Zendesk Sell moved our sales department from a paper based model to an automated solution
Updated December 23, 2024

Zendesk Sell moved our sales department from a paper based model to an automated solution

Michael Litvack | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zendesk Sell

Tracks all of our sales leads. Multiple prospects can be related to their company and deals can be organized by a salesperson. The notes feature provides an area to store information not found in emails. Salespeople don't need to call each other to get details of a deal. Everything is in Zendesk Sell for easy access.

Pros

  • Splits deals by sales person.
  • Total possible revenue in the pipeline.
  • Store all email in one deal, regardless of source.

Cons

  • Creation of a deal from outlook (add-in).
  • Add tasks to outlook calendar.
  • Summary display deals by stage.
  • Automated leads from paper lists to data lists.
  • Reduced time needed for sales meetings. All details already in Zendesk Sell. No need to discuss.
The relation between contacts and deals is easy to understand. The association between deals and sales people make it easy to organize leads.
The contact management system is better and the association between contacts and deals is a big improvement. Tracking emails in addition to notes is an improvement.

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

Yes

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

Microsoft SQL Server, Microsoft 365 (formerly Office 365), Redgate SQL Data Compare
Zendesk Sell works best for deals that involve many points of contact and takes a long time to close. It may not be as necessary for a quicker sales cycle.

Zendesk Sell Feature Ratings

7.7
Customer data management / contact management
9
Workflow management
6
Territory management
Not Rated
Opportunity management
8
Integration with email client (e.g., Outlook or Gmail)
7
Contract management
Not Rated
Quote & order management
Not Rated
Interaction tracking
8
Channel / partner relationship management
8
9.0
Case management
9
Call center management
9
Help desk management
9
6.0
Lead management
6
Email marketing
Not Rated
7.5
Task management
8
Billing and invoicing management
Not Rated
Reporting
7
8.3
Forecasting
8
Pipeline visualization
8
Customizable reports
9
8.0
Custom fields
8
Custom objects
Not Rated
Scripting environment
Not Rated
API for custom integration
Not Rated
9.5
Role-based user permissions
9
Single sign-on capability
10
Not Rated
Social data
Not Rated
Social engagement
Not Rated
Not Rated
Marketing automation
Not Rated
Compensation management
Not Rated
8.0
Mobile access
8

Using Zendesk Sell

4 - Sales uses it for leads. Project management for deployment, training for onboarding and support for client maintenance.
1 - Project manager supports Zendesk. Process oriented approaches work well with zendesk
  • Following up on sales leads
  • Managing relation with potential clients
  • Viewing what is in the pipelin
  • Closing sales and passing client to support
  • Booking review sessions with potential clients
  • Cross referencing client business relations
  • Calendar scheduling
The integration with the other Zendesk products is key. Allows other people in the company, such as support, to be involved in the sales process.

Evaluating Zendesk Sell and Competitors

Yes - Sales Force. It was not integrated with Zendesk support. Integration is key to manage clients and maintain history during the onboarding process and beyond. We were also insistent that we use a one entry system. Passing clients from sales to support needed to be seamless
  • Cloud Solutions
  • Integration with Other Systems
  • Ease of Use
We were already using Zendesk for support, so ease of use was already part of the solution. Cloud options is the only way to make information available all the time from any location. The integration of all of the Zendesk products was key.
We should have focused more on a comprehensive solution instead of bouncing around from applications that solved an immediate problem.

Zendesk Sell Implementation

  • Implemented in-house
  • Adding active leads from old system to Zendesk

Zendesk Sell Training

  • No Training
Easy to learn. Especially since I already used Zendesk Support

Configuring Zendesk Sell

The standard configuration was sufficient
Out of the box settings is fine
No - we have not done any customization to the interface
No - we have not done any custom code
n/a

Zendesk Sell Support

Reached out to support when started using Zendesk Sell. They provided a remote session to review our specific needs and explain how to get the program to work for us.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No. Budget restraints
Support was always fine. Do not remember a stand out event.

Using Zendesk Sell

ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Adding new clients
  • Reviewing pipeline lists
  • Turning pipeline events into closed sales
  • Relating contacts to companies to deals. Could be a more one entry system.

Zendesk Sell Reliability

Always on, always available.
Always available and easy connection from Zendesk Support
Never any latency issues

Integrating Zendesk Sell

Zendesk sell integrates seamlessly with the other Zendesk products
  • Zendesk Support
  • Calendly
  • File import/export
n/a

Relationship with Zendesk

Very easy. Since we already were using Zendesk, all we had to do was turn it on.
Did not have any issues.
Did not negotiate. Were already a happy client
Start using a different Zendesk product and then migrate to sell

Upgrading Zendesk Sell

Comments

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