Is Freshworks the complete SAAS platform?
In the fast-paced world of business, organizations are constantly seeking innovative and efficient software solutions to streamline their operations and enhance customer experiences. Freshworks emerges as a beacon of hope, offering a suite of customer service, IT, and CRM software that promises to revolutionize the way companies engage with their customers. With a powerful yet intuitive platform, Freshworks products eliminate the complexities and burdens of traditional software systems, presenting a refreshing alternative to the software bloat that often plagues businesses. In this review, we will delve into the key features, benefits, and overall impact of Freshworks, shedding light on why it has become the go-to choice for businesses worldwide.
About Freshworks
Freshwork DiscountFounded in 2010 by CEO Girish Mathrubootham and CTO Shan Krishnamurthy, Freshworks has rapidly emerged as a leading provider of business software solutions. With a strong global presence, the company serves over 60,000 customers across more than 140 countries.
Freshworks offers an impressive array of products, each designed to address specific business needs and challenges. At the core of their offerings is an AI-powered software-as-a-service (SaaS) platform that serves as a foundation for their various applications. This platform not only ensures seamless integration between different Freshworks products but also enables customization and flexibility to meet the unique requirements of businesses.
With AI-based lead scoring capabilities, it helps sales teams identify and prioritize high-quality leads, increasing conversion rates and driving revenue growth. Moreover, Freshworks CRM offers features like phone, email, and activity capture, providing a holistic view of customer interactions and enabling efficient collaboration across teams.
Freshworks’ commitment to innovation extends beyond its product offerings. They strive to create an ecosystem of developers and partners, fostering collaboration and integration to further enhance their software solutions. By embracing open APIs and providing robust developer tools, Freshworks empowers businesses to extend the functionality of their software and tailor it to their specific needs.
With a focus on improving customer experiences, enhancing employee productivity, and fostering an ecosystem of innovation, Freshworks INC continues to be a trusted choice for businesses worldwide.
Freshworks Features
- User-Friendly Interface and Unified Experience
One of the standout qualities of Freshworks is its intuitive and user-friendly interface across all its products. Whether you’re using Freshdesk for customer support, Freshsales for sales automation, or Freshmarketer for marketing campaigns, the interface remains consistent, allowing for seamless navigation and effortless adoption. The unified experience enables teams to work more efficiently, ensuring a consistent and coordinated approach to customer engagement.
- Comprehensive Customer Engagement Solutions
Freshworks offers a suite of integrated tools that cover various aspects of customer engagement. Freshdesk provides robust ticketing and help desk management, allowing businesses to provide timely and personalized support. Freshsales empowers sales teams with features like contact management, deal tracking, and sales automation. Freshmarketer offers comprehensive marketing automation capabilities, including email campaigns, website tracking, and customer segmentation. By integrating these tools, Freshworks enables businesses to streamline their customer engagement processes and build stronger relationships with their customers.
- Intelligent Automation and AI-Powered Features
Freshworks leverages the power of artificial intelligence (AI) to automate and enhance various aspects of customer engagement. From AI-powered chatbots (Freddy) that handle customer queries to intelligent lead scoring and automated workflows, Freshworks helps businesses automate repetitive tasks and focus on high-value interactions. The AI-driven features improve efficiency, productivity, and the overall customer experience.
- Customization and Scalability
Freshworks understands that businesses have unique needs and offers extensive customization options. Whether it’s customizing ticket workflows, creating personalized marketing campaigns, or configuring sales pipelines, businesses can tailor the Freshworks platform to align with their specific requirements. Furthermore, Freshworks’ solutions are scalable, accommodating businesses of all sizes, from Freshworks for startups to enterprises. As your business grows, you can seamlessly upgrade your plan and access additional features and resources.
- Reliable Support and Community
Freshworks is known for its commitment to customer success. They provide reliable support through various channels, including 24/7 email and chat support, ensuring that businesses can get assistance whenever needed. Additionally, Freshworks maintains an active user community and knowledge base, empowering users to find answers to their questions, learn best practices, and share experiences with other users.
Freshworks Products
Freshwork Discount- Customer Service Products
Freshworks offers a range of customer service products designed to meet the diverse needs of businesses and enhance customer experiences. Let’s delve into each of these products:
1. Freshchat: Freshchat is a powerful customer engagement platform that enables businesses to engage and support their customers across various channels, including live chat, email, and social messaging apps. With Freshchat, businesses can provide real-time assistance, personalized recommendations, and proactive support, enhancing customer satisfaction and driving sales and marketing efforts.
2. Freshdesk Support Desk: Freshdesk Support Desk is a comprehensive helpdesk solution that empowers businesses to deliver exceptional customer service. It offers features such as ticket management, knowledge base management, self-service portals, and automation tools, all in one intuitive platform. Freshdesk enables businesses to streamline their support processes, resolve customer issues efficiently, and improve overall customer satisfaction.
3. Freshdesk Omnichannel: Freshdesk Omnichannel takes customer service to the next level by providing seamless and effortless support across multiple channels. It enables businesses to engage with customers through various touchpoints, including email, phone, chat, social media, and more. With Omnichannel, agents can have unified conversations, access customer information, and deliver consistent and personalized experiences, regardless of the communication channel.
4. Freshdesk Contact Center: Freshdesk Contact Center is a reliable and smart call center solution that facilitates effortless customer experiences. It enables businesses to handle inbound and outbound calls, manage call queues, and provide interactive voice response (IVR) systems. With advanced call routing, call monitoring, and analytics capabilities, Freshdesk Contact Center helps businesses optimize their call center operations and deliver efficient and effective customer service.
5. Freshdesk Customer Success: Freshdesk Customer Success is a specialized product designed to help businesses protect revenue, increase customer value, and strengthen customer relationships. It provides features such as customer health scoring, lifecycle management, and proactive engagement tools to ensure customer success. By monitoring customer behavior, identifying risks, and providing personalized guidance, Freshdesk Customer Success empowers businesses to drive customer retention and maximize their long-term value.
From real-time engagement through Freshchat to comprehensive helpdesk capabilities with Freshdesk Support Desk, businesses can leverage these products to streamline their customer support operations, improve customer satisfaction, and build stronger customer relationships. With Freshworks’ focus on scalability and innovation, these products are ready to meet the evolving needs of businesses today and in the future.
- IT Service Products
Freshworks offers IT service products that enable businesses to modernize their IT operations, unify business teams, and achieve fast time-to-value. Let’s explore each of these products:
1. Freshservice: Freshservice is an IT service management (ITSM) solution that helps businesses streamline their IT operations and deliver efficient and effective IT services. It provides a comprehensive set of features, including incident management, problem management, change management, asset management, and self-service portals. Freshservice allows IT teams to manage and resolve IT-related issues, automate workflows, track assets, and provide a seamless experience to end-users.
2. Freshservice for Business Teams: Freshservice for Business Teams extends the benefits of IT service management beyond IT teams and helps streamline business processes across the entire organization. It allows non-IT teams, such as HR, facilities, finance, and legal departments, to leverage ITSM principles to manage their own workflows, requests, and approvals. With Freshservice for Business Teams, organizations can achieve process standardization, enhance collaboration across departments, and improve overall operational efficiency.
By implementing Freshservice, businesses can benefit from features such as ticket management, knowledge base management, service catalog, automation, and reporting. These functionalities enable businesses to streamline their service delivery, enhance employee productivity, and ensure consistent and high-quality service across the organization.
- CRM Products
Freshworks offers a range of CRM (Customer Relationship Management) products that aim to delight teams and customers alike. Let’s explore each of these CRM products:
1. Freshchat: Freshchat is a versatile customer engagement platform that spans across support, sales, and marketing. It enables businesses to interact with their customers in real time through live chat, email, and social messaging apps. Freshchat empowers teams to deliver personalized support, engage in sales conversations, and execute targeted marketing campaigns, all within a single platform.
2. Freshdesk Support Desk: Freshdesk Support Desk is a comprehensive helpdesk solution designed to deliver exceptional customer service. It provides a centralized platform for managing customer inquiries, tickets, and requests. With features like ticket management, knowledge base management, and automation tools, Freshdesk Support Desk empowers businesses to resolve customer issues efficiently, enhance customer satisfaction, and build strong customer relationships.
3. Freshdesk Omnichannel: Freshdesk Omnichannel takes customer service to the next level by enabling businesses to deliver effortless support across multiple channels. It allows customers to connect with businesses through various touchpoints, including email, phone, chat, social media, and more. With Freshdesk Omnichannel, teams can have unified conversations, access customer information, and provide consistent and personalized experiences, regardless of the communication channel.
4. Freshdesk Contact Center: Freshdesk Contact Center is a reliable and smart call center solution that facilitates an effortless customer experience. It equips businesses with the tools to handle inbound and outbound calls, manage call queues, and provide interactive voice response (IVR) systems. With advanced call routing, call monitoring, and analytics capabilities, Freshdesk Contact Center helps businesses optimize their call center operations and deliver efficient and effective customer service.
5. Freshdesk Customer Success: Freshdesk Customer Success is a specialized product focused on protecting revenue, increasing customer value, and strengthening customer relationships. It provides features such as customer health scoring, lifecycle management, and proactive engagement tools to ensure customer success. By monitoring customer behavior, identifying risks, and providing personalized guidance, Freshdesk Customer Success empowers businesses to drive customer retention and maximize their long-term value.
6. Freshsales: Freshsales is a CRM solution specifically designed to accelerate revenue growth through context-driven sales. It equips sales teams with tools for lead management, deal management, email tracking, and more. Freshsales helps sales professionals streamline their processes, prioritize leads, and close deals effectively, ultimately driving business growth.
7. Freshsales Suite: Freshsales Suite brings together sales and marketing teams around the customer with an all-in-one CRM solution. It enables seamless collaboration, data sharing, and unified customer insights to enhance customer engagement and drive revenue growth. With features such as lead scoring, email campaigns, and sales automation, Freshsales Suite aligns sales and marketing efforts, delivering a holistic CRM experience.
8. Freshmarketer: Freshmarketer is a CRM-powered marketing automation platform that allows businesses to personalize their marketing efforts. It provides tools for website optimization, behavior tracking, A/B testing, and campaign management. Freshmarketer enables businesses to deliver targeted and personalized marketing messages, optimize conversion rates, and drive customer engagement.
Freshworks’ CRM products offer comprehensive solutions to streamline customer engagement, enhance customer support, drive sales, and strengthen customer relationships. Whether businesses are focused on support, sales, marketing, or customer success, Freshworks provides a range of versatile and powerful CRM tools to meet their specific needs.
Freshworks Neo
Freddy AI, developed by Freshworks, is an advanced AI-powered platform designed to learn, adapt, and act as a force multiplier for your team. It offers a wide array of ever-evolving skills that are tailored to meet the specific needs of your business. From smart automation to deep-data recommendations and insights, Freddy AI Skills bring intelligence and efficiency to your operations. Additionally, its chatbots are equipped with intent-driven conversation capabilities, providing seamless interactions with customers.
Freddy AI Skills are readily available out-of-the-box and continuously evolve to stay at the forefront of AI capabilities. They are designed to enhance various aspects of your business, including support, sales and marketing, and IT service teams. With Freddy AI Skills, you can unlock a range of benefits and achieve outstanding performance in different domains.
When it comes to customer experience (CX), Freddy AI Skills enable you to build a human-centered customer engagement platform. These skills empower you to delight customers at every touchpoint by automating routine tasks, providing personalized recommendations, and offering proactive support. By leveraging Freddy AI Skills, you can create exceptional customer experiences and foster long-lasting relationships.
For sales teams, Freddy AI Skills provide a competitive edge by enabling you to create a high-performance sales environment. With deep-data insights, you can make informed decisions and drive revenue growth. Smart recommendations based on customer behavior and preferences help you tailor your approach, while automation takes care of mundane sales tasks. This allows your team to focus on building relationships, closing deals, and achieving sales targets.
Freddy AI Skills also offer significant benefits for IT service teams. By leveraging these skills, you can improve employee satisfaction, boost agent productivity, and effectively manage critical operational incidents. For instance, the Auto Triage skill automatically predicts various ticket fields for the tickets being handled by agents. This saves time, reduces manual effort, and ensures accurate ticket management.
The continuous evolution of Freddy AI Skills showcases Freshworks’ commitment to delivering cutting-edge AI capabilities that adapt to your business needs. Whether you are focused on delivering exceptional customer experiences, driving sales growth, or enhancing IT service operations, Freddy AI Skills provide the tools and intelligence to make you shine.
Freshworks Developer
Freshwork Discount
Freshworks Developer is a comprehensive platform provided by Freshworks that empowers developers to build innovative solutions and deliver customer delight. With a focus on security, scalability, and ease of use, Freshworks Developer offers a serverless and self-serve environment that enables developers to leverage rich APIs, a robust developer toolkit, and the Crayons UI design library.
The Freshworks Developer platform provides developers with the tools and resources necessary to integrate Freshworks’ suite of products into their own systems. Whether it’s extending the functionality of Freshworks’ customer service software, CRM, or IT service management solutions, developers can build apps and integrations that seamlessly connect their applications with Freshworks’ products. This enables businesses to create a unified ecosystem, streamline workflows, and enhance overall efficiency.
To support developers in their journey, Freshworks Developer offers tutorials and documentation to help them quickly get started with building apps. The platform provides a range of resources, including code samples, SDKs (Software Development Kits), and best practices, ensuring that developers have the necessary guidance and support throughout the development process. This helps accelerate the app-building process, allowing developers to bring their ideas to life in a timely manner.
Freshworks also provides opportunities for developers to monetize their apps through the Paid Apps program. By building apps that cater to the specific needs of Freshworks’ growing customer base, developers have the potential to earn revenue while providing value-added solutions. This program enables developers to leverage their expertise, tap into new markets, and expand their business opportunities.
In addition to app development, Freshworks Developer also offers partnership opportunities for developers looking to solve custom client requirements. By partnering with Freshworks, developers can leverage their skills and expertise to deliver tailored solutions to clients, driving business growth and expanding their market reach. This partnership program opens up new avenues for collaboration and allows developers to showcase their capabilities in solving unique customer challenges.
Overall, Freshworks Developer provides a comprehensive platform for developers to build, play, grow, and partner. It empowers developers to create innovative solutions that integrate with Freshworks’ products, enabling businesses to deliver exceptional customer experiences. With its focus on security, serverless architecture, and self-serve environment, Freshworks Developer offers a robust ecosystem for developers to explore their creativity, expand their business opportunities, and contribute to the Freshworks community.
Freshservice Pricing Plans
Freshwork Discount
Freshservice offers four pricing plans: Starter, Growth, Pro, and Enterprise. Each plan comes with a set of features designed to meet the needs of different organizations. Here is a breakdown of each plan:
1. Starter:
– Price: ₹1,399/agent/month, billed annually or ₹2,099/agent/month, billed monthly.
– Features: Workspaces, Incident Management, Knowledge Base, Self Service Portal, SLA Management, Workflow Automator, Orchestration, ServiceBot on Microsoft Teams and Slack, Access Controls, Analytics Starter, Multiple Portal Languages, Custom SSL, Marketplace Apps, Mobile Apps, 1000 Orchestration transactions/mo/account.
2. Growth:
– Price: ₹3,599/agent/month, billed annually, or ₹4,299/agent/month, billed monthly.
– Everything in Starter and additional features: Service Catalog, Asset Management (includes 100 managed assets), Purchase Order Management, Employee Onboarding, On-call Management, Portal Customization, MSP Mode, Multiple SLAs, Business Rules, Approval Workflows, Business Hours, Cloud Management, and 2000 Orchestration transactions/mo/account.
3. Pro:
– Price: ₹6,999/agent/month, billed annually, or ₹8,599/agent/month, billed monthly.
– Everything in Growth and additional features: Problem Management, Change Management, Release Management, Project Management, SaaS Management Add-on, Software License Management, Contract Management, Alert Management, Service Health Monitoring, Analytics Pro, Team Dashboards, IP Range Restrictions, 5000 Orchestration transactions/mo/account, and Workload Management.
4. Enterprise:
– Price: ₹8,799/agent/month, billed annually, or ₹10,799/agent/month, billed monthly.
– Everything in Pro and additional features: ServiceBot with Virtual Agent on Microsoft Teams and Slack Beta, Freddy Agent Assist Beta, Sandbox, Audit Logs, and 20,000 Orchestration transactions/mo/account.
Freshservice also offers various add-ons that allow you to enhance your experience and expand functionality:
1. Orchestration Transaction Pack:
– Price: ₹16,590.
– 1000 Transactions per pack.
– Validity: End of the Billing cycle.
2. Asset Pack:
– Price: ₹4,999/month for a pack of 500 assets.
– Unlimited assets available at ₹99,555/month.
– Available on Growth, Pro, and Enterprise.
3. Additional Project Management Licenses:
– Price: ₹995/user/month.
– Available on Pro and Enterprise.
– Allows you to invite other team members to collaborate on Projects, giving them exclusive access to the Project Management module within Freshservice.
4. SaaS Management:
– Price: ₹65/employee/month.
– Available on Pro and Enterprise.
– Validity
: End of the Billing cycle.
– The add-on cost per month is based on the number of employees in an organization.
5. Business Agents:
– Price: ₹3,099/agent/month.
– Available on Pro and Enterprise.
– Unifies IT and business teams with a single service management platform for fast, easy, and seamless employee services.
Please note that the pricing mentioned here is subject to change, and it’s always recommended to visit the Freshservice website or contact their sales team for the most up-to-date pricing information.
| Plan | Starter | Growth | Pro | Enterprise |
| Price | ₹1,399/agent/month, billed annually | ₹3,599/agent/month, billed annually | ₹6,999/agent/month, billed annually | ₹8,799/agent/month, billed annually |
| ₹2,099/agent/month, billed monthly | ₹4,299/agent/month, billed monthly | ₹8,599/agent/month, billed monthly | ₹10,799/agent/month, billed monthly | |
| Features | Workspaces | Everything in Starter and… | Everything in Growth and… | Everything in Pro and… |
| Incident Management | Service Catalog | Problem Management | ServiceBot With Virtual Agent on Microsoft Teams and Slack Beta | |
| Knowledge Base | Asset Management – Includes 100 managed assets | Change Management | Freddy Agent Assist Beta | |
| Self Service Portal | Purchase Order Management | Release Management | Sandbox | |
| SLA Management | Employee Onboarding | Project Management | Audit Logs | |
| Workflow Automator | On-call Management | SaaS Management Add-on | 20,000 Orchestration transactions/mo/account | |
| Orchestration | Portal Customization | Software License Management | ||
| ServiceBot on Microsoft Teams and Slack | MSP Mode | Contract Management | ||
| Access Controls | Multiple SLAs | Alert Management | ||
| Analytics Starter | Business Rules | Service Health Monitoring | ||
| Multiple Portal Languages | Approval Workflows | Analytics Pro | ||
| Custom SSL | Business Hours | Team Dashboards | ||
| Marketplace Apps | Cloud Management | IP Range Restrictions | ||
| Mobile Apps | 2000 Orchestration transactions/mo/account | 5000 Orchestration transactions/mo/account | ||
| 1000 Orchestration transactions/mo/account | Workload Management | |||
| Add-ons | – | – | – | – |
| Orchestration Transaction Pack | – | – | – | – |
| Price: ₹16,590 | ||||
| 1000 Transactions per pack | ||||
| Validity: End of the Billing Cycle | ||||
| Asset Pack | – | – | – | – |
| Price: ₹4,999/month for a pack of 500 assets | ||||
| Unlimited assets at ₹99,555/month | ||||
| Available on Growth, Pro, and Enterprise | ||||
| Additional Project Management Licenses | – | – | – | – |
| Price: ₹995/user/month | ||||
| Available on Pro, Enterprise | ||||
| Invite other team members to collaborate on Projects | ||||
| These users will have exclusive access to the Project Management module within Freshservice | ||||
| SaaS Management | – | – | – | – |
| Price: ₹65/employee/month | ||||
| Available on Pro and Enterprise | ||||
| Validity: End of the Billing Cycle | ||||
| Business Agents | – | – | – | – |
| Price: ₹3,099/agent/month | ||||
| Available on Pro, Enterprise | ||||
| Unify IT and business teams with a single service management platform for fast, easy and seamless employee services |
Freshdesk Pricing Plans
Freshwork Discount- Freshdesk Contact Center Pricing Plans
Freshdesk Contact Center offers different pricing plans to meet the needs of businesses at various stages and requirements. Below is a detailed explanation of each plan:
1. Free Plan: This plan is designed for getting started with Freshdesk Contact Center. It is available at no cost for agents, but usage charges apply based on pay-per-minute billing. The Free plan includes features such as buying local and toll-free numbers, inbound caller ID, desktop notifications, call notes, custom greetings, call metrics, conversation properties, and inbox. However, it does not provide any free minutes.
2. Growth Plan: The Growth plan is suitable for businesses experiencing fast growth. It includes all the features of the Free plan and offers up to 2000 incoming minutes per month for free. Additional features in this plan include number porting, basic call queues, wait queues, voicemail, warm transfer, call recording, pre-built reports, parallel calling, and queue transfer.
3. Pro Plan: The Pro plan is designed for businesses that require high-performance customer support. It includes all the features of the Growth plan and provides up to 3000 incoming minutes per month for free. Additional features in this plan include holiday routing, advanced call metrics, call barging, call center agent statuses, call recording opt-out, agent availability report, queue callback (virtual hold), routing automation, call lifecycle, call monitoring, pause recordings, IVR (Phone Trees), custom reports, call conferencing, bring your own carrier, SIP connections, agent extensions, and smart escalations.
4. Enterprise Plan: The Enterprise plan is suitable for businesses requiring enterprise-grade support capabilities. It includes all the features of the Pro plan and offers up to 5000 incoming minutes per month for free. Additional features in this plan include speech-enabled IVR (Phone Trees) with Freddy, abandoned call metrics, service level monitoring, and 5000 bot sessions per month with Freddy.
It’s important to note that in addition to the agent pricing mentioned above, Freshdesk Contact Center also charges for usage based on the number of minutes used for inbound and outbound calls.
- Freshdesk Support Desk Pricing Plans
Freshdesk Support Desk offers different pricing plans to cater to the needs of businesses at different stages of growth. Here is a detailed explanation of each plan:
1. Free Plan: The Free plan allows you to get started with Freshdesk Support Desk at no cost. It includes features such as integrated ticketing across email and social channels, ticket dispatch, a knowledge base, ticket trend report, out-of-the-box analytics and reporting, team collaboration, and 24×7 email support. This plan is suitable for small teams with up to 10 agents.
2. Growth Plan: The Growth plan is designed to provide intuitive and industry-leading support for growing businesses. It includes all the features of the Free plan and adds additional capabilities. These include automation, collision detection, access to 1000+ marketplace apps for extended functionality, in-depth helpdesk reports, SLA management and business hours, custom email server settings, custom ticket views, custom ticket fields, and status, custom SSL, and the ability to easily track time spent by agents on tickets. The Growth plan also provides 24×5 phone support.
3. Pro Plan: The Pro plan offers advanced automation features for high-performance support. It includes all the features of the Growth plan and introduces new functionalities. These include support for multiple products, allowing you to manage different offerings within a single helpdesk instance.
The Pro plan also includes up to 5000 collaborators, round-robin routing for fair ticket assignment, custom roles to define user permissions, custom objects to track additional information, custom reports, and dashboards for in-depth analytics, segmenting customers for personalized support, managing customer journey, canned forms for efficient ticket creation, version management in the knowledge base, community forums for customer collaboration, extendable API limits, CSAT surveys and reports, multiple SLA policies and business hours, SLA reminder and escalation, multilingual knowledge base, custom apps for extending functionality, average handling time (AHT) tracking, custom metrics, and report sharing capabilities.
4. Enterprise Plan: The Enterprise plan provides a fully-featured solution with additional enterprise-level support features. It includes all the functionalities of the Pro plan and introduces unlimited products support, a sandbox environment for testing and development, agent shift management across different time zones, an assist bot for automated assistance, an email bot for email automation, an audit log with Freddy for tracking system activities, skill-based routing for efficient ticket assignment, knowledge base approval workflow with Freddy, flexible knowledge base hierarchy with Freddy, IP range restriction with Freddy, auto-triage with Freddy for predicting ticket fields, article suggester for knowledge base content creation, canned response suggester for quick replies, and AI-powered social signals for identifying customer sentiment and trends.
- Freshdesk Omnichannel Suite Pricing Plans
Freshdesk Omnichannel Suite offers comprehensive solutions for businesses to provide seamless omnichannel customer service. Here is a detailed explanation of each pricing plan:
1. Growth Omnichannel: The Growth Omnichannel plan is designed for growing businesses and includes a unified solution with bots and automation. It offers email, social media, messaging, and telephony channels for customer interactions. Key features include up to 2000 bot sessions per month with FREDDY, up to 2000 incoming minutes per month, industry bot templates, multilingual chatbots, chatbot analytics, messaging topics, a unified customer record, a knowledge base, support for various channels such as WhatsApp Business, Instagram DM, Google Business Messages, Apple Business Chat, LINE, SMS, community forums, integration with platforms like WordPress and Shopify, contact management, custom inbox views, global SLAs and business hours, FAQs, private notes, access to 1000+ marketplace apps, automation, the ability to choose your data center location, an omnichannel dashboard, omnichannel analytics, in-depth helpdesk reports, custom email server settings, customizable ticket fields and status, custom SSL, and 24×7 email support. Additionally, this plan provides 24×5 phone support.
2. Pro Omnichannel: The Pro Omnichannel plan offers full channel coverage and custom reporting capabilities for high-performance customer support. It includes all the features of the Growth Omnichannel plan and adds additional functionalities. These include custom reporting and analytics, multiple SLA policies, support for up to 5000 collaborators, CSAT survey and reports, custom roles and permissions, multilingual support, Omniroute for intelligent ticket routing, up to 3000 bot sessions per month with FREDDY, up to 3000 local incoming minutes per month, an omnichannel customer timeline, an omnichannel knowledge base, a 360-degree view of the customer, custom apps for extended functionality, assignment rules for ticket routing, user segmentation, co-browsing for collaborative support, multi-product content management, support for multiple ticket forms, parent-child ticketing for managing complex issues, average handling time (AHT) tracking, extendable API limits, 24×5 chat support, report sharing, and custom metrics to track specific performance indicators.
3. Enterprise Omnichannel: The Enterprise Omnichannel plan provides full channel coverage with advanced AI and bots for enterprise-level support. It includes all the features of the Pro Omnichannel plan and introduces additional capabilities. These include access to a sandbox environment for testing and development, support for custom objects to store additional information, up to 5000 bot sessions per month with FREDDY, up to 5000 local incoming minutes per month, email bot with FREDDY for automated email responses, assist bot for automated customer assistance, voicebot for voice-based interactions, speech IVR bot with FREDDY for interactive voice response, bot reporting with FREDDY for performance analysis, auto-triage for predicting ticket fields, user authentication (JWT) for secure access, IP range restriction for enhanced security, skill-based ticket assignment for efficient routing, AI-powered social signals for sentiment analysis and trend detection, thank you detector to identify customer appreciation, canned response suggester for quick replies, article suggester for knowledge base content creation, advanced ticket scope for managing complex ticket relationships, flexible knowledge base hierarchy for effective content organization, custom metrics for tailored performance tracking, and report sharing capabilities.
- Freshdesk Customer Success Pricing Plans
Freshdesk Customer Success offers two pricing plans: Estate and Forest. Here is a detailed explanation of each plan:
1. Estate: The Estate plan is designed for dedicated success teams. It is priced at $79 per user per month when billed annually, or $95 per user per month when billed monthly. Additionally, there is a platform fee of $499 per month when billed annually, or $625 per month when billed monthly. The plan includes the following features:
– 10,000 Accounts: The Estate plan allows you to manage up to 10,000 customer accounts.
– 100,000 Emails per month: You can send up to 100,000 emails to your customers.
– 3 Maintained Integrations: You can integrate Freshdesk Customer Success with up to three external systems for seamless data exchange.
– Health Scoring: Assess the health of your customer accounts based on predefined criteria and indicators.
– Proactive Alerts: Receive real-time alerts and notifications to stay informed about critical customer situations.
– Reporting and Analytics: Gain insights into customer success metrics through comprehensive reports and analytics.
– Goal and Task Management: Set goals and manage tasks to drive customer success initiatives effectively.
– Email Campaigns: Create and send targeted email campaigns to engage and nurture your customers.
– Email Triggers: Automate email notifications and communications based on customer behavior or predefined events.
2. Forest: The Forest plan is tailored for enterprise-level customer success. It is priced at $129 per user per month or $150 per user per month when billed monthly. Additionally, there is a platform fee of $749 per month when billed annually, or $950 per month when billed monthly. The plan includes all the features of the Estate plan, and it offers additional capabilities:
– 200,000 Accounts: Manage up to 200,000 customer accounts with the Forest plan.
– 250,000 Emails per month: Send up to 250,000 emails to your customers.
– 8 Maintained Integrations: Integrate Freshdesk Customer Success with up to eight external systems for enhanced data connectivity.
– Account Hierarchy: Establish hierarchical relationships among customer accounts to manage complex organizational structures.
– Team Performance: Monitor and track the performance of your customer success teams to ensure efficiency and productivity.
– Multiple Products: Manage customer success for multiple products or services within a unified platform.
– Enterprise SLA: Access enterprise-level service level agreements for priority support and guaranteed response times.
| Freshdesk Customer Success Pricing | Estate | Forest |
| Pricing | $79/user/month (billed annually) | $129/user/month (billed annually) |
| $95/user/month (billed monthly) | $150/user/month (billed monthly) | |
| Platform Fee | $499/month (billed annually) | $749/month (billed annually) |
| $625/month (billed monthly) | $950/month (billed monthly) | |
| Number of Accounts | 10,000 | 200,000 |
| Number of Emails per Month | 100,000 | 250,000 |
| Number of Maintained Integrations | 3 | 8 |
| Health Scoring | Yes | Yes |
| Proactive Alerts | Yes | Yes |
| Reporting and Analytics | Yes | Yes |
| Goal and Task Management | Yes | Yes |
| Email Campaigns | Yes | Yes |
| Email Triggers | Yes | Yes |
| Account Hierarchy | – | Yes |
4. Freshdesk Freshchat Pricing Plans
| Freshchat Pricing | Free | Growth | Pro | Enterprise |
| Pricing | ₹ 0 | ₹ 999/agent/month (billed annually) | ₹ 2799/agent/month (billed annually) | ₹ 4999/agent/month (billed annually) |
| ₹ 1199/agent/month (billed monthly) | ₹ 3399/agent/month (billed monthly) | ₹ 5999/agent/month (billed monthly) | ||
| Number of Agents | Up to 100 | Up to 100 | Up to 100 | Up to 100 |
| Sessions | No FREE sessions | – | – | – |
| Campaign Contacts | 100 | 500 | 500 | 500 |
| Chatbots | Freddy | Chatbots Freddy | Chatbots Freddy | Chatbots Freddy |
| Chatbot Analytics | Freddy | Chatbot Analytics Freddy | Chatbot Analytics Freddy | Chatbot Analytics Freddy |
| Inbox Views | Yes | Yes | Yes | Yes |
| Topics | Yes | Yes | Yes | Yes |
| Groups | Yes | Yes | Yes | Yes |
| Conversation Labels | Yes | Yes | Yes | Yes |
| Bulk Actions | Yes | Yes | Yes | Yes |
| User Properties | Yes | Yes | Yes | Yes |
| Yes | Yes | Yes | Yes | |
| Mobile SDK | Yes | Yes | Yes | Yes |
| WordPress | Yes | Yes | Yes | Yes |
| Shopify | Yes | Yes | Yes | Yes |
| Conversation Switch | Yes | Yes | Yes | Yes |
| Contact enhancement | Yes | Yes | Yes | Yes |
| Threads | Yes | Yes | Yes | Yes |
| Conversation properties | Yes | Yes | Yes | Yes |
| Bot Sessions | – | Up to 2000 bot sessions/month FREE | Up to 3000 bot sessions/month FREE | Up to 5000 bot sessions/month FREE |
| Assignment Rules | – | Yes | Yes | Yes |
| Priority Inbox | – | Yes | Yes | Yes |
| Canned Responses | – | Yes | Yes | Yes |
| Private Notes | – | Yes | Yes | Yes |
| User Events & Timeline | – | Yes | Yes | Yes |
| User Segmentation | – | Yes | Yes | Yes |
| Business Hours (Global) | – | Yes | Yes | Yes |
| Offline Experience | – | Yes | Yes | Yes |
| Basic Dashboard | – | Yes | Yes | Yes |
| FAQs | – | Yes | Yes | Yes |
| Conversations Overview Report | – | Yes | Yes | Yes |
| Facebook Messenger | – | Yes | Yes | Yes |
| Files | – | Yes | Yes | Yes |
| Marketplace (App Store) | – | Yes | Yes | Yes |
| SMS | – | Yes | Yes | Yes |
| WhatsApp Business | – | Yes | Yes | Yes |
| Freshdesk integration | – | Yes | Yes | Yes |
| Instagram DM | – | Yes | Yes | Yes |
| LINE | – | Yes | Yes | Yes |
| Google Business Messages | – | Yes | Yes | Yes |
| Task management | – | Yes | Yes | Yes |
| Telephony in Freshchat | – | Yes | Yes | Yes |
| Allowed Domains | – | – | – | Up to 5000 bot sessions/month FREE |
| User Authentication (JWT) | – | – | – | Yes |
| Freshsales Pricing | Growth (Free for 3 Users) | Pro | Enterprise |
| Pricing | ₹ 999/user/month (billed annually) | ₹ 2,799/user/month (billed annually) | ₹ 4,999/user/month (billed annually) |
| ₹ 1,199/user/month (billed monthly) | ₹ 3,399/user/month (billed monthly) | ₹ 5,999/user/month (billed monthly) | |
| Number of Users | Free for 3 Users | – | – |
| Contact, Account & Deal Management | Yes | Yes | Yes |
| Built-in Chat, Email & Phone | Yes | Yes | Yes |
| AI-powered Contact Scoring | Yes | – | – |
| Bot Sessions | Up to 2,000 bot sessions/month Freddy | Up to 3,000 bot sessions/month Freddy | Up to 5,000 bot sessions/month Freddy |
| Sales Sequences | Yes | – | – |
| CPQ License | 1 | – | – |
| Multiple Sales Pipelines | – | Yes | Yes |
| Time-based Workflows | – | Yes | Yes |
| AI-powered Deal Insights & Next Best Action | – | Yes | Yes |
| Sales Teams & Territory Management | – | Yes | – |
| Custom Modules | – | – | Yes |
| AI-based Forecasting Insights | – | – | Yes |
| Freshmarketer Pricing | Free | Growth | Pro | Enterprise |
| Pricing | ₹0/month, with 100 marketing contacts (billed annually) | Starts at ₹1,299/month, with 2,000 marketing contacts (billed annually) | Starts at ₹10,499/month, with 5,000 marketing contacts (billed annually) | Starts at ₹20,999/month, with 10,000 marketing contacts (billed annually) |
| ₹0/month, with 100 marketing contacts (billed monthly) | ₹1,599/month, with 2,000 marketing contacts (billed monthly) | ₹12,599/month, with 5,000 marketing contacts (billed monthly) | ₹25,199/month, with 10,000 marketing contacts (billed monthly) | |
| Contact & Account Management | Yes | Yes | Yes | Yes |
| Contact Lifecycle Stages | Yes | – | – | – |
| Website Tracking & Built-in Chat | Yes | – | – | – |
| Social Media Campaigns | Yes | – | – | – |
| Shopify Integration | Shopify | Shopify | Shopify | Shopify |
| Additional Marketing Contacts | – | Additional 10,000 Marketing Contacts (Shopify) | Additional 10,000 Marketing Contacts (Shopify) | Additional 10,000 Marketing Contacts (Shopify) |
| Email Marketing Campaigns | Yes | – | – | – |
| 24×5 Support | Yes | – | – | – |
| Drag-and-drop Journey Builder | – | Yes | – | – |
| Multichannel Engagement | – | Email, SMS & WhatsApp | – | – |
| Behavioral Targeting | – | Yes | – | – |
| Segmentation based on Shopify events | – | Yes (Shopify) | – | – |
| Custom Playbooks | – | Yes (Shopify) | – | – |
| Performance Report | – | Yes (Shopify) | – | – |
| Up to 2,000 Bot Sessions/Month | – | Yes | – | – |
| Industry Playbooks | – | Yes | – | – |
| Custom Reports & Dashboards | – | Yes | – | – |
| Back in stock notifications | – | Yes (Shopify) | – | – |
| Advanced Webhooks | – | – | Yes | – |
| Offline Events | – | – | Yes | – |
| Up to 3,000 Bot Sessions/Month | – | – | Yes | – |
| Custom Roles | – | – | Yes | – |
| Transactional Emails | – | – | – | Yes |
| Field-level Permissions | – | – | – | Yes |
| Dedicated Account Manager | – | – | – | Yes |
| Up to 5,000 Bot Sessions/Month | – | – | – | Yes |
| Advanced Metrics | – | – | – | Yes |
Freshworks vs Zoho
Freshworks and Zoho CRM are both excellent CRM solutions. They offer a comprehensive set of features, are easy to use, and have 24/7 support. However, Zoho CRM offers more customization options and integrations, while Freshworks is more affordable. Ultimately, the best CRM solution for you will depend on your specific needs and budget.
Here is a more detailed comparison of the two CRMs:
- Pricing: Freshworks starts at $15 per user per month, while Zoho CRM starts at $12 per user per month. Zoho CRM offers a wider range of pricing plans, including a free plan and a plan for enterprise customers.
- Ease of use: Both Freshworks and Zoho CRM are easy to use and navigate. However, Freshworks has a simpler user interface, which may be better for users who are new to CRM software.
- Features: Freshworks and Zoho CRM offer a comprehensive set of features, including sales force automation, marketing automation, customer service, and analytics. Zoho CRM offers more customization options, such as the ability to create custom fields and workflows.
- Integrations: Freshworks integrates with a limited number of third-party apps, while Zoho CRM integrates with a wide range of third-party apps. This means that Zoho CRM can be used with a wider variety of other software, such as accounting software and project management software.
- Support: Both Freshworks and Zoho CRM offer 24/7 support. However, Zoho CRM offers more support options, such as phone support and live chat.
- Security: Both Freshworks and Zoho CRM are HIPAA compliant. This means that they meet the security standards required for businesses that handle sensitive patient data.
Wrap-up
Freshwork DiscountFreshworks offers a comprehensive suite of customer engagement solutions that empower businesses to deliver exceptional customer experiences. With its user-friendly interface, intelligent automation, scalability, and reliable support, Freshworks stands out as a trusted partner for businesses seeking to optimize their customer engagement processes. Whether you’re looking to streamline your support operations, automate sales workflows, or enhance marketing campaigns, Freshworks provides the tools and capabilities necessary to drive growth and customer satisfaction.
Confused about the right tool for your company, reach out to us and get a free consulting.
Frequently Asked Questions Freshworks
1. What is Freshworks and what does it offer?
Freshworks is a leading software company that provides a suite of customer engagement solutions. Their platform includes a range of products such as Freshdesk for customer support, Freshsales for sales automation, Freshmarketer for marketing campaigns, and more. These tools help businesses effectively engage with customers, automate processes, and improve overall customer satisfaction.
2. How user-friendly is the Freshworks platform?
Freshworks prides itself on offering a user-friendly interface across all its products. The platform is designed to be intuitive and easy to navigate, ensuring a seamless experience for users. Whether you’re a support agent, sales representative, or marketer, you can quickly adapt to the platform and maximize your productivity.
3. Can Freshworks be customized to fit specific business needs?
Yes, Freshworks understands that every business is unique and offers extensive customization options. Users can customize workflows, configure settings, and personalize campaigns to align with their specific requirements. This flexibility allows businesses to tailor the Freshworks platform to their workflows, ensuring a more efficient and personalized customer engagement process.
4. Does Freshworks provide reliable customer support?
Absolutely. Freshworks is committed to providing reliable customer support. They offer 24/7 email and chat support, ensuring that businesses can get assistance whenever they need it. Additionally, Freshworks maintains an active user community and knowledge base, providing users with access to resources, best practices, and the opportunity to connect with other users for support and guidance.
5. Is Freshworks suitable for businesses of all sizes?
Yes, Freshworks company caters to businesses of all sizes, from startups to large enterprises. Their solutions are scalable, allowing businesses to start with the features they need and upgrade as they grow. Whether you’re a small team or a large organization, Freshworks offers the tools and resources to effectively engage with your customers and drive business success.