Zoho is a really solid CRM platform that struggles with support.
February 28, 2022

Zoho is a really solid CRM platform that struggles with support.

Brian McAvoy | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zoho CRM

Currently, we use Zoho CRM to manage our partner and customer base. We also use it to track sales opportunities and certain key performance indicators. Zoho CRM allows us to integrate our quoting and ticketing platforms as well.

Pros

  • There are multiple ways to create reporting and view data
  • It is highly customizable
  • It is intuitive, overall

Cons

  • Support clarity
  • Support response time and engagement
  • Implementation
  • Insight into the current activities of the bbusiness
  • It has a hard time recognizing a channel based business w/o development
  • Automations are more difficult to create then other CRMs
It's the worst thing that Zoho does. We have the basic level but I feel even if we paid more for the premium service, it would still struggle with the fundamentals of support.

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?

Yes

Did implementation of Zoho CRM go as expected?

No

Would you buy Zoho CRM again?

Yes

It's intuitive and easy to use overall. You can use multiple ways to sort, find, view, and create data points.
Zoho CRM is a pretty comprehensive and intuitive platform. It can do most of the things we need. That being said, support is poor and I don't feel like the product suite was properly right fitted to our business as whole. There are some products, ZH books, that could be a quoting tool ball fall short and not as robust.

Zoho CRM Feature Ratings

7.7
Customer data management / contact management
8
Workflow management
7
Territory management
9
Opportunity management
9
Integration with email client (e.g., Outlook or Gmail)
7
Contract management
9
Quote & order management
9
Interaction tracking
8
Channel / partner relationship management
3
Not Rated
Case management
Not Rated
Call center management
Not Rated
Help desk management
Not Rated
8.0
Lead management
9
Email marketing
7
6.3
Task management
9
Billing and invoicing management
5
Reporting
5
8.3
Forecasting
7
Pipeline visualization
9
Customizable reports
9
8.3
Custom fields
10
Custom objects
10
Scripting environment
10
API for custom integration
3
9.0
Role-based user permissions
9
Single sign-on capability
9
Not Rated
Social data
Not Rated
Social engagement
Not Rated
8.0
Marketing automation
8
Compensation management
Not Rated
7.0
Mobile access
7

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