I configured the whole thing myself over two afternoons. No consultant, no administrator, no implementation partner. For a nine person sales team that is the difference between having a CRM and planning to get one.
Pros
Genuinely capable at nine dollars per user per month
Cons
No fast phone support on the lower plans
Ease of use
Value for money
Customer service
Functionality
8 found this helpful
Rachel Emerson
Finance Manager, Bluewater Consulting
United States·Marketing·51 to 200 employees
5.0
May 6, 2026
Verified userLinkedIn confirmedUsed less than 6 months
Sequences on Pro paid for the upgrade
Two way email sync means the whole thread sits on the deal and any of us can pick up a conversation. Handover between our SDR and the closer stopped losing context.
Pros
Real free tier for up to three users
Cons
Some features assume you run other Freshworks products
Ease of use
Value for money
Customer service
Functionality
7 found this helpful
Katherine Desai
Operations Manager, Meridian Dental Group
Canada·Real estate·1 to 10 employees
5.0
Nov 7, 2025
Used less than 6 months
Lead scoring that turned out to be right
Our reps used to keep the real pipeline in a spreadsheet and update the CRM on Friday. They stopped, because entering it here is faster than maintaining the spreadsheet was. That is the only measure of CRM success that matters.
Pros
AI contact and deal scoring that proves accurate over time
Cons
The step from Growth to Pro is more than four times the price
Ease of use
Value for money
Customer service
Functionality
7 found this helpful
Bruno Delgado
Controller, Cedar & Vine Interiors
United States·Healthcare·1 to 10 employees
2.0
Feb 16, 2025
Used 6 to 12 months
An import created duplicates we cleaned for weeks
First response took two days and asked me to restate the problem I had already described in detail. When we finally reached a technical person they were good. Getting there took a week on an issue that was blocking our team.
Pros
Two way email sync that keeps full context on the deal
Cons
Imports create duplicates without an obvious dry run
Ease of use
Value for money
Customer service
Functionality
7 found this helpful
Vincent Quigley
Finance Manager, Fairview Veterinary
United States·Accounting·11 to 50 employees
5.0
Jan 29, 2025
Verified userUsed less than 6 months
Calls log themselves against the record
Sequences arrived when we moved to Pro and our follow up stopped depending on whether a rep remembered. Reply rates went up measurably in the first quarter, which is the only reason I could justify the jump in price.
Pros
Configurable by a sales manager without an administrator
Cons
The step from Growth to Pro is more than four times the price
Ease of use
Value for money
Customer service
Functionality
7 found this helpful
Miguel Kaminski
Operations Manager, Silverbirch Accounting
United States·Manufacturing·11 to 50 employees
2.0
May 3, 2026
Used 2 or more years
An import created duplicates we cleaned for weeks
Our contact import created a few hundred duplicates because the matching rules are not obvious and there is no dry run. We spent the better part of three weeks cleaning it up in the middle of a quarter. Test on a small file first.
Pros
Real free tier for up to three users
Cons
No fast phone support on the lower plans
Ease of use
Value for money
Customer service
Functionality
6 found this helpful
Rosa Silva
People Operations Lead, Kestrel Analytics
United States·Financial services·1 to 10 employees
4.0
Oct 6, 2025
Used 1 to 2 years
Sequences on Pro paid for the upgrade
Our reps used to keep the real pipeline in a spreadsheet and update the CRM on Friday. They stopped, because entering it here is faster than maintaining the spreadsheet was. That is the only measure of CRM success that matters.
Pros
AI contact and deal scoring that proves accurate over time
Cons
The step from Growth to Pro is more than four times the price
Ease of use
Value for money
Customer service
Functionality
6 found this helpful
Daniel Nakashima
Chief of Staff, Copper Mountain Brewing
United States·Hospitality·1 to 10 employees
5.0
May 29, 2025
Verified userUsed 1 to 2 years
Set up without an administrator
I configured the whole thing myself over two afternoons. No consultant, no administrator, no implementation partner. For a nine person sales team that is the difference between having a CRM and planning to get one.
Pros
Built in phone with automatic call logging and recording
Cons
Imports create duplicates without an obvious dry run
Ease of use
Value for money
Customer service
Functionality
6 found this helpful
Keith Tillman
People Operations Lead, Maplewood Childcare
United States·Nonprofit·51 to 200 employees
5.0
Apr 16, 2025
Used 2 or more years
Free tier ran our first year
Nine dollars per user per month for pipeline management, email sync, scoring and automation is a price I did not have to justify to anyone. We ran Salesforce at a previous company for roughly fifteen times that and used about the same amount of it.
Pros
Built in phone with automatic call logging and recording
Cons
Imports create duplicates without an obvious dry run
Ease of use
Value for money
Customer service
Functionality
6 found this helpful
Ibrahim Thornton
Owner, Aurora Print House
United States·Retail·1 to 10 employees
4.0
Mar 13, 2025
Verified userLinkedIn confirmedUsed 6 to 12 months
The phone being built in changed our day
Nine dollars per user per month for pipeline management, email sync, scoring and automation is a price I did not have to justify to anyone. We ran Salesforce at a previous company for roughly fifteen times that and used about the same amount of it.
Pros
Real free tier for up to three users
Cons
Imports create duplicates without an obvious dry run
Ease of use
Value for money
Customer service
Functionality
6 found this helpful
Uma Ferrari
Bookkeeper, Harborline Supply
United States·Manufacturing·11 to 50 employees
3.0
Feb 24, 2026
Verified userLinkedIn confirmedUsed 1 to 2 years
Marketing automation is thin
The marketing side is basic list email and simple journeys. Next to a real marketing platform it is not a comparison, and we run Mailchimp alongside it.
Pros
Genuinely capable at nine dollars per user per month
Cons
No fast phone support on the lower plans
Ease of use
Value for money
Customer service
Functionality
5 found this helpful
Rohan Larkin
HR Manager, Northern Star Staffing
United States·Marketing·1 to 10 employees
5.0
Jul 31, 2025
LinkedIn confirmedUsed 1 to 2 years
Set up without an administrator
Our reps used to keep the real pipeline in a spreadsheet and update the CRM on Friday. They stopped, because entering it here is faster than maintaining the spreadsheet was. That is the only measure of CRM success that matters.
Pros
Real free tier for up to three users
Cons
The step from Growth to Pro is more than four times the price
Ease of use
Value for money
Customer service
Functionality
5 found this helpful
Nikhil Goldberg
Chief of Staff, Fairview Veterinary
Canada·Real estate·11 to 50 employees
5.0
Jul 27, 2025
Verified userUsed 2 or more years
Sequences on Pro paid for the upgrade
Sequences arrived when we moved to Pro and our follow up stopped depending on whether a rep remembered. Reply rates went up measurably in the first quarter, which is the only reason I could justify the jump in price.
Pros
AI contact and deal scoring that proves accurate over time
Cons
Marketing automation is thin next to a dedicated tool
Ease of use
Value for money
Customer service
Functionality
5 found this helpful
Ines Kaminski
Office Manager, Tidewater Marine Services
Other·Education·51 to 200 employees
5.0
Jun 17, 2025
Verified userLinkedIn confirmedUsed less than 6 months
Our reps stopped keeping a side spreadsheet
The AI scoring was something I ignored for six months and then noticed it was right. The contacts it pushes up genuinely convert more often, and our reps now work the list top down instead of by whoever shouted last.
Pros
Built in phone with automatic call logging and recording
Cons
No fast phone support on the lower plans
Ease of use
Value for money
Customer service
Functionality
5 found this helpful
Bethany Tremblay
Director of Finance, Tidewater Marine Services
Canada·Accounting·11 to 50 employees
1.0
Apr 5, 2025
Verified userLinkedIn confirmedUsed 2 or more years
Time zone decides your response time
Response times depend heavily on when you raise the ticket. Raise it in the US afternoon and you wait. There is no phone line that gets you a person quickly on our plan, which for a system the sales team depends on is a real gap.
Pros
AI contact and deal scoring that proves accurate over time
Cons
Marketing automation is thin next to a dedicated tool
Ease of use
Value for money
Customer service
Functionality
Response from the vendorApr 10, 2025
Thank you for the feedback and we are sorry about the response time on your ticket. That is not the standard we aim for. Please reply to your ticket requesting escalation and it will be routed to a senior engineer.
5 found this helpful
Harold Dupont
Chief of Staff, Hillcrest Family Clinic
United States·Retail·1 to 10 employees
4.0
Mar 11, 2025
Verified userLinkedIn confirmedUsed 1 to 2 years
Set up without an administrator
I configured the whole thing myself over two afternoons. No consultant, no administrator, no implementation partner. For a nine person sales team that is the difference between having a CRM and planning to get one.
Pros
Two way email sync that keeps full context on the deal
Cons
Some features assume you run other Freshworks products
Ease of use
Value for money
Customer service
Functionality
5 found this helpful
Odette Ainsworth
HR Manager, Harborline Supply
Canada·Education·51 to 200 employees
5.0
Jan 28, 2025
LinkedIn confirmedUsed 1 to 2 years
Our reps stopped keeping a side spreadsheet
I configured the whole thing myself over two afternoons. No consultant, no administrator, no implementation partner. For a nine person sales team that is the difference between having a CRM and planning to get one.
Pros
Real free tier for up to three users
Cons
No fast phone support on the lower plans
Ease of use
Value for money
Customer service
Functionality
5 found this helpful
Ingrid Xu
Operations Manager, Blackstone Contracting
United States·Construction·1 to 10 employees
5.0
Sep 20, 2024
Verified userLinkedIn confirmedUsed 6 to 12 months
Set up without an administrator
Our reps used to keep the real pipeline in a spreadsheet and update the CRM on Friday. They stopped, because entering it here is faster than maintaining the spreadsheet was. That is the only measure of CRM success that matters.
Pros
Two way email sync that keeps full context on the deal
Cons
No fast phone support on the lower plans
Ease of use
Value for money
Customer service
Functionality
5 found this helpful
Julius Abbott
Studio Director, Summit Physio
United States·Software·1 to 10 employees
4.0
Jun 4, 2026
Used 6 to 12 months
The phone being built in changed our day
I configured the whole thing myself over two afternoons. No consultant, no administrator, no implementation partner. For a nine person sales team that is the difference between having a CRM and planning to get one.
Pros
Real free tier for up to three users
Cons
Support first response times are slow
Ease of use
Value for money
Customer service
Functionality
4 found this helpful
Neil Dubois
Finance Manager, Lantern Creative
United States·Retail·11 to 50 employees
5.0
Dec 28, 2025
Verified userLinkedIn confirmedUsed 6 to 12 months
Our reps stopped keeping a side spreadsheet
The AI scoring was something I ignored for six months and then noticed it was right. The contacts it pushes up genuinely convert more often, and our reps now work the list top down instead of by whoever shouted last.
Pros
Configurable by a sales manager without an administrator
Cons
Some features assume you run other Freshworks products
Canada
United States