Sold by: Freshworks Inc.
Deployed on AWS
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Grow revenue fast with context-driven sales with a modern, easy-to-use CRM that your teams will love.
4.5
Overview
Freshsales is a modern and easy-to-use CRM that combines the power of sales force automation, chat, and telephony in one smart and comprehensive solution. Powered by Freddy AI, Freshsales can help you discover the best leads, boost customer engagement, visually manage pipeline, forecast revenue with intelligence, drive deals to closure, and even nurture existing customers.
Plans & Pricing : Each plan has different feature-set & pricing (https://www.freshworks.com/crm/pricing/ )
Some of the key features available in the most-popular plan (Enterprise) are: Contact and Account Management Pipeline Management Auto-profile Enrichment AI-powered Deal Insights Sales Forecasting Predictive Contact Scoring Custom Modules Sales Sequences Chat Campaigns (Whatsapp, Apple Business Chat, Facebook) Workflows Web Forms Custom Reports & Dashboards Advanced Access & Control (Role-based access) Mobile App for iOS and Android (Available for all plans)
For Additional queries, Different plan options, or Custom / Volume Pricing via Private Offer please contact us at channels-awsportal@freshworks.com
Highlights
- Generate more opportunities, identify promising leads, and have conversations with context: Turn your website into a lead generation machine. Surface the best leads, communicate across a customer-preferred channels, and personalize messages based on behavior.
- Drive deals to closure, faster. Improve sales conversions with AI-powered insights: Freddy AI helps you focus on the right deals that will drive revenue. Get insights across the funnel from lead to revenue.
- Customer 360 degree view made easy. Grow customer value with integrated sales and support: Develop long-lasting relationships with customers. Enable sales and support to work together to help the customer seamlessly.
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Dimension | Description | Cost/month |
|---|---|---|
Free | Get sales and marketing teams organized with built-in chat, email, and | $0.00 |
Growth | Powerful CRM automation to help growing teams personalize and scale cu | $11.00 |
Pro | Everything you need to manage multiple sales and marketing teams, and | $47.00 |
Enterprise | CRM your way with advanced customization, governance, and controls | $71.00 |
Vendor refund policy
Unless otherwise specified in these Terms or a Form or a Service Plan, all Subscription Charges are nonrefundable. No refunds shall be issued for partial use or non-use of the Service(s) by You provided however You shall be eligible for a pro-rated refund of the Subscription Charges for the remainder of the Subscription Term if You terminate Your Account as a result of a material breach of these Terms by Us.
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Support
Vendor support
We offer free support for all our customers. We provide a 247 email support and 245 Chat/Phone support crm-support@freshworks.com
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Updated weekly
Sentiment is AI generated from actual customer reviews on AWS and G2
Functionality
Ease of use
Customer service
Cost effectiveness
Positive reviews
Mixed reviews
Negative reviews
AI generated from product descriptions
Sales Force Automation
Combines sales force automation with chat and telephony capabilities in a unified platform for streamlined sales operations.
AI-Powered Lead Intelligence
Powered by Freddy AI to discover best leads, provide deal insights across the sales funnel, and enable predictive contact scoring for lead prioritization.
Pipeline and Revenue Management
Enables visual pipeline management, sales forecasting with intelligence, and AI-powered deal insights to drive deals to closure.
Multi-Channel Communication
Supports chat campaigns across WhatsApp, Apple Business Chat, and Facebook for customer engagement across preferred communication channels.
Role-Based Access Control
Provides advanced access and control through role-based access management for security and permission governance.
Omnichannel Communication
Support across multiple channels including web, social, mobile, voice, messaging, live chat, and email with seamless conversational experiences
Knowledge Management
Comprehensive knowledge graph and knowledge management system integrated with AI agents for enhanced resolution capabilities
Pre-built and Custom Integrations
Over 1,200+ pre-built integrations available on the Zendesk App Marketplace with tools to create and configure custom experiences
Real-time Reporting and Analytics
Real-time reporting and analytics capabilities with measurement and insights for monitoring service performance and outcomes
Ticketing and Incident Management
Centralized ticketing system for managing and resolving incidents and service requests within defined SLAs
Workflow Automation
Code-free automation capabilities for ticket routing, tagging, notifications, communications, and CSAT surveys without requiring development
Multi-level Access Control and Audit Logging
Multi-level user permissions with granular audit logs for security and compliance management
Integrated Knowledge Management
Unified platform combining ticketing, projects, assets, and knowledge base management in a single interface
Real-time Reporting and Analytics
Advanced reporting capabilities with real-time activity visibility and data-driven insights for trend identification and proactive service delivery
Standard contract
No
No
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Customer reviews
Furniture
Keeps Customer Inquiries Organized and the Team in Sync
Reviewed on Oct 03, 2026
Review provided by G2
What do you like best about the product?
What I love most about Freshworks CRM is how it helps me keep our team connected while handling all our customer-facing furniture inquiries, and it works really nicely alongside Gather, the virtual space tool I use for our internal team events. At Urban Home Furniture Co., I’m the Office & Community Engagement Coordinator. A big part of my job is coordinating our remote and in-office staff, plus tracking customer questions, showroom appointment requests and follow-ups for our furniture line. Before Freshworks CRM, all customer messages landed in a messy shared inbox, and we’d lose track of who replied to what. Team members would respond to the same customer twice, or some messages just sat there forgotten.
I can think of a great example from our summer furniture promotion a few months ago. We had tons of people reaching out to ask about custom sofa orders, fabric samples and showroom visit bookings. Previously, all those inquiries were dumped into one email folder. I’d spend hours every day sorting messages and tagging people to reply. With Freshworks CRM, every incoming customer message turns into a ticket automatically. I assigned different categories for showroom bookings, sample requests, and product questions. The sales team and I can jump into the same ticket, add notes, and see the whole conversation history at a glance.
The contact profile feature is super handy too. When someone reaches out again, I can instantly pull up their past requests, whether they asked about dining sets or bedroom furniture. That saves our team from asking customers to repeat their details over and over. I also set up simple automations to send quick confirmation emails when someone books a showroom tour. That cuts down on repetitive typing work for me and the sales team.
On the internal side, Freshworks CRM also helps mecoordinate with our staff easily. When our sales team has a question about an upcoming client appointment, they can log notes right in the CRM. Then I can use Gather to host quick virtual check-ins with the team to review those customer requests. It creates a smooth handoff between customer support work and our team engagement activities.
For our small furniture business of 11 to 50 employees, we don’t have a big support department. Freshworks CRM keeps all customer communication organized in one spot. It stops messages from slipping through the cracks and frees up my time. Instead of spending half my day sorting emails, I get to focus on building team culture and planning fun virtual meetups for our staff in Gather. It makes my dual role of office coordinator and community lead so much easier to manage day to day.
I can think of a great example from our summer furniture promotion a few months ago. We had tons of people reaching out to ask about custom sofa orders, fabric samples and showroom visit bookings. Previously, all those inquiries were dumped into one email folder. I’d spend hours every day sorting messages and tagging people to reply. With Freshworks CRM, every incoming customer message turns into a ticket automatically. I assigned different categories for showroom bookings, sample requests, and product questions. The sales team and I can jump into the same ticket, add notes, and see the whole conversation history at a glance.
The contact profile feature is super handy too. When someone reaches out again, I can instantly pull up their past requests, whether they asked about dining sets or bedroom furniture. That saves our team from asking customers to repeat their details over and over. I also set up simple automations to send quick confirmation emails when someone books a showroom tour. That cuts down on repetitive typing work for me and the sales team.
On the internal side, Freshworks CRM also helps mecoordinate with our staff easily. When our sales team has a question about an upcoming client appointment, they can log notes right in the CRM. Then I can use Gather to host quick virtual check-ins with the team to review those customer requests. It creates a smooth handoff between customer support work and our team engagement activities.
For our small furniture business of 11 to 50 employees, we don’t have a big support department. Freshworks CRM keeps all customer communication organized in one spot. It stops messages from slipping through the cracks and frees up my time. Instead of spending half my day sorting emails, I get to focus on building team culture and planning fun virtual meetups for our staff in Gather. It makes my dual role of office coordinator and community lead so much easier to manage day to day.
What do you dislike about the product?
There are a few things with Freshsales that slow me down, especially since I juggle customer lead tracking and team community work, and I pair it with Gather for our internal virtual events at Urban Home Furniture Co. The biggest annoyance I run into is the clunky custom workflow setup. I’ve tried building simple automations for showroom booking follow-ups and furniture sample requests, but the rule builder feels rigid. It doesn’t always trigger the alerts the way I expect, and troubleshooting those broken automations takes way more time than it should.
I hit this issue hard during our spring furniture sale back in April. I built an automation that was supposed to notify our sales team and me whenever a customer submitted a showroom visit request. I tested it a couple times and it worked fine, but once the promotion went live, half the new lead alerts never came through. We ended up missing three customer inquiries for custom dining set consultations. I spent nearly three hours digging through the workflow settings to find the error, and I still had to manually send apology emails to those customers afterward. It created unnecessary stress when I was already busy planning our monthly virtual team meetup inside Gather.
Reporting is another weak spot for our furniture business use case. The pre-built reports don’t match our needs very well. I want simple breakdowns of showroom booking conversion rates and sample request volume, but the reporting dashboard has too many irrelevant sales metrics meant for full-time sales teams. Building custom reports means picking through dozens of fields, and the visual charts aren’t easy to tweak. When leadership asks for a quick snapshot of incoming leads, I usually end up exporting the raw data and cleaning it up in Excel anyway.
I also find the contact import tool inconsistent. When I bulk upload new leads from our website inquiry forms, occasionally some contact fields get mapped incorrectly. Customer phone numbers wind up in the notes section, or furniture product interests don’t populate the right tags. That means I have to go through and fix dozens of contact entries manually after every upload.
I hit this issue hard during our spring furniture sale back in April. I built an automation that was supposed to notify our sales team and me whenever a customer submitted a showroom visit request. I tested it a couple times and it worked fine, but once the promotion went live, half the new lead alerts never came through. We ended up missing three customer inquiries for custom dining set consultations. I spent nearly three hours digging through the workflow settings to find the error, and I still had to manually send apology emails to those customers afterward. It created unnecessary stress when I was already busy planning our monthly virtual team meetup inside Gather.
Reporting is another weak spot for our furniture business use case. The pre-built reports don’t match our needs very well. I want simple breakdowns of showroom booking conversion rates and sample request volume, but the reporting dashboard has too many irrelevant sales metrics meant for full-time sales teams. Building custom reports means picking through dozens of fields, and the visual charts aren’t easy to tweak. When leadership asks for a quick snapshot of incoming leads, I usually end up exporting the raw data and cleaning it up in Excel anyway.
I also find the contact import tool inconsistent. When I bulk upload new leads from our website inquiry forms, occasionally some contact fields get mapped incorrectly. Customer phone numbers wind up in the notes section, or furniture product interests don’t populate the right tags. That means I have to go through and fix dozens of contact entries manually after every upload.
What problems is the product solving and how is that benefiting you?
Freshsales really helps tie our customer lead tracking together, and it works alongside Gather, which I use to host virtual team gatherings at Urban Home Furniture Co. I’m our Office & Community Engagement Coordinator, so I balance customer inquiry admin with keeping our remote and on-site staff connected. Before Freshsales, all showroom booking requests, furniture sample inquiries and prospect messages were scattered between generic email inboxes, separate spreadsheets, and individual team members’ personal notes. It was easy for leads to get forgotten, or two people would accidentally reach out to the same customer. I spent hours every week just chasing our sales team for status updates, instead of focusing on team engagement work.
A good example was our fall promotion for custom living room furniture. Before Freshsales, all the leads coming from our website landed in a shared email folder. I’d manually copy each inquiry into a spreadsheet, tag the sales rep assigned to that lead, and send reminder emails to follow up. This process was repetitive and error-prone. Now, Freshsales automatically captures all incoming website leads and creates a dedicated contact record for every prospect. Each lead gets tagged based on what furniture they’re interested in — dining sets, custom sofas, bedroom collections, or showroom tours. I can assign leads directly to our sales team and track where each prospect sits in our sales pipeline.
The biggest win for our small furniture team is visibility. Everyone can open a lead profile and instantly see past messages, requested fabric samples, and scheduled showroom visits. No more guessing who’s handling which customer. The simple automation rules also save me tons of manual work. I set it up so customers get an instant confirmation email after submitting a showroom booking request, and the assigned sales rep gets an immediate alert. That cuts down on the repetitive email drafting I used to do every single day.
This also makes our team check-ins smoother. I pull lead status summaries from Freshsales, then hop over to Gather to host casual virtual team huddles. We can quickly go over new inquiries and follow-up tasks in those meetings.
Overall, Freshsales keeps our lead activity centralized so nothing slips through the cracks. It drastically reduces my manual admin burden. Instead of spending most of my week sorting emails and updating spreadsheets, I get more time to focus on what I love: building our workplace community and organizing team events on Gather to keep our hybrid staff feeling connected.
A good example was our fall promotion for custom living room furniture. Before Freshsales, all the leads coming from our website landed in a shared email folder. I’d manually copy each inquiry into a spreadsheet, tag the sales rep assigned to that lead, and send reminder emails to follow up. This process was repetitive and error-prone. Now, Freshsales automatically captures all incoming website leads and creates a dedicated contact record for every prospect. Each lead gets tagged based on what furniture they’re interested in — dining sets, custom sofas, bedroom collections, or showroom tours. I can assign leads directly to our sales team and track where each prospect sits in our sales pipeline.
The biggest win for our small furniture team is visibility. Everyone can open a lead profile and instantly see past messages, requested fabric samples, and scheduled showroom visits. No more guessing who’s handling which customer. The simple automation rules also save me tons of manual work. I set it up so customers get an instant confirmation email after submitting a showroom booking request, and the assigned sales rep gets an immediate alert. That cuts down on the repetitive email drafting I used to do every single day.
This also makes our team check-ins smoother. I pull lead status summaries from Freshsales, then hop over to Gather to host casual virtual team huddles. We can quickly go over new inquiries and follow-up tasks in those meetings.
Overall, Freshsales keeps our lead activity centralized so nothing slips through the cracks. It drastically reduces my manual admin burden. Instead of spending most of my week sorting emails and updating spreadsheets, I get more time to focus on what I love: building our workplace community and organizing team events on Gather to keep our hybrid staff feeling connected.
Sloane H.
Streamlines Sales Pipeline, Needs Better Reporting
Reviewed on Sep 18, 2026
Review provided by G2
What do you like best about the product?
I really value Freshsales for its customizable deal pipeline builder. It lets me tailor the stages to fit our cybersecurity SaaS sales cycle, and tagging deals by contract value is a breeze. I love that I can use the native webhook capability to push real-time deal updates through Zapier into our KPI platform, giving our leadership live pipeline metrics for quarterly business reviews. Its built-in contact access logs make maintaining CCPA compliance so much easier, saving us tons of time on audits.
What do you dislike about the product?
Freshsales’ native custom reporting is fairly limited for our complex cybersecurity SaaS metrics, so I often need manual CSV exports for QBRs. Webhook syncs to our KPI platform sometimes drop deal update events without clear alerts. Also, bulk contact record exports cap out, slowing us down when pulling prospect PII logs for our quarterly CCPA compliance audits.
What problems is the product solving and how is that benefiting you?
Freshsales solves our fragmented sales tracking, making revenue forecasts reliable by centralizing deal data. It eases CCPA compliance with PII logs management and supports real-time KPI updates via Zapier to keep leadership informed effectively.
Ryan S.
Streamlined CRM with Seamless Integration, Minor Hiccups
Reviewed on Aug 28, 2026
Review provided by G2
What do you like best about the product?
I really like the seamless native sync between Freshsales and our support ticketing system because it keeps IT reseller deal context visible for both sales and support teams. Freddy-AI lead scoring is a huge help, allowing our reps to prioritize promising vendor prospects, and the built-in telephony feature is a big plus since it eliminates the need for extra third-party calling software. Setting up visual pipelines and using the native telephony for vendor prospect outreach is great, and the shared inbox and CPQ quote workflows support our deal cycles well. I appreciate its ability to sync natively with our support ticketing system.
What do you dislike about the product?
Bulk-data imports give vague error notifications that slow cleanup for our IT reseller prospect datasets. Our custom CPQ quote workflows have limited flexibility for complex vendor deal structures. Zapier-driven automations occasionally hit sync delays when pushing deal updates. I still routinely audit stored prospect archives to keep our CRM records fully CCPA-compliant day-to-day.
What problems is the product solving and how is that benefiting you?
We unified our sales and support workflows with Freshsales, which focuses our reps on qualified leads using Freddy-AI and removed the need for separate calling tools.
Harjoth Sudan
Centralized lead tracking has given clear visibility into team performance and customer stages
Reviewed on Aug 04, 2026
Review provided by PeerSpot
What is our primary use case?
I use Freshsales to manage leads for a company that has customers. I handle customer relationships in one place where I mark them under bucketing, bucketing them under different stages to check how the sales guys are doing. These sales guys and clients work for our client, and I monitor their stages on Freshsales.
What is most valuable?
What I like most about Freshsales is that it gives clarity. It provides proper visibility because it is a CRM where I can monitor everything. Without this tool, I would have to do it either in Excel or manually. I can create reports around it. It is a shared CRM where everyone has access and whoever needs to report and monitor can do so.
What needs improvement?
What I dislike about Freshsales is that it is a bit complicated and the initial setup is very difficult. It takes a lot more time to customize it according to your stages and use cases. I also require an external person to set this up for me, or I have to hire someone specifically to set up the system.
Regarding the initial setup of Freshsales, I have to mention my stages, bucketing, and set up all the processes, including how the leads will flow and what the customer's cycle looks like. It takes at least a month or 45 days to set this up, process it properly, and check whether the automations and workflows are working. Then I onboard all the team members I want to use Freshsales. Thirty to 45 days is the rough timeframe I have realized. As I start using it, if I see any flaws, I correct them.
What do I think about the stability of the solution?
Freshsales stability is good. These guys are stable, and it is a very renowned company. Whenever they have any maintenance downtime, they notify me before I get notifications about it, but it is very rare. I do not have such issues.
What do I think about the scalability of the solution?
Regarding Freshsales scalability, adding a team and scaling it up is not a problem. However, setting up different processes and different life cycles is a bit complicated. If I onboard more team members and scale the team, it is not a problem at all. I can multiply it multifold very quickly and very easily. It is very simple.
How are customer service and support?
Freshsales does not require any maintenance on my end, but the vendor provides maintenance.
How was the initial setup?
Freshsales initial setup is a bit difficult. I have to mention my stages, bucketing, and set up all the processes, including how the leads will flow and what the customer's cycle looks like. It takes at least a month or 45 days to set this up, process it properly, and check whether the automations and workflows are working. Then I onboard all the team members I want to use Freshsales.
What about the implementation team?
For the deployment of Freshsales, usually vendors do it and they have a team for different processes. For this particular company, I know there was one guy who used to do it, but he has his backup team at the back end who also does certain other things based on the requirements.
Which other solutions did I evaluate?
When it comes to the pricing of Freshsales, most of them are very similar. HubSpot and Zoho are the two competitors I have used. Pricing-wise, it is doing good. I can negotiate it on a case-by-case basis, but it is not very costly. These three are very nearby in terms of pricing.
What other advice do I have?
I use some AI-driven insights with Freshsales. It shows some predictions based on scoring, but I do not rely on that much at the moment.
Regarding the predictive scoring in Freshsales, because I do not rely on it, there are certain other things which are answered but not on Freshsales. Not everything is marked on the CRM. For me, it is not very good. I usually do it according to my prior history and prior learnings. I do not rely on that very much, and I have not checked it properly. I just see it on the CRM, but I do not rely on or use it much.
I have used the workflow automation in Freshsales for bucketing, emails, and lead cycle. If I have to change them to a customer, I set up how I want them to onboard and what initial emails they should be getting. I have used it, and it is quite good, but it is a bit complicated. I have to set it up in great detail with what exactly should happen after each particular step.
I would rate this review 9 out of 10.
Alvin Y.
Poor Support, Limited Integrations and Little Visible Product Progress
Reviewed on Jul 30, 2026
Review provided by G2
What do you like best about the product?
Cheaper than Hubspot and Salesforce. Replaces Excel.
What do you dislike about the product?
We reported a Freshsales defect in 2025, and it remains unresolved. Despite months of correspondence, Freshworks has not provided a firm resolution date, a meaningful technical explanation, or a credible plan to fix the problem.
The response pattern has been consistently disappointing: apologize, claim the matter has been escalated, introduce another person or department, and then provide no substantive follow-up. More names are added, but nobody appears to take ownership and no solution is delivered.
The wider product experience is also concerning. Useful marketplace integrations appear limited, and there has been little visible development in the areas that matter to us. While competing CRMs are introducing practical AI integrations and expanding their ecosystems, Freshsales does not appear to be keeping pace. Our experience also raises doubts about whether existing functionality is being adequately maintained.
We continue paying for software with a known defect while receiving holding responses instead of measurable progress. Even basic questions, including what is blocking the fix, who is accountable, and when it will be resolved, remain unanswered.
The response pattern has been consistently disappointing: apologize, claim the matter has been escalated, introduce another person or department, and then provide no substantive follow-up. More names are added, but nobody appears to take ownership and no solution is delivered.
The wider product experience is also concerning. Useful marketplace integrations appear limited, and there has been little visible development in the areas that matter to us. While competing CRMs are introducing practical AI integrations and expanding their ecosystems, Freshsales does not appear to be keeping pace. Our experience also raises doubts about whether existing functionality is being adequately maintained.
We continue paying for software with a known defect while receiving holding responses instead of measurable progress. Even basic questions, including what is blocking the fix, who is accountable, and when it will be resolved, remain unanswered.
What problems is the product solving and how is that benefiting you?
Gives the CRM function to our organization.