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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 Zoho CRM is to maintain our prospects database, track our email interactions, and manage our entire sales operations.

A quick specific example of how I use Zoho CRM in my daily work is that we qualified a few accounts, got opportunity meetings with them, and it helped us by creating pipelines, managing pipelines, and timely follow-ups to get conversions.

I would like to add that we are bringing data all together at one place. We have been using emails and campaigns with multiple email providers, logging all those in multiple profiles at one place to access the entire data and get more visibility.

The best features Zoho CRM offers are the dashboards, which I really like as a leader.

What I find most useful about the dashboards is that both the visualization and customization give a clear picture.

Zoho CRM has positively impacted my organization so far because my team has adapted to it. Initially, while migrating from Salesforce, it was a bit challenging, but now everything is working well.

I think Zoho CRM can be improved because everything is good, but the UI can be improved. That is the main area where improvements are needed.

I have been using Zoho CRM for the last three months.

Zoho CRM is stable in my experience.

Zoho CRM's scalability is definitely evolving. I have seen how Zoho CRM was a few years back and how it has evolved since then.

The customer support for Zoho CRM is good compared to my previous CRM, which was considerably better, I would say.

I previously used Salesforce.

The main reason I switched from Salesforce to Zoho CRM was due to cost considerations and our utilization needs. With the pricing structure, we have very limited users, and we compared these two tools and decided to switch to Zoho CRM for that reason. At the same price point, we have multiple users who can access the same CRM.

I have seen a return on investment so far because it is definitely time-saving, and our efficiency improved by utilizing this tool. However, I do not have any numbers or ROI metrics available at this time.

My experience with pricing, setup cost, and licensing is that those details were taken care of by our operations team, and I am not sure about the specifics.

Before choosing Zoho CRM, I evaluated other options including HubSpot and a few open-source CRMs such as SugarCRM.

My advice for others looking into using Zoho CRM is that it is definitely a pocket-friendly tool for startups, beginners, and mid-level users who can use Zoho CRM without hesitation. However, for fully established companies and entrepreneurs, it might have some limitations, and they might have in-house capabilities that could make it less useful for their needs. I would rate this product an 8 out of 10.