What is Freshworks CRM?

Freshworks is a solid CRM that offers advanced sales and marketing tools at every pricing tier. Keep teams aligned through Freshworks` 360-degree customer profiles, and create timely, multichannel outreach through email and chat campaigns. Freshworks also offers an AI-powered assistant and salesforce automation. What`s not to love? Namely, the strict records caps that may get in the way of your ability to scale.

Ease of Use

Freshworks offers too many features to be described as simple to use. However, the platform is intuitive and inviting, and most of the tools are straightforward. You may need a little help onboarding staff. But the attention to design and overall functionality means you can learn the ropes quickly.


Custom dashboards let you cut through the noise and put the information you need front and center. You can drag and drop widgets (AKA dashlets) in the order you prefer or remove them entirely. Data can be visualized in several ways—scorecards, donuts, bar graphs, and more.

You also have the option to customize fields for contacts, leads, accounts, and deals. Freshworks` data columns and filters are also customizable.

While Freshworks doesn`t offer the endless customization options of competitors like Salesforce and Zoho, you can build the CRM around the information your team needs most.

Contact Management

Instead of manually entering your contacts, you can import them through a CSV file. Once your contact database is populated with records, you can customize your view. Add and remove columns with just a click, and easily filter data according to your priorities.

When you click on a contact, it opens up the full client profile. You`ll find the usual suspects here, like phone numbers and email addresses. You can also see their deal stage and contact score. Freddie, your AI assistant, assigns these scores. They`re based on patterns found in your historical data, plus engagement level and web activity. You`ll not only get the number but an arrow indicating whether the score has been going up or down. It`s a simple visual tool that helps you catch contacts before they drop out of a deal.

In the bottom right of the contact record, you`ll find an advice corner from Freddie. He`s always in the background, analyzing data and predicting your next best move to close a sale. You can accomplish most of Freddie`s recommendations without leaving the record. Assign tasks, schedule meetings, make calls, and send an email, all from your contact page.

Sales Automation

With contact management, AI insights, and lead scoring, Freshworks already offers a strong platform for sales. But the CRM doesn`t stop there—you also get salesforce automation.

Their Sales Sequences feature lets you automate customer outreach across multiple channels—SMS, email, and social media. Using Freddie`s insights, you can set up a target audience list. Then, create a sequence of automated steps, such as send an SMS welcome, mail a newsletter, or set a call reminder.

The sales sequences come in two types: Classic and Smart. A Classic Sequence runs on a timed schedule, such as sending a newsletter once a month. The Smart Sequence is based on engagement activity. For example, you could program a follow-up email for customers who have abandoned their eCarts.

Sales sequences help you scale your customer outreach by automating reminders, follow-ups, and top-of-funnel activities. Reps then have more time for nurturing relationships, finding new business, and closing deals.

Marketing Campaigns

Freshworks has a vast assortment of customizable email templates to choose from. Use the drag-and-drop editor to make them yours. You can also preview the mobile version of your campaign to ensure it presents well on any device.

Campaign analytics: Freshworks goes beyond the usual email metrics of open, clicks, and unsubscribes. You can take a granular look at how each campaign performs, including:

Opens by timeOpens by segmentOpens by deviceOpens by locationOpens by subscriber. In just a click, you can share these insights with your team using easy-to-digest graphs. With Freshworks, it`s clear which channels and content perform best.

Optimal send times: Freddie can analyze customer behavior and tell you the best times to launch a campaign.

Chat campaigns: Every marketer knows you need to meet your customer where they`re at. But most CRMs neglect the power of SMS to reach customers. Freshworks sets this right with targeted chat campaigns.

You can segment your audience then nudge them toward a specific action. For example, if you have a set of customers that can`t quite make up their mind to buy, Freshworks can send a bulk SMS offering them a discount. Freshworks integrates with most modern messenger services, including WhatsApp, Apple Chat, Line, Facebook Messenger, and mobile phone.


  • Customization
  • Automation
  • Telephony SMS campaigns
  • Multiple pipeline management 2000 bulk emails/user/day
  • Task management
  • Email automation 10 sales campaigns/user 50 intelligent workflows
  • Pipeline management
  • Reports and analytics
  • Advanced reporting
  • Advanced CRM customization
  • WhatsApp Business
  • Marketing automation
  • Freddy AI Mobile
  • Territory management
  • API access
  • Funnel reporting


  • Free trial - yes
  • Growth - $29 per user per month billed annually
  • Pro - $69 per user per month billed annually
  • Enterprise - $125 per user per month billed annually


  • Live support
  • Business hours
  • Phone
  • Video
  • Academy
  • Training
  • FAQs
  • Support plans
  • Email
  • Tickets