- AI tools
- User-friendly interface
- Multi-touch attribution
- Forever-free plan
- Extensive integrations
- Essential features cost extra
- No built-in e-signatures
Freshsales is an outstanding CRM system designed for small to medium-sized businesses. It’s part of Freshworks’ integrated suite of CRM tools with different focuses, such as Freshmarketer for marketing and Freshservice for IT service management. On its own, Freshsales provides multi-touch attribution to customer relationship management and has been streamlining the workflow of sales teams since 2016.
As a cloud-based, AI-supported platform, Freshsales has everything sales managers need in one place: lead generation and tracking tools, a wide range of customization options, unrivaled customer support, and more.
Starting at $15 per user per month, Freshsales is perfect for budget-conscious businesses. Plus, those who don’t want to commit right away can enjoy a 21-day free trial that doesn’t require any credit card information. The company also provides a forever-free plan limited to three users.
Impressively available in over 30 languages, Freshsales is a truly global solution for sales teams.
Freshsales’ easy-to-use interface offers the 360º customer view that is key to any successful sales team. By providing a smooth navigation with just four main tabs (‘Contacts’, ‘Deals’, ‘Sales’, and ‘Automation’), the software makes it easy to follow the evolution of leads, get contextual information on each contact, and even access detailed reports and KPIs.
Freshsales also offers modern view options to enhance usability and facilitate collaborative efforts. For example, the intuitive Kanban board organizes contacts by their status on the pipeline by default, allowing for effortless customer category management via drag and drop.
With criteria settings that let users assign salespeople to interested parties, change their employees’ access permissions, and create customized roles, the software saves a lot of time spent on busywork. Scheduling meetings and tracking sales within the platform is just as easy.
Contact and Lead Management
Creating a new contact, deal, or account with Freshsales is incredibly simple. The service only requires an email address or website link to upload logos or social media pages automatically.
The service supports up to ten different sales pipelines, which come with several settings, such as stage reordering and expiration dates. When leads perform any action that involves their sales process, like signing a contract, their deal stages are automatically updated.
What’s more, revenue forecasting and the chances of closing deals are simplified with the option to assign different priority levels to each pipeline phase. Plus, a timeline view allows sales teams to reorganize and categorize contracts according to their expected end dates.
Moreover, purchasing the CPQ (configure, price, quote) add-on helps businesses generate branded invoices, quotes, or contracts. These customizable templates are automatically tagged to each deal or contact entry. It’s important to mention that even though you can send out invoices, it’s not yet possible to receive payments through the platform.
As an operational CRM, Freshsales excels in its automation features. For starters, Freshsales’ AI lead scoring sets it apart from other CRM platforms. It deduplicates data, ranks leads using raw and hidden information from emails, chats, and web forms, and even prioritizes contacts more likely to convert.
The AI, Freddy, also uses data analysis to predict the best time to close deals, helping salespeople make more accurate monthly and quarterly sales forecasts. Freddy also scores customers based on collected data, engagement, and the ideal customer profile.
Managers can also let the system perform manual tasks independently with Freshsales’ workflow automation. Some examples include ‘if-then’ directives and deal status auto-updates. Still, the most valuable automation has to be the assignment of chats to the appropriate salesperson.
Even more important, the software provides sales sequences that let businesses engage their prospects with scheduled campaigns like emails, newsletters, SMS, phone calls, and social media messages. In addition to classic, time-sensitive sales sequences, this outreach can be adapted to customers’ actions. It’s important to mention that all campaign templates can be customized with a company’s visual identity.
Finally, from automating welcome emails, follow-ups, and contract renewal reminders, to re-engaging idle conversations, Freshsales provides personalized engagement that captures customers’ attention and nurtures their relationships.
FreshSales offers several communication tools so that agents can attend to customers without leaving the platform. It integrates with many email services and provides numerous templates that help with bulk messaging.
Freshsales’ built-in cloud telephony feature makes it possible to make and receive calls within the platform. The software automatically logs recordings and call notes, giving agents useful context when contacting leads.
Alternatively, clients can contact agents through other real-time channels, such as WhatsApp, Apple Business Chat, Facebook Messenger, and LINE. With so many communication options, Freshsales simplifies data visualization by creating activity timelines that show every customer’s journey in chronological order.
No company can grow without a reliable and comprehensive reporting system. Freshsales features thorough and all-encompassing reports, which are accessible on the website or as CSV or PDF exports.
The service offers two customizable dashboards. The first focuses on sales, presenting data on deal conversion, closure rates, sales velocity, trends, and more. The second is centered around lead generation, filtering information by time, territory, and source. The lead-related reports offer valuable insights like the number of customers captured from each source, such as the company’s website or social media.
When users first start with the platform, Freshsales provides sample reports for 30 days. These reports cover key aspects, such as lead funnels, sales performance by each sales representative, pipeline size based on owner, among other relevant metrics.
With sales velocity and activity reports, managers can identify exactly which campaigns, salespeople, or territories bring in more revenue. They may either design their own reports or use templates for leads, contacts, accounts, and deals. Plus, any sales reports can be added to the manager’s dashboard for a holistic view of their team’s performance.
Nothing slips through the cracks with the Freshsales mobile app, which is available for iOS and Android. From their cell phones, sales managers can stay connected to their team, handle contacts or deals, and schedule appointments. Not only are all the CRM features present, but users are also able to access their data offline or integrate their own apps, like Zoom or MSG91 (an automated messaging app).
Freshsales’ mobile app takes its call recording side further with its voice note feature that helps field agents log important aspects of an interaction with a customer. Plus, the service connects to a cell phone’s camera to simplify scanning and uploading documents. Impressively, the mobile app even lets users book an Uber.
Ease of Use
Freshsales is a comprehensive software with a multitude of functionalities, so it’s wondrous that navigating it isn’t more complicated. Designed with SMBs and start-ups in mind, this service clearly prioritizes intuitiveness and accessibility with its simple four tabs.
Freshsales’ broad list of integrations is also symptomatic of its user-friendly nature. This is evident in its email synchronization feature, which ensures seamless communication and leaves no room for missed or forgotten messages.
Besides integrating with all of Freshworks’ solutions (such as Freshmarketer and Freshchat), Freshsales supports a wide range of popular third-party tools, making it a unified portal for business management and productivity. As a bonus, all these platforms also work on the Freshsales mobile app, meaning users can schedule and even join Zoom meetings on the go, for example.
Other third-party integrations include:
- Care agent productivity: Google Calendar, Gmail, and Microsoft 365.
- Billing and accounting: QuickBooks, Zero, and PayPal Invoices.
- Lead generation: Typeform, PAPAIA, and Facebook.
- Data sync and marketing automation: HubSpot, Mailchimp, and Amazon EventBridge.
- Survey apps: Survicate and SmileBack.
- E-signature software: Box.
At first glance, Freshsales’ pricing structure looks as straightforward as the service itself. However, we struggled to find information about the less popular free version, which is designed for teams of up to three people and offers all the basic features.
The cheaper plan, Growth, costs $15 per user per month when billed annually and is ideal for start-ups and small sales teams. It includes simplified management tools, up to 20 workflows, and built-in chat, email, and calls. Unfortunately, it lacks some automation features and only accommodates one sales pipeline. Plus, AI assistance is restricted to contact scoring, and the mobile app is not available offline.
Bigger companies may be inclined to choose the Pro plan, which offers all the same features but with more options, such as multiple sales pipelines, better workflow automation, multiple currencies, plus AI deal insights and sales forecasting. Freshsales provides a 21-day free trial of the top-tier plan, which doesn’t require any credit card information.
Unfortunately, the CPQ functionality that generates branded contracts, quotes, or invoices is considered an add-on and costs an extra $19 per user per month. While paying for other extras like additional bot sessions makes sense, charging more for such an essential feature is a shame.
While Freshsales’ support team may not be available on weekends, product specialists answered our questions courteously and thoroughly over chat after a bot directed us to the appropriate department.
Freshsales’ live support extends to personalized demonstrations or video walkthroughs that can be scheduled in advance to ensure a quality onboarding experience.
Additional customer service tools include a cloud phone system, an in-platform help center, and a knowledge base with best practices and how-tos. Freshsales’ extremely comprehensive support page features several FAQs and an administrative guide.
The service’s blog, which is full of customer stories and case studies, hasn’t been updated since 2018, but Freshsales is present on LinkedIn and YouTube.
It’s worth noting that the company offers one-hour demos, where specialist consultants showcase the entire product to potential clients.