Christopher Alderton
CRM Account Manager · 11-50
1 review written · 4.0 average
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Reviews by Christopher Alderton
★★★★★
Solid uptime record, and that matters more than most buyers realise until something goes wrong at 9am on a client deadline. Managing Freshsales instances on behalf of several clients over the past five-plus years, I've had a front-row seat to how the platform holds up under real pressure. The answer, most of the time, is pretty well. I can count meaningful outages on one hand. Planned maintenance windows are communicated in advance, and the status page actually reflects reality, which isn't something you can say about every SaaS vendor.
The bug history is where I'll be more measured. Early on, maybe 2019 into 2020, there were a handful of recurring sync issues between the email integration and contact records. Frustrating when you're accountable to a client and something silently drops. To their credit, Freshsales patched those within a reasonable cycle and the underlying problem hasn't resurfaced. More recently the platform has felt genuinely stable. Feature releases don't tend to break existing workflows, which is a low bar that plenty of tools still fail to clear. The Freddy AI additions rolled out without the chaos I've seen from competitors who shipped fast and fixed later.
The one downside I keep coming back to is the support queue when something does go wrong. Response times have dipped noticeably as the product has grown. For a small internal team that might be fine, but when I'm fielding a client asking why their pipeline view is misbehaving, waiting two business days for a first reply isn't acceptable. That gap between product reliability and support reliability is the main thing holding my recommendation short of five stars.
