TrustRadius Insights for Zendesk Sell are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.
Pros
Efficient Sales Tracking: Users have praised the system for its ability to segment deals by salesperson, aiding in efficient organization and tracking of sales activities within the platform. This feature allows users to easily assign and monitor tasks, leading to improved productivity and accountability.
Insightful Revenue Analysis: Several users have found great value in the total possible revenue calculation feature, which offers valuable insights into potential sales in the pipeline, helping in strategic decision-making. By having a clear overview of projected revenues, users can prioritize high-value opportunities and allocate resources effectively.
Convenient Communication Management: The option to consolidate all emails within a deal, regardless of their source, has been highlighted as a convenient way to maintain comprehensive communication records efficiently. Users appreciate having a centralized repository for all correspondence related to specific deals, enhancing transparency and collaboration among team members.
Tracks all of our sales leads. Multiple prospects can be related to their company and deals can be organized by a salesperson. The notes feature provides an area to store information not found in emails. Salespeople don't need to call each other to get details of a deal. Everything is in Zendesk Sell for easy access.
Pros
Splits deals by sales person.
Total possible revenue in the pipeline.
Store all email in one deal, regardless of source.
Cons
Creation of a deal from outlook (add-in).
Add tasks to outlook calendar.
Summary display deals by stage.
Likelihood to Recommend
Zendesk Sell works best for deals that involve many points of contact and takes a long time to close. It may not be as necessary for a quicker sales cycle.
Prior to upgrading to Hubspot recently, <i>I used </i>Zendesk Sell (formerly Base CRM) for over 3 years. It was used by anyone involved in sales across the company during that timeframe. It was our primary CRM for contacts and leads.
We used it to manage the whole telemarketing process and move names from leads, to prospects, to demos, to contracts, and close.
Pros
It is very inexpensive to start.
It is relatively user friendly.
Gives you the ability to define your own categories to move through the sales process.
Cons
There was no ability to add prospects from a company domain or email to auto-fill any data.
You had to type in all of the data you gathered about that prospect.
The default only gave you two phone numbers for the company, too few.
Likelihood to Recommend
I would say a six or seven, with the low cost of entry for a small or growing company as the overriding reason I would recommend it.
When you are working with a prospect on several contacts, I found it to work well in keeping all of those contracts straight with their various names and job titles.
It’s being used by my department mainly for our customer experience, customer success, and sales team. We needed a hub to funnel all of our customers through. Zendesk Sell (formerly Base CRM) has worked perfectly for that. We also needed a platform that integrated with a lot of our other systems (e.g., Microsoft Dynamics, Twitter, Facebook, etc.). It's so efficient that these systems are now integrated. It saves our team time now that everything is centrally located and we're not having 5+ browser tabs open at any given time.
Pros
Clean layout
Multiple views
Efficiently contact customers
Systems integration
Cons
More creative design layout (pretty basic to look at)
Have the option to view previous conversations when chatting with client. Currently I have to search an email to see previous conversations.
More creative text to use (e.g., emojis)
Likelihood to Recommend
I would give Zendesk Sell (formerly Base CRM) a 9/10. It has been extremely efficient to funnel client communication. The integrations have worked out perfectly. We use JotForm, Microsoft Dynamics, and various social media websites on a daily basis. On the contrary, I do wish there were better search features of previous client conversations. Those are extremely helpful when working out of the platform.
We use Zendesk Sell to email prospects and communicate with them. We follow through with them though our pipeline system. Myself and my manager. We both have access and work with it.
Pros
It let us plug in our customized pipeline really easily.
It was not too confusing to use and figure out.
It sent out videos weekly on new things they were doing and offering.
Cons
My manager and I both tried the trial before we purchased Zendesk Sell. We had multiple and reoccurring times of signing in problems. Zendesk support was confused a handful of times as well. This got to be very old when one just wants to sign and start working
Customer support was very helpful at other times but when we finally needed to cancel as the login just never seemed to smooth out, and some other using options had cliches, we wouldn't just cancel over the phone OR via email. SO we had to keep and pay $59 for three more months, though never using the program.
I do not recommend them. We had several glitches that snagged the work flow and productivity. We are in process of finding a new CRM.
Likelihood to Recommend
If you try the free trial, do not open more than 1 free trial. We had three being used and tried, then when we finally purchased it forever had confusion as to what account. Just try one free trial per company. Otherwise login and using the system will have issues. Then canceling the system can only be done via login to the software. Not by a phone call or email. We are now looking for another CRM.
Base was a great starter CRM, pretty easy to use, good interface and low up-front costs made it an attractive product.
Pros
Easy to use.
Inexpensive.
Good interface.
Cons
Terrible support.
Scammy renewal.
Zendesk ruined good software.
Likelihood to Recommend
Absolutely horrendous support and scammy auto-renewal (without notification) make this a zero start product. Save yourself some hassle and look elsewhere, there are a ton of better CRMs out there (Hubspot for example, which is also free).
We're currently using Zendesk Sell to track inbound and outbound sales across our organization. Our business development, support, and management teams all use Sell to track and manage "deals" that are being worked as well as report on historical progress. Zendesk Sell has given us one unified place to manage multiple sales pipelines.
Pros
Management of inbound leads.
Integrations.
Reminders.
Cons
Reporting.
Email automation.
Marketing integrations.
Likelihood to Recommend
Zendesk Sell seems like the perfect SMB CRM tool for teams wanting to track leads through a sales funnel. Zendesk Sell has rich features around creating lists of leads, deals, contacts, and companies. Zendesk Sell doesn't offer a lot in regards to email automation or automated processes. Any communication to clients is handled manually one-by-one or via an integration with another platform.
We use Zendesk Sell in some areas of our organization to manage leads and prospects, especially students who may be interested in attending our university. Zendesk Sell was designed to help businesses like our university to meet the overall goals of customer relationship management. Zendesk Sell is highly scalable and customizable, allowing us to gain actionable customer insights with a back-end analytical engine, view business opportunities with predictive analytics, streamline operations and personalize customer service based on the student's known history and prior interactions with our university.
Pros
We can easily keep our sales team focused on the highest value leads and deals across automated account rules informed by full-funnel analytics. I like that platform and everything that comes with it.
This CRM has most of everything we need, with the exception of a few features. Emailing within Base, tracking emails, leaving notes, setting appointments, importing and exporting are all key features that are easy to learn, use, and teach to new sales staff. I have used products in the past including pipe drive and hub spot CRM, and Base has so far been my favorite. We really like the new look and feel that they recently rolled out, and it has made sales management even easier than it was before. Very happy with most all the features.
Base has made it easy for our enrollment team to streamline communication with our target audience and to effectively organize them in stages, saving us a lot of time with our students. The ease of calling, texting, emailing, and updating notes from one "contact page" has truly revolutionized our process so that if used effectively, we can map out where each client is at each step of the process. Managers now have had an easy time viewing my team's progress and tracking our deliverables.
With this platform, we can use all tools which will help the university control prospects and leads. We have everything we need to succeed. I contact across smart tools for emailing, calling and much more. It is very intuitive and with little training, our new staff members can pick it up easily.
Cons
A problem with Base is that they haven't improved it much. There are little things they should be able to fix right away, like having a field for a lead's phone extension. That's right, if you have a number and an extension, there's no place to enter the extension!
There are a few places here and there in the Base CRM that are missing small features - for example, there's currently no "Previous Lead" or "Next Lead" button on each lead page, you just have to go back to your lead list (similar to Salesforce). That said, none of these little features have slowed me down any, and they are extremely receptive to feature feedbacks and requests - based on their responses I'm confident that this CRM is just going to continue getting better as they continue adjusting to client feedback and ideas.
I wish there was the ability to tag people in deals. When working collaboratively with another member of the sales staff, it would be nice to have the ability to tag them inside the deal to draw their attention to something or remind them of a task without having to utilize our external team communication platform.
I wish there was an easier way to add photos to your contacts. It can pick a photo up if you have some social media information, but I have found the process cumbersome.
Likelihood to Recommend
Zendesk sell is best for organizations that want a clean and simple, yet powerfully effective CRM tool. It's intuitive, extremely user-friendly, supplies lots of video tutorials and access to the California team for FAQ's, and has all the features other, more complicated, expensive CRM's have. Great for institutions that have a need to tailor their database to fit your needs; and track sales, tasks, and pipeline projects in graphic form. It's affordable and has a great app for mobile phones that allows access to contacts, notes, tasks, and a workable platform while on the go in real time. It's simple to teach new users how to navigate and utilize. Adding or deleting users is simple, and access to the CRM information can be limited/private or made public for the entire team to access. Not as costly as some of the competing products, so if you are on a tight budget this may be the tool for you.
VU
Verified User
Manager in Information Technology (1001-5000 employees)
We use Base as our primary CRM to coordinate global sales tasks and deal and manage our overall pipeline. Weekly I meet with our CEO and COO and the heads of sales for the regions to review the pipeline directly from Base (now Zendesk Sell). The primary use is to keep track of over 100 opportunities around the world and be the source of truth for contact information and critical customer communications around these deals.
Pros
Integrates well with FullContact, Slack via Zapier, and Gmail and google calendar.
Excellent mobile app for iPhone lets salespeople have data at their fingertips and enter notes at conferences, in elevators, wherever.
Does all the basic things a salesperson needs to be productive, contacts capture, deal capture, documents, smart linking of contacts to deals, and nice reminder features.
Cons
Email updates are a little delayed (seems like 10 mins or so). Therefore, I still use my email client about 50% of the time instead of being 100% in Base all the time.
Some of the reports that might be useful to be are not available on the professional level. If I could pay to have them just for me, I would, but me getting the Activity reports requires me upgrading all users to Enterprise which seems like exorbitant pricing for a couple of reports.
Likelihood to Recommend
BASE is good for B2B enterprise sales people. We have a very small marketing department. I have not seen how well it integrates with Marketo or the like, but having used salesforce.com at previous places, I can say I am much more productive with Base than with previous CRMs.
Base CRM is used across all our departments for sales forecasting and pipeline management. The platform has a wonderful and simple UI/UX that allows for ease of use across all touch points for all team members and allows effective management of all opportunities across the business from both existing and new clients.
Pros
Great UX /UI
Effective Contact & Pipeline Management
Good for forecasting
Excellent Reporting Capabilities
Cons
Tags don't always save on the opportunity/lead
No way to make fields mandatory without partner support
Mobile app should have default to set to calls over VoIP
Likelihood to Recommend
Excellent product for any sales team that receive and handle a lot of leads and opportunities for existing and new clients.
Lead scoring functionality allows the teams to focus on the opportunities that drive sales and conversions and prevents wasted time on the less valuable opportunities and deals.
Pipeline management helps the sales team to achieve the revenue targets much more effectively
It's great. Lightweight, easy to use. Powerful but doesn't take itself too seriously. I recommend it because it is simple to use but simultaneously well priced and not intimidating from a UI perspective. Their recent update the product I think is a great improvement overall. Give it a shot if that is what you are looking for.
Pros
Simple UI
Powerful reporting
Easy user management
Cons
Reliance on smart lists as a catch all.
Customer Success could be a little better.
Partnership opportunities could be more developed.
Likelihood to Recommend
If you are a small to medium enterprise, Base is perfect. If you are a very large organization, I am not sure how effective it would be. Though Base has multiple pipelines for enterprise, I just feel that a firm with 100s of sales reps would likely benefit from a more heavy duty solution.
