Here’s everything you need to know before investing in Freshworks products.
Freshworks products* are among the most recognized tools in the cloud-based software and applications market. They are featured in Capterra Shortlist rankings of high-performing products for multiple software categories.
Although Freshworks is popular for Freshworks CRM, it has 11 more products that could make it hard to decide which Freshworks software you need. For instance, how do you choose between two products with similar functionality? Which would fit best with your existing tech stack? What are software reviewers saying?
To help you identify the best Freshworks software for your needs, we delved into our proprietary review data and research to show you what software buyers think about Freshworks products, what each product has to offer, and how they might differ.
Fast facts about Freshworks
Freshworks Inc. is an American cloud-based customer service software company. Its headquarters are located at 2950 S Delaware St, San Mateo, California, United States.
Founded: October 13, 2010
Founders: Girish Mathrubootham and Shan Krishnasamy
Customer base: Serves a wide range of more than 65000 customers including brands like American Express, Bridgestone, and several more in over 100 countries.
Revenue: $498 million in FY 2022
Source: Freshworks.com
What is Freshworks?
Freshworks’ products serve various business divisions. Most notably, their software solutions are designed to help customer support managers, customer relationship/customer success managers, and HR professionals.
Categorizing Freshworks' 11 products
We’ve classified Freshworks' 11 products, as of January 2024, into three categories:
Customer relationship management (CRM) and customer experience (CX) software
Customer service and support software
Human resources management system (HRMS)
Our categorization is based on our internal database of software features and functionality. Some products may fit into more than one category; we will acknowledge those that overlap in their respective sections.
Freshworks CRM and CX software
Customer relationship management (CRM) and customer experience software (CX) help businesses manage their interactions (such as sales inquiries and service requests) and relationships (such as ongoing support and post-purchase follow-up) with customers and potential customers.
It serves as a central platform to organize information, including customer contact details and interaction history, streamline communication, and nurture customer relationships.
These tools are designed to enhance customer engagement, improve team collaboration, and drive sales growth by offering a view of all customer interactions and providing insights for strategic decision-making.
Below, we’ll break down Freshworks’ five customer relationship management and customer experience solutions. Each product offers the core features we’d expect from a CRM and CX system: lead capture and management, interaction tracking, and task management.
Most reviewed Freshworks CRM software on Capterra
We have ample review data for the products below to share in-depth descriptions of users’ characteristics (e.g., business size and industry), as well as common positive and negative feedback from their reviews. (Read about our product descriptions.**)
1. Freshsales CRM
Freshsales is a customer relationship management (CRM) software, primarily aimed at sales and marketing automation. It offers a range of features for tracking sales, managing customer relationships, and data analysis.
Freshsales automation consolidates various CRM functions into one platform. It offers sales management features, including tracking sales cycles, managing leads, and automating sales pipelines. This CRM also has Freshsales analytics, a built-in feature that assists sales professionals in sifting through sheets of data.
The software allows teams to share updates and prepare reports together. Freshsales also offers lead tracking and generation features and automated processes.
To present the most up-to-date information, the product information below shows the latest real-time ratings, which may differ from the ratings values at the time this report's analysis was conducted, since new reviews may have been left in the meantime.
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Freshsales is a top-rated product appearing in 17 Capterra Shortlist reports: Sales Forecasting, Real Estate CRM, Predictive Lead Scoring, Contact Management, CRM, Social CRM Tools, Legal Case Management, Inside Sales, Online CRM, Sales Force Automation, Lead Capture, Marketing Analytics, Small Business CRM, Sales Tracking, Financial CRM, Email Tracking, Law Practice Management
Who commonly uses Freshsales CRM software?
We analyzed 601 verified user reviews of Freshsales CRM Software on Capterra to date for the following user industry breakdown:
We also analyzed reviews data to determine the sizes of businesses using Freshsales CRM software.
Seventy-six percent of Freshsales CRM software reviewers come from companies with 200 or fewer employees, typically considered small businesses. A CRM system like Freshsales could be beneficial for startups and small companies that need to efficiently manage customer relationships, sales pipelines, and marketing campaigns with limited time and staffing. Such systems often provide automation capabilities, lead scoring, and analytics, which are crucial for businesses looking to grow and scale their operations effectively.
What do reviewers think about Freshsales CRM software?
We analyzed reviews from 601 verified users of Freshsales CRM software as of January 2024. Using a natural language processing (NLP) model, we detected topics raised by reviewers in freeform responses and assigned a sentiment scoreAspects of Freshsales CRM software that reviewers feel most positively about:
Aspect | Average sentiment score | Example review excerpt |
|---|---|---|
Sales management | 6.8/10 | “The reporting and the analytics Freshsales offers help us in keeping track of all our data, activity and how we can streamline the process of sales and pipeline management.” |
Performance improvement | 5.9/10 | “We still enjoy Freshsales, but often find quirks and areas for improvement that we sent to our representative.” |
User interface | 5.9/10 | “It is very user-friendly and it has a left navigation panel that just lets navigating to any page easily and is very user friendly.” |
Aspects of Freshsales CRM software that reviewers find lacking:
Aspect | Average sentiment score
| Example review excerpt |
|---|---|---|
Integration options | 4.2/10 | “IVR and SMS gateway is not integrated with Indian based providers.” |
Reporting and dashboards | 4.2/10 | “Could not find an easy way to create custom exports (pipeline dump) or dashboards.” |
Appointment scheduling | 4.3/10 | “For every small issue, they push a calendly link in your face and want you to schedule.” |
Read all Freshsales CRM software reviews here.
Freshsales CRM integrations
Here are the top three most common Freshsales integrations*** based on our proprietary reviews data:
Freshsales and Gmail: This integration allows sales professionals to communicate with leads and customers directly within Freshsales. It syncs emails, tracks open and click rates, and helps users manage their sales pipeline without switching between applications.[1]
Freshsales and Freshdesk: This integrates your CRM with a common ticketing system, allowing sales reps to access customer support tickets from Freshdesk within Freshsales, offering context for better sales pitches and customer understanding.[2]
Freshsales and Zapier: This integration connects Freshsales with thousands of apps via Zapier, so you can automate workflows between Freshsales and other tools, for lead nurturing, task management, and data synchronization across platforms.[3]
Check out these resources to learn more about using CRM in your small business:
2. Freshping
Freshping is a real-time website monitoring software that offers instant notifications and comprehensive reports on website uptime and downtime. It is primarily used to track web services performance, assess hosting performance, and streamline operations.
Freshping offers features like email alerts, status landing pages, and compatibility with other platforms. It also offers integration with existing software, services, and systems, including custom integrations, Slack, Freshservice, and Freshdesk. Its pricing model includes free and trial options, making it suitable for start-up projects.
To present the most up-to-date information, the product information below shows the latest real-time ratings, which may differ from the ratings values at the time this report's analysis was conducted, since new reviews may have been left in the meantime.
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- Free Version
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Freshping is featured in 1 Capterra shortlist ranking: Website Monitoring
Who commonly uses Freshping website monitoring software?
We analyzed 563 verified user reviews of Freshping website monitoring software on Capterra to date for the following user industry breakdown:
We also analyzed reviews data to determine the sizes of businesses using Freshping website monitoring software.
Eighty-eight percent of the reviewers are from companies with 200 or fewer employees, falling into the small business category. Website monitoring tools like Freshping can be invaluable for these businesses to ensure website uptime and receive instant alerts.
This is especially important for maintaining their online presence with limited IT resources. Real-time outage detection and multi-location checks offered by such tools are beneficial in ensuring seamless customer experiences and operational continuity.
What do reviewers think about Freshping website monitoring software?
Aspects of Freshping website monitoring software that reviewers feel most positively about:
Aspect | Average sentiment score | Example review excerpt |
|---|---|---|
Setup and configuration | 7.6/10 | “I like that there are a lot of country options to use in one single management console, the configurability is great too.” |
Monitoring services | 7.4/10 | “Freshping will never let you down when it comes to continuous monitoring of your web services, greatly assist teams to keep track of service continuity and business impacts due to downtime.” |
Website management | 6.9/10 | “It’s free and it gives me a weekly email on the uptime of my website as well as an email if my website is down.” |
Aspects of Freshping website monitoring software that reviewers find lacking:
Aspect | Average sentiment score
| Example review excerpt |
|---|---|---|
Status page | 5.6/10 | “so if i want an internal status page i was not able to find a way to do it.” |
Site updates | 5.7/10 | “Didn't work for all sites; tried setting it up for sharepoint but it couldn't update status to UP while the site was up.” |
Feature set | 5.9/10 | “I think that more powerful features are not that easy to setup.” |
Read all Freshping website monitoring software reviews here.
Freshping integrations
Here are the top three most common Freshping integrations*** within the Freshworks suite based on our proprietary reviews data:
Freshping and Freshdesk: Integrating Freshping with Freshdesk allows support teams to instantly receive alerts about website downtime or performance issues as tickets, ensuring quick response and resolution for maintaining a seamless customer experience.[4]
Freshping and Freshservice: This combination alerts IT teams within Freshservice about any website or service outages detected by Freshping, facilitating swift action and minimizing downtime for critical business operations.[5]
Freshping and Freshstatus: Linking these tools enables automated status updates on Freshstatus based on Freshping's real-time monitoring, keeping customers and teams informed about website availability and incident progress.[6]
3. Freshmarketer
Freshmarketer is a cloud-based customer engagement, email marketing, and conversion rate optimization tool for online marketing activities.
It also entails features of a CRM and marketing automation platform, allowing businesses to track user behavior, conduct A/B testing, analyze website performance, and personalize customer experiences.
With its marketing channels, such as email, SMS, and social media campaigns, Freshmarketer enables businesses to communicate with customers.
It also lets marketers analyze their marketing process with features like heatmap tools, session recordings, and customer journey mapping, so they can make data-driven decisions with the intent of driving better ROI and revenue.
To present the most up-to-date information, the product information below shows the latest real-time ratings, which may differ from the ratings values at the time this report's analysis was conducted, since new reviews may have been left in the meantime.
Trial/Free Version
- Free Trial
- Free Version
Starting price
Device compatibility
Who commonly uses Freshmarketer marketing automation software?
We analyzed 25 verified user reviews of Freshmarketer software on Capterra to date for the following user industry breakdown:
We also analyzed reviews data to determine the sizes of businesses using Freshmarketer marketing automation software.
All Freshmarketer reviewers come from small businesses. Such tools are particularly beneficial for these companies, enabling them to optimize their marketing efforts even with limited resources. Features commonly found in these tools, such as email campaigns, conversion rate optimization, and analytics, help streamline marketing processes and improve engagement efficiently. This is crucial for small businesses that may not have large marketing teams.
What do reviewers think about Freshmarketer marketing automation software?
We don’t have enough reviewer commentary for Freshmarketer to categorize them with positive and negative sentiment scores. However, you may read all reviews for this product here.
Check out these resources to learn more about using email marketing automation in your small business:
4. Freshsuccess
Freshsuccess is a customer success platform that lets users view their customer data, including activity, revenue history, communications, product usage, and more.
It's designed to provide Customer Success Managers (CSMs) with the insights needed for engagement and risk mitigation.
The platform allows for customized account layouts to track critical metrics and integrates churn forecasting tools for B2B businesses. These features are intended to aid revenue growth and to predict and understand churn.
To present the most up-to-date information, the product information below shows the latest real-time ratings, which may differ from the ratings values at the time this report's analysis was conducted, since new reviews may have been left in the meantime.
Trial/Free Version
- Free Trial
- Free Version
Starting price
Device compatibility
What do reviewers think about Freshsuccess customer success software?
We have eight verified reviews for Freshsuccess customer success software as of January 2024. You may read all of them here.
Check out these resources to learn more about using customer success software in your small business:
5. Freshsurvey
Freshsurvey is a customer feedback platform that specializes in Net Promoter Score (NPS), Customer Effort Score (CES)It helps in gathering, viewing, analyzing, and acting on feedback from customers and employees.
With Freshsurvey, businesses can collect feedback across various channels, allowing them to understand and respond to customer sentiment and loyalty.
To present the most up-to-date information, the product information below shows the latest real-time ratings, which may differ from the ratings values at the time this report's analysis was conducted, since new reviews may have been left in the meantime.
Trial/Free Version
- Free Trial
- Free Version
Starting price
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What do reviewers think about Freshsurvey customer feedback software?
We have one verified review for Freshsurvey customer feedback software. You may read it here.
Check out these resources to learn more about using customer feedback and NPS in your small business:
Freshworks contact center, customer service, and support software
Contact center, customer service, and support software are designed to enhance customer engagement, improve team collaboration, and drive sales growth by offering a view of all customer interactions and providing insights for strategic decision-making.
These tools can help manage interactions, such as customer queries, support requests, and relationships, including ongoing support and post-issue follow-up.
They serve as a central platform to organize information like customer contact details and interaction history, streamline communication, and nurture customer relationships, providing features like call management, omnichannel support, performance analytics, and team collaboration tools.
Below, we’ll break down the six most reviewed Freshworks contact centers, customer service, and customer support solutions. Each product offers the core features we’d expect from customer support and service software: call center management, support ticket management, multi-channel communication, alerts/escalation, and customer database.
1. Freshcaller
Freshcaller is a cloud-based customer support software designed for IT support, contact centers, and HR teams so they can connect with a web browser and internet connection.
Key features include local and toll-free numbers, call masking, number porting, voicemail, business hours setting, multi-level IVR systems, and much more. These features are useful for approachability, call handling, and customer satisfaction.
To present the most up-to-date information, the product information below shows the latest real-time ratings, which may differ from the ratings values at the time this report's analysis was conducted, since new reviews may have been left in the meantime.
Trial/Free Version
- Free Trial
- Free Version
Starting price
Device compatibility
Who commonly uses Freshcaller customer support software?
We analyzed 35 verified user reviews of Freshcaller customer support software on Capterra to date for the following user industry breakdown:
We also analyzed reviews data to determine the sizes of businesses using Freshcaller customer support software.
Fifty-five percent of Freshcaller customer support software reviewers come from small businesses. Such software can benefit these businesses by optimizing customer communication and support, providing efficient solutions for managing customer interactions without the need for extensive resources.
What do reviewers think about Freshcaller customer support software?
We don’t have enough reviewer commentary for Freshcaller to categorize them with positive and negative sentiment scores. However, you may read all that we have here.
Check out these resources to learn more about using customer support and service in your small business:
2. Freshdesk
Freshdesk is a cloud-based help desk and customer support software, designed to manage customer inquiries and support tickets. It is particularly suited for businesses seeking to work on their customer support processes and customer satisfaction.
Freshdesk offers a built-in ticket management system, automation tools, analytics, and reporting features. It supports omnichannel communication, enabling businesses to interact with customers through various platforms such as email, phone, social media, and live chat.
The software's automation tools, including ticket routing and canned responses, are designed for on-time support processes. Freshdesk also offers customization options for ticket handling and provides visibility into customer satisfaction metrics.
It integrates with CRM systems, allowing for tracking and analysis of customer interactions. The software supports multiple languages and channels, and its chat support centralizes and manages customer inquiries across multiple channels.
To present the most up-to-date information, the product information below shows the latest real-time ratings, which may differ from the ratings values at the time this report's analysis was conducted, since new reviews may have been left in the meantime.
Trial/Free Version
- Free Trial
- Free Version
Starting price
Device compatibility
Freshdesk help desk software is featured in 11 Capterra Shortlist rankings: Complaint Management, Customer Engagement, Field Service Management, Customer Service, Help Desk, Lawn Care, Knowledge Base, Call Recording, Issue Tracking, Knowledge Management, ITSM
Who commonly uses Freshdesk help desk software?
We analyzed 3,246 verified user reviews of Freshdesk help desk software on Capterra to date for the following user industry breakdown:
We also analyzed reviews data to determine the sizes of businesses using Freshdesk help desk software.
Sixty-three percent of Freshdesk help desk software reviewers are from small businesses. This type of software can benefit smaller organizations with features such as 24/7 support (live representative), chat, and phone support. These functionalities are helpful in optimizing help desk operations, enabling small businesses to manage customer inquiries and support requests.
What do reviewers think about Freshdesk help desk software?
Aspects of Freshdesk help desk software that reviewers feel most positively about:
Aspect | Average sentiment score | Example review excerpt |
|---|---|---|
Customer support | 8.1/10 | “The most important thing is that it is branched and has more than one feature to serve our customers and follow up on their complaints or suggestions, whether through live chat, messenger, or WhatsApp and calls, as well as following up tickets and not delaying in responding to customers.” |
Ticket management | 7.5/10 | “Customers may view their ticket progress and history on this app, and it also includes comment submission and rating features for the best possible customer service and feedback.” |
Issue tracking dashboard | 7.3/10 | “We are using this in a Support capacity where the ability to track and then report on tickets, trends and root cause analysis is really important.” |
Aspects of Freshdesk help desk software that reviewers find lacking:
Aspect | Average sentiment score
| Example review excerpt |
|---|---|---|
Notifications and responses | 5.8/10 | “The free version doesn't allow to have more than one agent (at the same time) to solve a problem and it doesn't alert if the agent isn't working on the claim.” |
Pricing | 6.1/10 | “Freshdesk's price structure can be confusing, especially for new enterprises with limited resources.” |
Customization | 6.1/10 | “Other than that, some settings are placed under weird tabs so looking for them is a bit of a struggle (even with their help page open).” |
Read all Freshdesk help desk software reviews here.
Freshdesk integrations
Here are the top three most common Freshdesk integrations*** based on our proprietary reviews data:
Freshdesk and Slack: This integration allows teams to receive Freshdesk ticket updates in Slack (team communication platform), enabling quick collaboration and response. Users can also create and manage tickets directly within Slack, streamlining support processes.[7]
Freshdesk and Gmail: Connecting Freshdesk with Gmail enables support agents to convert emails into tickets and respond directly from Freshdesk. It ensures efficient tracking and management of customer queries without leaving the helpdesk environment.[8]
Freshdesk and Adobe Commerce: By integrating Freshdesk with Adobe Commerce (formerly Magento), businesses can manage eCommerce customer support tickets directly from their platform, ensuring a unified approach to customer service and eCommerce operations.[9]
Check out this resource to learn more about using a help desk in your small business:
3. Freshservice
Freshservice is an IT Service Management (ITSM) software that optimizes and automates IT operations. It is particularly suited for managing IT services, offering features like ticketing, asset management, incident and change management, and a knowledge base.
Freshservice also provides custom workflows, approval requirements, and automation for service requests to minimize work duplication and human error.
It includes a solutions base for users to request hardware and software. The software's ticket management system can manage all ticket information in one place.
Freshservice provides a support team to help users with their queries. The software integrates with asset management systems, Active Directory, and other third-party applications. It also offers customizable features to meet specific organizational needs.
To present the most up-to-date information, the product information below shows the latest real-time ratings, which may differ from the ratings values at the time this report's analysis was conducted, since new reviews may have been left in the meantime.
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Freshservice ITSM software is featured in 12 Capterra Shortlist rankings: Asset Tracking, Incident Management, IT Service, IT Asset Management, IT Management, Help Desk, Managed Service Providers (MSP), Issue Tracking, Knowledge Base, IT Project Management, ITSM, Knowledge Management
Who commonly uses Freshservice ITSM software?
We analyzed 565 verified user reviews of Freshservice ITSM software on Capterra to date for the following user industry breakdown:
We also analyzed reviews data to determine the sizes of businesses using Freshservice ITSM software.
Around 36% of small businesses use Freshservice ITSM software, which is less than half. Features such as email management, call center management, and complete permission control can be particularly worthwhile for small-scale organizations looking to set up an in-house ITSM division. Such software supports their operations by streamlining IT service management processes, even with limited resources.
What do reviewers think about Freshservice ITSM software?
Aspects of Freshservice ITSM software that reviewers feel most positively about:
Aspect | Average sentiment score | Example review excerpt |
|---|---|---|
Issue tracking dashboard | 7.2/10 | “The asset probe is super helpful for managing the fleet coupled with the new Procurement section makes tracking purchased assets and monthly reporting super helpful.” |
Ticket management | 6.9/10 | “We are solving 1200 tickets a week with a team of 22, and automating resolution of 320 tickets a week using workflow automator.” |
Pricing | 6.5/10 | “We have been using it for a few years because it does the basics well, is robust, and is fairly priced for the quantity and quality of its features.” |
Aspects of Freshservice ITSM software that reviewers find lacking:
Aspect | Average sentiment score
| Example review excerpt |
|---|---|---|
Notifications and responses | 5.4/10 | “Sometimes the response is slow depending on the timezone.” |
Reporting | 5.4/10 | “List of project codes old mixed with new - unable to remove old - as mentioned before.” |
Feature development | 5.6/10 | “While it is very effective and affordable, the fact that it comes with many features and capabilities makes it difficult to use” |
Read all Freshservice ITSM software reviews here.
Freshservice integrations
Here are the top three most common Freshservice integrations*** based on our proprietary reviews data:
Freshservice and Microsoft 365: This integration streamlines workflow by syncing user data in Freshservice with Microsoft calendars, providing a cohesive IT service management and productivity environment.[10]
Freshservice and TeamViewer: Combining Teamviewer, a remote support software, with Freshservice allows IT teams to initiate remote support sessions directly from Freshservice tickets, enhancing support efficiency and resolution times.[11]
Freshservice and Microsoft Azure: Integrating Freshservice with Microsoft Azure ensures automated user provisioning and de-provisioning, simplifying user management across IT services and Azure resources.[12]
4. Freshstatus
Freshstatus is an incident management software tool designed for managing system outages and communicating these statuses to customers through web-based status pages. It is part of the Freshworks suite and offers features such as incident reporting, system monitoring, and integration with other systems.
The software offers customizable status pages that provide system status overviews. It allows integration with various platforms like Slack, Gmail, and the Freshworks suite.
Freshstatus offers features like canned responses and system integration capabilities in its free version. It communicates major failures, scheduled maintenance, and other updates to customers, helping to reduce customer service rush.
To present the most up-to-date information, the product information below shows the latest real-time ratings, which may differ from the ratings values at the time this report's analysis was conducted, since new reviews may have been left in the meantime.
Trial/Free Version
- Free Trial
- Free Version
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Device compatibility
Freshstatus incident management software is featured in 1 Capterra Shortlist ranking: Incident management
Who commonly uses Freshstatus incident management software?
We analyzed 74 verified user reviews of Freshstatus incident management software on Capterra to date for the following user industry breakdown:
We also analyzed reviews data to determine the sizes of businesses using Freshstatus incident management software.
More than half, 77%, of Freshstatus users are small businesses. Features like incident reporting and instant notifications in software like Freshstatus can be valuable for businesses with limited resources.
What do reviewers think about Freshstatus incident management software?
Aspects of Freshstatus incident management software that reviewers feel most positively about:
Aspect | Average sentiment score | Example review excerpt |
|---|---|---|
Status pages | 7.9/10 | “FreshStatus is perfect for managing system outages (be that incidents or maintenance) and clearly displaying those statuses to your customer/users via web-based Status Pages.” |
Deployment and configuration | 7.3/10 | “It's easy to manage and the free version includes mostly everything we need.” |
Features | 6.9/10 | “Freshstatus has lots of features, such as canned responses and the ability to integrate with other systems.” |
Aspects of Freshstatus incident management software that reviewers find lacking:
Aspect | Average sentiment score
| Example review excerpt |
|---|---|---|
Team support | 4.6/10 | “the support not really show concern about some cases.” |
Workflow automation | 4.6/10 | “There's no way to schedule repeating maintenance.” |
User interface | 5.4/10 | “It took abit of time to get use to it and to login in.” |
Read all Freshstatus incident management software reviews here.
Freshstatus integrations
Here are the top three most common Freshstatus integrations*** based on our proprietary reviews data:
Freshstatus and Freshping: Integrating Freshstatus with Freshping allows for automatic status updates based on real-time website and service monitoring, providing immediate incident communication.[13]
Freshstatus and Freshdesk: Linking Freshstatus with Freshdesk enables support teams to communicate incident and system status directly to customers and stakeholders, enhancing transparency and trust.[14]
Freshstatus and Freshservice: This combination with Freshservice ensures that IT service disruptions and updates are automatically communicated through Freshstatus, keeping users informed about ongoing issues and maintenance.[15]
Check out these resources to learn more about incident management your small business:
5. Freshchat
Freshchat is a customer engagement software that provides live chat and omnichannel communication capabilities. It is particularly suited for businesses seeking real-time customer interaction, support management, and detailed engagement analytics.
Freshchat offers advanced automation, AI chatbots, and integration with social media platforms and other third-party applications.
It also provides real-time connection with customers, analytics reports, and customization options. Its features include Segmentation and Advanced Automation, Omnichannel integration, InteliAssign, and Canned Responses.
To present the most up-to-date information, the product information below shows the latest real-time ratings, which may differ from the ratings values at the time this report's analysis was conducted, since new reviews may have been left in the meantime.
Trial/Free Version
- Free Trial
- Free Version
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Freshchat live chat software is featured in 1 Capterra Shortlist ranking: Conversational AI platform
Who commonly uses Freshchat live chat software?
We analyzed 108 verified user reviews of Freshchat live chat software on Capterra to date for the following user industry breakdown:
We also analyzed reviews data to determine the sizes of businesses using Freshchat live chat software.
Seventy-six of Freshchat software users are small businesses. Emerging features such as AI chatbots for customer support, file sharing, mobile access, and real-time notifications can relieve the stress on a customer support team. Such tools are especially useful for small businesses looking to enhance customer engagement and support efficiency with limited resources.
What do reviewers think about Freshchat live chat software?
Aspects of Freshchat live chat software that reviewers feel most positively about:
Aspect | Average sentiment score | Example review excerpt |
|---|---|---|
Features | 8.0/10 | “We are very happy with the features in Freshchat, starting from Segmentation and even the Advanced Automation feature which makes it easy for us to create reminders for each of our Agents.” |
Chat functionality | 7.6/10 | “Live chat feature allows businesses to connect with customers in real-time.provides detailed analytics reports that businesses can use to track customer engagement, and identify trends.” |
Customer service | 7.5/10 | “We were using Freshchat for managing customer support queries for a delivery business.” |
Aspects of Freshchat live chat software that reviewers find lacking:
Aspect | Average sentiment score
| Example review excerpt |
|---|---|---|
Ticket management | 5.8/10 | “The software does not provide a ticketing system, though their is an AI layer query management requires a desk.” |
Chatbots | 6.1/10 | “I found the chatbot very expensive considering the volume of our chats.” |
Reporting | 6.3/10 | “Lack of advanced reporting capabilities.” |
Read all Freshchat live chat software reviews here.
Freshchat integrations
Here are the top three most common Freshchat integrations*** based on our proprietary reviews data:
Freshchat and Freshdesk: This integration allows management of customer conversations from chat to support tickets, for the purpose of providing a unified view of customer interactions.[16]
Freshchat and WhatsApp: Connecting Freshchat with WhatsApp enables businesses to manage and respond to WhatsApp messages directly from Freshchat, for the purpose of streamlining customer communication.[17]
Freshchat and Slack: Integrating Freshchat with Slack allows teams to receive and respond to customer messages directly within Slack, for the purpose of enhancing collaboration and response times.[18]
6. Freshworks Customer Service Suite
The Freshworks Customer Service Suite combines Freshchat's AI-driven conversational interface and chatbots with Freshdesk's ticketing and collaboration tools. This suite is designed to help businesses deliver customer support and includes additional capabilities like Freshcaller, Freshbots, and Freddy Copilot.
Key benefits include AI-powered automation for self-service across channels, productivity through intelligent agent assistance, and data-driven decision-making. It also offers unified agent management, dashboard, and analytics, alongside a self-service billing portal for easy subscription management.
To present the most up-to-date information, the product information below shows the latest real-time ratings, which may differ from the ratings values at the time this report's analysis was conducted, since new reviews may have been left in the meantime.
Trial/Free Version
- Free Trial
- Free Version
Starting price
Device compatibility
What do reviewers think about Freshworks Customer Service Suite software?
We don’t have enough reviewer commentary for Freshworks customer service suite software to categorize them with positive and negative sentiment scores.
Freshworks human resource management and recruiting software
HRMS and recruiting software are designed to enhance employee engagement, streamline recruitment processes, and support strategic HR planning by offering a comprehensive view of employee data and insights for informed decision-making. These tools manage interactions like candidate queries and employee support requests, and relationships including onboarding and ongoing development.
Serving as a central platform, they organize information such as candidate profiles and employee records, streamline communication, and nurture the employer-employee relationship with features like applicant tracking, performance management, and team collaboration tools.
1. Freshteam
Freshteam helps businesses with recruitment and human resources management. It offers features such as applicant tracking, employee management, and leave management.
The software integrates with job boards and other platforms and provides automation for data organization and cost reduction. Freshteam also helps with recruitment management by automating processes across all stages of recruitment, and by offering an applicant tracking system that can track communications, contracts, and employee information.
The leave management system is also available with an integrated system for managing everything in one place. Customer support is available via live chat and phone calls.
To present the most up-to-date information, the product information below shows the latest real-time ratings, which may differ from the ratings values at the time this report's analysis was conducted, since new reviews may have been left in the meantime.
Trial/Free Version
- Free Trial
- Free Version
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Freshteam recruiting software is featured in 2 Capterra Shortlist rankings: Onboarding, Leave Management System
Who commonly uses Freshteam recruiting software software?
We analyzed 207 verified user reviews of Freshcaller customer support software on Capterra to date for the following user industry breakdown:
We also analyzed reviews data to determine the sizes of businesses using Freshteam recruiting software.
More than half (77%) of Freshteam users are small businesses. Industry-standard features such as applicant tracking, job posting, resume research, and parsing in softwares like Freshteam can be really helpful for smaller firms and startups.
What do reviewers think about Freshteam recruiting software?
Aspects of Freshteam recruiting software that reviewers feel most positively about:
Aspect | Average sentiment score | Example review excerpt |
|---|---|---|
Onboarding | 8.7/10 | “It's integrated with several job boards, we can sponsor and manage almost everything in one place.” |
Recruitment management | 8.4/10 | “Freshteam has streamlined all of our recruitment needs along with that we were able to solve test feature as well with the help of integration.” |
Candidate tracking | 7.8/10 | “As we are a team of 200 People, it is easy to track multiple profiles under one Application tracking system and we found Freshteams after researching multiple other platforms and it is comfortable to use it.” |
Aspects of Freshteam recruiting software that reviewers find lacking:
Aspect | Average sentiment score
| Example review excerpt |
|---|---|---|
Pricing | 5.6/10 | “Pricing is a bit on the higher end.” |
Performance improvement | 5.7/10 | “This should be improved” |
System integration | 5.7/10 | “The integration with LinkedIn is not fantastic.” |
Read all Freshteam recruiting software reviews here.
Freshteam integrations
Here are the top three most common Freshteam integrations*** based on our proprietary reviews data:
Freshteam and Google Calendar: This integration syncs Google calendars with Freshteam’s dashboard for scheduling of interviews and meetings, ensuring coordination and efficiency.[19]
Freshteam and Google Meet: Integrating these allows for direct scheduling and joining of Google Meet video calls from within Freshteam, simplifying virtual interviews and meetings.[20]
Freshteam and LinkedIn for Business: Linking Freshteam with LinkedIn allows for easy job posting to LinkedIn and efficient candidate sourcing directly from the professional networking site.[21]
Check out these resources to learn more about HRM and recruiting in your small business:
Freshworks in the market
Freshworks is making a presence in the market because of its CRM and customer service products.
1. Freshworks IPO
Freshworks launched its initial public offering (IPO) in 2021. The company raised $1.03 billion in its U.S. IPO, valuing the firm at around $10.1 billion.[22] This move positioned Freshworks as a competitor in the cloud software domain, specifically against leading cloud software brands.
The offering involved 28,500,000 shares of Class A common stock priced at $36.00 per share. The IPO not only boosted Freshworks' market presence but also rewarded its employees, creating wealth and recognition for more than 500 individuals within the company, and showcasing the impact of its corporate growth and strategy.[23]
2. Freshworks marketplace
Freshworks has developed its marketplace for customer and business engagements. They call it a one-stop solution for users to discover apps across multiple Freshworks products.
This platform allows businesses to customize their workflows and integrate additional functionality and context into their IT service desk. This marketplace reflects Freshworks' initiative to improve its user base and market relevance.[24]
3. Freshworks investor relations
Freshworks has several investors including[25]:
Accel, a global venture capital firm that has backed companies such as Atlassian, Spotify, Facebook, Flipkart, Slack, and more for over 35+ years.
TigerGlobalManagement, a tech-focused investment firm with ten-year horizons and supports growth companies in the Internet and technology sectors.
CapitalG, formerly known as Google Capital, backs companies such as Stripe and CrowdStrike.
Sequoia Capital India, a startup investing firm with huge investments in Indian brands including Zomato, OlaCabs, and Practo.
Freshworks relations with their investors are always updated on their website’s dedicated page named “Investor relations”, for those who seek relevant updates.
4. Freshworks Academy
Freshworks Academy is the company’s initiative for customer success, offering training services. It's designed to help customers and professionals in utilizing Freshworks' suite of products through a variety of training courses, customer support, marketing, and sales education.
Enrolling in the Freshworks Academy is free and provides access to all its resources, including courses and certifications on Freshworks’ products, aimed at personal growth and business success.
Freshworks Academy claims to be, not just about learning, but also about building a community of like-minded professionals worldwide, all dedicated to mastering the complexities of SaaS solutions and driving enterprise success.[26]
5. Freshworks pricing
Freshworks as a vendor offers three pricing models[27]:
Growth: Starts at $33.65/monthly
Pro: Starts at $79.65/monthly
Enterprise: Starts at $128/monthly
Though individual Freshworks products have different pricing. Navigate each product’s product card at Capterra to know its pricing and more details.
Need more help comparing Freshworks products?
Capterra’s software comparison tool helps you compare competing software platforms against each other. By weighing your options and comparing and contrasting features, you’ll be better prepared to make a fully informed decision and successfully adopt the right software.
Below are additional resources to help you in your software selection process: