Freshsales and Zendesk are competing in the customer relationship management and customer service spaces. While Freshsales offers competitive pricing and responsive support, Zendesk's robust feature set makes it an attractive option for those who prioritize capabilities.
Features: Freshsales provides intuitive lead scoring, seamless email tracking, and a built-in phone system tailored to boost sales team efficiency. Zendesk is equipped with a strong ticketing system, automation capabilities, and multichannel support, all of which are beneficial for extensive customer service operations.
Room for Improvement: Freshsales could enhance its enterprise-level features to cater to larger businesses more effectively. Zendesk might focus on simplifying its deployment process for non-technical users and providing more pricing flexibility for smaller organizations. Freshsales can also work on expanding its range of customizations, while Zendesk could improve on its initial setup to ease the onboarding process.
Ease of Deployment and Customer Service: Freshsales impresses with its straightforward deployment and highly responsive customer service, making onboarding seamless for new users. Zendesk, while offering comprehensive resources and support channels, can be more complex to deploy without technical support, making it more suitable for larger teams with technical expertise.
Pricing and ROI: Freshsales is valued for its cost-effective pricing, offering good ROI for budget-conscious businesses. Zendesk, despite its higher costs, provides a justified ROI through its expansive functionalities and support, beneficial for companies requiring advanced support tools.
| Product | Market Share (%) |
|---|---|
| Zendesk | 6.9% |
| Freshsales | 2.5% |
| Other | 90.6% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 2 |
| Large Enterprise | 1 |
| Company Size | Count |
|---|---|
| Small Business | 36 |
| Midsize Enterprise | 21 |
| Large Enterprise | 11 |
Freshsales is a single solution CRM designed for high-growth, high-velocity sales teams. The software includes integrated phone and email, user behaviour tracking, and lead scoring on one platform. Users can track events and manage a visual sales pipeline, as well as view custom reports and analytics. Email tracking features enable users to know when and how many times an email was opened, or a link was clicked on. Users can effectively engage with prospects by targeting the next set of email actions, and create personalised sales campaigns from email templates. Insightful email metrics tell users which emails are performing well and which aren’t. The Awaiting Response feature automatically lists contacts that need to be replied to. Freshsales enables direct calling with a simple click on a contact’s phone number. The solution records the entire conversation history including email conversations in one place. Users can add notes, schedule tasks, as well as make appointments. Freshsales also offers personalised welcome and voicemail messages for greeting customers. In-depth customer insights on prospects allow users to plan relevant conversations, and keep track of touch points using the activity timeline. Freshsales collects data and segments activities based on a contact’s behaviour. Users can get perspective on leads with advanced lead scoring, and prioritises important follow-ups. The visual sales pipeline provides complete visibility of deals across various stages. Users can sort and filter by close dates, helping to make more guided decisions for climbing up the sales ladder. Freshsales’ drag and drop navigation tool enables users to move deals across the sales pipeline into any stage. Users can call or email prospects directly from the deals dashboard for a non-interruptive workflow. Visual sales reports and revenue analytics monitor sales progress and identify successful campaigns by source, sales rep, territory, and more. Freshsales mobile apps for iOS and Android let users access deals while on-the-move and stay up-to-date on prospects at all times. Freshsales is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshservice IT Service Management Software etc. – with more than 100000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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