Freshworks VS Omnisend: Which Tool Is Better?

Freshworks VS Omnisend: Which Tool Is Better?

In today’s rapidly evolving digital landscape, selecting the optimal tools for digital marketing and customer engagement is not just beneficial; it’s a necessity for survival and growth. The right software can transform how you connect with your audience, streamline your marketing efforts, and enhance the overall customer experience. With a myriad of options available, it’s crucial to make an informed decision that aligns with your business goals, integrates seamlessly with your existing systems, and scales as you grow.

Enter Freshworks and Omnisend—two frontrunners in the realm of digital marketing and customer engagement platforms, each with its unique approach to empowering businesses. Freshworks offers a comprehensive suite of customer relationship management (CRM) tools, focusing on improving customer engagement, support, and sales productivity across various industries. On the other hand, Omnisend specializes in e-commerce marketing automation, providing robust email marketing solutions designed to increase sales without adding to the workload.

This blog post delves into a detailed comparison of Freshworks VS Omnisend, covering their core features, ease of use, integration capabilities, pricing, and much more. Whether you’re a small business owner, a marketing professional, or someone in between, understanding the nuances of these platforms will help you decide which tool is better suited to elevate your business. Join us as we explore the strengths and weaknesses of Freshworks and Omnisend, share success stories, and ultimately guide you towards making the best choice for your digital marketing and customer engagement needs.

Background and Core Features: Freshworks VS Omnisend

Freshworks: A Brief History and Mission

Founded in 2010, Freshworks began its journey with a simple yet compelling mission: to enable businesses of all sizes to delight their customers with intuitive, scalable, and affordable software solutions. Starting with Freshdesk, a pioneering customer support tool, Freshworks has expanded its suite to include a wide range of products designed to streamline customer engagement, sales, and marketing processes. The company’s commitment to building easy-to-use, feature-rich platforms has resonated with businesses worldwide, earning it a reputation as a go-to CRM solution that fosters better customer relationships.

Core Features of Freshworks

  • CRM & Sales Automation: Freshworks’ flagship CRM product, Freshsales, offers businesses a 360-degree view of their customers, combining sales automation, chat, and telephony in one solution.
  • Customer Support: Freshdesk, the product that started it all, revolutionizes customer support with multi-channel ticketing, automation, and self-service options.
  • Marketing Automation: Freshmarketer provides businesses with the tools they need for email marketing, conversion rate optimization, and user analytics.
  • IT Service Management (ITSM): Freshservice offers IT teams a robust tool for managing IT services, assets, and incidents efficiently.

Read 9 Best Freshworks Alternatives in 2024

Omnisend: A Brief History and Mission

Launched in 2014, Omnisend set out with a specific focus: to improve e-commerce marketing by making it more personalized and accessible. Recognizing the potential in automating the email marketing process without losing the personal touch, Omnisend has become a preferred choice for e-commerce businesses looking to scale their marketing efforts efficiently. The platform’s user-friendly design, combined with powerful automation capabilities, allows retailers to send highly targeted messages that drive sales and enhance customer loyalty.

Core Features of Omnisend

  • E-commerce Marketing Automation: Omnisend shines with its advanced automation workflows tailored to the e-commerce journey, from cart abandonment to post-purchase follow-ups.
  • Segmented Email Campaigns: Users can create dynamic email campaigns that segment customers based on their behavior, preferences, and purchase history, ensuring high relevancy and engagement.
  • SMS & Push Notifications: Beyond emails, Omnisend enables businesses to engage customers through SMS and web push notifications, creating a multi-channel marketing strategy.
  • Integration with E-commerce Platforms: Seamless integration with leading e-commerce platforms like Shopify, BigCommerce, and Magento makes it easy for retailers to sync their store data and automate their marketing campaigns effectively.

Both Freshworks and Omnisend offer robust solutions designed to meet specific business needs. Freshworks provides an all-encompassing suite of tools that cater to various aspects of customer engagement and support across industries. In contrast, Omnisend focuses on automating e-commerce marketing, helping retailers craft personalized customer journeys. Understanding the core features and unique selling propositions of each tool is crucial in determining which platform aligns best with your business objectives.

User Interface and Ease of Use: Freshworks VS Omnisend

Freshworks: User Interface

The user interface of Freshworks products is designed with simplicity and intuitiveness in mind. It boasts a clean, modern look that emphasizes clarity and ease of navigation. Users can easily access different modules like sales, marketing, and support through a unified dashboard, which provides a comprehensive overview of customer interactions and business operations. The interface is customizable, allowing users to tailor their workspace according to their preferences and the specific needs of their team.

Omnisend: User Interface

Omnisend’s user interface stands out for its user-friendly design, particularly catering to the needs of e-commerce marketers. The platform offers a straightforward, guided setup process for creating marketing campaigns, with drag-and-drop editors for emails and automation workflows. The dashboard is intuitively organized, providing quick access to key features like campaign performance, automation, and audience segmentation. Omnisend’s design focuses on minimizing complexity, making advanced marketing techniques accessible to users without requiring extensive technical knowledge.

Learning Curve and Ease of Setup

Freshworks Freshworks products are known for their relatively gentle learning curve. New users can get started quickly thanks to the platform’s intuitive design and helpful onboarding resources, including tutorials, webinars, and a comprehensive knowledge base. Setting up a Freshworks account involves simple steps, and integrating with existing systems is made easy through a wide range of plugins and APIs. The company also offers personalized support during the setup process, ensuring businesses can maximize the platform’s capabilities from the get-go.

Omnisend Omnisend is designed with e-commerce businesses in mind, which is reflected in its straightforward setup process. Even those new to email marketing can easily navigate its features, thanks to the intuitive user interface and step-by-step guides. Setting up Omnisend involves integrating your e-commerce platform, which is streamlined for major providers like Shopify, Magento, and WooCommerce. The platform offers robust support resources, including live chat, to assist users in quickly resolving any issues they may encounter.

In conclusion, both Freshworks and Omnisend offer user-friendly interfaces that cater to their respective audiences. Freshworks provides a versatile, customizable experience suitable for a wide range of business functions, from sales to support. Omnisend focuses on simplifying e-commerce marketing, making sophisticated automation accessible to all users. The choice between the two may ultimately depend on your specific business needs, with each platform offering distinct advantages in terms of user interface and ease of use.

Email Marketing Capabilities: Freshworks VS Omnisend

Email marketing remains a pivotal component of digital marketing strategies, offering unparalleled opportunities for engagement, conversion, and customer retention. Let’s delve into how Freshworks and Omnisend stack up in terms of email marketing capabilities, focusing on automation, templates, and personalization options, and look at examples of successful email campaigns facilitated by each platform.

Freshworks (via Freshmarketer) Automation

Freshmarketer, part of the Freshworks suite, offers robust email marketing tools designed to automate engagement with prospects and customers. Its automation capabilities include trigger-based email sequences that respond to user actions or milestones, such as signing up, making a purchase, or abandoning a cart. This ensures timely and relevant communication, crucial for nurturing leads and boosting customer loyalty.

Freshworks Templates and Personalization

Freshmarketer provides a variety of pre-designed email templates that cater to different business needs and occasions, from promotional messages to newsletters. These templates are fully customizable, allowing brands to maintain consistency with their visual identity. The platform’s personalization features are extensive, enabling marketers to tailor content based on user behavior, preferences, and data collected through CRM integration, thereby enhancing the relevance and effectiveness of their campaigns.

Omnisend Automation

Omnisend’s email marketing shines with its advanced automation workflows tailored specifically for e-commerce. Beyond basic trigger emails, Omnisend allows for complex sequences based on a multitude of behaviors and events, such as browsing history, purchase frequency, and product interest. This level of automation sophistication enables businesses to deliver highly targeted follow-ups, re-engagement campaigns, and cross-sell opportunities automatically.

Omnisend Templates and Personalization

Omnisend excels in offering e-commerce-focused email templates that are not only beautiful but also optimized for conversion. These templates are designed to showcase products effectively, with features like product recommendation blocks and dynamic discount codes. Personalization goes a step further with Omnisend, leveraging detailed customer data from e-commerce platforms to create highly individualized messages that speak directly to the recipient’s interests and shopping behavior.

Examples of Successful Email Campaigns

  • Freshworks: A tech company used Freshmarketer to implement a series of welcome emails for new subscribers, incorporating educational content and personalized product recommendations based on the subscriber’s initial website interactions. This approach resulted in a 25% increase in engagement rates and a significant boost in conversions from email.
  • Omnisend: An online retailer utilized Omnisend’s automation features to create a cart abandonment campaign that sent a series of three emails, each with a progressively larger discount offer. This campaign recovered 15% of abandoned carts, directly attributing a substantial revenue increase to the email sequence.

In summary, both Freshworks (via Freshmarketer) and Omnisend offer powerful email marketing capabilities, but with distinct focuses and strengths. Freshworks provides a broad set of features suitable for various types of businesses looking to automate and personalize their email marketing efforts. Omnisend, on the other hand, specializes in the specific needs of e-commerce businesses, offering advanced automation and personalization options designed to drive sales. The choice between them depends on your business model, the complexity of your email marketing needs, and the level of integration required with your existing systems.

Integration and Compatibility: Freshworks VS Omnisend

In today’s digital ecosystem, the ability of a tool to integrate seamlessly with other platforms and services is critical. It not only enhances operational efficiency but also ensures a cohesive user experience across different business functions. Freshworks and Omnisend both offer extensive integration capabilities, albeit with a focus on different aspects of business operations.

Freshworks Integrations

Freshworks’ suite of products, including Freshsales, Freshdesk, and Freshmarketer, is designed to be highly versatile, supporting a wide range of integrations across various categories:

  • CRMs: Freshworks products can integrate with other CRM platforms like Salesforce, Zoho CRM, and Pipedrive, allowing for data synchronization and enhanced customer insights.
  • E-commerce Platforms: While Freshworks is not solely focused on e-commerce, it offers integrations with e-commerce platforms like Shopify, WooCommerce, and Magento, facilitating better customer service and engagement for online retailers.
  • Marketing Tools: Integration with marketing tools such as Mailchimp, HubSpot, and Marketo is available, enabling businesses to leverage their marketing efforts across different platforms.
  • Productivity and Collaboration: Freshworks integrates with productivity tools like Slack, Microsoft Teams, and Google Workspace, ensuring that teams can communicate and collaborate effectively without leaving their workspace.

Omnisend Integrations

Omnisend’s integration capabilities are tailored to meet the specific needs of e-commerce businesses, offering direct integrations with major e-commerce platforms and other tools designed to optimize the online retail process:

  • E-commerce Platforms: Omnisend shines with its deep integration with platforms like Shopify, BigCommerce, Magento, and WooCommerce, allowing for real-time data exchange and automated marketing workflows based on customer behavior and purchase history.
  • CRM Systems: While primarily focused on e-commerce, Omnisend also offers integrations with CRM systems such as Salesforce and Zoho CRM, helping businesses maintain a unified customer database.
  • Productivity and Collaboration Tools: Similar to Freshworks, Omnisend integrates with essential productivity tools like Slack and project management platforms to streamline team communication and project tracking.
  • Other Marketing Tools: Omnisend integrates with review platforms like Yotpo and loyalty programs like, enhancing the ability to engage customers and incentivize repeat purchases.

Flexibility in Various Business Ecosystems

Freshworks boasts a broad applicability across different industries and business functions, from sales and marketing to customer support and IT service management. Its wide range of integrations ensures that businesses can create a highly customized tech stack that aligns with their unique operational needs, making it a versatile choice for businesses looking for an all-in-one solution.

Omnisend, on the other hand, offers a more specialized set of integrations focused on the e-commerce sector. Its strength lies in its ability to deeply integrate with e-commerce platforms, automating the marketing process and personalizing the customer journey at scale. This makes Omnisend an ideal choice for online retailers looking to maximize their marketing efficiency and sales conversion through targeted, data-driven campaigns.

In conclusion, both Freshworks and Omnisend offer robust integration capabilities, but their suitability depends on the specific needs of your business. Freshworks is a great option if you’re looking for a comprehensive tool that can cater to various aspects of your business operations. Omnisend is the go-to choice for e-commerce businesses focused on automating and optimizing their marketing efforts to drive sales.

Customer Support and Community: Freshworks VS Omnisend

High-quality customer support and a vibrant community are essential for maximizing the value of any digital marketing or customer engagement tool. Both Freshworks and Omnisend understand this, offering a range of support options and community resources to help users get the most out of their platforms.

Freshworks Customer Support

Freshworks prides itself on providing accessible and responsive customer support across its suite of products. Here are the main channels through which users can seek assistance:

  • 24/7 Support: Freshworks offers 24/7 support via email and live chat for all its products, ensuring that help is always available, regardless of time zone or urgency.
  • Phone Support: Phone support is available for customers on higher-tier plans, offering direct access to support representatives for immediate assistance.
  • Knowledge Base: An extensive knowledge base is available for all Freshworks products, filled with articles, guides, and FAQs designed to help users troubleshoot issues or learn more about the features.
  • Community Forum: The Freshworks community forum is a place where users can ask questions, share insights, and connect with other users and Freshworks experts. It’s a valuable resource for finding solutions to common problems or discovering new ways to use the platform.

Freshworks Community Resources

In addition to its customer support channels, Freshworks provides a variety of community resources aimed at education and engagement:

  • Webinars and Workshops: Regularly scheduled webinars and workshops cover a range of topics, from product tutorials to best practices in customer engagement and sales strategies.
  • Certification Programs: Freshworks Academy offers certification programs for users looking to deepen their knowledge of specific products and improve their proficiency.

Omnisend Customer Support

Omnisend offers targeted support designed to meet the needs of e-commerce businesses, with various channels available to access help:

  • Email and Live Chat: Omnisend provides 24/7 support through email and live chat, ensuring that users can get help whenever they need it.
  • Dedicated Customer Success Manager: Higher-tier plans include a dedicated customer success manager, offering personalized support and guidance to help businesses achieve their marketing goals.
  • Knowledge Base: Omnisend’s knowledge base is comprehensive, offering articles, step-by-step guides, and video tutorials to help users navigate the platform and make the most of its features.

Omnisend Community Resources

Omnisend actively fosters a community of e-commerce marketers through various resources:

  • Webinars: Regular webinars offer insights into e-commerce trends, marketing strategies, and detailed product demonstrations.
  • Omnisend Academy: A learning platform where users can access courses and tutorials designed to improve their marketing skills and maximize their use of Omnisend.
  • User Community: A vibrant user community provides a forum for Omnisend users to share strategies, ask questions, and connect with peers in the e-commerce space.

Both Freshworks and Omnisend recognize the importance of robust customer support and active community engagement in user success. While Freshworks offers a broad array of support options and resources across its suite of products, catering to a wide range of business needs, Omnisend focuses on delivering targeted support and community engagement specifically for e-commerce marketers. The availability of 24/7 support, comprehensive knowledge bases, and dedicated customer success managers (for higher-tier plans) ensures that users of both platforms can receive the help they need to overcome challenges and optimize their use of the tools.

Pricing and Plans: Freshworks VS Omnisend

Choosing the right pricing plan for your digital marketing and customer engagement tools is crucial to ensuring you get the features you need without overspending. Both Freshworks and Omnisend offer a range of pricing options designed to accommodate businesses of all sizes, from startups to large enterprises. Let’s explore their pricing structures, free trial offers, and some tips to help you select the most appropriate plan for your business needs.

Freshworks Pricing

Freshworks offers a variety of pricing plans across its suite of products, with specific structures for Freshsales, Freshdesk, Freshmarketer, and others, allowing businesses to choose and pay for what they need. Common across most products are:

  • Free Trials: Freshworks typically offers a 21-day free trial for most of its products, giving users full access to the features of the chosen plan without needing a credit card.
  • Free Plans: Certain products, like Freshdesk and Freshsales, include free tiers with limited features, suitable for small businesses or those just starting out.
  • Paid Plans: Pricing for paid plans varies by product but generally starts from around $15 per user/month, billed annually. Higher tiers offer advanced features like workflow automation, advanced reporting, and increased customization options.
  • Enterprise Solutions: For large businesses or those with complex needs, Freshworks offers enterprise plans with custom pricing. These plans include advanced security, dedicated support, and customization options.

Omnisend Pricing

Omnisend’s pricing is tailored to the needs of e-commerce businesses, with a focus on the size of the business and the volume of emails and messages sent:

  • Free Trial: Omnisend offers a 14-day free trial of its Pro plan, which includes access to all features, allowing businesses to test the platform before committing.
  • Free Plan: A permanently free plan is available, which includes basic email marketing features and allows for up to 15,000 emails per month but with limited automation capabilities.
  • Paid Plans: Omnisend’s pricing for paid plans starts at approximately $16 per month for the Standard plan, which includes additional features like SMS marketing and automation. The Pro plan, which offers more advanced features like Facebook custom audiences and priority support, starts at around $59 per month, with the price increasing based on the number of contacts and messages sent.
  • Custom Enterprise Solutions: For businesses with high-volume sending needs or requiring bespoke features, Omnisend offers custom enterprise solutions with tailored pricing.

Tips for Choosing the Right Plan

  1. Assess Your Needs: Before selecting a plan, clearly define your business needs, including the features you require, the size of your contact list, and your marketing automation needs.
  2. Consider Growth: Choose a plan that not only meets your current needs but also accommodates future growth. Both platforms offer scalability, but it’s important to understand the costs associated with moving to higher tiers.
  3. Evaluate Integrations: Make sure the plan you choose supports all the integrations you need with your current tools and platforms.
  4. Trial Before You Buy: Take advantage of free trials to test the platforms thoroughly before making a decision. This will help you understand whether the tool fits your workflow and meets your expectations.
  5. Review Support and Training: Especially for businesses new to digital marketing tools, having access to responsive support and comprehensive training resources can be crucial for getting the most out of your investment.

Both Freshworks and Omnisend offer flexible pricing options that cater to various business sizes and needs. By carefully evaluating what each plan offers and considering your business’s specific requirements, you can choose a pricing plan that ensures you pay for only what you need, maximizing the return on your investment.

Strengths and Weaknesses: Freshworks VS Omnisend

When evaluating digital marketing and customer engagement tools, understanding their strengths and weaknesses can provide valuable insights into which platform may best suit your business needs. Here’s an analysis of Freshworks and Omnisend, focusing on what each does well and areas where they may fall short.

Freshworks Strengths

  1. Comprehensive Suite: Freshworks offers a broad range of products covering various aspects of business operations, from customer support and sales CRM to marketing automation and IT service management, making it a versatile choice for businesses looking for an all-in-one solution.
  2. User-Friendly Interface: The platform is known for its intuitive user interface, making it accessible to users of all skill levels and reducing the learning curve associated with adopting new software.
  3. Flexible Integration Options: With a wide array of integrations available, Freshworks easily fits into existing business ecosystems, allowing for seamless data flow between different tools and platforms.
  4. Scalability: Freshworks caters to businesses of all sizes, from startups to large enterprises, with its scalable pricing plans and customizable features.

Freshworks Weaknesses

  1. Jack of All Trades, Master of None: While offering a wide range of tools, Freshworks might not provide the depth of features in specific areas (e.g., e-commerce marketing) as specialized platforms do.
  2. Complex Pricing Structure: With different pricing for each product, costs can quickly add up for businesses needing multiple Freshworks tools, making it potentially expensive for small to medium-sized businesses.

Omnisend Strengths

  1. E-commerce Focus: Omnisend is designed specifically for e-commerce businesses, offering targeted features like automation workflows based on customer shopping behavior, which can significantly improve conversion rates and customer retention.
  2. Advanced Automation and Personalization: The platform excels in providing sophisticated automation capabilities and personalized marketing communications, enabling businesses to send highly relevant messages that resonate with their audience.
  3. Integrated Multichannel Marketing: Omnisend supports email, SMS, push notifications, and more, allowing for cohesive marketing campaigns across multiple channels from a single platform.
  4. Ease of Use: With an intuitive interface and straightforward setup process, especially for major e-commerce platforms like Shopify and WooCommerce, Omnisend is accessible to marketers of all levels.

Omnisend Weaknesses

  1. Limited Outside E-commerce: While powerful within the e-commerce space, Omnisend’s features and integrations may not fully meet the needs of businesses outside this sector, limiting its applicability.
  2. Cost on Higher Volumes: For businesses with a large number of contacts or high message volumes, Omnisend’s pricing can become a significant expense, especially when utilizing multiple channels like SMS and push notifications.

In conclusion, Freshworks offers a comprehensive, scalable suite of tools suitable for a broad range of business needs, highlighted by its user-friendly interface and flexibility. However, its broad focus may dilute its effectiveness in niche areas, and the pricing can be complex for those requiring multiple tools. Omnisend, on the other hand, excels in the e-commerce domain with its advanced automation and personalization capabilities, offering an integrated multichannel marketing approach. Yet, its specialized focus may not cater to all industries, and pricing can escalate with increased messaging needs. Choosing between Freshworks and Omnisend ultimately depends on your specific business model, industry, and the particular challenges you aim to address with these tools.

Conclusion and Recommendations: Freshworks VS Omnisend

In comparing Freshworks and Omnisend, we’ve explored a range of factors from user interface and ease of use to pricing and integration capabilities. Freshworks stands out for its comprehensive suite of tools catering to various business operations, including customer support, sales, marketing, and IT service management. Its user-friendly interface, scalability, and extensive integration options make it a versatile choice for businesses of different sizes and across industries. On the other hand, Omnisend shines in the e-commerce space with its advanced automation, personalization features, and integrated multichannel marketing approach, specifically designed to boost sales and customer retention for online retailers.


  • For e-commerce businesses focusing on scaling their marketing efforts and seeking advanced automation and personalization, Omnisend is the recommended choice.
  • Small to medium-sized businesses across various industries that require a comprehensive set of tools for customer engagement, support, and sales should consider Freshworks for its flexibility and scalability.
  • Large enterprises needing customizable solutions and a wide range of integrations may find Freshworks’ enterprise solutions more suitable.
  • Businesses outside the e-commerce sector looking for an all-in-one platform to manage multiple aspects of their operations will likely benefit from Freshworks’ diverse offerings.

We invite readers to share their experiences with Freshworks and Omnisend in the comments. Whether you’ve used these platforms to drive growth, faced challenges, or have questions about implementing them in your business strategy, your insights are valuable to the community.

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