How does Freshworks CRM & Customer Interaction score on different criteria?
In our independent study, we also investigated the different products of Freshworks software. More than 180 criteria were used in the process. The image below shows the scores (on a scale of 1-5) of Freshworks CRM, compared to the competition. Please note that Passionned Group is 100% independent of the suppliers in the research. We do not sell licenses, we do not make deals or have done business with the supplier. Among other things, we help and advise companies in the proper selection of CRM systems.
Figure 1: Scorecard of the CRM provider Freshworks. A vendor can score a maximum of 100%. Source: The CRM & Customer Interaction Guide 2024. Do you want to know more about our research design? Click here to download this guide.
The Freshworks analysis was conducted by collecting a lot of public big data and analyzing it in-depth. More than 321 documents have been scanned from this software vendor in recent times. In this analysis process, both machine learning models and the subject matter expertise of a CRM consultant played a decisive role in finalizing the validation process.The CRM & Customer Interaction Guide 2024 
In our 100% vendor-independent CRM & Customer Interaction Guide we have collected all the ins and outs of Freshworks for you. You get access to hundreds of (shorter) trainings, tech talks, demos, lectures, tutorials, and always have the latest CRM news. This mini-course also assists you reinforce your knowledge about CRM & Customer Interaction.
Freshworks and their complete CRM & Customer Interaction product portfolio
Freshworks carries (a minimum of) 4 products in the realm of CRM & Customer Interaction. Below, we list Freshworks’s products, in order of relevance:
What is Freshworks CRM?
We do not display all the features here but, in this paragraph, we report the (main) characteristics of Freshworks CRM, including some of its features and any related products. This product group consists of Freshsales, Freshworks Freshdesk, and Freshworks Analytics. This product can be best defined by the following characteristics:
- account
- close deals
- contact
- contact management
- customer data
- customer relationship management
- email campaigns
- marketing automation
- sales pipeline
- small businesses
Are you curious about all characteristics (100+) of Freshworks CRM? Then order the CRM & Customer Interaction Guide™ 2024 here.
Lacking capacity and want to hire an experienced Freshworks CRM consultant?
Do you want to hire a freelance Freshworks CRM developer who is a subject matter expert, and implement a professional Freshworks CRM application? Our specialists are happy to assist you. Indeed, hiring Freshworks CRM developers is not always necessary and sometimes even inconvenient. Leave a message here and we will explore the business opportunities for you.
What is Freshsales?
Under this heading, we give you insight into the key behaviors of Freshsales, including some of its features and any related products. Freshsales can be characterized by the following functionalities:
- account
- close deals
- contact
- customer data
- customer relationship management
- customer service
- helpdesk
- marketing automation
- workflow automation
Do you want to know the intricacies of all properties (100+) of Freshsales? Download the CRM & Customer Interaction Guide™ 2024 here.
What is Freshworks Freshdesk?
Other names by which this software product is known: Freshdesk
We do not display all the features here but, in this paragraph, we portray Freshworks Freshdesk, including some of its features and any related products. This product/group of products can be best defined by the following characteristics:
- 360-degree view
- account
- authentication
- automating workflows
- customer portal
- customer relationship management
- customer service
- helpdesk
- lead generation
- no-code
Do you want to know everything about all features (100+) of Freshworks Freshdesk? Download the CRM & Customer Interaction Guide™ 2024 here.
What is Freshworks Analytics?
Under this heading, we portray Freshworks Analytics, including some of its features and any related products. Freshworks Analytics can be characterized by the following characteristics:
- CRM analytics
- customer service
- generative ai
- infrastructure
- reporting
Are you now curious about all properties (100+) of Freshworks Analytics? In that case, open the CRM & Customer Interaction Guide™ 2024 here.
Freshworks CRM tools and the version history
Lately, we see a stable trend when it comes to CRM & Customer Interaction functionality and support for operating systems and connectivity.
We reviewed Freshworks’s current releases of the total product range. Below we give an overview of the various releases of all available CRM & Customer Interaction Freshworks products:
- Freshsales: 2024 2023
Behind each product, we mention the version numbers, the most recent updates are listed first.
What are the licensing costs of Freshsales, Freshworks Freshdesk, and Freshworks Analytics?
It is difficult to determine exactly what a license of Freshsales, Freshworks Freshdesk, and Freshworks Analytics costs because it depends on the country, the number of users (also consider the amount of CPUs for server versions), the connectors to data sources, and at what point in the year you request a quote. If you request a quote just before the end of Freshworks’s fiscal period, you can probably get a decent reduction in the license cost. In addition, it makes sense to run the software in the cloud, for the most part, you only pay for your consumption then. The purchase cost of Freshsales, Freshworks Freshdesk, and Freshworks Analytics may not be the largest cost item, but maintenance and support do put a strain on your budget each year.
What makes Freshworks CRM & Customer Interaction worth considering
In our study, we see that Freshworks in the field of CRM & Customer Interaction software has several specific features which are worth weighing in a tool selection. This makes Freshworks CRM more or less unique: all-in-one marketing automation, automated task, tracking emails, custom reporting, and manage contacts.
The advantages and disadvantages of Freshworks CRM
Figure 14: Tag cloud of the developed and less developed aspects of Freshworks CRM & Customer Interaction
Below we listed all the advantages and disadvantages of Freshworks CRM & Customer Interaction, Freshsales, Freshworks Freshdesk, and Freshworks Analytics, et cetera. There is momentum, because: Freshworks can currently work with partners to building on functionality that closes the gaps in the product portfolio at this time (such as support for business process management, campaign management, master data management, journey management, merge templates, duplicate search, account merge, customizable templates, and goal management). In addition, documentation may lag behind current events.
Share your experience
Leave a review about Freshworks CRM & Customer Interaction here. Your findings may then start to count in an even more informed review of the results of Freshworks CRM.
1. Freshworks Customer Relationship Management
The company has an excellent score in our objective CRM & Customer Interaction survey on the section ‘Customer Relationship Management’ (for this section Freshworks comes out as the absolute market leader in our research). The company scores 100% on this topic, relative to other vendors. We looked at the following criteria, among others: search, customer interactions, small businesses, and self-service portal. In total, we examined 25 criteria in this category. Are you excited about the topic ‘Customer Relationship Management’? Then download here our CRM & Customer Interaction Guide 2024.
2. Freshworks Customer Data
Freshworks has an excellent score in our objective CRM & Customer Interaction survey on the subject ‘Customer Data’ (for this section Freshworks comes out as the absolute market leader in our research) with a score of 100%, relative to other vendors. We considered the following factors: custom fields, customer information, sensitive data, business relationships, manage contacts, and add notes. In total, we examined 45 criteria within this section. Would you like to go into more depth with the topic ‘Customer Data’? Then download here our CRM & Customer Interaction Guide.
3. Freshworks Reporting
The vendor Freshworks has an excellent rating in our study on the section ‘Reporting’ (for this section Freshworks comes out as the absolute market leader in our research), given that they score 100% on this, compared to other vendors. We looked at the following criteria, among others: CRM analytics, advanced reporting, and bounce rates. In doing so, we investigated the following products: Freshworks Analytics. In total, we examined 11 features within this discipline. Are you excited about the topic ‘Reporting’? Then download here our CRM & Customer Interaction Guide 2024.
4. Freshworks Task Management
Freshworks has an excellent score in our objective CRM & Customer Interaction survey of the theme ‘Task Management’ with a score of 94%, relative to other vendors. We considered the following factors: repetitive tasks, task list, automate tasks, and create tasks. In total, we examined 13 criteria within this section. Would you like to learn more about the topic ‘Task Management’? Then download here our CRM & Customer Interaction Guide 2024.
5. Freshworks Campaign Management
Freshworks has an excellent performance in our independent CRM & Customer Interaction guide on the section ‘Campaign Management’, given that they score 86% on this, compared to other vendors. We looked at the following criteria, among others: email marketing, email campaigns, and drip campaigns. In total, we examined 25 criteria in this category. Would you like to learn more about the topic ‘Campaign Management’? Then download here our CRM & Customer Interaction Study 2024.
6. Freshworks Lead Management
Freshworks has an excellent performance in our objective CRM & Customer Interaction survey on the section ‘Lead Management’ with a score of 83%, relative to other vendors. We considered the following factors: lead generation, lead conversion, and lead scoring. In total, we examined 12 criteria in this category. Would you like to go into more depth with the topic ‘Lead Management’? Then download here our CRM & Customer Interaction Guide 2024. Or take a deep dive in the following content:
7. Freshworks Sales Management
The company has an excellent performance in our current CRM & Customer Interaction survey on the section ‘Sales Management’, given that they score 83% on this, relative to other vendors. We looked at the following criteria, among others: sales pipeline, customer journeys, customer lifetime value, sales workflows, sales order management, sales cycle management, and visual sales pipeline. In total, we examined 51 features within this discipline. Would you like to learn more about the topic ‘Sales Management’? Then download here our CRM & Customer Interaction Guide.
8. Freshworks Customer Service Management
Freshworks has an excellent score in our objective CRM & Customer Interaction survey on the subject ‘Customer Service Management’ with a score of 82%, relative to other vendors. We looked at the following criteria, among others: customer service, helpdesk, case management, ticketing system, field service management, and incidents. In total, we examined 9 criteria in this category. Are you excited about the topic ‘Customer Service Management’? Then download here our CRM & Customer Interaction Guide 2024. Or take a deep dive in the following content:
9. Freshworks Automation Platform
The vendor Freshworks has an excellent score in our 100% vendor-independent CRM & Customer Interaction study on the section ‘Automation Platform’ with a score of 80%, relative to other vendors. We looked at the following criteria, among others: marketing automation, low-code, and no-code. In total, we examined 28 criteria within this section. Would you like to go into more depth with the topic ‘Automation Platform’? Then download here our CRM & Customer Interaction Guide 2024.
10. Freshworks Infrastructure
The vendor Freshworks has a good rating in our objective CRM & Customer Interaction survey on the section ‘Infrastructure’ with a score of 78%, relative to other vendors. We looked at the following criteria, among others: soap, on-premises, rest api, and data security. In total, we examined 56 features within this discipline. Would you like to learn more about the topic ‘Infrastructure’? Then download here our CRM & Customer Interaction Guide.
11. Freshworks Data Quality
The vendor Freshworks has a good performance in our objective CRM & Customer Interaction survey on the section ‘Data Quality’ with a score of 64%, relative to other vendors. We considered the following factors: merge duplicate, data cleansing, and duplicate search. In total, we examined 16 criteria in this category. Are you excited about the topic ‘Data Quality’? Then download here our CRM & Customer Interaction Guide 2024.
Want to know more? Then order the CRM & Customer Interaction Guide™ 2024 here
In which sectors is Freshworks CRM & Customer Interaction most active?
In our research, we also found out which industries a supplier has a track record in. These are the industries where Freshworks is frequently used: automotive, banking, education, educational institutions, governments, healthcare, hospitality, insurance, manufacturing, public sector, real estate, retail, telecom, and universities.
Freshworks software is most used by…
The CRM & Customer Interaction software from Freshworks is most often mentioned in combination with the following functions/roles: account managers, customer service agents, marketing teams, sales reps, sales team, service representatives, and support agents.
Hire a competent Freshworks specialist
Education and training course Freshworks CRM & Customer Interaction
We provide various training courses in the field of CRM & Customer Interaction but can also provide specific Freshworks training, for example as in-company. The following software solutions are addressed: Freshsales, Freshworks Freshdesk, and Freshworks Analytics. Of course, such training is framed with the ideas of the intelligent, data-driven organization.
Final assessment: Freshworks CRM scores eminent
Freshworks has a compact product portfolio with which it scores eminent in our CRM & Customer Interaction survey. Freshworks CRM & Customer Interaction innovates (approximately) at an average rate of less than 5 features per year, is active (for now) in lots of different sectors, and specializing in customer relationship management.
About Passionned Group
Passionned Group specializes in 100% independent CRM & Customer Interaction consulting and the implementation of CRM & Customer Interaction solutions. Our driven and passionate consultants help large & small organizations to advance as intelligent, data-driven organizations.
