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Freshworks description
Freshworks provides a suite of cloud-based tools designed to improve customer service and internal operations for businesses of all sizes. It offers various products, including helpdesk ticketing, live chat, call center management, IT service management, and customer relationship management (CRM). Freshworks aims to simplify complex business processes with its user-friendly software and focus on automation and AI. This can lead to better customer experiences and increased efficiency within your company.
Who is Freshworks best for
Freshworks is a versatile suite of cloud-based tools designed to streamline customer service and internal operations. Users praise its user-friendly interface, seamless integrations, and excellent customer support. However, some have noted frustrations with recent platform changes and navigation complexities. Freshworks is a good fit for businesses seeking an all-in-one solution to enhance customer experiences and improve operational efficiency.
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Best for small, medium, and large businesses.
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Ideal for Software, IT, Telecommunications, and various other industries.
Freshworks features
| Supported Freshdesk offers robust ticketing features to efficiently manage customer issues. |
| Supported Freshservice uses AI to automate tasks, predict issues, and offer self-service options. |
| Supported Freshworks CRM offers various integrations to unify communication and customer data, enhancing customer relationship management. |
| Supported Freshworks supports workflow automation with no-code and low-code integrations. |
| Supported Freshworks provides a unified platform to manage customer interactions across email, chat, social media, and phone. |
| Supported Freshworks offers a comprehensive CRM platform called Freshsales. |
| Supported Freshworks uses AI to analyze conversations, providing insights into sentiment and trends for enhanced agent performance and personalized experiences. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Scalability
Freshworks reviews
We've summarised 501 Freshworks reviews (Freshworks G2 reviews) and summarised the main points below.
- Seamless ticket integration between Freshdesk and Freshservice.
- User-friendly interface for both agents and admins.
- Excellent and responsive customer support.
- Easy to set up and implement, good all-in-one platform.
- Recent platform changes led to a frustrating instance reset.
- Limited number of nested fields, making reporting difficult.
- Navigating the admin section can be annoying, with no easy way to go back.
- Chatbot could be more dynamic in understanding user queries.
Freshworks pricing
The commentary is based on 112 reviews from Freshworks G2 reviews.
Freshdesk's pricing is generally considered reasonable, especially for small businesses. However, some users find advanced features require higher-tier plans, while others mention the cost for individual licenses adds up. A few users felt misled by initial pricing versus the final cost.
Users sentiment
See the Freshworks pricing page.
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Freshworks has a free plan.
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Freshworks has a free trial.
Free
Shared inbox, team collaboration via threads, and an integrated knowledge base for seamless and efficient customer service
Growth
Everything in Free plus reports, real-time dashboards, automation, and customer portal for comprehensive and efficient service management
Pro
Everything in Growth plus customized support portals, custom objects, advanced ticketing, custom reporting, and different routing mechanisms
Enterprise
Everything in Pro plus audit logs, approval workflows, skills-based assignments, additional security features, and more
Freshworks alternatives
HubSpot Service HubBetter suited for marketing and sales teams. Has higher ratings and is growing faster. A strong Freshworks alternative for those seeking tighter CRM integration.Read more
eWebinarBetter for webinar automation, particularly for onboarding, training, and customer success. More suitable for education, healthcare, ecommerce, and marketing. Has more momentum based on employee growth.Read more
PipedriveBetter suited for sales teams in smaller businesses seeking simplicity. More industry-specific applications across various sectors. Has less momentum based on employee growth.Read more
NinjaOneBetter for IT management and endpoint security. Caters to manufacturing, real estate, construction, automotive, and energy industries. Has grown faster in employee count. Higher ratings. A Freshworks alternative and competitor.Read more
Zoho DeskBetter for small to mid-sized businesses seeking affordable customer service solutions. Has broader industry applicability, including Manufacturing, Education, and Government. Growing faster in terms of website traffic and employee count. Offers tighter integration with Zoho CRM and real-time dashboards. A Freshworks alternative or competitor.Read more
LiveHelpNowBetter for retail, consumer goods, education, media, energy, professional services, and automotive industries. A Freshworks competitor focused on canned responses and omnichannel messaging. Has less momentum.Read more
Freshworks FAQ
What is Freshworks and what does Freshworks do?
Freshworks offers a suite of cloud-based business software, including CRM, ITSM, and customer support tools. It helps businesses streamline workflows, automate tasks, and improve customer experiences through AI-powered features like chatbots and analytics. Freshworks is suitable for various company sizes across diverse industries.
How does Freshworks integrate with other tools?
Freshworks integrates with numerous tools through its marketplace, including popular platforms like Slack, Mailchimp, and Salesforce. It offers various APIs and pre-built integrations to connect with CRM, marketing automation, and other business applications, enabling seamless data flow and workflow automation.
What the main competitors of Freshworks?
Freshworks competitors include HubSpot Service Hub, Zoho Desk, Salesforce Service Cloud, LiveHelpNow, and TeamSupport. These alternatives offer similar features like ticketing systems, live chat, and customer relationship management tools.
Is Freshworks legit?
Yes, Freshworks is a legitimate company offering a suite of cloud-based business software. They are known for their user-friendly platform and focus on AI-powered automation for enhanced customer service and operational efficiency. Freshworks is a safe and reliable choice for businesses seeking to improve customer relationships and streamline workflows.
How much does Freshworks cost?
Freshworks offers a free plan, Growth plan for $15/agent/month, Pro plan for $49/agent/month, and Enterprise plan for $79/agent/month. Freddy AI add-ons are priced separately. A 14-day free trial is available for testing if Freshworks is worth it for your business.
Is Freshworks customer service good?
Freshworks customer service receives mixed reviews. While many users praise the helpful and responsive support team, some have experienced inconsistent support quality and slow response times. Others mention difficulty getting support for customized needs.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.