Freshworks CRM Review: Is it Worth Buying?

You are overwhelmed with the flood of information with customer data and managing your customer relationships?

As a salesperson, it’s easy to lose track of leads, opportunities, and deadlines. You should not waste time and always be well organized.

Freshworks CRM software provides your sales team with a single platform to manage all customer relationships from lead capture to close.

The intuitive interface allows users to see the entire sales cycle at a glance and easily keep track of important deadlines and milestones.

In this review, we will look at whether Freshworks is the right CRM system for your business.

Freshworks CRM Logo

⏳ Are you in a hurry? Then here’s your short version
If you’re looking for a CRM system that offers an engaging user interface yet a great feature set, Freshworks CRM is the place for you. It offers you a business software suite similar to Zoho Software for different business processes.

So if you want to use other software from Freshworks besides a CRM system, Freshworks CRM can be a good solution. The user interface is similar and intuitive to Pipedrive CRM.

Freshworks CRM Advantages

  • Very intuitive to use – Freshworks CRM offers a visually appealing and easy-to-use user interface.
  • Two-way Sync Mail – Email synchronization is available starting with the smallest paid package.
  • Support – With all versions, a live chat that you can contact directly from the CRM system.

Freshworks CRM Disadvantages

  • Dashboard – The dashboard with your sales activities could be more personalized.
  • No German support – Unfortunately, Freshworks support is only available in English.

What is Freshworks CRM?

Freshworks was founded in 2010 by Girish Mathrubootham and Shan Krishnasamy in Chennai, India. Now Freshworks is headquartered in the US and operates 12 locations worldwide.

Freshworks offers a business software suite that covers various business processes such as customer service, IT, human resources. Freshworks CRM is the software to manage customer relationships.

Freshworks CRM’s goal is to offer software that is aimed at small and medium-sized businesses. By now, more than 40,000 customers are successfully using Freshworks software.

The goal of Freshworks is to offer software that is quickly ready to use with few adjustments. Whether this is really the case, we will find out in this article.

How does Freshworks CRM work? Is it easy to use?

Freshworks CRM offers a visually appealing and easy to use interface.

When you first log in to Freshworks CRM, you will be presented with a setup wizard. The setup wizard helps you import contacts, connect your calendar and set up the sales pipeline.

The Freshworks home page is also your dashboard, where you can see all your important sales activities at a glance. You can view your email, appointments and tasks.

How does Freshworks CRM work

On the left side you have a menu with which you can quickly reach all important functions. The menus that you can reach via the quick selection list are:

  • Customers and accounts
  • Deals Management
  • Sales talks
  • Marketing Automation
  • Landing Page Builder
  • Analysis

Also, similar to Pipedrive, Freshworks has a quick select function with a Plus button. You can create new contacts, customers, deals, etc. via the Plus button at the top right.

AI Freddy

Your personal sales assistant in Freshworks CRM is called Freddy and is based on artificial intelligence. He helps you automatically evaluate leads and determine the probability of winning.

personal sales assistant in Freshworks CRM

In order for Freddy to work properly, you need to be able to give him some data sets so that his predictions are reliable.

In addition, the AI Freddy from the Growth version can also set up a lead bot for you, so that Freddy can automatically make appointments with website visitors.

When he’s not making appointments, he can help you answer customer inquiries automatically in chat.


The data in your sales pipeline can be displayed in different views.

The different views are convenient to help you quickly navigate through your data. Most menus have the following views:

  • Funnel view
  • Timeline view
  • Compact view
  • List view

Data import and export

Freshworks offers you an extra menu to help you migrate your system. If you want to migrate contacts, customers or product data, you can use the migration with CSV files.

Otherwise, you can do a whole system migration. You can do this migration from popular CRM systems like Zoho, Salesforce, Pipedrive etc.

Mobile App

Freshworks offers a Freshworks CRM app for iOS and Android. It offers you the possibility to be always informed about your sales activities on your smartphone.

You can also access your contacts and customers from the CRM system directly from the smartphone app.

Freshworks CRM Lead Management and Pipeline Management

Freshworks CRM offers you some marketing automation features out of the box. You can collect leads via email marketing and segment those leads.

The segmentation can be done based on individual criteria like Interests, age, and communication channels. You can also create email sequences that are personalized to your leads. Through this personalized campaign, you can further qualify leads.

Freshworks CRM also offers the following marketing automation features:

  • E-mail sequences
  • Chatbots for marketing, sales, and support
  • Email campaigns

Landing Page Builder

The landing page builder offers you the possibility that you simply create web pages that have as a goal to generate leads.

freshworks Landing Page Builder

You can use these landing pages in many different areas. Freshworks CRM offers you some templates for different use cases like e-commerce, webinars, events, etc.

webinars freshworks

You get a simple WYSIWYG editor with which you can see your changes to your landing page in real time. The landing pages offer you the possibility to generate leads and also to segment them according to certain interests.

Lead Management

In Freshworks CRM, you can store your leads in the same lists as your contacts. You can define the leads by lead status and lead phase.

It would have been easy to have separate lists for contacts and leads. Pipedrive, for example, offers a lead inbox that you can use as a repository for leads.

Something similar would be desirable in Freshworks. You can categorize your contacts according to the following categories

  • Lead
  • Sales-Qualified Lead,
  • Customers


In the Deals menu, you can create new deals for your sales pipeline. For a new deal, you can define how high the deal amount is. You can also select products for your deal if you use the product catalog function.

You can also record which salesperson owns the deal. Each deal has a customer and each deal can be assigned to a phase in your sales pipeline.

Pipeline Management

The pipeline is one of the most important features of your CRM system. Freshworks CRM offers you the possibility to create different pipelines. You can also define the different stages of the pipeline.

For each pipeline phase, you can adjust the probability of winning individually. If a deal in the pipeline is set to Lost, you have the option to enter a reason why the deal was lost.

The operation of your pipeline can be divided into phases as a Kanban board. You can also choose a calendar view.

In the calendar view, your deals are divided according to the completion time. You also have the option of displaying a simple list of the different deals.

The Kanban board is the easiest way to get a good overview of your deals.

With a simple drag & drop function, you have the possibility to move the deals back and forth between the individual phases.

Contact & Customer Management

In order to manage your customer relationships well, you depend on good organization of your leads, contacts and customers.

Sales activities

On your Freshworks home page, you’ll see your activities dashboard. This activity dashboard informs you about all your upcoming sales activities.

Sales activities freshworks brm

You can also create new sales activities very easily. The sales activities you can create directly in the dashboard are:

  • Task
  • Date
  • follow-up
  • Call

When you set up Freshworks from scratch, you can connect your Google Calendar or Office 365 to Freshworks.

You can also connect your email inbox via G-Mail, Outlook, Office 365, etc. Freshworks CRM provides you with a menu that you can use for your sales activities. With this, you can view your inbox with your emails and calendar.

You can also use this menu to send mass emails to generate new leads. To keep track of your sent emails, Freshworks offers you an email tracker.

This allows you to see which emails have been opened and which emails you can follow up on.

Besides your emails, you can also track your calls and SMS directly in your sales activities.


Email is still one of the most important communication tools for a salesperson. With the Growth version you also get the possibility to set up a two-way sync. You can then receive your email directly in Freshworks CRM.

This prevents you from having to constantly switch between many different programs. Freshworks CRM also gives you the option to set up email templates.

These email templates help you save a lot of time and streamline recurring tasks. You can use email templates for personal emails as well as for mass emails that you send to leads.


Next to email, the telephone is of course the salesperson’s favourite child. Freshworks also has a solution for this. That’s why Freshworks CRM also offers you the possibility to integrate a phone number into your CRM system.

With the phone feature, you get the ability to connect your phone number to Freshworks CRM and receive your calls directly. You also have all your call logs matching your leads and contacts.


Freshworks offers the Customers and Accounts menu item, where you can manage all the contact details of your in your sales process.

Freshworks does not differentiate between leads and contacts in the menu navigation. Lead status and phases are managed directly in the contacts.

When you manually create a contact you get the possibility to create information for a contact.

You can also create custom fields if the default ones are not enough for you. You can display your contacts as a list or a compact list.

The compact list offers you the possibility to display the logo of the customer in your list.

Each customer gets automatically with the AI Freddy after the creation of a score . With this score the probability of winning the lead is calculated.


The customers at Freshworks CRM are called accounts. This is probably a bad translation of the English word accounts.

You will always find some weird translations in the Freshworks user interface.

When you get a new customer added you have to enter some basic information.

You can also customize your own customer files. You can create information groups. In these groups you can add individual fields. The created contacts can be connected to the customers.

You can display your customer list in the standard view. There is also the compact view, in which you can display more information.

Product Catalog

The product catalog allows you to save time when creating offers. In order to use the product catalog function, you must activate it.

freshworks Product Catalog

With the Pro and Enterprise version, you can use the product function.

Then you can enter product information into your CRM system like Product name, category, price, validity, etc.

Offers and invoices

For sending offers, you need to use a third-party solution. You can connect them to Freshworks CRM via Zapier or an API. Freshworks CRM does not currently offer native integration with a German invoicing program.

Reports & Sales Forecast

So that you are always informed whether your sales activities were successful, you have the possibility to create reports.

In the analysis menu, you have 8 predefined reports that you can use. You can define reports for many different areas. You can create reports for sales, marketing, and email campaigns.

You can create these reports for individual periods. You can create up to 100 individual reports. You can share these reports with other users or make them accessible only to you.

Sales targets

In the settings, you can create sales targets. You can define these sales targets for specific periods and times. These goals can be defined for individuals or entire teams.

You can also select metrics on how you want to measure the goals. Target measurement can be defined as deal value or deals won. Sales targets can be defined regionally and by pipeline.

Sales forecasts

You can use the sales forecasts to analyze whether the planned sales activities have materialized. The salesperson can set a deal to confirm.

This means that the salesperson expects to close the deal soon. Also, you can set the deal to “best case”. These are the deals that are not yet certain.

Freshworks CRM Pricing – Is it worth the money?

Freshworks CRM offers you 4 different pricing packages. There is also a 21-day free trial period if you want to get familiar with the solution.

  • Free Forever 0 Euro per month
  • Grow 29 Euro per month (up to 1.000 marketing contacts)
  • Per 69 Euro per month (up to 3,000 marketing contacts)
  • Enterprise 125 Euro per month (up to 5,000 marketing contacts)

The prices refer to the Customer-for-Life Cloud Version

Freshworks CRM Pricing

Freshworks also offers you the possibility to extend your version with additional marketing contacts without having to switch to the next higher version.

5,000 additional marketing contacts cost 100 euros per month.

Which price plan is right for me?

Grow – Grow offers a wide range of features and the ability to manage up to 1,000 marketing contacts in your CRM system. The feature set between each version is similar. However, each version offers you a larger amount of transactions, contacts, etc.

Pro – With Pro, you can manage up to 3,000 marketing contacts and have some artificial intelligence features like Freddy to help you generate leads and answer customer inquiries with a response bot. Overall, Pro is aimed at smaller teams looking to scale their business.

Enterprise – With the Enterprise version of Freshworks CRM, you can manage up to 5,000 marketing contacts. It is aimed at larger companies where the sales process is the main focus.

Freshworks CRM Extensions and Marketplace

The Freshworks Suite offers you several extensions that you can use for other business processes. There are the following other Freshworks modules:

  • Freshdesk
  • Freshcaller
  • Freshchat
  • Freshservice
  • Freshteam

Besides the internal extensions of Freshworks, there is an app marketplace. This app marketplace offers you the possibility to use third-party software easily with Freshworks CRM.

There is software for categories such as productivity, live chat, lead generation, marketing automation, etc.

Freshworks CRM Data Security & GDPR Compliance

Data security and data protection are important issues in a CRM system. You store important customer data in a CRM system.

Therefore, you must also ensure that the CRM provider offers the appropriate measures. Freshworks CRM is a software manufacturer that is located in the USA and therefore also stores data on servers in the USA.

Therefore, you should conclude a data processing contract with Freshworks CRM as a data processor.

Besides data protection, data security is important when you are using customer data. Freshworks CRM meets the latest standard of data security.

The two-factor authentication protects your log-in from unwanted access. All data is encrypted with AES 256 bit. In addition, Freshworks creates a backup of all data every day.

What kind of customer support does Freshworks CRM offer?

Freshworks CRM offers very good customer support. There is a help page, with many helpful articles and videos if you want to help yourself.

Freshworks CRM customer support

In addition, there is a possibility to use the live chat directly on the platform. With Freshworks CRM you get a live chat in all versions for free.

This is a feature that many other CRM software providers charge extra for. In addition, Freshworks CRM offers the possibility to submit a support ticket.

Freshworks CRM Alternatives

There are many CRM systems on the market and all of them are positioned differently. If you are looking for alternatives to Freshworks CRM, you can consider the following:

  • Zoho CRM  Zoho CRM is the direct competitor to Freshworks CRM. Zoho, like Freshworks, offers an entire business suite for companies. Zoho CRM is slightly cheaper and offers a lot of features. However, Freshworks CRM is more intuitive to use.
  • Pipedrive – If you’re looking for a CRM system that specializes in CRM systems, you should consider Pipedrive. It offers an intuitive user interface that is easy to use. Also, Pipedrive offers German support 24/7.

FAQ – Frequently asked questions

faq section image

Is Freshworks CRM free of charge?

Yes, there is a completely free version of Freshworks CRM.

Is Freshworks CRM in Hindi?

The user interface of Freshworks can be switched to Hindi. Some words are translated a bit strangely, but the operation in Hindi is easy to understand.

How secure is Freshworks CRM?

Freshworks data security complies with the latest industry standards. All data is encrypted with AES 256 bit. In addition, Freshworks CRM creates a backup of all data every day.

Conclusion: Final Verdict

Freshworks is a CRM system that offers a very nice user interface. Despite the ease of use, you don’t have to compromise on feature selection.

Freshworks also offers a generous feature set for marketing automation. Its direct competitor Zoho CRM doesn’t offer such an extensive feature set for marketing automation.

If you want to know how Freshworks CRM stacks up against its competition, you can read my article CRM Software for Small Business.

Otherwise, I recommend you take advantage of the free version or the generous 21-day free trial to see for yourself.