freshdesk Messaging that allows to to drive communication with potential customers or leads to make announcements and divert questions from potential deals to our pre-sales department.

What is most valuable?

One of the most valuable features is the ability to divert deals based on the potential revenue or specific market to certain sales teams. We have teams for healthcare, government, education and military. 

In addition, this solution allows us to classify customers based on monthly revenue. We have previously used other solutions including Vtiger and Salesforce, which required a lot of manual work. To conclude, the productivity and automation features are the most useful.

What needs improvement?

The reporting for this solution across all their products could be improved. Currently, we have clients who export their data from Freshservices to third party solutions such Power BI to create more comprehensive reports. 

From a finance perspective, the solution could be improved by allowing greater customization related to margins and KPIs. 

For how long have I used the solution?

We have been a partner with Freshworks for nearly four years.

Buyer's Guide
CRM
November 2022
Find out what your peers are saying about Freshworks, Zoho, Pipedrive and others in CRM. Updated: November 2022.
657,397 professionals have used our research since 2012.

What do I think about the stability of the solution?

This is a stable solution, however, during the pandemic many of our users experienced a 44 or a 500 error. What is useful is the status page for all platforms including Freshworks, Freshsales, Freshservices and Freshdesk that highlights if there are any issues. When issues are announced, they are usually solved in a matter of minutes.

What do I think about the scalability of the solution?

This is a scalable solution. 

How are customer service and support?

Their technical support five years ago was quite fast, but that speed has been decreasing over time due to the growth of the company. They rely a lot on partners to provide level one and level two support. Normally we only escalate level three support to them. The challenge is that level three support has a level of complexity that requires a lot of work on the back end which takes time. This has led to frustration by our customers who do not always understand why support can take long. 

How would you rate customer service and support?

Neutral

How was the initial setup?

The initial setup is straightforward. The application configures itself and is user friendly. 

What other advice do I have?

I would advise companies considering this solution to have a good understanding of their needs and business processes. This includes considering use case scenarios, documented business processes, and ideally including someone in the business with auditing or OIM prior knowledge. 

From this perspective, it is critical to document and understand your own business processes and rules. This will allow an organization to determine if this the right solution to meet their needs. 

I would rate this solution an eight out of ten. 

Disclosure: My company has a business relationship with this vendor other than being a customer: Parnter
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PeerSpot user
Leandro-Coelho - PeerSpot reviewer
Engenheiro de pré-vendas at Pise4
Real User
Top 5
Scalable cloud-based CRM that offers affordable pricing and good technical support
Pros and Cons
  • "Freshsales is user-friendly, scalable and stable."
  • "We have a problem with the time to delivery for our customers, although this is not specific to this solution. Time to delivery can be 90 days."

What is our primary use case?

We are a partner of Freshsales and use this solution for an education company.

What is most valuable?

Freshsales is user-friendly, scalable and stable.

What needs improvement?

We have a problem with the time to delivery for our customers, although this is not specific to this solution. Time to delivery can be 90 days. 

For how long have I used the solution?

I have been using this solution for four years. 

How are customer service and support?

The technical support for this solution is good. We receive support from our distributor called Tech Data Synnex. I would rate the support a nine out of ten. 

How would you rate customer service and support?

Positive

How was the initial setup?

The initial setup is straightforward and the time to implement is quick. We used one technician for deployment and maintenance.

What about the implementation team?

We complete the implementation for this solution in-house but for external customers. 

What's my experience with pricing, setup cost, and licensing?

The price for this solution is good in general, but in Brazil we do pay additional taxes.

What other advice do I have?

When it comes to considering this solution as a partner, I would advise others to first ensure they understand the needs of their clients and ensure that Freshsales is the best fit. It is important to take into considerations factors like budget and scalability.

I would rate this solution a ten out of ten. 

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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PeerSpot user