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My previous company used Zendesk for ITSM (IT Service Management) products and Jira for internal development, such as HR, finance, and other departments.

It was mostly used for internal purposes and integrations because it was mobile apps related to ride-dealing, like Uber. So, it was mainly for receiving requests from the customers and scanning the stuff.

It's a very stable tool, very powerful.  

It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. 

Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors.

Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.

I have experience with this solution. I worked with it for five years. 

It is a stable product. I worked on it for five or five students. It's very stable.

Scalability is normal. Not very high. At that time, there were around 1100 end users using this solution. 

The support team is time-consuming, and they don't find the answer to our problem.

Because if you are doing your job by yourself, it will be a lot of aim to seek their support. But if you have, like, a support contract with them or something like that, there's the support when you go for a good position or if they can push it. You have to pay extra for better support.

Neutral

We decided to switch from Zendesk because of limitations for integrations. We were a tech company, and we needed more features, more add-ons, more conditions with a lot of tools that weren't accessible with Zendesk, so that's why we had to change it.

The initial setup is very difficult, and we had to use support help for the account setup.

You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive.

Back then, we were paying $51 per license for agents and $89-90 per license for tech users.

We were paying around $2.25 million per year.

I would suggest using a trial version first and reading the logs before using it.

Overall, I would the solution a six out of ten because of the complexity of the tool and the high license price.

I have used LeadSquared for almost five years. It was primarily a CRM tool that we used for managing all lead data, call logs, and emails that would get logged into it. When new leads were generated, they would be routed to us through LeadSquared as well.

LeadSquared functioned as a basic CRM for our needs. For example, if I received 10 leads or 10 prospects who downloaded our application, I would call them with all the numbers and details available in the system. In cases where calls were not connected, I would send them an email through LeadSquared. I would continue following up, booking demos, catering to their needs, and logging all the details in LeadSquared.

The filters that came with LeadSquared were the best features. We were typically able to filter down a couple of leads, which was finding a needle in a haystack. The filter feature was invaluable for segmenting leads.

LeadSquared is an easy tool to adopt and get going with, as it is plug and play. My organization has stuck with it for more than five years and has not changed to any other CRM. From day one, I used LeadSquared. It was not a case of using another tool before and switching back to LeadSquared. I started my journey with LeadSquared only, so it was the first CRM tool I had my hands on.

It has an easy user interface and is a simple tool, not complicated unlike other tools such as Salesforce. All the activities are logged, you can select the filters, and the homepage is sufficient where you get all the details about the lead. It is a pretty easy tool to understand and to have.

Everything is good and perfect with LeadSquared.

I have been using LeadSquared for seven to eight years.

There have been a couple of times when LeadSquared was down, but it was not something that hampered the business from a point of view.

LeadSquared's scalability was easy to handle.

I never reached out to customer support for LeadSquared.

From day one, I used LeadSquared. It was not a case of using another tool before and switching back to LeadSquared. I started my journey with LeadSquared only, so it was the first CRM tool I had my hands on.

LeadSquared is an easy tool to adopt and get going with, as it is plug and play. My organization has stuck with it for more than five years and has not changed to any other CRM.

We did not evaluate other options before choosing LeadSquared.

I would say it was easy, and from a point of view of ROI, it was money-efficient given the number of employees we had.

I remember it was around 100K for a year, which boils down to approximately 1500 to 1600 rupees, or maybe 2000 rupees per month per user for LeadSquared. I believe it was pretty sufficient and an easy tool to have, and not so expensive.

We did not evaluate other options before choosing LeadSquared.

I would advise to stick with LeadSquared, as it is an easy and best tool in the market to have. I would rate this product a 9 out of 10.