Freshsales CRM Review


Updated · Aug 03, 2022

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Want to manage relations with your clients better? Freshsales CRM can help. This Freshsales CRM review will address both its strengths and weaknesses to help you evaluate if it’ll suit your needs or not.

Free version


Support availability


Lead management


Activity timelines




Product catalog




Web forms



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Freshsales CRM logo

Minimum Price Free

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Best for: Small & medium-sized companies.

Strengths Email tracking
Strengths Customizable
Strengths Audit logs
Strengths Multilingual
Weaknesses Limited integration options
Weaknesses No offline contact access
Weaknesses Some features are hidden

What Is Freshsales CRM? 

Freshsales CRM is a customer management and sales process streamlining solution. Freshworks was designed to help sales teams close deals faster

This customer relationship management software handles leads, automation, marketing, customer insights, and engagement, amongst other things. Freshsales also works well with other business solutions for the bigger picture: higher productivity and client satisfaction. 

Now, let’s take a look at the Freshsales CRM features!

Freshsales CRM Features

Here are some goodies that you’ll get to enjoy with this solution.

Lead Management

Managing leads can be hectic if you don’t have a proper solution to help you out. That’s especially so if you have many prospects to convert into paying customers.

You might forget who said to call on what date, who's ready to sign up, whо's thinking about it, and so on.

This is where Freshsales lead management comes in.

It gives you two options to build your contact list. You can pull them from your emails right into your CRM dashboard or import them from Excel or CSV. 

It also has a section that shows you a lead’s interaction with your sales team, site, or app. Regarding things like:

  • Demo requests
  • Pageviews
  • Webinar attendance
  • Appointments
  • Email exchanges

Freshsales also offers a variety of ways to communicate with your potential customers. You can either call, chat or email them right from your dashboard. 

In addition, it allows you to route your leads to salespeople depending on their proximity to a customer. The last thing you want to do is erroneously assign a lead to a salesperson in a different region. 

As if that’s not enough, it populates your prospect’s social profiles automatically. That enables you to learn more about them.

Freshsales Automation

Doing repetitive tasks can be a nuisance because they waste time and energy that you could spend on more pressing duties. 

Luckily, Freshsales can help you automate your workflow to eliminate that. You can set it such that specific actions/conditions, dates, or times could trigger certain activities like:

  • Sending welcoming emails to new leads
  • Raising invoices
  • Field updating

In a nutshell, if you automate redundant tasks, your team can focus on other areas of your business, for instance, prospecting for more sales opportunities. 

Activity Timeline

When reading different Freshsales reviews, I couldn’t help but notice that users claimed that it helped them complete their sales cycles faster. 

Of course, I had to find out for myself.

I discovered that it tracks sales activities, allowing you a 360° view of each. Therefore, you’re able to tell which deals are likely to close faster, so you concentrate on those before another business does.  

What’s more is that with this feature, you can seamlessly plan for things like events or appointments

It gets better!

If you have a remote team, you can use Check-in to keep them in the loop. It delivers your communication straight to the Freshsales team inbox, so no one stays in the dark.

You can even set reminders and alerts so you never miss an event. 

Customizable Web Forms

A good salesperson looks for new leads at every opportunity. So, don’t let the people visiting your website go to waste. 

This is where Freshsales web forms come in. You can create them from scratch, either using Classic or Smart forms. 

Classic forms allow you to capture leads through “Contact Us” or sign-ups on your website. Their purpose is to send the visitor details directly to your CRM.

On the other hand, Smart forms let you use pre-existing site forms and track page views or downloads.  

The beauty of this is that there’s no coding involved. Plus, you can customize the documents to suit your brand needs - fonts, colors, etc. You can also check and uncheck the stuff you want your clients to fill, for instance:

  • Name
  • DOB
  • Gender

The Freshsales forms feature isn’t difficult to find at all. Here’s how:

  1. Go to Setting > Admin Settings, and Voila!

Freshsales CRM webforms


Studies show that making sales projections are necessary for planning and budget allocation.

Freshsales Forecasting displays a hierarchical view with forecast periods and quota metrics containing the values of expected deals.

It also gives you a nice breakdown of users to bring in the sales per quota. Additionally, you can see who has won deals.

Freshsales Reports

Freshsales compiles several reports to help you analyze how the sales department is doing. Examples include:

  • Standard
  • Sales cycle
  • Velocity
  • Custom
  • Sales activity

Data security

Most of your staff are probably honest and law-abiding citizens. But what would be the impact on your business if one of your employees wasn’t?

Luckily, Freshsales has a few ways to protect your information

One of those is audit logs. With statistics showing that audits can help prevent up to 15% of fraud cases, they’re definitely a necessity. 

This platform tracks everything users delete, create, or change. It displays everything in chronological order in case you’re looking for something from a particular date or time.

Freshsales user roles are yet another way to enhance safety. They let you assign permissions to specific records

That’s not all. The software also lets you set field rights. So not everyone sees sensitive data.

Product Catalog Management

You can create catalogs complete with taxes, prices, and discounts with the Freshsales Products module. A few clicks are all it takes to add your images, descriptions, variations, and categories. Plus, it does auto calculations to eliminate errors.

This tool can come in handy when your product portfolio expands. As it can become challenging for you to recall-related information.

What’s more, is that you can import different merchandise from either. XLSX or. CSV files. 

Customizable Freshsales Email Templates

This company's email marketing will propel your efforts to reel in those buyers even more.

It has flexible templates that you can fine-tune to reflect the ever-changing business trends. Additionally, you can send your emails as soon as you write them or schedule them for later. All it takes is just a few clicks.

Then there’s the Freshsales bulk email option that allows you to send to several people at once. 

Freddy AI

Freddy is an assistant that uses artificial intelligence to understand consumer behaviour and gives recommendations on the course of action to take. 

That could be:

  • Going cold without followup
  • Slot meetings in your calendar
  • The best mode of communication to use with a client 

Note that Freddy only supports English, Dutch, German, French, Italian, Portuguese, and Spanish.

It also lets you set up bots to engage your prospects once they visit your website. They’re capable of instantly and accurately answering questions or taking bookings on your behalf and notifying you. 

Freshsales Integrations

Freshsales doesn’t offer that many integration options. However, you can use Zapier to connect to over 3K apps. 

Here are some examples of native applications that you can link with:

Freshsales CRM Customer Support

Freshsales support is available 24/5 on the following channels:

  • Phone
  • Email 
  • Chat

I interacted with the customer service department via the Freshsales live chat. My experience here was mixed. 

The first and second contact persons went over and beyond to help. They were knowledgeable and handled my queries in a friendly yet professional manner. 

The third client support rep appeared unsure of the company’s products. They actually turned down my request to speak with management and that they would get back to me.

Freshsales CRM Ease of Use 

To write this Freshsales CRM review, I experimented with it firsthand to gauge its user-friendliness. 

Freshsales CRM has a bit of a learning curve because it has so many elements to digest. 

However, you and your team can have it down in a day or two. Once you get the hang of it, you’ll see that it’s straightforward to use.

The company goes to great lengths to explain all the features with clarity. It’s super intuitive, and the interface is also uncluttered, allowing you to find whatever you need effortlessly.

My experience with it was flawless. I could efficiently perform most tasks, like importing my contacts, creating campaigns, and chat reports. I was also able to quickly check things like my deals, activity, activity goals, and forecasts.

Here’s what a Freshsales dashboard looks like:

Freshsales CRM user interface

Comparison Table 

Here is a comparison table for Freshsales vs. Zoho, Salesforce, HubSpot, Pipedrive, and Zendesk. 








Ease of Use








*Lead mngt.




*Bulk emails

*Reports & analytics

*Customizable web forms

*Multichannel communication


*Lead mngt

*Process rules

*Reports & analytics



*Reports & dashboards

*Lead mngt.

*Acc. Mngt

*Opp. Mngt.

*Sales data


*Deal tracking


*Email tracking



*Comm. tracking

*Lead tracking



*Deal followup

*Privacy and security

*Deal mngt.



*Answer bot

*Analytics & reporting



Minimum price














Customer support







Freshsales CRM Pricing 

Freshsales doesn’t have a money-back guarantee. However, it has a 21-day free trial. 

Freshsales pricing is:



Contact management and life stages, 24/7 support



Free + one visual pipeline, sales sequences, and product catalog



Growth + multiple visual pipelines, chat campaigns, and AI-powered deals



Pro + custom modules, audit logs, and auto profile enrichment


Freshsales has both its strong and weak points. For instance, it has limited integrations. However, Zapier can help connect to more apps. In addition, you can't access contacts while offline. The good thing is that you can do your updates then sync when you connect with the internet. 

Freshsales CRM reviews praise it for being so feature-rich. Plus, it's lightweight and has a very sensible pricing structure. In a nutshell, it’s worth a try.  


Is Freshworks the same as Freshsales?

Yes, and here’s a simple explanation. 

Freshsales used to be Freshworks. That’s until its founders, Girish Mathrubootham and Shan Krishnasamy, rebranded to the former in 2017. 

Is Freshsales easy to use?

Freshsales has a steep learning curve, but that doesn’t mean that it's hard to use. Once you familiarize yourself with it, it becomes very straightforward to use.

How do I use CRM Freshsales?

This Freshsales CRM review highlights the many ways that you can use it. Some of them include:

  • Lead management
  • Workflow automation
  • Bulk emailing
  • Handling activity timeline
  • Creating catalogs and webforms




Eve is a lover of everything technology. Figuring out how software works and creating content to shed more light on the value it offers users is her favorite past time. When not evaluating apps or programs, she's busy trying out new healthy recipes, doing yoga, meditating, or taking nature walks with her little one.

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