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Fast and user-friendly - lacking in service and backend.
August 25, 2021

Fast and user-friendly - lacking in service and backend.

Jacob Stevens | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with Zoho CRM

Zoho CRM is currently used by our entire Sales team which amounts to about 10 users. Originally Zoho was used only for our SDRs, but we are in the process of transitioning all of our account managers, and account executives over to the platform as well. The problem it addresses is a seamless is visual pipeline of business.
  • Layout - interface.
  • Importing and exporting data (Leads, Contacts, Companies, etc.).
  • Speed and responsiveness, never had an issue.
  • Customer service.
  • Tools and training documents.
  • Clearing up the tagging system.
  • Negative ROI on time investment to train. Takes too long.
  • Positive ROI for a cheaper CRM that does integrate well with our other sales tools.
  • Positive ROI for email usage, marketing loves it.
Zoho is a fine platform, it just has its limitabilities and there is no good customer service to navigate you or your team through issues and problems as they arise. Terminology is a massive issue in Zoho so it is vital to have your entire team on the same page when working in it. The interface is nice and fast.

Do you think Zoho CRM delivers good value for the price?

Yes

Are you happy with Zoho CRM's feature set?

Yes

Did Zoho CRM live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Zoho CRM go as expected?

No

Would you buy Zoho CRM again?

No

ZoomInfo, Koncert Agent-Assisted Dialer (formerly ConnectLeader Team Dialer)
Zoho is well suited for a small team that is collectively understanding how they are going to use the platform and what terminology will be attributed to tasks, data, etc. Zoho is not well suited for the large sales team, we have found the more users that are added to the platform the more we step on each other shoelaces. Change is hard but I think the platform can support and entertain larger crowds through time.

Zoho CRM Feature Ratings

5.7
Customer data management / contact management
7
Workflow management
4
Territory management
5
Opportunity management
5
Integration with email client (e.g., Outlook or Gmail)
10
Contract management
7
Quote & order management
5
Interaction tracking
3
Channel / partner relationship management
5
Customer Service & Support ()
Not Rated
8.5
Lead management
7
Email marketing
10
7.0
Task management
8
Billing and invoicing management
8
Reporting
5
8.3
Forecasting
5
Pipeline visualization
10
Customizable reports
10
5.5
Custom fields
6
Custom objects
5
Scripting environment
5
API for custom integration
6
8.0
Role-based user permissions
8
Single sign-on capability
8
2.5
Social data
3
Social engagement
2
6.0
Marketing automation
6
Compensation management
6
Platform ()
Not Rated

Zoho CRM Support

[In my experience] it is nonexistent. We have not been able to get a rep or support agent to help us. Takes days to a generic support email to get any response back on our issue which essentially drives everything in our process to a halt. I think they can really improve on this.