TrustRadius Insights for Outreach are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Business Problems Solved
Users have found this product to be highly versatile and useful for a range of use cases. Customers have reported using it for personal and professional purposes, such as organizing tasks, managing projects, and collaborating with team members. The flexibility of the product allows individuals to tailor it to their specific needs, whether it's creating detailed to-do lists or tracking progress on complex assignments. Reviewers have praised the user-friendly interface and intuitive features that make it easy to navigate and utilize the product effectively. Additionally, customers appreciate the seamless integration with other tools and platforms, which further enhances its usability and functionality.
Outreach is our primary tool for talking to our customers. The software helps us write emails, put prospects in sequences, and make calls to customers. This is highly beneficial, as everything I need for my Outreach as a sales rep can be handled by a single tool. Before Outreach, our team faced challenges in maintaining proper structured follow-ups and aligning messaging across multiple stakeholders. Everyone in [...] uses Outreach, from SDR to AE in hunting sales to AMs focusing on renewal and upsells.
Pros
Outreach allows our sales teams to create personalised sequences, something that can scaled across to hundreds of similar prospects,
Great integration with our CRM, Salesforce, interactions with prospects are automatically logged in CRM, prevent from manually adding data
the dialer is really helpful, it helps us to reachout to the prospect easily, the recorder feature is really helpful in revisiting the conversation later
Cons
analytics sometimes feel quite rigid, customising reports is quite difficult. We often rely on other tools for reporting
UI is complex for the first time user, features like task views, sequence editing and call logs are not always intuitive at first glance
Outreach mobile app feature is still quite limited, travelling sales rep find it hard to complete the task or make calls
Likelihood to Recommend
The best use case of Outreach is the calling feature. I can select my phone number from multiple available options, call prospects worldwide, and have the entire conversation recorded for my reference. This feature is my go to feature everyday. The recordings helps me analyse my sales pitch and draw conclusions from the conversation.
Outreach is used mainly as a prospecting tool across our organization. It allows you to set up sequences with prospects to stay organized as well as create efficiency in sending out emails to customers using templates. It also allows you to track emails and open rates, link clicks, etc. which is helpful in seeing how prospects are interacting with your email.
Pros
Allows Sales Reps to stay organized with prospecting efforts
Allows Sales Reps to use pre-built templates with customization available per prospect
Provides insight into email open rates, link clicks, etc. to see how prospects are interacting with your Outreach attempts
Cons
Being able to remove prospects from certain sequences can be difficult
Outreach has the same problem Salesforce does with outdated contacts, emails, numbers that you need to manually change/delete. This is mainly a Sales Rep problem but could be done more efficiently if an email bounces that the platform marks that
Likelihood to Recommend
Outreach is well suited for Sales Rep that are doing outbound prospecting so they can create targeted lists and stay on top of their Outreach efforts. It also allows pre-built templates to be used to more efficiently send out emails, linkedin messages, etc. to prospects instead of manually typing them out.
For outbounding new opportunities. Mostly people using legacy recruiting technology, wanting more AI in their hiring process, or are currently doing everything manually.
They are often coming up toward the end of their contract for their current recruiting solution and are exploring which areas of their process they could improve.
I use the platform to reach out to prospects by calling, emailing, and linkedin by leveraging the sequences in Outreach.
Pros
Building custom sequences
Creating snippets
Organizing content
Cons
Having information properly flowing from other platforms and populating fields in Outreach
Building conditions within sequences and templates for specific use cases to have Outreach be more personalized.
Building out the calling capabilities and automating more tasks like calling and linkedin tasks
Likelihood to Recommend
It's great for automating email Outreach and building content for prospects.
As a CSM, I use Outreach to manage customer communications while leveraging Kaia’s AI features for real-time call insights and summaries. Together, they help me stay organized, save time on note-taking, and ensure no action items are missed—ultimately driving better adoption, renewals, and retention.
Pros
Automates sequences and reminders, ensuring consistent and timely customer engagement.
Provides clear analytics on opens, clicks, and replies to refine outreach strategy.
Kaia AI captures real-time meeting notes and action items, saving time and preventing missed details.
Cons
Kaia is helpful, but the AI could be more advanced in summarizing calls and surfacing insights proactively.
A more consolidated dashboard to view all accounts with their latest engagements would make it easier to prioritize.
Instead of using AI insights only at the individual account level, having a broader, consolidated view across accounts would be more impactful.
Likelihood to Recommend
Well-suited: Outreach is great for automating follow-ups and adoption campaigns, and Kaia’s AI makes customer calls more efficient with real-time notes and action items.
Less appropriate: It’s less effective for strategic, highly personalized conversations or when you need a consolidated view of engagement across your full account list.
Our Sales Team uses Outreach heavily. It's integrated with our SFDC for two purposes: to pull prospects and account data to Outreach and to sync our outbound activity with reports within SFDC. I use it to automate and build sequences, templates, emails, calls, LinkedIn tasks, custom tasks, and more, as well as utilizing the provided open and click analytics to choose the best resources for marketing and sales outreach.
Pros
Automating communication like emails and linkedin touches.
Helping me stay on top of my deals and action items.
Collaboration between team members to create materials.
Love the A/B testing feature as well.
Cons
It is not very clear how to use the automated info-filler logic provided to customize emails and outreach to each prospect and account. More in-app guidance on that would be invaluable.
I wish my Outreach program didn't sign me out so frequently; I have to sign in multiple times a day.
Likelihood to Recommend
Outreach is outstanding for volume outreach, as it allows you to touch many prospects and accounts with limited time, while also storing data on historical interactions with prospects. It can be useful for SDR/BDR roles, as well as SMB and MM volume of sales pipe, but I don't think it would be nearly as useful for enterprise sales where more strategic and lower volume outreach is needed. I believe that incorporating more AI assistance with writing would make it a more useful tool for strategic sales.
It's a pretty good sequencing tool, I've been part of acquiring and have run integrating it at two separate organizations.
The sequencing part works pretty well, the data that's available to send to Salesforce(or other CRM) is also quite good, such as opens, clicks, replies, etc, which has enabled me to build on top of that data to progress someone through a Campaign, for example, if they've opened/replied to the email
Pros
Building Outbound prospecting sequences
Organizing prospecting sequences and reminding reps of what they need to send out
Cons
The most recent time I've integrated Outreach to SFDC, the integration ran through a single user, which means all the tasks/emails/updates show up as a single person, making it more difficult to see who's done what
Competitors have built on top of just being a prospecting platform, creating in a central platform for outbound action, and including reasonably accurate data
Pricing has made competitors a more likely choice, though those competitors are venture-backed and pricing will likely change over time
Likelihood to Recommend
It does what it's meant to(organizing outbound prospecting activity) fairly well. The UI is intuitive, the data it pushes to CRM is useful, and it doesn't make me want to pull my hair out like other tools (Apollo.io).
However, I feel as if it's been left behind by newer entries into the market, and for the same or better price, there are other tools I can acquire that do the same or more.
we use it for our SDR’s to be able to do prospecting and I also use it to be able to see all the activity on lead and contact records on an account
Pros
Single pain of glass view on tasks on activities
Sequences are easy to build and use
Cons
Moving leads, and contacts into an account is very manual especially when you have hundreds of them
There’s no way to move leads or contacts from the tasks page back into a new sequence in bulk
The 360 view has much room for improvement
Likelihood to Recommend
if your company is doing a lot of calls (like 200+ a day per person) then I wouldn’t necessarily recommend Outreach & I would recommend something like front spin. But in terms of set up deployment, use by sales and BDR teams and leadership teams It’s probably the easiest of the others that exist.
I use Outreach on a daily basis to streamline the sequences of my outreach, so I don't forget to touch propsects in a daily/weekly basis through multiple channels, keeping track of the list prospects, and doing the actual actions on a daily basis of calling, emailing, and sending LinkedIn messages
Pros
Multichannel outreach
Building and using sequences
CRM - centralization of notes of calls and notes on accounts/ prospects
Cons
Genuinely not a lot of improvements I can think of. Perhaps the ability to have an overview of accounts and set priorities based on urgency and relevance, or anything else.
Could be a feature of finding phone numbers and e-mails
Feature of factchecking phone numbers
Likelihood to Recommend
Less suited for managing an overarching view of all your accounts and prospects, but it is a fantastic tool if you want to have a streamlined way of (partly automatic and partly manually) performing you outreach in multiple channels (calls/LinkedIn/emails/etc.). So definitely the tool I use on a daily basis and have open all the time.
