A good backbone to your overall business
February 27, 2022

A good backbone to your overall business

Akshay Khandelwal | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Zoho CRM Plus

We use Zoho CRM Plus for our end-to-end sales ops and delivery operations. We also use it for customer surveys and email campaigns. We use it internally to manage projects and tickets. We use Sales IQ to provide live chat support as well. We also use its analytics tool to keep a close eye on our critical KPIs.
  • It is highly customizable
  • It has good integration capabilities through APIs
  • It is fast to deploy
  • Good knowledgebase and articles to support users to quickly understand and adopt the tool
  • Reporting and analytics are difficult.
  • HTML coding could lead to strange results. Report emails, especially in analytics, are not very friendly. It looks like a poor-resolution picture.
  • Survey tool is not very customizable, especially if you want to embed it in your webpage. The pop-up does not behave properly sometimes.
  • It has enabled us to make data-based selling decisions
  • It has smoothened customer delivery/ticketing experience
The support is very responsive, but the support staff are not always well aware of the product's capabilities. Chat support is slow in replying except for a few support agents, so resolution takes time, but Zoho is very supportive and responsive in general.

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From a usability point of view, Zoho CRM Plus is a very useful tool.
Zoho CRM Plus is well suited in managing sales ops from lead generation to billing. It is also a good tool for project management and ticketing and creating KB. It adequate for analytics, but that still needs improvement.

Zoho CRM Plus Feature Ratings

Multi-channel customer feedback collection
Product usage analytics
Customer experience dashboard
Customer journey mapping
Churn risk scoring
AI-powered recommendations
Website A/B testing