Small-Medium Businesses Beware - Outreach doesn't want your business.
August 04, 2022

Small-Medium Businesses Beware - Outreach doesn't want your business.

Anonymous | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Overall Satisfaction with Outreach

We leverage Outreach for outbound sales via sequences mixed with other solutions and technologies. Outreach helps us to automate the outbound sales process. I have built targeted campaigns and sequences for many different personas to keep things as personal as possible at scale. We are seeing the need for more customization and the demand for one-to-one messaging versus these mass mailers, which is making our need for Outreach a bit redundant.
  • Automated Sequences.
  • Integrations
  • Sales Solutions.
  • Reports
  • Customer Service - zero support for small - medium businesses.
  • Billing - billing is messy, and customer service for billing questions is pretty awful (if anyone is ever available).
  • Bounce Rates - our bounce rates are through the roof when using Outreach which isn't a problem we have with HubSpot or Pardot.
  • Integrations
  • Ease of Use.
  • Customer Service.
  • Automates Outreach (positive).
  • Wastes Time (negative).
We decided to leverage Outreach originally because it fit our needs in terms of sending emails at scale while also integrating other solutions and activities recorded within our Salesforce solution. Salesforce integration was a very important factor because that is where our CRM system resides. Unfortunately, we continue to have issues with their billing department, which refuses to take calls or answer questions, and because we are a small-scale team of 5, we are not offered any customer service support other than the automated chat feature, which is clumsy.

Do you think Outreach delivers good value for the price?


Are you happy with Outreach's feature set?


Did Outreach live up to sales and marketing promises?


Did implementation of Outreach go as expected?


Would you buy Outreach again?


In my opinion, Outreach is well suited for an enterprise sales team of 50+ users - otherwise, I feel you are unseen/unheard/unappreciated, and customer support is not offered for smaller scale teams. Outreach is well suited for outbound sales that offer simple solutions that can be communicated quickly and efficiently via cold email outreach.

Outreach Support

There is almost zero customer support. What they do offer is a live chat feature which is active during "normal" business hours which is nice for instant inquiries if someone is available. However, you do not have a dedicated representative to address questions or concerns and their billing process is confusing and messy without any support.
Slow Resolution
Poor followup
Less knowledgeable
Problems left unsolved
Not kept informed
Escalation required
Difficult to get immediate help
Need to explain problems multiple times
Support doesn't seem to care
Slow Initial Response
No, we did not purchase premium support because we only use the basic features of email outreach, software integrations, etc.
No - we have reached out multiple times, perhaps a dozen, and have not received feedback. We continue to encounter issues with billing access and reporting with zero support.