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Zoho CRM vs Freshworks CRM

Last Updated: November 18th, 2024

Our analysts compared Zoho CRM vs Freshworks CRM based on data from our 400+ point analysis of CRM Software, user reviews and our own crowdsourced data from our free software selection platform.

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Product Basics

Zoho CRM enables an organization’s sales force to work more effectively and close more deals. It incorporates lead management, marketing automation, contact management, multichannel forecasting, territory management, and a host of other capabilities.

Built with conversational AI, it supports users by predicting lead and deal success, offering a voice assistant, and suggesting activities to automate based on behavior analysis. Users can leverage workflow automation to streamline manual tasks and stay on top of performance with real-time reporting and analytics.

Freshworks CRM is a comprehensive software solution designed to streamline customer relationship management tasks. It is particularly well-suited for small to medium-sized businesses seeking to enhance their sales processes and customer interactions. The platform offers a range of features, including lead management, contact management, email tracking, and workflow automation, which collectively help businesses manage their customer data more efficiently.

One of the standout benefits of Freshworks CRM is its user-friendly interface, which allows for easy navigation and quick adoption by teams. Users often highlight the software's robust reporting and analytics capabilities, which provide valuable insights into sales performance and customer behavior. Additionally, the integration with various third-party applications enhances its functionality, making it a versatile tool for diverse business needs.

In terms of pricing, Freshworks CRM offers several tiers, typically ranging from $9 to $59 per user per month, billed annually. This flexible pricing structure makes it accessible to businesses with varying budgets. Compared to similar products, users appreciate its affordability and the balance it strikes between cost and feature set, often noting its superior customer support and ease of use.

$14/User, Monthly

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24/7 Live Support

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Product Insights

Real-Time Data Analysis: Track KPIs across the sales cycle with advanced analytics tools providing visibility for everyone from the C-suite to sales reps. We set up dashboard widgets and customized the metrics displayed, so we could surface the most important data. The system includes standard and custom reports, which you can filter to locate specific information and blend to create multidimensional reports.
AI-Powered Performance Optimization: Use Zia is the system’s conversational AI assistant and helps users get more done and work smarter. We searched through our database by sending a request via text. You can use Zia to improve data accuracy, optimize timing for emails and calls, and understand the sentiment behind the emails your leads and customers send.
Automated Lead Creation: Use the email parser tool to automate lead creation by sending email enquiries to the parser email that extracts the information. You can then reduplicate and approve the leads to ensure they’re good. We could add and color code tags, create custom views for leads and view leads in Zoho sheets.
Support Mobility: Mobile CRM apps for both Android and iOS devices provide users with immediate access to important information, no matter where they are. Sales reps can view daily activities and optimize in-person meetings with geo-location. They can also manage records even while offline — all changes automatically sync once their device reconnects. The card scanner app, supported on iOS and Android devices as well, enables users to digitally capture business cards at events and meetings.
Personalized Solutions: Use the developer platform for full control over your software ecosystem. Unify data across business systems, develop apps and boost the capabilities of the CRM interface with a combination of tools including widgets, a REST API and SDKs for web and mobile. We found that it incorporates both code and WYSIWYG elements so users of all technical levels can leverage it successfully.
Easy To Set Up: Speed up the onboarding process via Zwitch, with the help of Zoho support staff or use the built-in tools to transfer from other CRM platforms. We liked how easy it was to navigate the header-style menu. Add new products, contacts and accounts with the same form style. Set up was also a breeze with helpful pop-ups and links to knowledge base articles if we got stuck.
Tailor-Made Customizations: Create your own workflow rules. We tested out adding a “Big Fish” tag when leads recorded an annual revenue of above $100,000 and a follow-up automation. You can also use the Kiosk Studio to build page layouts and automations, its a bit more technical but offers helpful pop-ups and tips. We were also able to create a rule that assigned all leads that started with a 222 area code to a specific user.

Enhanced Customer Insights: Gain a deeper understanding of customer behavior and preferences through detailed analytics and reporting tools.
Improved Sales Efficiency: Automate repetitive tasks and streamline sales processes, allowing your team to focus on closing deals.
Seamless Integration: Connect with other essential business tools like email, calendars, and social media platforms to create a unified workflow.
Personalized Customer Engagement: Use segmentation and targeted communication to deliver personalized experiences that resonate with individual customers.
Real-Time Collaboration: Facilitate better teamwork with shared access to customer information and collaborative tools, ensuring everyone is on the same page.
Scalable Solutions: Adapt the CRM to grow with your business, offering flexible plans and features that can be customized to meet evolving needs.
Enhanced Data Security: Protect sensitive customer information with robust security measures and compliance with industry standards.
Increased Customer Retention: Utilize tools for tracking customer satisfaction and proactively addressing issues to foster long-term loyalty.
Actionable Insights: Leverage AI-driven analytics to uncover trends and make data-driven decisions that enhance business performance.
Cost Efficiency: Reduce operational costs by automating workflows and minimizing the need for manual data entry and management.
Mobile Accessibility: Access CRM features on-the-go with mobile apps, ensuring your team can work efficiently from anywhere.
Enhanced Lead Management: Track and nurture leads through the sales funnel with tools designed to optimize lead conversion rates.
Customizable Dashboards: Create personalized dashboards that display key metrics and insights relevant to your specific business needs.
Improved Customer Support: Provide timely and effective customer service with integrated support tools and ticketing systems.
Streamlined Marketing Campaigns: Plan, execute, and analyze marketing campaigns within the CRM to ensure cohesive and effective marketing strategies.

Sales Force Automation: Automate tedious sales tasks such as lead generation and routing, data entry, email notifications, field updates and more. Optimize lead management, deal management, account management, contact management, and manage workflow and assignment rules.
Process Management: Enable your sales team to follow a standardized sales strategy. Use the blueprint feature to log offline processes such as order management or deal closure, ensuring consistent execution. Create automated approvals for common activities such as vacation time requests, capital expense reports and pricing discount requests. Additionally, you can set rules for assigning leads, escalating cases and validating CRM data.
Opportunity Management: Keep everyone’s antennas tuned to the same channel with Zoho’s activity tracking for all customer interactions like emails, calls, tasks and notes. Create deals and associate them with campaigns with drop-down fields and generate multiple pipelines using the standard template or your own personalized fields You can create a custom Kanban view using dropdown options and fields.
Multichannel Support: Connect with your email platform to send emails directly from the CRM. Connect your brand’s social media channel to respond in real-time, follow relevant conversations and automate lead generation. Use the Phonebridge integration to enable sales reps to easily log and track information from calls. You can also embed live chat and lead capture forms on your website to facilitate sales, marketing and customer service efforts.
Sales Enablement: Aid sales reps in their daily jobs using features like quotes and purchase orders (via integration with Zoho’s Finance Suite), a documents library, integration with Zoho’s presentation and document creation applications, and external-facing portals for partners and vendors. It also offers a calendar, a feature called SalesInbox for prioritizing the most lucrative emails, a web meeting platform through the Zoho Meeting integration, real-time notifications, collaboration feeds and more.
Performance Management: Gauge how a product, team or region is performing with forecasting tools. Group customers based on shared attributes (region, product, etc.) with territory management and gamify elements to encourage friendly competition that boosts performance among sales reps. Zia can also help improve performance by helping you target leads that are most likely to generate revenue. Your sales reps can engage with website visitors via chatbots for web and mobile, so every query receives attention even if they’re away from their desks.
Marketing Automation: Streamline marketing efforts by segmenting customers using a range of criteria, automating lead nurturing follow-ups, creating code-free web forms to gather customer information, scanning and uploading business cards, and analyzing campaign spending. Use capabilities like end-to-end event management, email campaign capabilities, surveys, and marketing details like budgets and performance metrics. A hierarchy feature lets you hook sub-campaigns to related main campaigns.
Team Collaboration: Use Feeds as a central location for collaborating, sharing announcements and offering advice. You can integrate chat functionality to facilitate everyday tasks and automatically send real-time sales updates. Users can leave notes on records or activities and tag other team members. Other features include groups for collaborating around specific events or for specific purposes, as well as project management tools via integration with Zoho Projects.
Third-Party Integrations: Connect with more than 50 third-party apps for collaboration, document management, live chat, telephony, messaging, events and meetings, quote management, document signing, lead management, marketing automation, social media, storage and more. Integrations include G Suite, Office 365, Slack, Shopify, Mailchimp, Facebook Ads, QuickBooks, GoToWebinar, DocuSign, Dropbox and Zapier.
Security: Store critical business data in secure vaults, choose where you want your data stored (U.S. and EU data centers) and encrypt data fields. Use audit logs to track activity, enable two-factor authentication and designate which IP addresses users can use to log in. Real-time backups on multiple servers ensure you won’t lose data due to a system-based or natural disaster.

Contact Management: Centralized repository for storing and managing customer information, including interaction history and social profiles.
Lead Scoring: Automated scoring system to prioritize leads based on their engagement and likelihood to convert.
Sales Pipeline Management: Visual representation of sales stages, allowing for easy tracking and management of deals through customizable pipelines.
Email Integration: Seamless integration with popular email services like Gmail and Outlook, enabling email tracking, scheduling, and template usage directly within the CRM.
Workflow Automation: Automate repetitive tasks and processes using a drag-and-drop interface to create custom workflows.
AI-Powered Insights: Freddy AI provides predictive analytics and actionable insights to help sales teams make data-driven decisions.
Customizable Dashboards: Tailor dashboards to display key metrics and performance indicators relevant to your business needs.
Mobile App: Access CRM functionalities on-the-go with a fully-featured mobile app available for both iOS and Android devices.
Collaboration Tools: Built-in features like team inboxes and shared calendars to enhance team collaboration and communication.
Reporting and Analytics: Generate detailed reports and analytics to monitor sales performance, track KPIs, and identify trends.
Third-Party Integrations: Integrate with a wide range of third-party applications such as Slack, Zapier, and QuickBooks to extend CRM capabilities.
Customer Support Module: Integrated support features including ticketing, knowledge base, and live chat to manage customer inquiries efficiently.
Territory Management: Define and manage sales territories to optimize resource allocation and improve sales coverage.
Custom Fields and Modules: Add custom fields and modules to tailor the CRM to your specific business requirements.
Data Import and Export: Easily import and export data in various formats to ensure seamless data migration and backup.
Security and Compliance: Robust security measures including role-based access control, data encryption, and compliance with GDPR and other regulations.

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Analyst Rating Summary

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User Sentiment Summary

85%

of users recommend this product

Zoho CRM has a 'great' User Satisfaction Rating of 85% when considering 11200 user reviews from 5 recognized software review sites.

100%

of users recommend this product

Freshworks CRM has a 'excellent' User Satisfaction Rating of 100% when considering 19 user reviews from 1 recognized software review sites.

5.0 (20)

5.0 (19)

4.1 (2656)

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4.3 (6776)

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4.5 (797)

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4.2 (951)

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Awards

Synopsis of User Ratings and Reviews

Work Offline: Users who mention this feature say the platform functions well even when used in offline mode.

Business Management: The system monitors business performance, populates the website with suitable visitors and keeps a tab on productivity and output, eliminating unmatched customers and removing hassle according to users who mention this aspect.

Affordable: Users said the software is budget-friendly as compared to other CRM systems and has considerably more adaptive features for the price.

Integrations: Reviewers appreciated Zoho’s integration with in-house tools that support unified workflows, flexibility and email functionality.

Ease of Use: Freshworks CRM is praised for its intuitive interface, making it easy for users to navigate and find the information they need. Many users find it simple to set up and customize, even for those without extensive CRM experience.

Affordable Pricing: Freshworks CRM offers a variety of pricing plans, making it accessible to businesses of all sizes. Users appreciate the value for money, especially compared to other CRM solutions.

Strong Customer Support: Freshworks CRM provides responsive and helpful customer support, both through online resources and direct contact. Users appreciate the quick resolution of issues and the availability of knowledgeable support staff.

Integration Capabilities: Freshworks CRM integrates seamlessly with a wide range of popular business applications, such as email marketing platforms, social media tools, and payment gateways. This allows users to streamline their workflows and manage all their customer interactions in one place.

Learning Curve: Users mentioned some features and customization requires additional time and learning to implement.

Customer Support: Zoho’s customer support and inquiry resolution isn’t very responsive, according to users who refer to support. However, the chat support is comparatively better.

Lags and Delays: Reviewers noted there is sometimes a lag in notifications for email tracking and updates.

Limited Customization: Some users have found the customization options to be limited, making it difficult to tailor the CRM to their specific business needs. For example, they may not be able to create custom fields or reports that are essential for their workflow.

Steep Learning Curve: The interface can be complex and overwhelming for new users, requiring significant time and effort to learn the system. This can be particularly challenging for smaller businesses with limited resources.

Integration Challenges: While Freshworks offers integrations with various third-party applications, some users have reported difficulties in setting up and maintaining these connections. This can lead to data inconsistencies and workflow disruptions.

Customer Support Issues: Some users have expressed dissatisfaction with the responsiveness and quality of customer support. They may experience long wait times or receive unhelpful responses to their inquiries.

Zoho CRM is a cloud-based CRM solution that serves businesses of all sizes and across various industries. It provides users with real-time data analysis, AI-powered sales performance optimization and extensive automation and customization. You can streamline workflows and improve sales efficiency with lead nurturing, deal management, and third-party integrations.During our test run of their free trial, we loved working with standout features like the customizable dashboard, automated lead creation via the email parser and drop-down linking for account, product, lead and quote creation.However, users report a learning curve associated with full feature utilization and customization. Additionally, some advanced features and functionalities require upgrades to higher tiers making it expensive for smaller teams. Overall, Zoho CRM offers an interoperable solution for businesses looking for a customizable, affordable CRM platform.

Is Freshworks CRM actually refreshing, or does it leave a bad taste in your mouth? Recent user reviews paint a somewhat mixed picture. While many appreciate its user-friendly interface and affordability, some find its features less robust compared to competitors like Salesforce. For instance, users praise Freshworks CRM's intuitive layout, which makes navigating and managing contacts a breeze, especially for smaller businesses. However, larger enterprises might find its reporting and customization options limited. Its value for money is a major plus, particularly for startups and growing businesses, as it offers a good balance of features at a competitive price point. Yet, some users have expressed frustration with occasional glitches and limited third-party integrations, hindering seamless workflows. Essentially, Freshworks CRM emerges as a user-friendly and budget-friendly option, ideal for businesses seeking a straightforward CRM solution. Its simplicity, while a strength for some, can be a limitation for those requiring advanced features.

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FAQ

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