Beautiful, easy-to-use CRM with brilliant email tracking; customer service lacking, though.

The product is extremely well thought out. Most CRMs are too cluttered. They have an exhaustive feature set, which comes at a cost of not being able to do the basics well. From my perspective, Salesmate has focused on mastering the basics (database management, email tracking, task management, etc.), and only then has implemented more technical features on top. The design is also simple, but beautiful, which makes the product a joy to use.

This is where Salesmate, in my opinion, is most lacking. With other CRMs, I have been able to chat directly to the tech team, but with Salesmate it appears you have to go through customer service first, which honestly doesn't cut it. In fairness, Salesmate's online guides are very helpful and are usually sufficient to help you get the simple things done. However, as soon as you have a question of any complexity, getting customer service to understand the issue and help out has been like pulling teeth. I have experienced this half a dozen times.

One example of this was when trying to migrate from our previous CRM. I had an issue migrating custom fields and notes from our old CRM. Only by the third support agent was I advised that what I was trying to do was not possible. Even then, the solution provided was initially incorrect, and even when I found the solution, it effectively meant me having to import our database 10 times (as each import could only take 1 note at a time). In the end, I had to manually import our database around 30 times before getting it right, costing our company many hours of lost time. We have now saved far more time than this using Salesmate, but that was one frustrating day!

Overall I would advise using Salesmate only if you have a fairly simple CRM use case, or you are technologically capable to ride through the issues when trying to do something complex.

From experience, I would say Salesmate is perfect for a small business (no matter how complex the set-up needed), or a medium-sized firm with a cookie-cutter product/client offering. It is fantastic as an off-the-shelf, get-what-you-see product. However, as soon as you start trying to [customize] Salesmate to your liking, it starts to show cracks. We ran into a number of issues in this regard and found that the following were either not possible, or painstaking to implement: migrating custom fields, migrating notes, installing many-to-one custom fields, creating more than one product type, creating pipelines for more than one product type. Customer service at any of these junctures [was] lacking; the service provider typically did not understand what was being asked at first, and when they did finally understand, I was just pointed to submit a public forum request rather than given any meaningful help.