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Zoho CRM - Expectations for a great customer experience
April 20, 2022

Zoho CRM - Expectations for a great customer experience

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Zoho CRM

We use it for lead generation, connect it to our chat feature, and communicate with customers. Our Facebook and chat bot is connected to Zoho CRM. We also use the potential/sales pipeline for insurance cases. Then we use for quotes, sales orders, invoices, products, purchase order and other ordering info.
  • Quote to sales order to invoice
  • creating buttons
  • automating incoming chats info
  • easy to use interface
  • going backwards with info example invoice back to sales order
  • accounts, leads, contacts and how they are organized
  • editing info in pipelines is sometimes tough
  • sales order automations
  • chatting with 1000 different customers per month via chatbot
  • increased traffic
I think the basic usability is good. However changing stuff on the back end can be convoluted sometimes. I do think it is simple to use but new users coming from other CRM's seem to have some troubles. Importing data is decently straight forward and I appreciate that about Zoho.
Sometimes I think the product's configurability is overwhelming but for simple things I think it is just right. I would say the main features like purchase orders, products, sales orders, invoices, pipelines make it easy to configure and have just the right amount of options. The more complex automations seem to be too complex or convoluted.
Zoho is easy to get started and have an organization. It is also a really good price and pretty user friendly

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?

Yes

Would you buy Zoho CRM again?

Yes

It is a super simple CRM to use and customer service is some of the best I have seen. The product flow is very nice and building a pipeline is pretty simple. Customer service is usually super helpful when I talk to them. Zoho CRM has a lot of customization but that at times can be overwhelming about how to make the next step to improve the experience. Plus it takes money to have Zoho themselves setup your CRM.

Zoho CRM Feature Ratings

7.1
Customer data management / contact management
8
Workflow management
7
Territory management
7
Opportunity management
7
Integration with email client (e.g., Outlook or Gmail)
4
Contract management
7
Quote & order management
9
Interaction tracking
8
Channel / partner relationship management
7
6.0
Case management
6
Call center management
6
6.5
Lead management
7
Email marketing
6
7.0
Task management
7
Billing and invoicing management
8
Reporting
6
6.0
Forecasting
6
Pipeline visualization
5
Customizable reports
7
7.3
Custom fields
8
Custom objects
7
Scripting environment
7
API for custom integration
7
8.0
Role-based user permissions
8
Single sign-on capability
8
6.0
Social data
6
Social engagement
6
5.0
Marketing automation
5
6.0
Mobile access
6

Evaluating Zoho CRM and Competitors

  • Price
  • Product Features
  • Product Usability