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Freshsales CRM: Review

What is Freshsales?

Founded in 2011, Freshsales CRM is owned by the popular Freshdesk, and is based right here in the United States. Freshsales Customer Relationship Software is a full-fledged online-based CRM that was made for high-velocity sales teams.

Intended Users

Freshsales is a CRM product for companies and teams of all sizes from SMBs (small-medium businesses) and large enterprises alike. This CRM is built in order to cater to the needs of salespersons across all industries and markets.

That being said, Freshsales CRM is often used in e-commerce, Hospitality, and Real Estate.

Deployment

  • Web, Saas, Cloud
  • Mobile

Features at a Glance

  • Contact Management
  • Interaction Tracking
  • Document Management
  • Lead Management
  • Lead Scoring
  • List Management
  • Territory Management
  • Referral Tracking

Features

Freshsales CRM is packed with features like integrated email, built-in phone, user behavior tracking, reporting, deal management, and much more.

Lead Management

  • 360-degree Customer View
  • Lead Scoring
  • Auto Profile Enrichment
  • Segment and Organize your Team
  • Auto Lead Assignment
  • Appointments, Tasks, and Notes
  • Bulk Actions
  • Rose Based Access
  • Custom Views
  • Automation
  • Web-to-Lead
  • Smart Fields

Contact Management

Deal Management

With this feature, you can get a complete visibility of your deals across their stages. See how many deals are in each stage and filter/sort them by expected close date. Make smarter decisions to guide and move them up the sales ladder.

  • Visual sales pipeline
  • Deal status
  • Simple drag and drop navigation
  • Action-oriented follow-ups
  • Track deals on the go
  • Customize sales process
  • Pipeline dashboard
  • Identify bottlenecks
  • Deal funnel view
  • Filter and sort deals
  • Lost deal analysis

Email Management

When it comes to customer relationship management, having an effective email management system (and using it) is important.

  • In-depth customer insights
  • Website and in-app tracking
  • Activity timeline
  • Behavior-based segmentation
  • Advanced lead scoring
  • Email tracking
  • Enrichment
  • Web-to-lead
  • Segment integration
  • Smart fields
  • Open & click notifications

User Behavior Tracking

Lead Scoring

Spot and focus on leads that matter the most using lead scoring. You can prioritize follow-ups by those who are sales-ready and those who need a little more nurturing.

Territory Management

Event Tracking

  • Website and in-app tracking
  • Activity timeline
  • Advanced lead scoring

Sales Analytic Reporting

Customized reports are important to a successful business and this CRM makes good use of reporting.

  • Customize reports
  • View visual sales reports
  • Revenue analytics
  • Deeper analytics
  • Preview reports
  • Visual reporting
  • Lost deal analysis
  • Share reports
  • Territory reports
  • Pipeline reports
  • Email metrics

Mobile CRM

The mobile CRM makes using Freshsales easy and convenient.

  • Customer data is at your fingertips, anywhere you are
  • 360 degree customer view
  • Jot down some notes
  • Change stages easily
  • Track deals
  • Call or send emails to customers
  • Search anything in your system
  • Sort by lead score, value, stage, etc.
  • Access views
  • Get directions
  • Quick actions

Built-in Phone

With this feature, there are no hardware or software installation costs. No set-up charges either. You can simply click on a phone number to place calls directly from the Freshsales system.

You can also do the following with this feature:

  • View entire conversation history
  • Assign numbers to your team
  • Automatically log calls
  • Personalize welcome and voicemail messages
  • Forward call
  • Call history
  • Know who is calling
  • Record calls
  • Tasks & appointments
  • Pay for the minutes

Integrations

Integrations include:

  • Freshdesk (in which Freshsales is owned by)
  • Freshchat
  • Segment
  • Google CalendarImage result for free trial freshsales

Plans & Pricing

There are four different plans you can choose from, all of which offer impressive pricing.

  • Sprout (Free)
  • Blossom
  • Garden
  • Estate

Included in all plans (incl. the free Sprout plan) is 24/7 email support and 24/5 telephone support.

For a comprehensive list of features and how they fit into each plan, take a look here: https://www.freshsales.io/crm-features/

Free Version

Freshsales CRM offers a free version for small teams. You can use this software completely free and can upgrade it if need be, as your team or business grows.

Image result for support

Training and Support

  • Documentation
  • Webinars
  • Live Online Training
  • 24/7 Live Representative Support
  • Email: support@freshsales.io
  • Phone: +1 866 832-3090

Image result for free trial freshsales

Free Trial

There is a free trial of Freshsales CRM for 30 days. All you need is to give your name, email, company name, a custom domain name of your choosing, and a phone number.

Free Trial: https://www.freshsales.io/signup/

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Freshdesk: Review

Founded in 2010, Freshdesk has succeeded in becoming one of the most well-known cloud-based CRM softwares on the market. With a range of powerful customer-driven features, this easy to use CRM allows companies to offer a seamless, multi-channel support system across the phone, the internet, forums, social media, email, mobile apps, and more.

Intended Users

Freshdesk can be used for all company sizes, Small to Large. This CRM has the capability and robust features to keep up with any size organization.

With over 80,000 current customers globally, any type of company can benefit from Freshdesk. For example: SolarCity, 3M, Hugo Boss, Cisco, University of Pennsylvania, etc…

Based on the affordability and features, this CRM is suitable for the hospitality industry, retail environments (brick and mortar as well as online), IT, insurance, utilities, and other companies.

Deployment

  • Cloud, SaaS, Web
  • Mobile

One of the best parts about Freshdesk’s CRM is that it is entirely web-based, and data is stored in the Cloud. This makes capacity nearly endless, the speed extremely quick, and allows flexibility in accessing this CRM.

The supported OS’s (operating systems) include:

Windows, Mac OS, Linux, HP-UX, Solaris, Unix, IBM OS/400, Web Browser (OS agnostic)

Features

By offering a genuine multi-channel customer support system, this CRM can bring every customer conversation and put it into a centralized interface that is easy to read, easy to use, and organize. Your customer support staff can address issues and resolve trouble tickets with ease.

Customers contact through a variety of ways, from phone calls, email, contact forms, internet chat, social media, and applications, so Freshdesk makes sure that they are capable of helping address customer concerns in all of the ways customers contact you.

Freshdesk can help you:

  • Manage Multiple Groups, Escalation Procedures, Workflows
  • Multiple Products
  • Multiple Brands
  • Automate Multiple Processes
  • Automate Route Tickets to Appropriate Support Agents
  • Multi-Language and Multi-Timezone Capabilities

Customer Communication

Integrations

With Freshdesk, you can also integrate with other leading CRM softwares including:

  • Freshdesk
  • Pipedrive
  • Insightly
  • Nimble
  • Pipeline Deals
  • Salesforce
  • Solve
  • Zoho CRM
  • Batchbook Social CRM
  • Capsule
  • Collabspot
  • Highrise

Social Media App Integrations

With the ability to integrate into other CRM softwares and over 60 tools, Freshdesk CRM is able to pull up customer records and see customer history in an instant.

Security

Freshdesk CRM’s data center is EU safe harbor compliant and all plans include SSL Encryption to keep customer and company data safe. Servers are hosted in a world class data center with 24 hour security and surveillance. Freshdesk software is also continuously up to date with the latest security patches.

Plans and Pricing

Full pricing details here: https://freshdesk.com/pricing

There are 5 Freshdesk plan available: Sprout (free version), Blossom, Garden, Estate, and Forest.

Sprout Plan

The Free Version of this Freshdesk CRM is Sprout.

  • Price: FREE
  • Agents: 3
  • Email Ticketing
  • Reusable replies with canned responses
  • Automatic email notifications
  • Custom ticket views
  • Add tags to tickets, contacts, and solutions
  • Merge and split tickets
  • Add public and private notes to tickets
  • Add watchers to a ticket
  • Traffic cop
  • Assume identity of other agents
  • Send outbound email
  • Export tickets

Multi-Channel Support

  • Standard Phone Channel

HelpDesk Automation

  • Automatic ticket assignment using Dispatch’r
  • Time-triggered automations using Supervisor
  • Event-triggered workflow automations with the Observer
  • Multi-task workflows with one touch Scenario automations
  • Email commands

SLA Management

  • Business rules management through SLAs
  • SLA reminders
  • Escalation email for SLA violation

Knowledge Base

  • Email to knowledge-base
  • Ability to edit meta title, keywords, and description
  • Suggested solutions

Mobile Customer Support

  • Freshdesk for iOS
  • Freshdesk for Android
  • Mobile optimized HTML5 App

Ticket Forms

  • Customizable ticket forms
  • Dependent fields in ticket forms
  • Customizable popup and embedded Feedback widget

Reporting

  • Agent and group performance
  • Export reports

Customization

  • Custom apps
  • Public customer portal customization

Security

  • Single sign on
  • Single sign on with SAML
  • Advanced password policy for agents and customers

Apps

  • CRM Apps
  • Email marketing
  • Over 50+ Applications

Reporting

Blossom

  • Price & Users: $16 / Agent / Month
  • Email Ticketing
  • Reusable replies with canned responses
  • Automatic email notifications
  • Custom ticket views
  • Add tags to tickets, contacts, and solutions
  • Merge and split tickets
  • Add public and private notes to tickets
  • Add watchers to a ticket
  • Traffic cop
  • Assume identity of other agents
  • Send outbound email
  • Export tickets
  • Time tracking
  • Integrate customer satisfaction surveys

Multi-Channel Support

  • Standard Phone Channel
  • Multiple incoming and outgoing mailboxes
  • Add unlimited Twitter accounts
  • Add unlimited Facebook pages

HelpDesk Automation

  • Automatic ticket assignment using Dispatch’r
  • Time-triggered automations using Supervisor
  • Event-triggered workflow automations with the Observer
  • Multi-task workflows with one touch Scenario automations
  • Email commands

SLA

  • Business rules management though SLAs
  • SLA reminders
  • Escalation email for SLA violation

Knowledge-Base

  • Email to knowledge-base
  • Ability to edit meta title, keywords, description
  • Suggested solutions
  • Community Forums

Mobile Customer Support

  • Freshdesk for iOS
  • Freshdesk for Android
  • Mobile optimized HTML5 App

Ticket Forms

  • Customizable ticket forms
  • Dependent fields in ticket forms
  • Customisable popup and embedded Feedback widget

Reporting

  • Agent and group performance
  • Helpdesk in-desk report
  • Export reports
  • Save reports

Customizations

  • Custom apps
  • Public customer portal customization
  • Custom domain mapping

Security

  • Single Sign On
  • Single sign on with SAML
  • Advanced password policy for agents and customers

Apps

  • CRM Apps
  • Email marketing
  • Satisfaction surveys
  • Time tracking and invoicing tools
  • 50+ applications

Garden

  • Price and Users: $25 / Agent / Month

You receive everything from the Blossom plan, plus:

  • Freshdesk’s Integrated Live Chat

SLA Management

  • Multiple SLA policy
  • Multiple business hours
  • Product, group, and company level SLAs

Global Support

  • Multilingual Knowledge Base
  • Dynamic Email Notifications
  • Multiple Time-Zones

Multi-Product

  • Product level knowledge-base and community forums

Reporting

  • Ticket drill down in reports
  • Save reports
  • Schedule reports

Customizations

  • Full CSS customization
  • Custom domain mapping

Automated Tasks

Estate

  • Price and Users: $40 / Agent / Month

You receive everything in the Garden plan, plus:

  • Agent collision detection
  • Facebook in-sync app
  • Automatic ticket assignment within group (Round robin)
  • Dynamic ticket forms

Reporting

  • Performance distribution
  • Ticket volume trend
  • Top customer analysis

Customizations

  • Customizable agent roles
  • Complete layout customization
  • Access to FreshThemes gallery

Security

  • Custom SSL certificates (default free)
  • Helpdesk Restriction

Forest

  • Price and Users: $70 / Agent / Month

You receive everything in the Estate plan, plus:

  • Advanced Phone Channel
  • IP Whitelisting
  • Custom Email Servers

 

Free Trial

You can get started with Freshdesk for free for 30 days at: https://freshdesk.com/signup.

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