Freshworks Review 2023: Best CRM for SMBs?
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Bonfire Rating: 4.8/5 Freshworks is your all-in-one customer lifecycle management platform!
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As a small business owner, finding the best CRM for your business can be daunting if you don’t know where to start. If you choose the wrong one, it can potentially lead to costly and time-consuming migrations trying to regroup. I’m here to make sure that doesn’t happen. I’m AJ, and I’ve spent the last decade in digital marketing, building my agency and using all kinds of software . After a multi-million dollar exit with the agency, I started Small Business Bonfire. Our mission, put simply, is to help fellow entrepreneurs and business owners succeed . We do this by testing tons of software and letting you know what works and what doesn’t . For this review, we chose one of our favorites — Freshworks CRM. Let’s nerd out with the details! P.S. — we made a list of the best CRMs for small businesses for you to check out once you’re done reading!
You Can Trust Small Business Bonfire Since 2009 Small Business Bonfire has been testing and rating thousands of business software to help you (our small business owners) start & scale your organizations. If you want to know more about how we test, please read this article here.
What is Freshworks CRM?
Freshworks CRM (customer relationship management) is an all-in-one tool suite with 5 main products. These are the following: Freshservice Freshmarketer Freshdesk Freshchat Freshsales We’ll break each of these down in detail in the next section for you. Suffice it to say Freshworks CRM offers a lot of features. At its core, Freshworks handles 3 aspects of business extremely well. Freshworks excels at: CRM and everything it encompasses (lifecycle, customer journey, contact scoring) Customer service tickets and automated communication IT software management (streamlining the process) Freshworks CRM accomplishes this by offering a ton of automation and by making a lot of complicated functions accessible for beginners. In terms of customer service, we think that Freshdesk is one of the best ticketing systems on the market . Not only do they offer a lot of automation to assign tickets to the appropriate teams, but they also offer multi-channel support in the form of a unified team inbox . This allows support teams to never miss a customer concern, whether it’s through live chat, email, or phone. We’ve tested Freshworks for months as of writing this review, and we can honestly say it’s extremely robust and also pretty fun to use (for the most part). We think Freshworks CRM is great for sales startups that are just learning the ropes, as it does a great job of introducing CRM concepts to new users. An example is how the comprehensive lead scoring system can help sales teams understand customer preferences better and target them more effectively . It’s also fantastic for small and midsize businesses looking to upgrade from another CRM with little-to-no opportunity cost — Freshworks offers painless integration from other popular CRMs.
Freshworks CRM Software Products
Freshworks CRM system covers a broad range of tools over the 5 products that make up the CRM suite. We’ll break each one of these down and discuss a couple of the features we loved from each product. We also went down a rabbit hole for each of these products and provided comprehensive reviews to give you even more information!
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Freshservice
Freshservice makes employee-facing IT management extremely easy, even for beginners.
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Freshchat
Freshchat is all about connecting with customers throughout every step of the customer life cycle.
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Freshmarketer
Freshmarketer provides all the analytics and automation you need to boost your marketing efforts!
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Freshdesk
Freshdesk is a fantastic standalone platform for managing all your customer service needs!
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Freshsales
Freshsales offers a ton of powerful CRM capabilities to empower your sales teams and close more deals.
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Freshservice
Freshservice is a cloud-based IT service management (ITSM) solution specifically tailored to streamlining internal processes and helping IT teams work more efficiently . Our testing revealed that Freshservice is a great alternative to one of the industry standards, ServiceNow. It offers similar levels of automation and integrations without the expensive price tag . You can get started with Freshservice for just $19/month per user. It provides an array of features such as: Ticketing system Self-service portal Service catalog Incident management features Automated discovery
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Freshservice - Service Catalog
Freshservice's service catalog allowed us to provide self-service support to our employees. Essentially, if an employee has a request, they can easily requisition it through the service catalog. It's broken down into the following categories for ease of use: Hardware provisioning Software installation Data services Application access This ensures that employees will always be able to access the services they need quickly and easily . Having everyone on the same page with the resources they need can be a huge help, especially with larger teams.
Freshservice - Ticketing System
Freshservice offers a powerful ticketing system that allows users to create tickets, assign them to the appropriate team, and track inquiries. Its ticket automation feature also helps ensure that employee concerns are responded to quickly and effectively . The ticketing system is highly configurable and can be broken down into different forms for different types of support requests. This ensures that all requests are handled promptly and efficiently . Creating and responding to a ticket is made simple for employees and your IT team, respectively. This creates peace of mind that their request will be taken care of in no time. We created a ticket about a common IT concern — our mobile app crashed after being left open for more than 5 minutes. As you can see, the interface is easy to navigate , which makes it a breeze for your team to report issues. It took us less than a minute to find the ticket screen and submit ours.
These are just two of the features we liked from Freshservice, but there’s much more to explore! To get a better understanding of what Freshservice has to offer, take a look at our full review below!
Read the Freshservice Review
Freshdesk
Freshdesk is a comprehensive customer service platform in its own right. Even outside of the scope of Freshworks’ CRM suite, Freshdesk is fantastic for taking the customer support of your SMB to the next level. Some features that Freshdesk provides include: Ticket management Multi-channel team inbox Easy-to-use mobile app Scenario automation Third-party app integration Analytics and reporting Throughout our testing, the Small Business Bonfire team and I kept remarking how Freshdesk could be great for just about any business type. It’s especially great for small and midsize businesses , but enterprises can also benefit from its automation , integration , and multi-channel support capabilities . You can get started with Fresdesk for free. The free version offers ticket management plus social media and email integration for your tickets , which we think is pretty awesome.
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Freshdesk - Multi-Channel Team Inbox
Freshworks CRM offers the ability to manage multiple customer service channels in one place by integrating Freshchat with Freshdesk. This is great for businesses with multiple customer support levels, allowing them to manage and track interactions across various channels easily . These channels include: Email Social Media Phone SMS Live chat The multi-channel team inbox feature makes it easy to keep an eye on all incoming tickets from a central page. It also provides options for assigning tickets quickly and managing customer history . This gives you the power to easily assign tickets to team members as needed, plus get insights into customer conversations and trends . Here's an example of our team inbox. With Freshworks' Freshdesk, you can make sure you don't miss any important customer inquiries, requests, or feedback!
Freshdesk - Support Desk Mobile App
There are so many awesome features to talk about with Freshdesk, but one of our favorites is the mobile app titled Freshdesk Support Desk. The app allows customers to access their data on the go and keep up with customer support inquiries anytime, anywhere. Whether you're sending out quick replies to customers or managing team inboxes remotely, Freshdesk's mobile app helps make sure you're always connected to your customers. In today's digital landscape, this is a game-changer when it comes to customer service. We were using this baby all throughout our testing. Here's our view of our contacts on IOS. Having all of this information in one place is almost too good to be true. It empowers your support team to be better than ever! Plus, creating and managing tickets is a breeze with Support Desk. We were able to add a ticket and immediately send it off while not even in front of a computer. If you're looking for the next big thing in customer service, we recommend checking out Freshdesk. The fact that it's free is just the icing on the cake. We did a full review on Freshdesk, which we highly recommend you check out. This might be our favorite product that Freshworks provides.
Read the Freshdesk Review
Freshmarketer
Freshmarketer is an all-in-one marketing automation suite inside of Freshworks. It’s one half of the CRM powerhouse that is Freshmarketer + Freshsales. Freshmarketer provides features such as: Campaign segmentation Landing page customization Email Marketing Campaigns Lead management and nurturing Journey Builder Marketing Analytics What Freshmarketer really does best is help you create powerful, automated campaigns to reach more customers and convert leads into sales . While it does offer a free plan, we recommend at least getting the Growth plan (for $19/month, billed annually) to take advantage of the Journey Builder and multi-channel integration for support and chat.
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Freshmarketer - Journey Builder
Freshmarketer's Journey Builder is a powerful feature that allows you to create automated marketing campaigns for your customers and prospects. It helps you automate customer journeys based on customer interactions, segment customers into various groups, and deliver personalized content that resonates with each customer group. You can easily track the performance of these journeys to see what works for your target audience and what doesn't. What we love about this feature is how Freshmarketer provides easy-to-use journey playbook templates to choose from (shown below). This takes a lot of the confusion out of the process for beginners, in our opinion. They even break it down for you with helpful playbook categories. Some categories include: Recommended for you Boost sales Ask for feedback Track Orders After-sales support Plus, if you really know what you're doing, you can create a journey from scratch.
Freshmarketer - Marketing Analytics
We've gone over how important automation can be to your campaigns, but all of that powerful marketing doesn't mean anything without being able to learn and adapt based on the data . Freshmarketer makes it easy to gain valuable insights into the performance of your campaigns. You'll be able to track the following metrics in real time with Freshmarketer's Marketing Dashboard: Links clicked Email Engagement Conversions Other essential metrics Here's an example to give you a better idea of what your data looks like. Using these metrics, you can quickly adjust strategies and optimize your campaigns for better results.
We’ve just scratched the surface of what Freshmarketer has to offer. We went in-depth for months testing the service. Check out our Freshmarketer review below to learn more!
Read the Freshmarketer Review
Freshchat
Freshchat chat is an AI-driven customer messaging platform that helps you communicate with customers, solve problems, and automate tons of tedious tasks. It offers a range of features such as: Chatbot automation Integrations with other products in the Freshworks suite Omnichannel messaging Team collaborations Third-party integrations Chat groups Mobile app The best part? Freshchat’s free version includes chatbot automation . This means that you can set up chat automation through all kinds of channels without spending a dime .
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Freshchat - Chatbots
For any organization that is focused on customer-driven service, chatbots can revolutionize the way you do business . Freshchat's chatbot automation allows you to easily create a bot that will respond and interact with customers . It can be customized to fit the look and feel of your brand. You can also customize automated responses based on customer interactions. Plus, it integrates seamlessly with other Freshworks products like Freshmarketer and Freshdesk, so you can track your customer service and marketing efforts all under the umbrella of Freshworks. We set up a chatbot using the web widget, allowing us to connect the bot to our site. We were impressed at the level of customization but also not overwhelmed with the creation process. Here's how it looked to set everything up. We will admit there's a bit of a learning curve to Freshchat, but once you get the hang of it, the sky's the limit . We finished our chatbot creation in about 15 minutes (including customizing the color and avatar). We were pleasantly surprised at how we could preview it by typing messages and seeing how it responded.
Freshchat - Omnichannel Inbox (with third-party integrations)
This feature is really more of a combination of two features( (integration and omnichannel support). Freshchat provides multi-channel support that integrates with Freshdesk, as we've mentioned. However, we especially love how it allows so many different third-party channels to connect to one place. Some of these channels include the following: Website WhatsApp Facebook Messenger Phone Support Email Mobile As you can see, navigating to each section is clear and easy. What's more, users can add chatbots to each of these channels , taking your customer interactions to a new level. Honestly, we think Freshchat + Freshdesk is a customer relationship management duo that all SMBs should check out . You heard it here first, folks.
If you’re looking to dig into Freshchat a little deeper, you&a
