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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 Freshsales is the Sales Sequence feature, which automates the time-consuming process of sending out outreach emails, conducting calls, and reminding me when to follow up with customers, making it easier to manage customer interactions and allowing me to focus on closing multi-million dollar deals.
Freshsales is a very comfortable type of CRM with easy customization and user-friendliness, allowing even non-techie individuals to manage their internal pipelines effectively, as it is a highly customizable CRM that suits our business needs, whether for selling products or services.
The best features that Freshsales offers begin with the Sales Sequence, which is top-ranked, followed by the marketing division that allows us to create automated marketing sequences. Freshsales also includes 24/7 customer support, web form integration for lead generation from our website, and other valuable functionalities.
The Sales Sequence feature significantly helps my workflow by enabling an account manager to contact a large list of customers quickly and efficiently, sending out emails with minimal manual effort, while also providing critical statistics about email engagement, which aids in improving outreach strategies.
Freshsales positively impacts our organization by creating a central repository for all our business objectives; it has helped us organize our pipelines and documents efficiently, providing a system where we can easily access any necessary files related to individual deals and allowing visibility into the performance metrics for the board of directors.
I believe the customization options in Freshsales could be improved, particularly regarding themes; the ability to implement our logo into the dashboard would enhance our professional image when dealing with external partners compared to larger MNCs using their internal software.
I would rate Freshsales an eight out of ten because while it offers customer chat support, practical navigation for non-technical users could be enhanced, particularly regarding technical issues such as web form connections, which would benefit from immediate access to technical assistance.
I have been working in my current field for almost five and a half years, initially starting in product-based roles before transitioning to cloud consulting and now focusing on enterprise-level segments.
Freshsales is stable, with no server crashes reported and round-the-clock customer support available, making it reliable for our business needs.
Freshsales offers excellent scalability for startups and mid-sized companies; we have not experienced challenges in scaling up or adding customized solutions, but I am uncertain about its performance at the enterprise level with larger deals.
The customer support experience is wonderful, providing 24/7 availability with knowledgeable agents who can effectively address issues, assisting non-technical users in understanding the technical aspects and facilitating direct communication for complex problems.
I previously used Dynamics 365 at my former organization, where the complex integration and unnecessary tools were issues, prompting our switch to Freshsales, which provides better customization, onboarding, and commercial value.
We have seen a significant return on investment with Freshsales, notably in time savings from efficient document organization and file storage; the metrics help us track deal sizes and customer interactions effectively, and we have saved a good amount of money compared to other CRMs such as Salesforce and HubSpot, which have much higher costs.
My experience with pricing, setup costs, and licensing for Freshsales was very smooth; the Indian team was clear in their communication and offered good discount packages, along with a pre-onboarding call that provided valuable insights into using the software.
Before choosing Freshsales, we evaluated multiple options including Zoho, HubSpot, SignalHire, and Salesforce among others; we chose Freshsales because it met our expectations at a good price point.
For startups or mid-sized companies considering Freshsales, I would highly recommend its ease of setup, accessibility, and overall user-friendliness, particularly praising the team's global presence. I would rate this product an eight out of ten.
