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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.

My main use case for LeadSquared involved having multiple projects ongoing. Since I worked in the growth part of it, I used LeadSquared for creating and sharing landing pages, which is the website use case. I relied on it for lead generation, assigning leads to the sales team, monitoring email campaigns, and automating WhatsApp responses using menus and CTAs, designing the flow, scheduling calls, and for email campaigns and lead churning. I also set up automation for win-back campaigns to engage users in the main CRM.

LeadSquared has positively impacted my organization by facilitating smooth communication and lead management, for which I am very grateful.

I have seen specific outcomes improve because of LeadSquared, including a noticeable response time and enhanced customer engagement. Instead of solely relying on conversions, which depend on the product itself, LeadSquared helped me engage with customers more effectively. The tool acts as a point of sales system, which significantly reduces the workload on the sales team by organizing leads efficiently.

I found the automations in LeadSquared to be really useful and the most valuable part of the tool. Once I create a segment or label of contacts, I can use the automation for that label, which significantly reduces my workload.

The simplicity of LeadSquared helps me in my day-to-day work by making tasks faster and reducing errors. With a minimalistic and clean design, I do not have to invest more time trying to figure out how to use the product. It is very evident and descriptive, allowing me to proceed quickly without spending a lot of time on understanding it. This saves time as I can identify label creations and use the sources, classifications, sorting, and filtering with ease.

I would like to see LeadSquared with more advanced features towards the website part of it. As a CRM, it is an amazing tool with lots of functionalities, even ones I have not fully explored due to my limited time at the company and operations which were restricted to a specific part of my job. Overall, I would like to explore it further to make any comments.

I would suggest improving LeadSquared by enhancing the website part of it. Right now, it is a fully functional CRM tool that I only use for landing page creation. It would be great if LeadSquared allowed hosting a complete website with front-end UI/UX integration alongside the CRM. I would love for LeadSquared to evolve into an all-in-one digital tool similar to Wix.

I have used LeadSquared throughout my work, so my entire work of two years depended on LeadSquared.

LeadSquared is quite stable. I would prefer it compared to Wix, which I am currently using, and I would choose to go back to LeadSquared.

Regarding LeadSquared's scalability, I think it should expand more internationally. Currently, it is not very common outside India or in European countries.

The customer support for LeadSquared is quite good. I had one or two interactions where I experienced an issue and, after discussing it with my managers, they suggested I contact a technical supervisor from the LeadSquared team. My issue was resolved professionally and I was very satisfied with the assistance I received.

Previously, the company used Google Sheets along with JavaScript for lead management and basic data analytics. As the company expanded, LeadSquared became an integral part of its development from the beginning.

I have seen a return on investment. At the company I worked for, there were around 200 employees, and when I joined, there were 100 on-site employees along with 100 remote workers. With just 40 to 60 salespeople using LeadSquared, the revenue we brought into the company was significant, as it reduced the need for human interactions. Every sales person handled 50 to 60 new leads daily via LeadSquared, managing follow-ups and pipelines efficiently, which saved money, time, and reduced the need for extensive human interaction.

I am not really sure about the pricing, setup costs, and licensing for LeadSquared since I was only a product user and not involved in managerial decisions regarding it.

I did not evaluate other options before choosing LeadSquared. I was only a user of the product and did not make managerial decisions regarding it.

I advise others looking into using LeadSquared to start slow, watch some YouTube videos, and explore. It is not difficult at all. The appeal of LeadSquared lies in its feasibility and ease of accessibility. I encourage new users to explore the tool independently if they have basic technical skills and knowledge of CRM workings.

I would go back to using LeadSquared. I am very satisfied with it, and I believe I have covered everything during our conversation. My overall rating for this review is eight out of ten.