A Freshsales CRM Review 2024: Pros, Cons & Pricing

What Does Freshsales CRM Do?

I distinguish Freshsales as a panoramic CRM solution that integrates essential business functions into one impeccable platform:

• Accessibility: Available through a web browser and mobile app, it allows customers to manage their relationships from anywhere.
• Customizability: Features customizable dashboards that users can tailor to their specific data viewing and management preferences.

Project Management Integration

• Unified Tools: Combines traditional CRM functionalities such as sales lead tracking and event management with advanced project planning tools.
• Kanban and Drag-and-Drop: This tool employs intuitive Kanban views and versatile drag-and-drop options for easy workflow customization and sales process adjustments.

AI-Driven Efficiency

• Automated Workflows: Powered by Freddy AI, it automates routine tasks, delivers strategic insights, and focuses efforts on high-value leads.
• Smarter Campaigns and Lead Management: Refined marketing campaigns and lead management processes, enabling capture, qualification, routing, and tracking of leads with increased efficiency.

Collaborative Features

• Unified Sales and Marketing: This application synchronizes sales and marketing efforts to provide a cohesive view of each customer’s journey, increasing communication and customization.
• AI-Enhanced Assistance: Reduces manual labor and boosts productivity, allowing businesses to focus on strategic growth and customer engagement.

Pricing 

Freshsales offers a tiered pricing structure designed to cater to various business needs, from startups to large enterprises. The company crafted each plan to scale with your business’s growth and complexity.

Freshsales frequently offers promotions and discounts, particularly for annual billing options, which can provide significant savings over the monthly pricing. Additionally, new users can save 10% on Freshsales with a one-time signup discount, applicable for the first year.

Free Plan

This plan is suitable for up to three users and is ideal for small teams just starting out. It allows businesses to explore essential CRM traits without any cost.

Growth Plan

Priced at $9 per user per month when billed annually (or $11 monthly), Freshsales tailored this plan for startups and SMBs that require efficient pipeline management and multi-channel engagement. It includes:

• Kanban View for Contacts, Accounts, and Deals
• Built-in communication tools (Chat, Email, Phone)
• Custom Fields and Basic Workflows
• Integration with Slack for contextual collaboration
• Mobile app access 
• 24×5 support

Pro Plan

At $39 per user per month when billed annually (or $47 monthly), the Pro plan is designed for growing and mid-sized businesses that need advanced capabilities and AI assistance. It builds on the Growth plan with:

• AI-powered Contact Scoring and Sales Emails
• Sharpens customization with advanced fields and auto-assignment rules
• Multiple Sales Pipelines and Account relationships
• Advanced Workflows and Customized Reports

Enterprise Plan

For $59 per user per month when billed annually (or $71 monthly), this plan supports mid to large-sized businesses with advanced customization and governance needs. It includes everything in the Pro plan plus:

• Field-level Permissions and Custom Modules
• Comprehensive Forecasting Insights by Freddy AI
• Sandbox for testing and Audit Logs for compliance

Add-ons

Configure, Price, Quote

Increase your sales toolkit with the ability to generate branded documents like invoices, quotes, onboarding documents, and contracts. Available for $19 per user per month.

Freshbots

Expand your engagement capabilities with additional Freshbot session packs, allowing seamless customer interaction across channels. Priced at $100 for 1000 Freshbot sessions, these chatbots are available on all Freshsales plans. 

What is FreshSales CRM Software Best Known For?

Freshsales CRM has earned a strong reputation among global businesses, including Evans Manufacturing, OmniPACS, and Shelton Development Services, for transforming sales processes and enhancing customer interactions through its robust and user-friendly features. 

Here are the key attributes that contribute to its positive reputation:

Efficiency and Automation

I highly praise Freshsales for its automation capabilities that streamline the sales process. My organization appreciates how it simplifies tasks such as navigation and follow-ups, making the sales cycle faster and more efficient.

Comprehensive Customer Data Management

Businesses value Freshsales for its ability to provide a comprehensive repository of customer and prospect data. The data storage empowers companies to easily access historical data and generate detailed reports on business performance.

Here are some features that make Freshsales noteworthy in the CRM space:

Email and Phone Integration

Facilitates communication by integrating email and phone services directly within the CRM, enhancing the efficiency of sales teams.

Advanced Automation

From capturing and assigning leads automatically to configuring complex workflows, Freshsales reduces the manual effort required in lead management.

Robust Mobile CRM

Keeps sales teams updated with real-time information on leads and deals, ensuring effective management even while on the move.

Industry Recognition

Freshsales is consistently recognized for its excellence. It is ranked highly on G2’s Top 20 CRM Software list and rated the #1 CRM for Small Business with a satisfaction score of 96%.

User Experience and Customer Satisfaction

Users acclaim Freshsales’s streamlined user interface that provides detailed insights into every customer interaction. This interface guarantees sales and marketing teams can offer personalized experiences and maintain alignment, significantly boosting customer satisfaction.

Freshsale CRM’s Key Features

Freshsales CRM is packed with powerful features designed to streamline sales processes, enhance marketing efforts, and improve customer relationships. Here’s a detailed look at some attributes that make Freshsales excel and make it a preferred choice for my business.

360-Degree Customer View

Freshsales CRM offers a holistic view of customer information, crucial for delivering personalized customer experiences. Having a holistic vision empowers my sales team with a unified perspective of each customer. I can make more informed interactions and decisions. 

• Modern Views (Table and Kanban): Visualize data effectively using different formats such as tables, lists, or Kanban boards. Flexibility is the efficient management of tasks and customer interactions at scale.
• Activity Timeline: I have chronological insight into how customers engage with my business across various platforms, including websites and apps. I can understand my customers’ journeys and identify potential engagement opportunities.
• Details Section: I could dig deeper into the specifics of the interactions with contacts across various modules and touchpoints. 
• Highlight Cards: I can quickly access crucial elements such as modules, activities, meetings, sales sequences, and recent contacts. 

Marketing Channels

Freshsales CRM provides tools to help you connect with customers directly from the CRM on their preferred communication channels. 

• Email Integration: Freshsales allows for polished two-way email synchronization. It guarantees that all correspondence is connected with the right contacts within the CRM. Merging emails helps create and send personalized campaigns using ready-to-use email templates, optimizing your email marketing efforts. 
• Chat Campaigns: I can effectively engage with my customers through personalized chat messages. Freshsales’ chat campaigns are trigger-based, designed to generate and qualify leads while reducing chat drop-offs. The platform also supports custom chatbots to streamline interactions and efficiently capture lead information.
• Phone (Holiday Routing): Freshsales enhances voice interactions with features like high-quality call capabilities, automatic call logging and recording, and detailed metrics monitoring. Additionally, it allows for sophisticated call management strategies such as holiday routing, greeting customization, and voicemail planning, ensuring that customer calls are handled professionally at all times. 
• Messenger: Extend your reach by interacting with customers across popular messaging platforms such as WhatsApp, Apple Business Chat, Facebook Messenger, and LINE. This integration ensures you can provide real-time support and maintain engagement across multiple channels.

Automation

Freshsales CRM enhances sales productivity by automating routine and complex tasks, boosting team efficiency across various sales operations.

• Workflows: Automate your sales processes to minimize manual effort. Use conditions or event-based triggers to streamline operations and ensure timely and effective actions.
• Sales Sequences: Set up dynamic outreach campaigns using day-based or behavior-based triggers. These sequences help manage follow-ups and reminders efficiently, keeping your outreach efforts on track.
• Territory Management: Efficiently segment and prioritize prospects using rules-based segmentation and built-in metrics to identify key territories and optimize your sales strategy.
• Auto-profile Enrichment: Gain deeper insights into your prospects with auto-filled data that pulls from social and publicly available information, providing a better context for your interactions.
• IntelliAssign: This hallmark automatically routes conversations to the most suitable customer expert or team based on skill level, conversation limits, and other criteria, enhancing response quality and customer satisfaction.

Deal Management

Freshsales CRM equips your organization with robust tools to close deals aptly and drive revenue growth by building and tracking customized sales processes.

• Multiple Sales Pipelines: Design custom pipelines that visualize each deal’s progress. Tailor sales stages to perfectly align with your business operations, enhancing clarity and control over the sales cycle.
• Weighted Pipeline: This trait enhances forecasting accuracy by assigning probabilities to different stages. It helps you track deal conversions and predict revenue more effectively.
• Configure Price Quote (CPQ): This tool streamlines the generation and tracking of invoices, quotes, and documents using custom templates. It also automatically syncs these documents with ongoing deals, simplifying financial management.
• Activity Goals: Set and monitor specific goals for your sales team based on closed deals and revenue generated. Goals can be tailored daily, weekly, or quarterly, providing clear targets and motivating performance.
• Product Catalog: Keep a detailed product inventory and manage pricing models, tax brackets, and discounts in various currencies. This centralization ensures pricing consistency and accuracy across transactions.
• Connect with Slack: Integrate smoothly with Slack to synchronize deal-related conversations between the platforms. This connectivity facilitates collaboration and ensures that your team stays aligned and informed.

Sales Intelligence

Freshsales CRM empowers your team to make smarter decisions and enhance productivity through comprehensive analytics and AI-driven insights.

• Contact Scoring: Utilize Freddy AI to score prospects based on their interaction signals, both positive and negative. The tool helps me identify and prioritize the most sales-ready leads. My team focuses their efforts where it counts most.
• Deal Insights: Gain predictive insights from Freddy AI, which analyzes historical sales data and recent engagements and activities to forecast the likelihood of deal closures. I can now do more strategic planning and target follow-ups.
• Next Best Action: Leverage intelligent suggestions from Freddy AI to optimize your schedule management. Detect out-of-office statuses, manage calendar entries, reschedule appointments, and set up tasks, streamlining daily sales operations.
• Sales Forecasting: Predict future sales performance and revenue trends based on an overarching analysis of past sales data. This forecasting ability enables you to target high-intent deals more effectively and adjust strategies to meet sales targets.
• Reports and Dashboards: Maintain a clear view of essential metrics through visual reports and dashboards. Whether pre-built or customized, these tools provide deep insights into team performance, sales cycle dynamics, and potential bottlenecks, guiding data-led decisions that drive success.
• Sales Reports: Keep track of your team’s performance with detailed reports on sales cycles, velocity, and activities. I can identify areas for improvement and ensure continuous optimization of sales processes.

Customization

Freshsales CRM offers extensive customization options, allowing you to tailor the CRM environment to reflect your business’s unique processes and requirements perfectly.

• Custom Sales Activities: Develop activities unique to your sales process, define the desired outcomes, and effectively track their progress. The CRM supports the specific actions that drive your sales success.
• Contact Lifecycle Stages: Monitor your prospects’ journey through customized lifecycle stages and substages. I can get a detailed view of each prospect’s progress and engagement level, enabling more targeted and timely interactions.
• Layout Customization: Adapt the CRM layout to fit your business structure by creating custom fields, groups, and modules. Having this kind of flexibility allows me to capture and organize information that is most relevant to my operations. Data management practices align with business needs.
• Multi-Currency and Multi-Language: Operate globally with support for over 150 currencies and multiple languages. My team can manage data and transactions in the preferred language. It provides usability and accessibility for a diverse workforce.

Governance

Freshsales CRM provides robust governance tools to define roles, manage permissions, and ensure comprehensive data security within your organization.

• Role-based Access: Control data access by creating specific roles within your team and assigning permissions at the record level. I can manage who can view and modify different types of information to secure sensitive data.
• Record Types: Customize data management by defining different record types across modules. Users can update and consume information relevant to their roles. It establishes efficiency and compliance with internal data policies.
• Scope and Permissions: Fine-tune data accessibility by configuring permissions for individual fields. You can determine the scope of access—whether global, restricted, or territory-based—thus maintaining strict control over critical data.
• Audit Logs: Maintain a detailed and chronological log of all actions taken within the CRM, including edits, deletions, and configuration changes. Audit logs are essential for tracking user activities and performing security audits. It keeps accountability across all levels of the organization.

Mobile Integration

Freshsales CRM’s mobile capabilities allow you to manage your sales effectively from your smartphone, enabling you to close more deals while on the move.

• Call Logs and Voice Notes: Enhance your call management by automatically logging calls and associating them with the correct contacts. Add voice notes during or after calls to provide valuable context for future interactions.
• Offline Mode: Stay productive even without an internet connection. Access data offline and sync it seamlessly once you are back online, ensuring no interruption to your workflow.
• Quick Links and Notifications: Gain instant access to documents through quick links and stay updated with real-time push notifications for upcoming meetings and tasks. It keeps you informed and prepared wherever you are.
• Google Maps & Uber: Easily locate contacts using Google Maps and conveniently hail an Uber directly from the app for on-site meetings, streamlining your travel arrangements.
• SMS: Send personalized SMS messages in bulk or individually and manage responses efficiently with integrations like Twilio, Zipwhip, and ClickSend, enhancing your communication capabilities.
• Zoom Meetings: Schedule or join Zoom meetings directly from your mobile device. It’s a convenient way to remotely connect with teams and clients without switching between different tools.

Integrations

Freshsales CRM integrates seamlessly with a wide range of applications to enhance functionality and connect with the tools you use every day. Here are some of the most critical integrations:

• Gmail
• DocuSign
• PandaDoc
• PayPal
• QuickBooks
• Xero
• Zapier
• Slack
• Outlook
• G Suite (Google Workspace)
• Gong
• Outlook

These integrations help optimize workflow, improve communication, and directly streamline financial and document management within Freshsales CRM.

Do I Find Freshsales CRM Easy to Use?

Having thoroughly studied Freshsales CRM, I can attest to its user-friendly interface and consistent experience. In 2024, the platform has refined its UI, making navigation a breeze and ensuring a pleasant user journey. 

Moreover, the training resources, documentation, and simple onboarding processes made it easy for me to get up to speed. From intuitive features to ample support, Freshsales prioritizes user satisfaction, making it an ideal choice for newcomers and seasoned CRM users.

Free Version Versus Paid Version

Comparing Freshsales’ pricing plans reveals that while the Free version offers basic functionalities like contact management and task tracking, paid plans (Growth, Pro, and Enterprise) provide more advanced characteristics such as visual sales pipelines, custom workflows, and predictive contact scoring. 

Upgrading unlocks many valuable benefits, like increased storage, advanced customization options, and more support. The free version is limited in terms of available features, storage, and support, making the paid plans more suitable for businesses with growing needs.

What Companies Work with Freshsales?

Freshsales CRM boasts a diverse clientele, including reputable organizations across various industries. Some notable companies rely on Freshsales for their customer relationship management needs.

• Sify
• Dunzo
• Pharmeasy
• Blue Nile
• Dyson
• MTR
• Cadence Health
• ipay 88

Suitability Assessment

Choose Freshsales If:

• You’re a small to medium-sized business looking for an affordable CRM solution with robust sales and marketing tools.
• Your sales team requires easy-to-use automation tools and AI-driven insights to simplify processes and boost productivity.
• You need a CRM that offers flexible pricing plans and scalable features to accommodate your growing business needs.

Avoid Freshsales If:

• You have a limited budget and seek a completely free CRM solution with no premium options.
• Your organization requires highly specialized CRM features that Freshsales does not offer.
• You prefer a CRM platform with extensive customization options and advanced integrations beyond what Freshsales provides.