Zoho SalesIQ Reviews and Ratings

Rating: 9.5 out of 10

Score

9.5 out of 10

Community insights

TrustRadius Insights for Zoho SalesIQ are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Integration with Zoho Desk and CRM: Users have appreciated the ease of integrating Zoho SalesIQ with Zoho Desk and CRM, mentioning a smooth process for converting chats into support tickets. Tracking user behavior: Reviewers have highlighted the value of being able to track user behavior across multiple sessions, aiding in troubleshooting and sales-related activities.

Mobile app functionality: Users find the mobile app useful, enabling agents to handle support queries on-the-go and providing quick responses to chat queries. Additionally, users praised the convenience and practicality of the user interface, finding it easy to understand user behavior on their site.

Customer Support: Customers also expressed satisfaction with the prompt technical support provided by Zoho SalesIQ, leading to significant revenue increases over time. Users highlighted the live chat feature, with functionalities like notification systems and reporting tools being highly valued.

Chat Functionality: Users found the chat feature extremely beneficial for their organization, offering visibility into customer behavior and facilitating efficient query resolutions.

Reviews

13 Reviews

Quick, Simple & Efficient

Rating: 10 out of 10

Incentivized

November 4, 2021

Use Cases and Deployment Scope

We use Zoho SalesIQ mainly to provide support to our clients and their users on our web-based application. This is primarily used by our support department but we have plans to implement this as a part of our sales process as well. Zoho SalesIQ has enabled us to build an automated bot that provides support to our users outside of business hours and when we are back at the office, the human operators take over. Super effective!

Pros

Automated bot.
Screen-sharing & remote assistance.
Customization.

Cons

Deeper integration with Zoho Assist.
Integration with 3rd Party ticketing systems not in Zoho family of products.
Updated scripts to match Zoho Creator.

Likelihood to Recommend

I think this is generally an awesome chat widget but really excels when it comes to building a bot to handle chats. If you understand Zoho deluge script then the options are almost limitless. It is a lot easier to set up compared to the numerous other chat platforms I have attempted to use. You can't go wrong with this.

Farren Mare

CTO (Chief Technical Officer) in Information Technology at Wamly (1-10 employees)

Vetted Review

3 years of experience

The most popular and best value for Customer Engagement Platform available in the market

Rating: 10 out of 10

Incentivized

October 5, 2021

Use Cases and Deployment Scope

We have integrated Zoho SalesIQ with our company website to connect our website visitors to a live agent in case the visitors are interested in more details of our product or would like to immediately start using our application demo. It is being used by the sales and customer success teams currently, however, we do plan to integrate it with our cloud application as well so that existing customers are able to get live support from the technical teams for problems being faced while using the application. We have also integrated Zoho SalesIQ with our demo videos website in case hot lead customers want to connect with the customer success teams if they still have unanswered queries.

Pros

It easily provides a simple widget code with a few clicks once you decide to integrate it with your website or application.
You are able to check live website visitors' page visits so that the corresponding subject matter experts can get ready to respond in case they decide to chat.
It gives locations of website visitors as well as for how long have they browsed the web pages and if they are returning or new leads.
Live chat agents can easily respond to visitors on the go via the android application that notifies the agent of incoming chat queries to which they can respond or leave it to other agents.

Cons

Those features that are not supported by the plan you are using should be removed from the front end as they are taking up space and usually are a distraction to the users.
The help to the keyboard shortcuts should be prompted while using the application instead of having to visit the help menu again and again.
There is a distracting awful looking orange notification icon that keeps appearing on the top right corner of the application if you have downgraded your plan, this should be shifted to the sliding bar.

Likelihood to Recommend

If you are facing issues of agents not being able to respond to queries, which is usually faced with our tools, Zoho SalesIQ is probably the best choice as the default notification is very loud and clear hence makes sure that no chat query is left unattended. The desktop application of Zoho SalesIQ for Windows, Linux, and MAC OS is a superb feature not offered by many other chat applications. The geographical locations of website visitors are sometimes not very accurate hence it is advised not to always rely on it and better reconfirm it from the lead.

Humayun Farooqi

Customer Success Manager in Customer Service at Tarsil.pk (1-10 employees)

Vetted Review

1 year of experience

View profile

Avoid Unless You Have No Other Options

Rating: 3 out of 10

Incentivized

August 2, 2021

Use Cases and Deployment Scope

We used Zoho SalesIQ because we were using Zoho CRM and we wanted to understand on-page user behavior. We wanted to track where users were coming from, how they were perusing our website and other activities. We would sometimes use the chat function when we had a trained team and a captive audience. It allowed us to get all of this information, as well as send information through Zoho CRM and Zoho Forms to have everything speak together.

Pros

Tracks user behavior
Identifies users through multiple sessions
Easy to set up
Easy to edit certain things

Cons

Overall it's a very simple tool that doesn't offer a lot of complexity or expanded tools
Even though it's all in the Zoho family, it doesn't work seemlessly with CRM or other Zoho products
Not always the best at identifying similar users across different browsers, devices, etc

Likelihood to Recommend

Zoho SalesIQ is well suited for someone who is looking to enter the world of automation and gather website data at a basic level. It is great if you're looking for a simple tool. Think of it as a starter home. It serves a purpose but you likely will outgrow it very quickly, and then you realize you paid too much for that starter home. That's Zoho, and especially SalesIQ.

Max Pollak

Director of Marketing Technology in Marketing at Millennium Marketing Solutions (11-50 employees)

Vetted Review

8 years of experience

View profile

Zoho SalesIQ is a Resourceful and Convenient Program

Rating: 10 out of 10

Incentivized

July 21, 2021

Use Cases and Deployment Scope

Zoho SalesIQ is a successful engagement application, which changes our website visitors to clients. The program issues sales assistance and real-time communications through chats, which convinces our customers to make purchases in our company. The program also grasps or captures the traffic in the website, which is a significant tool for learning the consumer trends concerning the products we sell. Lastly, Zoho SalesIQ helps in personalization of conversations, where clients directly discuss their plea with the company.

Pros

Zoho SalesIQ has an option of developing up an AI messaging.
Customers behaviors and demands are identified.
Zoho SalesIQ has a live chat which is excellent and fantastic.

Cons

The software fails to know when one visits the site through a mobile application.
Zoho SalesIQ free version has limited features.
Understanding UI sometimes is hard/complicated.

Likelihood to Recommend

Using Zoho SalesIQ is pretty simple, the deployment expenses are manageable, and it engages clients swiftly. Further, Zoho SalesIQ diligently monitors the live web, where traffic is clearly captured, and through analysis and engagement, the consumers behavior get identified. Zoho SalesIQ is CRM connected, hence, clients contacts are safe and when communication is due, they can be retrieved.

Jessica Bwire

Communications Director in Customer Service at Savvy Caretaker (51-200 employees)

Vetted Review

2 years of experience

Zoho SalesIQ - A good tool for online customer service

Rating: 7 out of 10

Incentivized

June 24, 2021

Use Cases and Deployment Scope

For any Company or Start-up, client satisfaction should be the number one priority. Most businesses fail to show their contact details on their website, and it becomes a problem for customers. We as an Ed-Tech believe that our clients [mainly students and Instructors], should never face such issues or struggles, and that is the reason we try our best to use whatever is possible to their queries. We shared email IDs, phone numbers, separate WhatsApp number, but still found it difficult to meet everyone's needs and a lot of spam calls that wasted our time. That is when we felt the need to use Live chat software like Zoho SalesIQ.

Pros

Not that pricey
Convenient to use.
Good customer experience, they resolve queries quickly
It is easy to integrate it with CRM

Cons

Chatbot functionality and development is a but difficult to use/understand
Has issues with the notification/updates. That is sometimes it does not provide actual number of visitors on page, so need to reload it to get exact number.
Sometimes our website becomes slow due to its code
UI can be tricky to understand

Likelihood to Recommend

Zoho SalesIQ is easy to use, the customer service is good and the most important thing is, it is not that expensive when compared to other Live chat software. Some features like the chatbot development and understanding its UI can be tricky. Its code also increases the loading time of the website. But it is easy to integrate with CRM, helps in boosting sales, especially lead capturing, sending mass emails and getting to know the number of clicks on mail and links.

Verified User

C-Level Executive in Corporate (11-50 employees)

Vetted Review

1 year of experience

Zoho SalesIQ as a full-fledged business solution.

Rating: 9 out of 10

Incentivized

June 4, 2021

Use Cases and Deployment Scope

We tried to provide our sales team better access to customer statistics with Zoho SalesIQ, and this allowed them to view basic site traffic. We were able to follow each consumer around our site as they went about. We were able to communicate with each consumer and personalize the dialogues to each lead because of this functionality. This is really beneficial to our organization.

Pros

It has helped us increase our revenues by a significant margin over the last few years. Technical help is quite quick to respond.
UI that is convenient and practical. It's simple to use and understand. We value being able to see how users arrive at our site.
Zoho SalesIQ has a fantastic live chat feature that includes a notification, monitoring and reporting system.

Cons

Unfortunately, Zoho SalesIQ free edition only has a few features.
It cannot tell us when someone visits our website through a mobile app.
The time it takes to acquire the results of an inquiry might be a bit excessive at times.

Likelihood to Recommend

This is being used to make it easier for our sales staff to add leads and follow up with them. Our sales team has found it considerably easier to maintain track of leads generated by this service because of the connectivity with CRM. We wanted to learn more about our customers' habits. This work is made incredibly simple and straightforward to accomplish with SalesIQ. It makes a big difference to chat with and engage with customers at the correct time without being aggressive.

Verified User

Representative in Sales (1001-5000 employees)

Vetted Review

1 year of experience

Fantastic chat software for your sales and support team!

Rating: 10 out of 10

Incentivized

June 1, 2021

Use Cases and Deployment Scope

We use Zoho SalesIQ for both sales and support-related queries. The Zoho SalesIQ chat box on our website assists new users to find out more information about our product (pricing, set up a product demo, general questions) and it also assists existing users in connecting them with our support team to troubleshoot issues that might come up. So it is a critical part of both our sales and our support team. Prior to this, our support and sales system consisted of our users contacting us through the phone or through our email. We have found that that users much prefer the Live chat option rather than either phone or email.

Pros

The mobile app is fantastic so our agents can pick up support queries even on their phones.
It integrates really well with Zoho Desk and Zoho CRM. We use Zoho desk for our ticketing queries and it is really easy to convert a SalesIQ chat to a ticket for further support.
It also captures some very useful extra data on users (like their location, device etc) which can be useful for both troubleshooting and sales related purposes.

Cons

I really like the mobile app but on Android we have faced a few issues where the chat ringer will either not ring or continuously ring until we restart our phone. It doesnt happen often, thankfully.

Likelihood to Recommend

It is perfect if you are a small or a mid sized business that wants to add support and sales capabilities to your platform. The pricing is very attractive and we think it offers terrific value for the price they ask. Plus if you are already in the Zoho eco system (eg using Zoho CRM or Campaigns or Desk) then it is an absolute no brainer since it integrates really well into those systems.

Verified User

Manager in Customer Service (51-200 employees)

Vetted Review

1 year of experience

A great tool to enhance your website UX

Rating: 10 out of 10

Incentivized

May 30, 2021

Use Cases and Deployment Scope

SalesIQ is used by our sales team to engage with our website visitors as a way to answer questions and book consultations. It allows us another opportunity to communicate with leads and prospects, especially on their time without having to play phone tag or send multiple emails.

Pros

Easy UX
Option to set up AI messaging
Easy canned responses
Great reporting
Easy of integration across other Zoho apps

Cons

Not sure if it's possible, but I'd love to have the ability to see what people are actually doing on a given page (where their cursor is, etc)

Likelihood to Recommend

SalesIQ is great for a salesperson to monitor live website visitors and engage with them. It can make for a great lead capture tool as well, especially if it's a new visitor to the site.

John Hinson

Administrative Director & Marketing Manager in Marketing at Spotlight Branding (11-50 employees)

Vetted Review

2 years of experience

View profile

Zoho SalesIQ has provided us with useful information on who visit our site.

Rating: 9 out of 10

Incentivized

May 1, 2021

Use Cases and Deployment Scope

Zoho sales IQ is an excellent tool for providing real-time live chat support and sales assistance on the website. When website material is unable to answer all of user's question, live chat provides a solution by listing to their question in real time. We need to learn about our customers behaviors. This function is made very straightforward and easy to execute with sales IQ.

Pros

A fine match for the company needs and incorporation.
Customers visibility on the platform and their behavior.
The amount of time spent in a given location.
It is extremely simple to use, with numerous manuals and instructions on how to apply every company.
The online chat feature is extremely beneficial to us an organization.

Cons

The reporting capabilities should certainly be enhanced.
Data is destroyed when the device fails or you switch to another screen.
It was a bit difficult to set up.

Likelihood to Recommend

Zoho assisted us in logically organizing our contract. It provided us with a cost-effective database to keep track of our contacts. We're working on a solution to the issue of producing leads and taking timely steps to engage them. One of the most significant benefit is that we can communicate with our leads even though we are unavailable at the moment.

Verified User

Team Lead in Marketing (51-200 employees)

Vetted Review

1 year of experience

Integrated Visitor Tracking and Chat

Rating: 8 out of 10

Incentivized

November 24, 2018

Use Cases and Deployment Scope

We use Zoho SalesIQ to provide live agent access and live website visitor monitoring. It is used on one of several websites that we have. It is useful for providing information on live visitors, especially on ones that we have had previous contact with, that are in our Zoho CRM system. So we can track what customers and prospects from our CRM are on our site, for how long and what pages they viewed. In addition, we use the live chat widget and multiple agents monitor that, both from desktop and mobile.

Pros

Live visitor tracking
Tracking of CRM contact behavior on website
Live Agent Chat

Cons

Login expiry is frustrating....but I do understand the need for security. I find Zoho's approach frustrating sometimes...
Chat Widget could take a page from more advanced offerings like Intercom.io
Limited customization and older look and feel of the widget

Likelihood to Recommend

Very good at visitor tracking and strongly recommend it if you are using other Zoho products like CRM. If we weren't using CRM, I'm not sure if it would have the same appeal to us. The ability to monitor and interact with CRM contacts through their all their touch points with your site is excellent and very important. I find the notifications inconsistent and do sometimes miss chats.

Verified User

Partner in Information Technology (51-200 employees)

Vetted Review

3 years of experience

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