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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 been using HubSpot CRM for at least eight years.
My main use case for HubSpot CRM is to manage my pipeline and all my customer relationships, handling everything to do with calls, notes, and emails.
In my day-to-day, all the meetings that I take are transcribed by Fathom, and those Fathom notes are pushed into HubSpot CRM, allowing me to move them to stages. I also use Breeze to move deals from one stage to the other, which helps me keep on top of things with the deals that I have and manage.
The best features HubSpot CRM offers include managing outgoing and incoming calls, so everything is managed through HubSpot CRM, including call transcriptions and conversations, ensuring that nothing falls apart.
I find the integration with call transcription and conversation tracking especially helpful, and all the emails that I send from my Gmail are synced to HubSpot CRM, allowing me to know who opens my email and who clicks the links I send. This means I don't have to go to HubSpot CRM specifically; I can manage everything from Gmail.
HubSpot CRM has positively impacted my organization by ensuring that things do not fall through the cracks, allowing me to keep track of all the opportunities and move them from stage to stage and status to status.
To improve HubSpot CRM, I think they should have a sequence feature like how Outreach or SalesLoft has it, and possibly incorporate a Gong-like feature where you can give feedback and receive feedback from all the conversations you're having with prospects and customers.
I would love to see a Gong.io-like feature integrated into HubSpot CRM.
HubSpot CRM is stable.
HubSpot CRM's scalability is pretty good.
The customer support for HubSpot CRM is fantastic.
Before using HubSpot CRM, I did use Salesforce, but it was for a different organization. Since I operate my own startup, I don't think I can actually budget for Salesforce, which is more expensive than HubSpot CRM. HubSpot CRM gives me all the features I've wanted and probably more than what I want, so I chose HubSpot CRM for my business.
I don't think I can quantify time savings or ROI; HubSpot CRM just does the job for me. I don't have any other CRM, so I've been using CRM for the last 15 years, and HubSpot CRM helps me get the job done. Without HubSpot CRM, I don't think I can manage my customer relationships.
My experience with pricing, setup cost, and licensing has been pretty straightforward; HubSpot CRM offers a zero human sign-up to try and no pressure calls with their salespeople, which I really love about HubSpot CRM, as they're not pressuring me to meet.
Before choosing HubSpot CRM, I did evaluate other options; I was using Excel sheets, Google Spreadsheets, and Pipedrive, which is pretty good for sales, but Pipedrive doesn't have as many options or features as HubSpot CRM.
HubSpot CRM is deployed in my organization on the cloud; it is subscription-based and hosted on the cloud, so HubSpot CRM is not on my premises or hybrid.
I'm not sure which cloud provider is used for HubSpot CRM; I just purchase a subscription from HubSpot CRM, and maybe they manage which cloud they select.
Regarding HubSpot CRM's AI capabilities, I think it's super secure, and I believe in the founders, philosophy, ideology, and people behind the product.
In terms of accuracy and reliability of output, HubSpot CRM is pretty accurate; I haven't come across something that is not accurate.
My advice for others looking into using HubSpot CRM is that it's a great CRM, especially for startups and new products and services; it's easy to use with mobile apps, web-based applications, and the extension for Google Chrome that integrates with Gmail is amazing. I think that's the starting point for cloud-native companies.
I would rate HubSpot CRM a nine out of ten.
