Freshsales Arvostelua 

Firstly, the Growth tier is now free for up to three users - it's quite hard to justify paying out for other less featured CRM platforms in comparison, if you fit inside the 3 user limit. At least, initially.

But then the more you scratch at the surface, Freshsales just feels unfinished and lacks polish. On paper, there's lots of features, but in practice these are hard to access and require a lot of set-up, and too-frequent workarounds.
Other times (particularly with syncronization tools) behaviour is unexpected and at times, downright problematic.
I found support generally good once you get to 2nd tier, but initial responses often betray a lack of trying to understand your issue. And the chatbot is a waste of space.

This is the second time I've tried Freshsales - it's one of those products I'd love to like due to its pricing and feature set, but just keep on tripping over usability snags.

terrible service

I only tried their FreshChat service, and all i can say is that don’t waste your time with it, especially if you want to use that service’s mobile app, because it will not work for you or if it did, it will not work for your other team members, it has the stupidest login method, you can login via your email and password directly, you would have to go to your account on desktop, get some sort of a random super long link, past it inside the mobile app and hope that it works for you, because its most likely gonna show you an error even if you pasted the right exact link, with a good phone, good internet speed, and with the latest version available of the app. and if you tell the support that they will show you how to get the login link from your account which is the same thing you did the first time and you got an error!!! wasted my time setting up the app with my business info, setting up the auto reply bot…

Awful service, cheap and cheaply designed. Good customer service though.

absolutely avoid at all costs unless you're a saas company that has someone dedicated to setting up an overly complicated CRM that is supported by none other than the worst support "techs" i've ever come across. few speak clear english, they capitalize on this and hope that people dont understand the suggestions they make for "support" are either not relevant or show their clear lack of education on the product. Run. DO NOT WALK

I cancelled my subscription and they still billed me for another month even though it was cancelled well ahead of the renewal. I contacted their support desk and nobody got back to me. This company is a fraud, and they like to rip people off. DO NOT USE THEM!!

This company charges me twice without my consent. First told me to come for trial then kept on charging me. They are thieves. Won't help you at all.
I told them 100 times to cancel my subscription but they did not bother and charged me two times even though my startup is closed.

WORST COMPANY EVER.

When you dig deeper into crm you find out it was not built for marketing or sales:

- The webforms do not capture your UTM, so you don't know where the clients come from
- The sales person has to go and manually check all the channels of communication. If you have 3+ it's a huge problem
- You cannot send a proactive whatsapp straightaway to client - you have to create a campaign + a journey - which is really bad
- There is no report for the simple sales funnel

Plus bugs everywhere.

Support is very nice and they are really trying to help but the product is bad

I am still a customer, lack of reliability, errors with the basic email desing (sixe of letters, lines, sice of images), at the point of being scared of sending emails.

I had 4 meetings, none of them solved the issue, now they request for a 5th, lets see ... each meeting with a different person... so I have to start, restart and restart

Later I use the function "customer journey" and they block the emails despite I have a bigger plan for security reasons that still I need to be explained

Now they recommend to copy the journey and to restart, but I have the problem that I have to do manual controls to avoid 27 people do not receive the email twice ...

Tired of loosing my time, but still trying as I spent more thatn 100 hours learning

We have been a customer of Freshsales suite since December 2021. Since then, they have had major system outages (but refuse to report them on the system status page), including the system failing to run sequences, failing to remove people from sequence and losing data to name a few. In our last instance, the system just stopped sending emails and the team has come up with nothing more than a generic answer each time. When queried, they simply said "we cannot look back that far" and blamed the issue on us. They offered 2 months' credit the first time which took months to resolve and more than 30 hours of our time. Our account manager has said they are trying for another credit for the second issue but there is "major pushback internally". When using this system, be prepared for little to no customer service, generic replies when they do and a high expectation to collect money from you without the importance of ensuring customers have a complete service! It's strange that this business was built on a ticketing system which would lead you to believe they value customers.

Freshworks is very helpful in our work, especially in Freshsales which we often use in our daily life. Honestly, there are lots of features that are always provided by Freshsales and it makes it very easy for our sales team. Thank you Freshworks

We have been using the stystem, inherited by a past IT person who set it up for us. But we struggle to use it well, and get reporting working as we require. We've tried to go with training but unfortunately the trainers have been hard to understand (English has not been their first language) so we are still not using the sytem to it's full ability, and currently considering changing. Would be great if we could schedule training for my team, but it would need to be with an expert..

Absolutely beautiful, intuitive software

Easy to use. Kindly enhance reports accuracy.

Arrogant customer service as always. That is something that Freshworks will never change. They have always had a bad customer service and will always be bad customer service.

My issue is still not fixed, the customer support didn't even read my email. I had to send the same question 3 times and then he just closed down the ticket without doing anything.
As a Freshworks partner, we escalated it to our partnership success manager, which we, unfortunately, have to do 1 out of 3 times when it comes to their support.

The tool works fine, but if you need help your time is better used on finding another tool.

I'm having a lot of problems with the email function. Whilst I try to keep the customer database fresh - in my industry there is a lot of turnover so invariably my emails bounce more than usual as my customers roll in and out of projects. Often I don't know they've left until an email bounces and I investigate. I'm then constantly battling with this CRM that my emails bounce rate is too high etc etc.

The product is good, a lot of interesting features. But the pricing is not afordable for medium and small brazilian companies.

I am still waiting for your engineering team to get back to me. I'm dealing with Anirudh Krishnan and he has reported my issue to the Freshworks engineering team. I also requested a call with the engineering team but am still waiting one week later.