Freshworks review: A data-backed look
Explore Freshwork CRM's (Freshsales) adoption trends, market share, category benchmarks, and use cases to determine if it’s the right CRM solution for your team's customer engagement and sales automation.
Category
CRM
Pricing
Free version available
Best for
Mid-market & Enterprises
Website
www.freshworks.com/crm/60% lower
+11%
60%
40%
Freshsales overview
Freshsales from Freshworks is a cloud-based CRM platform designed to streamline sales and marketing processes for businesses of all sizes. It integrates contact management, email automation, AI-powered lead scoring, and multi-channel communication into a unified interface.
Freshsales focuses on boosting productivity through automation and actionable insights without overwhelming users, and is a good fit for growing sales and marketing teams.
How much do businesses spend on Freshworks?
The chart below illustrates average spending on Freshworks across different business sizes.
Mid-market and enterprise businesses demonstrate the highest spending on Freshworks, with quarterly expenditure showing steady growth throughout the measured period.
Small and medium-sized businesses maintain moderate and relatively stable spending levels across all quarters. Micro businesses show the lowest spending pattern, remaining consistent at the bottom of the expenditure range with minimal variation over time.
Who is Freshworks best for?
The chart below breaks down Freshworks’ user base by industry and company size.
Mid-market and enterprise businesses comprise the largest portion of Freshworks' user base, representing the dominant segment of platform adoption. Small and medium-sized companies constitute a significant portion of users, while micro businesses represent the smallest segment.
Freshsales key features
Contact and deal management
- What it does: Centralizes customer data and tracks deals through customizable sales pipelines.
- Key benefit: Provides clear visibility into customer interactions and sales progress for better forecasting.
Email automation and sequences
- What it does: Automates personalized email campaigns with performance tracking and scheduling.
- Key benefit: Increases outreach efficiency and lead nurturing without manual follow-ups.
AI-powered lead scoring
- What it does: Analyzes engagement data and behavior to prioritize high-value leads automatically.
- Key benefit: Focuses sales efforts on prospects most likely to convert, improving win rates.
Multi-channel communication
- What it does: Integrates email, phone, chat, and social media messaging into a single workspace.
- Key benefit: Simplifies customer interactions and maintains conversation context across channels.
Analytics and reporting
- What it does: Offers dashboards with sales performance, pipeline health, and team activity metrics.
- Key benefit: Enables data-driven decisions to optimize sales strategies and resource allocation.
Integration and API
- What it does: Connects with popular business apps and provides APIs for custom workflows.
- Key benefit: Ensures seamless data flow and workflow automation across marketing and sales tools.
Freshsales pricing
Plan | Price | Key Features | Ideal for |
|---|---|---|---|
Free | $0/mo | Up to 3 users, Kanban view, contact & account management, built-in chat/email/phone, email templates, mobile app | Small teams just starting out |
Growth | $9/mo | Kanban pipelines, contact lifecycle stages, built-in chat/email/phone, email templates, basic workflows, Slack integration, curated reports, 1 CPQ license | Startups and SMBs need efficient pipeline management |
Pro | $39/mo | Everything in Growth, plus AI contact scoring, custom sales activities, territory management, sales sequences, advanced workflows, multiple pipelines, and custom reports | Growing & mid-sized businesses needing advanced capabilities and AI assistance |
Enterprise | $59/mo | Everything in Pro, plus field-level permissions, custom modules, forecasting insights by AI, sandbox, and audit logs | Mid to large-sized businesses needing advanced customization and governance |
Freshsales pros & cons
Freshsales is a good fit if:
- Your team needs an easy-to-use CRM with integrated sales and marketing tools.
- Your team needs AI-driven lead prioritization and automated workflows to streamline operations.
- Your team needs multi-channel communication within a single platform.
- Your team needs a cloud-based solution with minimal IT overhead.
Consider alternatives if:
- Your team needs deep customization and advanced enterprise-grade CRM features.
- Your team needs a platform focused more on marketing automation than sales CRM.
- Your team needs on-premise deployment options.
- Your team needs highly specialized, industry-specific CRM functionality.