Freshsales CRM Review 2025 – Is It the Right Fit for Your Business?

That’s why I took Freshsales for a spin to see if it’s truly among the best CRM software options or just another platform that overpromises and underdelivers. Whether you're running a small business or scaling up fast, this Freshsales review will give you the real deal on the CRM—bugs, perks, and all.

What Is Freshsales?

Freshsales , developed by Freshworks Inc., is an AI-powered customer relationship management (CRM) tool designed to help businesses streamline sales, track customer interactions, and automate workflows. Marketed as an intuitive solution for small to mid-sized businesses, Freshsales integrates sales communication, lead management, and automation into one platform.

A standout feature is Freddy AI, which assists with lead scoring, email personalization, and sales insights. It analyzes customer behavior to identify promising leads and suggests optimal engagement strategies. Sales teams can leverage AI-driven recommendations to prioritize prospects and improve conversion rates.

Freshsales also provides built-in calling and email tools, eliminating the need for third-party integrations. With its 360-degree customer view, users can track conversations, deal progress, and follow-ups in one place, ensuring no sales opportunity slips through the cracks. The platform supports integrations with e-commerce services and business tools like Google Workspace, Outlook, and QuickBooks.

While Freshsales aims to simplify sales processes, some users report occasional automation bugs and inconsistencies in customer support. Despite these challenges, it remains a competitive option for businesses looking for an affordable, AI-enhanced CRM.

Setting Up Freshsales

Setting up Freshsales CRM is straightforward, with clear documentation and an easy data import process. Unlike some software that makes you feel like you need a PhD to get started, Freshsales keeps things relatively simple. You can import data from other CRMs or CSV/XLSX files, and the onboarding team even offers free migration services—because let’s be honest, no one enjoys manually re-entering hundreds of contacts.

The initial setup includes configuring basic features like phone numbers, email accounts, integrations, and user roles. You can also create multiple deal pipelines to manage different sales processes. If that all sounds like a lot, don’t worry—the setup is user-friendly, and you can get started with minimum effort.

Still, while the setup itself is smooth overall, some users report encountering bugs and automation glitches during everyday use. Be prepared for occasional hiccups as you integrate Freshsales into your daily workflow.

Design and Usability

Freshsales has an intuitive user interface. It’s the kind of software that makes you think, Hey, I can actually figure this out—at least until you start diving into its more advanced features. The platform’s drag-and-drop functionality for managing sales pipelines keeps things smooth, improving navigation and workflow.

Balancing complexity and simplicity is at the heart of Freshsales' design. Whether you’re managing customer interactions, automating marketing tasks, or analyzing sales data, the goal is to make these processes as seamless as possible. Does it always succeed? That depends on how much patience you have when learning new business software.

Customization and Integration Capabilities

Freshsales provides a solid range of customization options, allowing businesses to tailor the CRM to their specific sales processes. From custom fields and workflows to integrations with third-party applications, Freshsales offers flexibility without overwhelming users with unnecessary complexity.

Customization Features

One of Freshsales' strongest points is its ability to adapt to different sales structures. Users can create custom fields to capture unique business data, ensuring that every contact, deal, or task is tracked in a way that makes sense for their workflow. The CRM also allows for custom sales pipelines, where teams can set up multiple deal stages based on their industry and sales cycle.

Workflow automation is another key feature. Freshsales lets users automate repetitive tasks such as lead assignments, email follow-ups, and task reminders. For instance, sales managers can create automation rules to assign leads based on geography, industry, or deal value, ensuring the right team members handle high-priority opportunities. The drag-and-drop workflow builder simplifies automation, making it accessible even for those with no coding experience.

Sales forecasting is another area where Freshsales adds value. The platform uses historical data, deal progress, and Freddy AI’s predictive insights to help businesses project future revenue. Custom reports allow managers to track win probabilities, pipeline health, and sales trends over time, making it easier to make data-driven decisions.

Custom email sequences and AI-powered lead scoring further enhance personalization. Freddy AI analyzes lead behavior and assigns scores based on engagement, helping sales teams focus on the most promising opportunities. Custom reporting is another highlight, with options to build tailored dashboards that track specific sales metrics, pipeline performance, and individual rep activity.

Integration with Third-Party Tools

Freshsales integrates with a variety of business applications, making it easier to sync customer data across platforms. Google Workspace, Outlook, and Office 365 integrations allow users to manage emails, calendars, and contacts without leaving the CRM. For accounting and invoicing, Freshsales connects with QuickBooks, Xero, and FreshBooks, helping businesses streamline their financial processes.

For marketing automation, Freshsales integrates with Mailchimp, ActiveCampaign, and Freshmarketer, enabling teams to manage email campaigns and track customer engagement directly within the CRM. The CRM also works with Slack and Microsoft Teams, making internal collaboration more efficient by allowing teams to share updates and track deals in real time.

API and Zapier Integrations

While Freshsales offers a decent selection of native integrations, businesses needing more customization can use Zapier to connect with thousands of additional apps. This is useful for automating data entry, syncing information between platforms, and extending Freshsales’ functionality beyond its built-in features.

For developers, Freshsales provides a REST API, allowing businesses to build custom integrations tailored to their needs. This makes it possible to connect with proprietary tools or industry-specific software, ensuring a seamless flow of data across multiple business systems.

Limitations in Customization and Integration

Despite its strengths, Freshsales isn't as extensive in its integration ecosystem as competitors like Salesforce or HubSpot. While it covers essential apps, businesses with highly complex tech stacks may find some gaps that require additional workarounds. Certain integrations may also require premium-tier plans, so companies should check compatibility before committing.

Overall, Freshsales offers a strong mix of customization, sales forecasting, and integration capabilities, making it a great option for small to mid-sized businesses looking for a tailored CRM experience without excessive setup complexity.

Benefits of Using Freshsales

Freshsales is designed to help businesses streamline their sales process, improve team efficiency, and maximize revenue. Here are some of the key benefits of using Freshsales:

AI-Driven Sales Insights and Lead Scoring

You already know about Freddy AI, which assists sales teams by identifying high-potential leads. Instead of manually sorting through contacts, Freddy AI scores leads based on their engagement, past interactions, and likelihood to convert. This allows teams to focus on the most promising prospects, reducing wasted time on low-value leads. As I mentioned earlier, AI-driven sales forecasting also helps businesses predict revenue and adjust strategies accordingly.

Seamless Sales Automation

Freshsales makes it easy to automate repetitive sales tasks. From automated email sequences to lead assignments and follow-up reminders, the CRM ensures that no deal slips through the cracks. Workflows can be set up to trigger actions based on specific criteria, such as sending a follow-up email if a lead hasn’t responded in three days. This automation keeps teams organized and frees up time for actual selling instead of administrative work.

Built-in Calling and Email Features

Unlike some CRMs that require third-party apps for communication, Freshsales includes built-in calling, email tracking, and SMS messaging. This makes it possible to engage with leads directly from the platform, eliminating the need to switch between multiple tools. Sales reps can log calls, record conversations, and schedule follow-ups—all within Freshsales. Email tracking shows when prospects open emails or click on links, giving teams valuable insights into lead engagement.

Improved Collaboration and Team Management

Sales teams often struggle with miscommunication or overlapping efforts. Freshsales helps by providing a 360-degree view of customer interactions, ensuring that all team members stay updated on deal progress. Managers can track rep performance, assign leads, and monitor outreach activity from a single dashboard. The Slack and Microsoft Teams integrations also improve internal collaboration by allowing teams to share updates in real time.

Customer Support and Community Resources

Good customer support can make or break a software experience, and unfortunately, Freshsales doesn’t exactly shine in this department. Many users report long wait times, unhelpful responses, and support agents who seem as confused as the customers themselves. If you’ve ever submitted a support ticket and felt like it vanished into the abyss, you’re not alone.

Freshsales offers email, live chat, and phone support—but live chat vanishes on weekends. If your CRM crashes at 5 PM on Friday, you’re waiting until Monday.

The customer support team isn't great despite multiple support channels. Businesses that need timely and effective support may want to consider this when evaluating Freshsales as their CRM software.

Pricing and Value for Money

Freshsales offers a competitive pricing structure, making it an appealing choice for small and mid-sized businesses looking for an AI-powered CRM without a hefty price tag. Unlike some competitors that charge extra for essential features, Freshsales includes AI-driven lead scoring, automation, and built-in communication tools at lower price points.

Freshsales Pricing Plans

• Free Plan – Basic CRM for up to three users, including contact management and email tracking.
• Growth Plan – $15/user/month (billed annually). Adds AI-powered lead scoring, automation, and multiple sales pipelines.
• Pro Plan – $39/user/month (billed annually). Includes deal insights, time-based workflows, and custom reports.
• Enterprise Plan – $69/user/month (billed annually). Provides advanced customization, AI-based forecasting, and dedicated account management.

Is Freshsales Worth the Cost?

Compared to HubSpot, which can quickly become expensive as you scale, and Salesforce, which is often too complex for smaller teams, Freshsales strikes a balance between affordability and functionality. It offers a 21-day free trial and a Forever Free plan, which is great for businesses wanting to test the platform before committing.

However, some advanced features—such as in-depth analytics and custom modules—are locked behind the Enterprise Plan, which may not justify the cost for all businesses. Still, for those seeking an affordable yet powerful CRM, Freshsales delivers strong value without hidden fees or unnecessary complexity.

Honest Feedback from Real Users

When evaluating Freshsales, it’s essential to consider insights from real users and industry experts to get a well-rounded perspective on its strengths and limitations. Review platforms like G2 and Gartner provide valuable feedback, offering a mix of praise and constructive criticism.

On G2, Freshsales holds a 4.5/5 rating based on 1200+ reviews, with users frequently highlighting its intuitive interface, built-in phone functionality, and AI-driven automation. A sales manager in a mid-sized company shared that Freshsales streamlined their sales process by automating follow-ups and tracking deal progress effortlessly. However, some users noted occasional glitches in automation workflows, which can sometimes disrupt daily operations.

On Gartner, Freshsales is often praised for its affordability and ease of use, particularly for small to mid-sized businesses. A CRM specialist in the retail industry mentioned that the customizable dashboards and AI-powered insights helped improve sales forecasting. However, some users expressed concerns about scalability and integration limitations, particularly when compared to more extensive platforms like Salesforce.

Alternatives to Freshsales

Choosing a CRM is a bit like picking a gym membership—some seem cheap at first, but by the time you add in the “extras” (that should really be standard), the price has doubled. Many CRMs lure users in with low entry-level pricing, only to nickel-and-dime them for basic features. If you want a CRM that delivers everything you need without surprise fees, here are some options to consider:

• Pulse CRM – Includes all essential features upfront with no hidden fees, making it a predictable and hassle-free choice for small to mid-sized businesses.
• HubSpot CRM – Starts with a free plan, but costs add up fast if you need advanced tools as your business scales.
• Salesforce – Packed with powerful enterprise features, but its complexity and high pricing make it overkill for many small businesses.

When choosing a CRM, look beyond the price—consider hidden fees, setup time, and support. If you want everything upfront with no surprises, Pulse CRM might be the safest bet.

Key Takeaways: Freshsales

• AI-Powered Lead Management – Freddy AI helps sales teams score leads, prioritize prospects, and forecast revenue, reducing time spent on low-value leads.
• Built-in Sales Automation – Automate follow-ups, lead assignments, and workflows to streamline sales operations and reduce manual tasks.
• Integrated Communication Tools – Make calls, send emails, and track engagement within the CRM, eliminating the need for third-party apps.
• Affordable, But with Some Limitations – Freshsales offers competitive pricing, but advanced analytics and in-depth customization require higher-tier plans.