Pipedrive vs. SwagUp

Pipedrive is a fantastic tool to help monitor and track lead generation and referral sources. It helps maintain accountability with the sales team and helps ensure that we are doing appropriate marketing to maintain a steady influx of cases. The weekly and quarterly sales reports that it can generate are incredibly helpful and insightful. They help inform us of what we need to focus on each quarter/year.

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In my experience, it was a horribly complicated process with an account manager, who takes things very personally in my opinion. SwagUp came highly recommended from some client-serving companies, who I believe, apparently, spend a lot of money with them. For a company that is supposed to help other companies wow their clients, I find their customer service is woefully lacking in my opinion. I believe “swag” doesn’t make up for the bad service. Not recommended because I believe I did not get the customer service or product fulfillment I expected when initially choosing this product, service, and company.

• Great visual visibility of the funnel plus easy to drag the deals across the stages
• The email integration that collects all relevant communication (also through the possibility of adding a deal-specific Pipedrive address on BCC)
• The integration with Pandadoc, which we use a lot, so that Pipedrive keeps a really handy overview of the documents we have sent out / which have been signed

• Customer Services has gotten better.
• Platform is organized.
• Communication.

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• Showing the customers name on the pipeline page. Right now I can only get it to show the brand name twice. I wish it would replace the second brand name with the main point of contact.
• Better reporting tools. Their reporting tools are not easy to pick up. I've spent time trying to figure it out and it isn't something I can pick up on quickly.
• Better training options. I wish I had a personal trainer to walk me through the best way to use Pipedrive so I can get the most out of it.

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• UX
• International shipping.

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-2 for Its cost and +8 for the need of tracking of leads and monitoring of team.

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Pipedrive is easy to use and has a clean interface so we can follow up accurately. Its custom features help manage leads and evaluate team performance. It saves time and improves efficiency. Pipedrive is stable and supports integrations and automation.

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Between quick video tutorials and having very quick feedback from their support teams, it is one of the main reasons I would recommend Pipedrive. It is critical, especially when setting up the platform to meet your companies needs, that a solid support team like Pipedrive has is there to make the transition easier.

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We have an active order in with SwagUp at this moment for $1400+, but the poor customer service, complicated process, the entitled attitude of their account manager who is on some sort of weird power trip, and the fact that our clients won't ever be receiving what we ordered makes that amount irrelevant in my opinion and experience. I feel like the time I wasted with their account manager was worth much more than what we spent with SwagUp. First of all, I’m not the type to be critical of anyone doing their job. People are busy, tech has issues, emails get lost, etc. in our digital world. It happens and true professionals who work online understand that. Unfortunately, in my opinion, there are employees who don’t get this and feel entitled to express their emotions freely. I believe that while this doesn’t harm them, it definitely harms the bottom line of the company. In my opinion, an angry and insulted client WILL spread the word about said company - which is precisely what I will do. Let's talk about this what I feel like is a completely unprofessional account manager first, because, in my opinion, this is the type of employee who causes companies to bleed revenue unless they are checked. The call was recorded, so whoever is in charge can feel free to review it for consistency. The purpose of my call was simple - to smooth out what I believe was a simple miscommunication. In my opinion, what should have been a simple process became stalled because the person who I feel like was an entitled account manager was more concerned with flexing his “client boundary” muscles than actually doing his job, which was taking care of the account. I believe that an account manager who gets upset and emotional because he didn’t receive a response to an email, and who can’t even disguise that fact on a zoom call, needs to fix it or work elsewhere. Because if he had this attitude with me, I feel like lord knows how many others of his accounts are receiving the same treatment. During my experience, here are a few statements I believe he made on the call: -I believe he talked about how my business was “not the type of clients SwagUp wants to work with”… -I believe he complained out how it was “unfair” it was to bring up their January 18th delay. -I believe he asked, “what sort of company we run” (because an email was missed - even though from my understanding from SwagUp, communication is encouraged mainly through their portal). -I believe he proceeded to talk about “how busy” he was and had other people to talk to, while he was on the call with me, a paying client. -I believe he also complained about third-party vendors and stated that they (SwagUp) don’t even want to have third-party materials sent to them (which to me, is confusing as a customer, because then why on earth do you even allow it through your product and service?) -I believe he denied that the company had anything to do with “fulfillment” and then proceeded to try to explain what sort of company SwagUp was. Nevermind that when our order was delayed the email literally started with (what I believe is a copy and pasted message) “You are receiving this message because we've been notified that your order is experiencing a longer than normal fulfillment timeline.” -During my experience, after what I feel like was him constantly implying that our company was incompetent because we missed an email, he proceeded to give what I felt like was a half-hearted “apology” and state that “he hopes we consider SwagUp in the future”. After all of this happened during my experience with them, I informed him that we would not based on what I felt like was his horrible customer service to me, and guess what Mr. Emotional Customer Service does? I believe he ended the call by saying, “Well, the feeling is mutual”. With all of that personal customer service experience I had out of the way, here’s the context of our experience using SwagUp: We began the process with SwagUp on November 29th. Mockups were completed and approved on December 28th. In the meantime, we had originally wanted to add a third-party item to our order, so they linked us up with an account executive. Throughout the process, the account executive was adamant that we use the SwagUp dashboard to stay informed of the progress of our materials and order. In my opinion, based on my experience there with the account executive, the implication was that everything could be one on there (SwagUp dashboard). The problem, in my opinion, is (and now I know) that it can’t. On January 18th, our order was delayed. The message I believe we received was: “We know you and your recipients are looking forward to receiving your custom swag and understand the frustration of missing holiday expectations. We appreciate your patience, apologize for the inconvenience, and look forward to getting you your order as soon as possible.” No complaints on our part for that. On the 20th, our account manager reached out to ask about the third-party material we requested to be included. Unfortunately, on our part, due to a personnel change, the email thread was archived. Nevertheless, we were informed it was shipped to their warehouse. However, at this time on their online portal (SwagUp dashboard), where we were previously constantly encouraged to check for updates, there was nothing to see in my opinion. I couldn't find any new updates or any new information. As far as we knew at that point, our order was still delayed. Bear in mind that at this point in our experience, we had paid our invoice and were assuming that SwagUp still had logistics problems due to COVID and other factors mentioned in their email. On February 16th, I believe the account manager emailed to state that due to lack of responsiveness, they were going to go ahead and pack the packages without the third-party material we had requested. I believe we did not hear back from SwagUp till February 21st when were informed that our order was ready to ship. This is when my customer service experience began, which was when the account manager was called and I believe his entire attitude was based around being upset that his emails were not responded to. In my experience, he kept repeating that under no circumstances would they place our requested material in the boxes - never mind that I didn’t even call about that. I never asked, but during our call, it seemed like to me that he got some sort of kick out of explaining how their process worked and why he would send the boxes back, which was information that I had no interest in hearing because I didn’t call about any of that. It seemed to me that he wasn't informed that SwagUp had delayed the process and that we received no feedback from their portal, which I feel like they heavily push. The craziest part, in my opinion, was that at the end of everything, he STILL redirected us to the portal to fill out everything else. I recommend SwagUp to listen up. This company (SwagUp) *looks* good as a brand. I understand that logistics is tough. This could have been a good experience - even just using your portal, but, in my opinion, there are two issues: 1) Your third-party fulfillment is clunky and 2) Your account managers (the human element) need to be better managed and trained based on my experience. Just because they had a poor experience with one client, I hope they don't treat all other clients with the disdain and disrespect that I feel like I experienced during my time using SwagUp. In my experience, we still paid for our product on time and fulfilled every aspect of the complicated process, despite a delay, which we never complained about. Even though we requested it, our third-party order will not even be included when it's shipped out to our clients – and we still had no complaints either. But, in my opinion, what we won’t put up with or will actively share is an employee that I believe is emotional, condescending, and acts like he owns the company towards clients.

Experiment is the only way to start

I much prefer the interface of Pipedive when compared to Zoho. Much more user friendly and the team is always readily available when we need them. Pipedrive allowed for many custom integrations to be added, as Zoho was a tad more complicated to manipulate. We would not go back to Zoho in any case.

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SwagUp has more options to order swag and items for the organization and is more user-friendly, the others are but SwagUp is easier to figure out on the first try!

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• Great on setup which made our work easier and less technically equipped people can manage a lot of things(compared to SalesForce where you need to hire a developer to set it up)
• We were able to integrate our calling system easily and get things going on the lead calling aspect.
• Great multipipeline option where we were able to manage both organisations under one roof.

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• Negative- The process takes too long, comes with delays, and based on my experience, involved a lot of miscommunication.
• Negative- In my experience, I believe the account manager was rude and entitled.
• Negative- In my opinion, employees may say one thing, but their automated portal proceeds at a different rate, so I feel like there is constantly conflicting information for the customer.