Zoho CRM Plus

Support is ok but not great. It can be lacking in certain circumstances.

We do use Zoho Enterprise Support, and it's worth every penny spent. Our representative is prompt and basically like an external team member. The entire Zoho Team — from our account rep to our support tech — always make sure they are listening to our needs and helping us achieve our goals with the software. From very meticulous coding of advanced automations to seeking integration solutions for 3rd party vendor data we want... we've ALWAYS been supported by the Zoho Team. The software meets our needs and inspires us constantly to "dial-in" better solutions to improve our productivity. That the support team is aligned to those goals just makes them happen all the quicker.

Every account representative I have worked with has been extremely helpful and nice. You can tell the account reps and support staff truly care about the product and want to provide you with the resources that you need.
The response time is also fast for support inquiries and that has been a massive help for us.

Very easy to reach support (via telephone or online chat) to answer in-depth technical questions or basic features/functionality questions.

Support has been excellent but the best part is that we really haven't needed it.

While initial 45 active support was always responsive and the few times I have requested email support was helpful, our ability to get CRM Plus launched still seems miles away and uncertain how to progress from here.

Support has been responsive but they can't fix the outlook integration issue and seem to avoid it.

The support is very responsive, but the support staff are not always well aware of the product's capabilities. Chat support is slow in replying except for a few support agents, so resolution takes time, but Zoho is very supportive and responsive in general.

They are always available to provide support or at least guide you in the right direction.

They have always been incredibly friendly and very helpful.

Support has always been quick in responding and very knowledgeable. Nothing to complain.

I have had minimal first-hand experience with support, however other users have had great experiences.

If the person can not resolve my issue, they quickly get back to me by email. But for the most part, the assistance has been fantastic.

Sometimes I got delays in support but it can be excused has its a big product and we can understand the delay

There is always a Zoho expert on hand to chat to and resolve most issues.

Hands down the best customer service team ever! The lengths they go to when I have a question is unbelievable! They constantly follow up via phone and email to make sure you don't have any additional questions and to make sure you're able to use the software in the best way possible for your business. The most gracious team of people I've ever had the pleasure of working with.

Tech Support hold times are incredibly short. The support staff is product-specifically knowledgeable. They always have senior-level support for tough questions. They fix bugs incredibly fast. They have industry-specific User Groups, to address Zoho products in numerous verticals.

Wish there were experts to review what we are doing right and wrong and help us clean up our act

We have been successful in getting all of our questions answered

It depends on the issue and who answers. Overall, it's been good. The option for US-based support, even at a premium, would be welcome at times.

It is nearly perfect but I think the learning curve is a bit longer than expected with lots of clips/instruction to watch or to read. Overall, I am happy with the product quality and the features available.

It would be nice if the customer could tell Zoho what they wanted the system to do and Zoho create the system. This would take more time upfront, but would also help save time on the backend. We don't have evertything setup at this time. Some customer service reps are much more knowledgeable than others so I always try to ask for them. Some of the support staff are very frustrating to work with because they will change something and not realize they change something you needed. So, I've actually had them reverse some of their changes.

I think they have been making improvements in the area of actually reaching a customer service rep when you call. For the longest time, it would take quite a bit of back and forth over email to get the answers to simple questions.

The tech support is outstanding. When ever I have a question or need help, the chat and email conversations are timely and quick to respond. the video tutorials and the online documentation are well written.

I've always received a quick reply whenever I've reached out to support. Even better there is a wide variety of online help and tools including video's and screenshots describing how to get something done.