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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 would describe my main use case as evaluating a couple of tools and CRMs. We found HubSpot CRM very useful in terms of ease of use, automation, setting up the user journey, and database management. We evaluated all these aspects and concluded that HubSpot CRM would be a great fit for medium-sized enterprises.

We can store a number of data in HubSpot CRM, including contacts, deal creations, and we can edit and create deals ad hoc. We can assign the deals and create customized dashboards. We can create tasks for the teams. All of these features are useful in HubSpot CRM.

Real-time data insight in HubSpot CRM helps me in decision-making processes. For example, if we reached out to a prospect in 2015 and that prospect reaches out again by filling a form, we can track back that user and see that we previously contacted this prospect in 2015 and they have reached back to us through forms after ten years. This history management is very easy in HubSpot CRM.

The email tracking feature in HubSpot CRM is also useful for me. We currently have a marketing subscription of HubSpot CRM and in our day-to-day activity, we send out marketing communications, newsletters, and other email communications to our prospects. Email communication and email tracking is a basic activity in our day-to-day operations.

I am satisfied with the integrations in HubSpot CRM, as they have actually helped us in many ways. Data syncs properly without issues. We can post and schedule LinkedIn posts from HubSpot CRM without needing to go back to LinkedIn. Whatever UTM is created, we can keep it in HubSpot CRM rather than holding different tools' data. For example, if we have posted anything from LinkedIn, Instagram, or X on the same day, I can create a dashboard of all three platforms in HubSpot CRM. There is no need to go to separate tools and export data and then come to a conclusion about the metrics.

The main benefit that HubSpot CRM provides for me is that I can complete a campaign and rather than sending metrics to my sales team manually, I can customize them ad hoc based on the requirement. For instance, I can customize the metrics based on which campaign and which metrics need to go to a particular prospect at a specific time. I can do this customization in HubSpot CRM without needing to jump into metrics, export them, and then send them via email. HubSpot CRM has an option where I can specify that once I post a campaign, it will pull the relevant records and send them to the stakeholders.

There are a couple of things which I would improve in HubSpot CRM. There are limitations with user limitations. I would want a feature where certain users do not need to export data and I want to be notified if anyone is exporting. That feature exists for a certain number of users, but it should also apply to lower-level users who should be notified as well.

Second, the analysis and insights need to be provided on a weekly basis. For example, I would want to see that in this week we sent an email to a certain number of prospects, information about which was my highest open rate email campaign and which was my lowest engagement campaign, and insights from HubSpot AI that can be utilized. I would want to know which subject lines we gathered that received more attention as a form of data analytics information.

Additionally, if I have one hundred contacts today and a couple of them are not active, for example, if eighty contacts are active and twenty contacts have never opened my email, I would want to trash them because they are not engaging. That kind of information would be very useful.

It has been three years now that I have been working with HubSpot CRM.

I would rate the stability of HubSpot CRM as nine point five. Downtime is very rare. Sometimes issues occur, but they fix them very early.

I would rate the scalability of HubSpot CRM as eight.

I would rate my technical support experience with HubSpot CRM as ten because it is very easy to generate a ticket and get in touch with them.

If I compare Salesforce and HubSpot CRM, I would rate HubSpot CRM higher. That is the reason we moved out from Salesforce because Salesforce was not providing much data for us. We wanted to have an easy tool that is very accessible to us to edit and assign leads and deals to the team.

The initial setup for HubSpot CRM is very simple. We reached out to HubSpot CRM and within a day or two, they reached back to us for an initial discussion about our data from Pardot that needed to be migrated. They have a third-party vendor who migrates data called Nanobyt. We took the help of Nanobyt enterprise and they migrated our data to HubSpot CRM and the initial setup was done. Within a week or on the committed date, we had a full-fledged tool running and we received training models as well. The initial hand-holding was also very good.

I have done some integrations between HubSpot CRM and other tools. We have integrations with GFO, LinkedIn, Instagram, and other tools.

I purchased HubSpot CRM directly from the vendor, not through partners.

I am using HubSpot CRM as of now. I am also working with Sendinblue and Brevo.