About the Company
Founded in 2010, Freshworks is firmly established as a SaaS leader, specialising in customer support, ITSM, and marketing automation. The company has a wide variety of solutions in the task automation and CX space, with three options for customer relationship management – Customer for Life Cloud, Sales Cloud, and Marketing Cloud.
The company recently rebranded its Freshsales offering as Freshworks CRM, bundling marketing and sales automation with customer relationship management and cross-department workflows. This makes perfect sense, as it allows the platform to gain from a consolidated database and apply Freshworks’ proprietary Freddy AI for analytics. The solution is used by large companies such as Cisco and Honda, although its $29 per user per month price tag makes it accessible for SMBs as well.
Let us now review the core capabilities of Freshworks CRM in more detail.
Inside Freshworks CRM
Essentially, Freshworks CRM is a unified solution for marketing and sales operations, helping you attract customers, engage with them, close deals, and nurture relationships through the Freshdesk (customer service desk) integration.
Deeper customisations
You can configure nearly every aspect of the CRM system as per your business needs, starting from the contact lifecycle to transaction currencies and languages. All the automated workflows are customisable, letting you capture additional data, create custom activities, and deliver unique outcomes.
Productivity enablers
Freshworks CRM has several features to enhance the productivity of your workforce. You can send notifications, create and monitor tasks, auto-assign leads based on business rules, and even connect the CRM with Slack for further collaboration. In other words, it doubles up as a project management solution for sales and marketing teams.
Omni-channel communication
You can use Freshworks CRM to interact with customers via email, phone, chat, and SMS, either through automation or manually. The platform has recently added support for WhatsApp Business, and Apple Business Chat, further extending your CRM reach.
Marketing automation
This is among the top reasons why companies choose Freshworks CRM. it ships with advanced capabilities for workflow automation and automated analysis. For example, you can use triggers, delays, and actions to craft intricate customer journeys and automate the chain of communication. You can also analyse and create automated segments from your audience by leveraging omnichannel data.
Artificial intelligence (AI)
Freddie AI is Freshworks’ proprietary algorithm that powers its CRM solutions. Freddie plays a role in lead generation, lead deduplication, contact prioritisation, and automatically enriching customer profiles with publicly available data.
