Item: Zendesk Sell
Rating: 9
Author: Brittany Cooper

Use Cases and Deployment Scope

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 and Cons

Clean layout
Multiple views
Efficiently contact customers
Systems integration

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)

Return on Investment

Increased efficiency with a central hub for all of our customer data.
Workflows are easy to set up and beneficial for us.
Received minimum training, therefore it's easy to navigate.
Reduced employee costs. Employees can spend more time completing other important tasks.

Alternatives Considered

Help Scout

We moved away from the platform above because integrations and reporting through Zendesk Sell (formerly Base CRM) are far better. Zendesk Sell (formerly Base CRM) is definitely a more modern approach to our ever-changing company. We needed a system that provided accurate and easily attainable reporting. In addition to that, we used tons of other systems that were not "integrated friendly" with the previous software. These reasons are what sealed the deal for our company to move on.

Key Insights

Do you think Zendesk Sell delivers good value for the price?

Not sure

Are you happy with Zendesk Sell's feature set?

Yes

Did Zendesk Sell live up to sales and marketing promises?

Yes

Did implementation of Zendesk Sell go as expected?

Yes

Would you buy Zendesk Sell again?

Yes

Other Software Used

Help Scout, Microsoft Dynamics 365 Customer Service, Sugar Market (SalesFusion), monday.com, Mailchimp Transactional Email (mandrill), Stripe

Usability

I received about two hours worth of training on Zendesk Sell (formerly Base CRM). I will say it's a clean look and the ability to change views is extremely helpful. I do wish there were other features that allowed the views to be more simplistic. Some views can be overwhelming to look at. Nevertheless with the minimum training, I am still able to navigate through Zendesk Sell (formerly Base CRM) successfully due to the ease of usability.

Support Rating

Due to the ease of the product, I have not had the chance to reach out to support yet. I’ve had no reason. The resources provided to clients are extremely helpful and detailed. So far my questions have been pretty basic and I generally just ask my colleague or teammate. They're able to assist with the answer.

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.

Extremely efficient to funnel client communication

Software Version

Overall Satisfaction with Zendesk Sell (formerly Base CRM)