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Marketing automation solutions are a dime a dozen in the current software marketplace, so how do you know what is right for you? Before we try and tackle this question in our Freshmarketer review, lets take a look at what it is.

Freshmarketer is a customer experience optimization platform that provides a range of tools to help businesses improve the customer experience on their websites. It includes features such as

• Heat maps, which show where visitors are clicking on a website;
• Session replay, which allows businesses to watch recordings of visitors’ interactions with their websites;
• Form analytics, which helps businesses understand how visitors are using their forms; and
• Live chat, which enables businesses to communicate with visitors in real-time.

Freshmarketer is developed and marketed by Freshworks, a software company that provides a range of business software solutions.

TLDR – Freshmarketer Review Summary

How does Freshmarketer work?

Freshmarketer is a customer experience optimization platform that provides a range of tools to help businesses understand how visitors interact with their websites and identify areas for improvement. Here’s an overview of how Freshmarketer works:

1. Install Freshmarketer: To use Freshmarketer, you will need to install it on your website. This involves adding a small piece of code to your website’s HTML or using a plugin if you are using a content management system such as WordPress.
2. Collect data: Once Freshmarketer is installed, it will begin collecting data on how visitors interact with your website. This includes information such as clicks, mouse movements, form submissions, and chat conversations.
3. Analyze data: Freshmarketer provides a range of tools that allow you to analyze the data that it collects. For example, you can use heat maps to see where visitors are clicking on your website, or you can use form analytics to understand how visitors are using your forms.
4. Identify areas for improvement: By analyzing the data collected by Freshmarketer, you can identify areas of your website where visitors may be experiencing confusion or friction. For example, you may find that visitors are frequently abandoning a form halfway through, which could indicate that the form is too long or confusing.
5. Make improvements: Based on the insights you gain from Freshmarketer, you can make improvements to your website to improve the customer experience. For example, you may decide to redesign a form to make it shorter and easier to complete, or you may add live chat to provide real-time assistance to visitors.
6. Monitor results: Freshmarketer provides tools for tracking the results of your improvements, such as conversion rate and customer satisfaction. This can help you understand whether your changes are having the desired effect and identify areas for further improvement.

Who is Freshmarketer for?

Freshmarketer is designed for businesses of all sizes who want to improve the customer experience on their websites. It can be used by a variety of different types of businesses, including e-commerce websites, B2B companies, and service-based businesses.

Freshmarketer is suitable for businesses that want to understand how visitors are interacting with their websites and identify areas for improvement, as well as businesses that want to increase conversion rates and customer satisfaction.

Freshmarketer can be used by a range of professionals, including marketers, customer service representatives, and website designers.

Freshmarketer Pricing – Free to Enterprise Solutions

Freshworks offers several pricing plans for Freshmarketer, including a free plan and several paid plans based on the number of monthly unique visitors to your website. Here is a breakdown of the different pricing levels:

1. Free plan: Freshmarketer’s free plan includes basic features such as heat maps, session replay, and form analytics. It is suitable for businesses with up to 2,000 monthly unique visitors.
2. Growth plan: The Growth plan is suitable for businesses with up to 10,000 monthly unique visitors. It includes all the features of the free plan, as well as live chat, custom user roles, and integrations with other Freshworks products. Prices for the Growth plan start at $29 per month.
3. Scale plan: The Scale plan is suitable for businesses with up to 50,000 monthly unique visitors. It includes all the features of the Growth plan, as well as advanced features such as customer feedback and chatbots. Prices for the Scale plan start at $79 per month.
4. Enterprise plan: The Enterprise plan is suitable for businesses with more than 50,000 monthly unique visitors. It includes all the features of the Scale plan, as well as additional features such as dedicated support and custom integrations. Prices for the Enterprise plan are customized based on the specific needs of each business.

Freshmarketer Key Features

Freshmarketer is a customer experience optimization platform that provides a range of tools to help businesses improve the customer experience on their websites. Some of the key features of Freshmarketer include:

Heat Maps

Heat maps are a feature of Freshmarketer that show where visitors are clicking on a website. They are a visual representation of data that helps businesses understand how visitors are interacting with their websites and identify areas for improvement.

Heat maps are created by collecting data on clicks and mouse movements on a website and displaying it as a color-coded map. The colors used in the map indicate the areas of the website that receive the most clicks or mouse movements. For example, areas of the map that are red may indicate a high level of activity, while areas of the map that are blue may indicate a low level of activity.

Heat maps can be helpful for businesses in a number of ways. For example, they can help businesses understand which parts of their website are getting the most attention from visitors, which can inform design and layout decisions. They can also help businesses identify areas of the website that may be causing confusion or frustration for visitors, which can be addressed through design or content changes.

Freshmarketer offers three types of heat maps: click heat maps, hover heat maps, and scroll heat maps. Click heat maps show where visitors are clicking on a website, hover heat maps show where visitors are hovering their mouse over a website, and scroll heat maps show how far visitors are scrolling down a website. Each type of heat map can provide different insights into how visitors are interacting with a website.

Session Replay

Session replay is a feature of Freshmarketer that allows businesses to watch recordings of visitors’ interactions with their websites. It is a tool that can help businesses understand how visitors are interacting with their websites and identify areas for improvement.

Session replay works by capturing data on visitor interactions with a website, such as clicks, mouse movements, and form submissions, and then creating a video recording of the visitor’s session. This allows businesses to watch a playback of the visitor’s session, which can provide insights into how the visitor navigated the website and interacted with its content.

Session replay can be helpful for businesses in a number of ways. For example, it can help businesses identify areas of the website that may be causing confusion or frustration for visitors. It can also help businesses understand which parts of the website are getting the most attention from visitors, which can inform design and layout decisions.

In addition to watching session replays, Freshmarketer also provides tools for filtering and searching session replays, which can help businesses identify specific patterns or behaviors that may be relevant to their analysis.

Form Analytics

Form analytics is a feature of Freshmarketer that helps businesses understand how visitors are using their forms. Forms are an important element of many websites, as they are used to collect information from visitors, such as contact information, feedback, or orders. Form analytics is a tool that can help businesses identify areas of their forms that may be causing difficulty or confusion for visitors, which can help improve the customer experience and increase conversion rates.

Freshmarketer’s form analytics tool provides a range of data and insights on how visitors are interacting with forms on a website. This includes information on the fields that visitors are filling out, the fields that are causing difficulty or confusion, and the fields that are being left blank. It also includes data on form submission rates and the time it takes visitors to complete forms.

By analyzing this data, businesses can identify areas of their forms that may be causing problems for visitors and make improvements to address these issues. For example, if a business finds that a particular field is causing confusion or is being left blank frequently, they may decide to reword the field or make it optional.

Live Chat

Live chat is a feature of Freshmarketer that enables businesses to communicate with visitors in real-time as they navigate a website. It is a tool that can help businesses provide assistance to visitors, answer questions, and resolve issues as they arise.

Live chat works by placing a chat widget on a website that visitors can use to send messages to a customer service representative or other designated team member. The chat widget can be accessed from any page on the website, making it easy for visitors to get help as they need it.

Freshmarketer’s live chat feature includes tools for managing chat conversations, such as the ability to assign chats to specific team members and track the status of chats. It also includes tools for analyzing chat data, such as the volume of chats, the average response time, and the resolution rate. This data can help businesses understand how their live chat function is performing and identify areas for improvement.

Custom User Roles

Custom user roles is a feature of Freshmarketer that allows businesses to customize access to the platform based on the roles and responsibilities of different team members. This can help ensure that team members have the tools and permissions they need to do their jobs effectively, while also preventing unauthorized access to sensitive data or features.

Freshmarketer allows businesses to create custom user roles and assign specific permissions to each role. For example, a business might create a “customer service representative” role that has access to live chat and customer feedback tools, but not to form analytics or heat maps. Alternatively, a business might create a “marketing manager” role that has access to all Freshmarketer features.

Custom user roles can be helpful for businesses with large or complex teams, as they can help ensure that team members have the tools and permissions they need to do their jobs effectively. They can also help businesses maintain control over access to sensitive data and features, which can be important for security and compliance purposes.

Journey Builder

Journey builder is a feature of Freshmarketer that allows businesses to create automated customer journeys that are triggered by specific actions or events. It is a tool that can help businesses engage with customers at key points in the customer lifecycle, such as when they first visit a website or make a purchase.

Journey builder works by allowing businesses to define specific triggers and actions that will initiate a customer journey. For example, a business might create a journey that is triggered when a visitor signs up for a newsletter, which could include sending a welcome email and a series of follow-up emails with information about the business’s products or services.

Journey builder includes tools for creating, managing, and analyzing customer journeys, such as the ability to set up branching logic to customize journeys based on customer actions, and to track the progress and performance of journeys. This can help businesses understand how their customer journeys are performing and identify areas for improvement.

Freshmarketer Integrations

Freshmarketer integrates with a range of other tools and platforms, including other Freshworks products and third-party tools.

Some of the tools and platforms that Freshmarketer integrates with include:

1. Freshworks CRM: Freshmarketer integrates with Freshworks CRM, a customer relationship management platform, which can help businesses manage customer interactions and track customer data.
2. Google Analytics: Freshmarketer integrates with Google Analytics, a web analytics platform, which can help businesses understand how visitors are interacting with their websites.
3. Zendesk: Freshmarketer integrates with Zendesk, a customer service platform, which can help businesses manage customer inquiries and support requests.
4. Salesforce: Freshmarketer integrates with Salesforce, a customer relationship management platform, which can help businesses manage customer data and interactions.
5. Mailchimp: Freshmarketer integrates with Mailchimp, an email marketing platform, which can help businesses create and send email campaigns to customers.
6. Slack: Freshmarketer integrates with Slack, a team communication platform, which can help businesses communicate and collaborate with team members.

These are just a few examples of the tools and platforms that Freshmarketer integrates with. The specific integrations available will depend on the plan that you choose. It’s worth noting that Freshmarketer may not integrate with all tools and platforms, and new integrations may be added or removed over time. It’s a good idea to check with Freshworks for the most up-to-date information on integrations.

The Pros and The Cons

Pros of Freshmarketer:

1. Wide range of tools: Freshmarketer includes a variety of tools that can help businesses improve the customer experience on their websites, including heat maps, session replay, form analytics, and live chat.
2. Customizable: Freshmarketer allows businesses to customize user roles and access to the platform, which can help ensure that team members have the tools and permissions they need to do their jobs effectively.
3. Mobile optimization: Freshmarketer is optimized for use on mobile devices, which can be helpful for businesses that want to improve the customer experience on mobile websites.
4. Integrations: Freshmarketer integrates with a range of other tools and platforms, including other Freshworks products and third-party tools such as Google Analytics and Zendesk.
5. Offers a comprehensive set of features at a reasonable price, making it suitable for advanced automation projects in a professional setting.
6. Features advanced analytics tools such as heat mapping and session replay.
7. Has a user-friendly, modern dashboard.
8. Integrates sales and marketing automation to enhance customer interaction.
9. Has excellent documentation and a intuitive user interface.

Cons of Freshmarketer:

1. Prices may be too high for small businesses, and the free plan does not include access to advanced features.
2. The Conversion Rate Optimization tool is not effective.
3. The behavior analysis and content management could be improved.

It’s worth noting that the pros and cons of Freshmarketer will depend on the specific needs and goals of each business. It’s a good idea to carefully consider your business’s needs and goals and compare them to the features and capabilities of Freshmarketer to determine if it is the right fit for your business.

Freshmarketer Competitors and Alternatives

Some of the main competitors of Freshmarketer include:

1. Crazy Egg: Crazy Egg is a customer experience optimization platform that provides a range of tools, including heat maps, session replay, and form analytics.
2. FullStory: FullStory is a customer experience optimization platform that provides a range of tools, including heat maps, session replay, and form analytics.
3. UserTesting: UserTesting is a customer experience optimization platform that provides tools for conducting user research, including usability testing and user interviews.
4. Qualtrics: Qualtrics is a customer experience management platform that provides tools for conducting customer research, including surveys, focus groups, and usability testing.
5. UserInterviews: UserInterviews is a customer research platform that provides tools for conducting user interviews and usability testing.

It’s worth noting that Freshmarketer and its competitors offer different tools and features, and the best fit for a particular business will depend on its specific needs and goals. It’s a good idea to carefully consider your business’s needs and goals and compare them to the features and capabilities of Freshmarketer and its competitors to determine the best fit for your business.

Freshmarketer Review – Is it For You?

Freshmarketer is one of the best marketing automation tools out there. With AI-powered tools becoming part of the existing marketplace, it is no surprise that marketers and businesses are moving towards tools and services that offer automation as a key part of their service. Freshmarketer qualifies in that regard, and you can also qualify it as marketing automation for small businesses. With the features offered by Freshmarketer, you boost conversions using various tools, including proper email marketing, lead generation campaign, sales funnel optimization, mail personalization, and multichannel engagement.

And, if you take Freshworks’ whole ecosystem into account, you get an excellent set of software tools to work with for your business. Overall, I highly recommend Freshmarketer as it has tons of features to explore and use that can positively impact how you do marketing automation.

We recommend Freshmarketer for …

• Small companies looking to scale their enterprise through email marketing campaigns.
• Small business owners searching for affordable email marketing software with integration opportunities.
• Marketing and sales professionals who don’t require intensive customer support or guidance.

We don’t recommend Freshmarketer for …

• Small and midsize businesses without a vested interest in integrated marketing solutions.
• Marketing professionals who want dedicated assistance troubleshooting email marketing issues.

Freshmarketer Frequently Asked Questions (FAQ)