Zoho CRM Plus: an affordable tool with lots of features for SMBs
January 02, 2020

Zoho CRM Plus: an affordable tool with lots of features for SMBs

Prathamesh Muzumdar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Zoho CRM Plus

Zoho CRM plus is used at my organization. We are in the retail domain. It is used to communicate with end customers as well as businesses that are our clients. It is used by all the departments in my company including marketing, sales, services, logistics (shipping), accounts and finance, and information technology. It helps us to solve many business problems. We have three main concerns in our business. First, have undisrupted communication with clients, second, to remain alert to client needs through notification, and third is integration with different software that provide support to sales and marketing.

Zoho CRM gives you the flexibility to use email marketing and social network management as features to communicate with clients. The notification system of Zoho CRM plus has helped our customer service agents to respond to client requests effectively and efficiently. Zoho CRM plus integrates well with most software, but not all, which can lead to some inefficiency.
  • Zoho CRM is a great way to collaborate with your clients when it comes to one on one interaction. For example, working in a retail enterprise, your customer agents must interact with clients daily. Zoho CRM enables them to interact with clients' phone, email, and live chats through any stations located at any location. Your station (computer) can act as a phone when you need it to do so.
  • Automation to customize the dashboard and features is very good. My company requires that the customer agents are able to filter clients as per the client's needs. We use special filters, automation rules, and auto-replies, which makes the whole process of service very efficient.
  • Zoho CRM is an excellent CRM tool, but for a new user, it would be a challenge to work with it. A tutorial guide is needed for a new user to understand its functionality. Arranging and customizing the workflow is a challenge for the new user. The new user must understand how to create and arrange workflows.
  • During initial Zoho implementation, dashboard customization would require help from the customer service to implement the new dashboard. It is very challenging to work with customer service offline. It is also a cloud-based CRM software, it requires strong internet connectivity. This becomes a huge challenge if you work remotely. Connectivity becomes a huge issue if your company VPN reduces your internet which leads to connectivity issues.
  • It improved our communication with the clients. We were able better streamline marketing efforts using Zoho CRM plus. Email marketing was precisely targeted towards the clients. This gave us good return on investments for our marketing efforts.
  • Zoho CRM also has a mobile app, where you can track emails using the built-in tracker and at the same time, you can make voice and text memos. This helps our customer agents to work remotely and saves us the travel costs.
The best thing about Zoho CRM is its price. It is very affordable when you compare it to its competitors which include Zendesk, Freshworks, SugarCRM, Pipedrive etc.

When it comes to SMBs it is one of the most convenient CRM tools to customize and personalize according to your business model. Compared to other tools the notification system is at its best. The integration works pretty well when compared to other tools. The dashboard capabilities are much better and operational. Tasks like marketing, project activation, social network management, email marketing, inventory, and human resource management are very limited in Zendesk.
Customer support from Zoho is expensive and time-consuming. It is not free. When you think of any issues, it takes a long wait time to talk to a customer service agent to help you with your queries. It costs a premium price to subscribe to their customer service. For example, we had multiple issues with integration and the customer service took over a week to solve these issues. It was easy for us to hire a consultant and get the integration done rather than use the customer service and pay the same amount for it. Overall, the customer service hasn't been good for our company.

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


Are you happy with Zoho CRM Plus's feature set?


Did Zoho CRM Plus live up to sales and marketing promises?


Did implementation of Zoho CRM Plus go as expected?


Would you buy Zoho CRM Plus again?


Overall, I recommend Zoho CRM, as a convenient and affordable tool for SMBs. It is packed with all the features that a company requires to serve its clients on a mid-level enterprise. It integrates well with other software, and the email, chat, and phone call features are very user-friendly. Overall, Zoho CRM is a good CRM software if you need restricted use when it comes to users and features, and more efficiency when it comes to reaching customers.
The biggest challenge for Zoho CRM plus to date has been in integrations. It fails to integrate effectively and efficiently with other programs. The biggest issues in integration are with Salesforce and HubSpot.