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Freshworks Vs Salesforce

Updated: Nov 24, 2022

Salesforce and Freshworks are two of the most popular CRM (customer relationship management) software programs on the market today. They both have pros and cons, but which is best for your business? In this article, we will compare Freshworks vs Salesforce and help you decide which program is right for you.

What is Freshworks?

Freshworks is a cloud-based customer engagement software company that provides a suite of products that help businesses better engage with their customers. Founded in 2010, Freshworks has over 200,000 customers worldwide and is backed by leading venture capitalists such as Accel Partners, Tiger Global Management, and Sequoia Capital India.

Freshworks' products include Freshdesk (a help desk software), Freshservice (ITSM software), Freshsales (a CRM software), and Freshchat (a live chat software). With its robust feature set and intuitive interface, Freshworks is one of the leading customer engagement platforms on the market today.

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What is Salesforce?

Salesforce is a customer relationship management (CRM) software that helps businesses keep track of their customers, sales, and other important data. It allows users to see all of their customer data in one place, which can help them make better decisions about sales and marketing. Salesforce also includes features that allow businesses to automate their sales and marketing processes, which can save time and money.

In addition, Salesforce provides several tools that help businesses customize their CRM system to meet their specific needs. As a result, Salesforce is a powerful tool that can help businesses improve customer relationships.

Comparing and Contrasting Freshworks and Salesforce

Regarding customer relationship management (CRM) software, two of the most popular options on the market are Freshworks and Salesforce. Both offer a wide range of features and benefits, but there are some key differences between the two. Here's a closer look at how Freshworks and Salesforce compare:

  1. Pricing: One of the biggest differences between Freshworks and Salesforce is price. Freshworks offers affordable pricing plans, making it a good option for small businesses or startups. On the other hand, Salesforce is a more expensive option, with prices starting at $25 per user per month.

  2. Ease of use: Another key difference is the ease of use. Freshworks is designed to be easy to use, with a simple interface that even inexperienced users can understand. Salesforce, however, is more complex and may require some training to use effectively.

  3. Features: When it comes to features, both Freshworks and Salesforce offer a wide range of options. However, there are some key differences. For example, Freshworks offers built-in call center software, while Salesforce does not. On the other hand, Salesforce offers advanced features like lead scoring and territory management, which are not available in Freshworks.

  4. Support: Both companies offer excellent support with multiple channels, including phone, email, and live chat. However, Salesforce has an edge regarding response times, with average wait times of just 10 minutes.

  5. Integrations: Regarding integrations, both companies offer a wide range of options. However, Salesforce has more than double the number of available integrations than Freshworks.

Freshworks and Salesforce are excellent CRM software options with much to offer users. The best choice for your business will depend on factors like budget, needs, and preferences.

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Pros And Cons Freshworks

Freshworks provides a suite of software solutions that can help streamline your business operations. However, like any software solution, it has its pros and cons.


Some of the main pros of Freshworks include its intuitive design, a wide range of features, and affordability. Intuitive design means that it is easy to use Freshworks and requires little to no training. This can save you time and money when implementing Freshworks into your business. Its wide range of features means that it can be used for various tasks, from customer relationship management (CRM) to project management. And its affordability makes it a great option for small businesses that are on a tight budget.


On the flip side, some of the main cons of Freshworks include its learning curve, lack of customization options, and limited integration options. The learning curve refers to how long it takes to learn how to use Freshworks effectively. While it is easy to use, it may take some time to learn all the features and how to use them effectively. Additionally, there are limited customization options, meaning you may have to change how you do things to use Freshworks. And finally, there are limited integration options, which means that you may not be able to connect Freshworks with other software solutions you are using.

Overall, Freshworks is a great option for businesses that are looking for an affordable and easy-to-use software solution. However, you should be aware of some trade-offs before making a decision. Weigh the pros and cons carefully to decide if Freshworks is right for your business.

Pros And Cons Salesforce

Salesforce is a cloud-based customer relationship management (CRM) software that enables businesses of all sizes to efficiently manage their customer data, sales, and marketing efforts. While Salesforce has many features that make it an attractive CRM solution for businesses, there are also some potential drawbacks to consider.

Salesforce Pros

  • Easy to use and learn. Salesforce’s Lightning interface is modern and intuitive, making it easy for users to get up and running quickly. Salesforce also offers an extensive online help portal and robust community forums where users can find answers to their questions.

  • Highly customizable. Salesforce’s extensive platform capabilities allow businesses to tailor the software to their specific needs and workflows.

  • Scalable and flexible. Salesforce’s cloud-based architecture makes it easy to scale up or down as needed, and its platform can be integrated with various third-party applications and systems.

  • Powerful features. Salesforce offers many features to help businesses automate their sales, marketing, and customer service processes, including reports and dashboards, lead management, opportunity tracking, and more.

  • Time-saving automation tooling allowing Ai capabilities. In recent years Salesforce has acquired many powerful automation platforms like Mulesoft & Clicktools, which save a Sales team considerable time by automating various processes in the Sales journey like data entry of leads received from various channels, assignment of tasks to team members, creating a common library of documents, etc.

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Salesforce Cons

  • Limited support for on-premises deployments. While Salesforce does offer some on-premises deployment options, the focus is definitely on cloud deployments. This might not be ideal for companies who are not ready or unable to move their data storage and processing off-premises.

  • High upfront costs. Salesforce can be expensive for small businesses, especially if they require customizations or add-ons to meet their specific needs.

  • (Limited) Functionality in certain areas. While Salesforce is a comprehensive CRM solution, there are certain areas where it falls short compared to its competitors. For example, its built-in reporting tools are not as robust as those offered by Microsoft Dynamics CRM or Oracle Siebel CRM.

  • Requires regular maintenance/updates due to its cloud-based nature. Since Salesforce is a cloud-based solution, businesses must keep up with the latest software updates to maintain compatibility and take advantage of new features as they become available. This can require dedicated IT resources, which may not be feasible or cost-effective for smaller organizations.

  • Lacks key features offered by its competitors, such as advanced analytics, social media monitoring & engagement tools, out-of-the-box forecasting & budgeting capabilities, etc. Overall, Salesforce is a powerful CRM solution with many features that can benefit businesses of all sizes. However, weighing the pros and cons carefully before deciding if Salesforce is the right fit for your organization is important.



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