Our Verdict
AI-powered CRM by Freshworks with built-in cloud telephony, Freddy AI for lead scoring, and multi-channel sales engagement at an affordable price point.
Rating Breakdown
Why Trust This Review
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Pros & Cons
Pros
- Generous free plan with contact management, pipeline, and built-in phone for up to 3 users
- Built-in cloud phone system in 90+ countries eliminates the need for separate telephony providers
- Freddy AI provides genuinely useful predictive lead scoring and next-best-action recommendations
- Excellent value for money — Growth plan at $9/user/month is one of the most affordable CRMs
- Seamless integration with the broader Freshworks ecosystem (Freshdesk, Freshmarketer)
Cons
- Freddy AI and advanced workflows locked behind Pro plan at $39/user/month
- Limited custom reporting compared to Salesforce or HubSpot enterprise tiers
- Customer support response times can be slow, especially on lower-tier plans
- Email automation and marketing features are basic compared to dedicated marketing CRMs
Full Review
Overview
Freshsales is a cloud-based CRM platform from Freshworks that combines contact management, deal tracking, and built-in communication tools into a single, affordable package. What sets Freshsales apart is its Freddy AI engine, which provides predictive lead scoring, email summarization, and next-best-action recommendations. The platform also includes a built-in cloud phone system, eliminating the need for separate business phone service for sales teams.
Key Strengths
- Freddy AI: AI-powered lead scoring that prioritizes contacts based on engagement and fit, plus email thread summarization and recommended actions to close deals faster.
- Built-in Cloud Phone: Toll-free and local numbers available in 90+ countries with call recording, voicemail, and auto-dialing. Can replace existing business phone providers.
- Free Plan Available: A genuinely useful free tier with contact management, sales pipeline, built-in phone, website integration, and mobile app for up to 3 users.
- Sales Sequences: Automated multi-step outreach sequences with email, phone, and SMS touchpoints to keep prospects engaged.
- Freshworks Ecosystem: Seamless integration with Freshdesk (support), Freshmarketer (marketing), and the broader Freshworks suite through the marketplace with over 1,000 apps.
Pricing Analysis
Freshsales offers four tiers: Free ($0, up to 3 users), Growth at $9/user/month, Pro at $39/user/month, and Enterprise at $59/user/month (all billed annually). A 21-day free trial is available. The Free plan is surprisingly generous with basic CRM and phone features. The Growth plan at $9/user/month is one of the best values in the CRM market. However, Freddy AI, advanced workflows, and sales sequences require the Pro plan at $39/user/month.
Who Is It Best For?
Freshsales is ideal for SMB sales teams (5-50 users) that want an all-in-one CRM with built-in phone capabilities without paying enterprise prices. It works particularly well for phone-heavy sales teams, startups needing fast implementation, and businesses already using other Freshworks products.
The Bottom Line
Freshsales delivers impressive value with its combination of AI-powered features, built-in calling, and an affordable price point. The free plan makes it accessible for startups, while the Pro plan offers enterprise-grade features at SMB pricing. Teams needing deep marketing automation or complex custom reporting may want to look at HubSpot or Salesforce, but for straightforward sales CRM with built-in phone, Freshsales is hard to beat on value.
Alternatives to Freshsales
Frequently Asked Questions
Freddy AI is Freshworks's built-in artificial intelligence engine. In Freshsales, it provides predictive lead scoring to prioritize your best opportunities, email thread summarization for quick context, next-best-action recommendations, and AI-based deal forecasting. Freddy AI is available on the Pro plan ($39/user/month) and above.
Yes, Freshsales includes a built-in cloud phone system even on the free plan. You can purchase local and toll-free numbers in over 90 countries, make and receive calls directly within the CRM, record calls, set up voicemails, and use auto-dialing features. This can eliminate the need for a separate business phone provider.
Both offer free plans, but they serve different needs. Freshsales excels at built-in phone capabilities and AI-powered sales features at lower price points. HubSpot offers stronger marketing automation, content management, and a broader ecosystem. Freshsales is better for phone-heavy sales teams on a budget, while HubSpot suits marketing-led sales organizations.
Written by
Sarah has spent 10+ years in marketing technology, working with companies from early-stage startups to Fortune 500 enterprises. She specializes in evaluating automation platforms, CRM integrations, and lead generation tools. Her reviews focus on real-world business impact and ROI.
Co-written by
Marcus has spent over a decade in SaaS integration and business automation. He specializes in evaluating API architectures, workflow automation tools, and sales funnel platforms. His reviews focus on implementation details, technical depth, and real-world integration scenarios.
Final Verdict
Freshsales scores 8.4/10
With a score of 8.4 out of 10, Freshsales is a strong performer that delivers great value. It's particularly well-suited for those looking for smb sales teams wanting an affordable all-in-one crm with built-in phone and ai-powered lead scoring.