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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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Really Simple Systems: Review

Intended Users

Really Simple Systems is an affordable and highly respected CRM software intended for SMB (small and medium businesses).

This cloud-based customer relationship management software is straightforward and offers a range of features relating to sales, customer service, account management, marketing, campaigns, and mobility.

This software is secure enough to be used by law firms, financial institutions, government agencies, and other customers from a variety of industries.

Platforms

  • PC: Mac, Windows, Linux

Supported Operating Systems:

  • Windows 7
  • Windows Vista
  • Windows XP
  • Mac OS
  • Web Browser (OS Agnostic)
  • Windows 2000
  • Windows 8
  • Windows 10

Deployment

  • Cloud, SaaS, Web-Based

Features

The sales modules include the following features:

  • Contact
  • Opportunity
  • Activity
  • Task Management
  • Document Management

The marketing modules include:

  • Email Marketing
  • Campaign Management
  • Lead Capture
  • Lead Segmentation

The customer support modules include:

  • Ticket Management
  • Ticket Prioritization
  • Service Level Agreement (SLA) Management
  • Website Integration

All of the modules in this software include a variety of analytics and reporting features.

Security

Real Simple Systems CRM software has a 99.9 percent uptime due to its real-time data replication between two separate data centers. You are virtually guaranteed that your software will be up and running even if one data center is experiencing technical difficulties. This redundancy is secure.

The two data centers are located abroad, in the U.K., which means that your customer information is protected by the EU (European Union) privacy laws.

Your data is kept safe with a sophisticated data encryption and features verticals with stringent data security as well as privacy requirements.

 

Plans & Pricing

There are three plans available: Free, Premium, and Enterprise. The Free plan is detailed in the “Free Version” section below. The other two plans are a pay per month plan.

Premium Plan

Users: Up to 10

Price: Starting at $8 per month

You get two free users and 200 accounts pay-as-you-go. You can easily add more accounts, users, and features as you need them. The price additions will be added to your monthly fee.

The third and subsequent users will make this plan $15 per month. The pricing is a pay as you go monthly fee and is customizable – you can add as you go along.

Within this plan, you receive the following Sales features:

  • 100 Free Accounts, then
    • 200 accounts for $8
    • 300 accounts for $12
    • 300 accounts for $18
    • 500 accounts for $30
    • Additional 1,000 $24

The marketing module features:

  • Simple Marketing for $24 / month
  • Email Marketing (up to 50,000 emails / month
  • DribbleMail
  • Advanced Marketing: $50 / month
  • Campaign Management
  • Drop Marketing
  • Web Transactions

You also receive:

  • Unlimited Contacts
  • Unlimited Tasks and Activities
  • Unlimited Opportunities
  • Linked Accounts
  • Custom Fields on all Objects
  • System Designer for $15 / month

Integrations include:

  • Xero, KashFlow, SageOne Accounting
  • Mobile and Tablet Versions
  • Outlook Integration
  • Google Sync
  • MailSync for $8 / user / month
  • API for $15 / month (5,000 calls / month)
  • Advanced Import ($15 / month)
  • Web Transactions (included with Advanced Marketing)

Reporting features:

  • Listing Report Writer
  • Sales Forecast Report Writer
  • Custom Reports
  • Advanced Reporting for $15 / month

Security

  • SSL Encryption
  • Downloadable Backup
  • Role Based Permissions for $8 / user / month

Document Storage

  • 100 MB Free,then from $8 / 100 MB / month

Payment Terms

  • Monthly payment by credit or debit card. Cancel any time.

Enterprise Plan

Users: Tiered pricing for 40+ Users

Price: from $50 per user / month

This plan is an all-in-one solution that offers advanced features and unlimited accounts, contacts, tasks, and more.

The sales features include the following Unlimited:

  • Accounts
  • Contacts
  • Tasks
  • Activities
  • Opportunities
  • Linked Accounts

The marketing module offers the following:

  • Advanced Marketing ($50 a month)
  • Email Marketing (up to 50,000 emails a month)
  • DribbleMail
  • Campaign Management
  • Drip Marketing
  • Web Transactions

The Enterprise plan also offers a special Service Desk Module, which offers the following:

  • Case Management
  • Service Level Agreements
  • Escalation

Customization:

  • Custom fields on all objects
  • System Designer

Among the integrations offered in the Enterprise plan are:

  • Xero, KashFlow, SageOne Accounting
  • Mobile and Tablet Versions
  • Outlook Integration
  • Google Sync
  • MailSync
  • API (50,000 calls / month)
  • Advanced Import
  • Web Transactions (included with Advanced Marketing or CS&S)

Reporting features:

  • Listing Report Writer
  • Sales Forecast Report Writer
  • Custom Reports
  • Advanced Reporting
  • Customizable Dashboard

Security features include:

  • SSL Encryption
  • Downloadable Backup
  • Role Based Permissions
  • Object Level Permissions
  • Field Level Permissions

Document Storage

  • 1 GB included, then $50 / GB / month

Payment Terms

  • Monthly by credit or debit card for 5 users or less (or fee is invoiced quarterly in advance). You can cancel your plan any time.

Free Version

Really Simple Systems offers a free edition that gives users sales force automation. For marketing and customer service, you will have to purchase one of the paid versions.

You can sign up for Really Simple Systems Free CRM software at the following link: https://www.reallysimplesystems.com/free-crm/.

With it, you receive the following:

  • Account Management
  • Contact Management
  • Tasks and Activities

  • Report Writers
  • Opportunities Forecasting
  • Sales Forecasting
  • Attach Documents
  • Free CRM Support

The Free Version has a limit of 100 company records and two users. You can upgrade at any time.

 

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Insightly CRM for SMB: Review

Intended Users
Founded in 2010, Insightly CRM was created for use by SMB’s (Small and Medium Businesses) that have anywhere from 1 to 500 employees. This CRM system offers new features that will upgrade you from contact information on spreadsheets to a comprehensive customer relationship management system that has automated perks that could significantly help your SMB.

insightly_crm_infographic_12814_lr

Deployment
– Cloud, SaaS, Web
– Mobile: Android Native
– Mobile: iOS Native

screenshot2

Training
– Documentation
– Live Online
– Webinars

crm-white-paper-340x265

Support
– Online
– During Business Hours

contact-details

Features Included in All Plans
– Campaign Management
– Document Management
– Contact Management
– Email Marketing
– Interaction Tracking
– Lead Management
– Project Management
– Marketing Automation
– Referral Tracking

record-navigation

– Territory Management
– Social Media Integration
– Reporting
– Event / Calendar Management
– Mass Email
– Email Templates
– Recycle Bin
– iPhone and Android Mobile Apps

starting-g-hangout-in-insightly

Integrations:
– Access to Insightly API
– G Suite
– Evernote
– Box
– Dropbox
– Google Drive

MailChimp Integration

MailChimp Integration

– Microsoft OneDrive
– Outlook 2013
– QuickBooks Online
– Office 365
– Xero
…and more! See: https://www.insightly.com/integrations/

Example of Xero Integration with Insightly

Example of Xero Integration with Insightly

Security and Support:
– Online Knowledge Base and Community
– Military Grade AES-256 Encryption
– Automatic Server Backups
– SOC 2 Compliant

No setup fees, no upgrade fees, and no contracts!

insightly-happyfox-integration

Free Version
Before getting into the details of plans and pricing, there is a Free Version of Insightly available. Free for up to 2 Users, this plan offers the following:
– Up to 200 MB Storage
– Advanced Reports (maximum 10) – No scheduled reports, no smart alerts
– Email Templates (5)
– Mass Email (Maximum of 10 sent per day)
– 10 Custom Fields (2 per record type)
– 2,500 Records
– 500 Rows File Import Limit
– Online Knowledge Base and Community Q&A

You can get started with the Free Version here: https://accounts.insightly.com/

maxresdefault

Pricing
You have the option of choosing from 4 premium plans, starting at $12 per user / month.

Basic
Price: $12 per user/month (billed annually) OR $15 per user/month (billed monthly)
– Advanced Reports (Unlimited)
– Scheduled Reports
– Smart Alerts (Max. 5)
– Mobile App Business Card Scanner (5 cards per user/month)
– Email Templates (50)
– 50 Custom Fields (10 per record type)
– Mass Email (send 500 per day, max)
– 1 GB Storage
– 25K Records
– Email Support
– MailChimp Integrations
– Onboarding Sessions
– Google Contact
– Google Calendar Sync
– Microsoft Exchange Calendar Sync
– Custom Branding

Plus
Price: $29 per user/month (billed annually) OR $35 per user/month (billed monthly)
– MailChimp Auto-Importer (new feature)
– Advanced Reports (Unlimited)
– Scheduled Reports
– Smart Alerts (Max. 25)
– Mobile App Business Card Scanner (15 cards per user/month)
– Email Scheduling
– Email Templates (100)
– 10 GB
– 100K Records
– Mass Email (Send max 2,500 per day)
– 25,000 Rows File Import Limit
– MailChimp Integration
– Onboarding Sessions
– Google Contact
– Google Calendar Sync
– Microsoft Exchange Calendar Sync
– Custom Branding

Professional
Price: $49 per user/month (billed annually) OR $59 per user/month (billed monthly)
– Advanced Permissions (new feature)
– Lead Assignment Rules (new feature)
– MailChimp Auto-Importer (new feature)
– Advanced Reports (Unlimited)
– Scheduled Reports
– Smart Alerts (Max. 100)
– Mobile App Business Card Scanner (25 cards per user/month)
– Email Templates (Unlimited)
– Email Scheduling
– 500 Custom Fields (100 per record type)
– Mass Email (send max 5,000 per day)
– 100 GB Storage
– 50,000 Rows File Import Limit
– 250K Records
– Priority Email Support
– Onboarding Sessions
– MailChimp Integration
– Google Contact
– Google Calendar Sync
– Microsoft Exchange Calendar Sync
– Custom Branding

Enterprise
Price: $99 per user/month (billed annually) OR $129 per user/month (billed annually)
– Advanced Permissions (new feature)
– MailChimp Auto-Importer (new feature)
– Lead Assignment Rules (new feature)
– Advanced Reports (Unlimited)
– Smart Alerts (Max. 250)
– Scheduled Reports
– Mobile App Business Card Scanner (50 cards per user/month)
– Email Scheduling
– Email Templates (Unlimited)
– 1000 Custom Fields (200 per record type)
– 500K Records
– 250 GB Storage
– 50,000 Rows File Import Limit
– Priority Email Support
– MailChimp Integration
– Onboarding Sessions
– Google Contact
– Google Calendar Sync
– Microsoft Exchange Calendar Sync
– Custom Branding

Free Trial
To sign up for a free trial for any of the four plans above, simply visit the link below!
Insightly: https://accounts.insightly.com/?plan=trial

insightly

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