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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 typically use LeadSquared Sales + Mobile CRM as a platform to nurture raw leads to form conversion and on the second step, from form to fee conversion from prospective students who are looking for courses or admissions at Amity University.
With the student or with the lead who has the intent to take admissions in any of the UG or PG programs offered by Amity University, we get the lead on LeadSquared Sales + Mobile CRM in real time through different sources of lead capture. We capture leads from organic traffic, publishers, our school connect program, college connect, and coaching connect programs wherein our teams interact with students and collect information firsthand. The lead is captured in LeadSquared Sales + Mobile CRM and the caller or agent calls the lead, nurturing it through various methods such as sending WhatsApp messages, text messages, email content, or through live chat. They create an interest level and engagement index by providing the relevant information the lead is looking for, encouraging the lead to fill up the application form. This is basically lead to form conversion. The follow-up ensures submission of academic fees which closes the admission part for prospective candidates.
We conduct various nurturing campaigns, communicating different aspects such as the USPs of Amity University, benefits of joining the program, overall academic performance improvement, personality development, and global exposure. If the student is keen, this process goes to the final submission of academic fees, completing the form to fee conversion. This is the exact scenario that the team is working on for LeadSquared Sales + Mobile CRM.
The main scenario I focus on is lead to form and form to fee conversion, as our primary objective is fees conversion.
The best features of LeadSquared Sales + Mobile CRM that stand out to me include overall integration and the ability to track the lead follow-up mechanism. It provides clarity, allowing me to view the entire lead activity in one window, what communications have been sent to the lead, and even call recordings to see what exactly the agent spoke to the lead. I can identify areas where improvement is required and map the overall journey in my LeadSquared Sales + Mobile CRM account.
In my daily work, I find the most valuable feature is the follow-up mechanism we track, detailing what exact communication has been sent to the lead and the information communicated by the agent. We have a mechanism to track the applicant's journey in LeadSquared Sales + Mobile CRM, clearly seeing the stage of the application form and identifying which pages the candidate has viewed. This gives me a clear picture, helping agents tailor their pitches when conversing with leads. The entire follow-up mechanism is very clear in LeadSquared Sales + Mobile CRM, capturing all activities in the lead activity history.
LeadSquared Sales + Mobile CRM has positively impacted my organization by improving the chaos we had with Google Sheets, where data maintenance was cumbersome. Earlier, we relied on separate columns for daily activities and call attempts, making data analysis challenging. The lack of tracking made it difficult to follow up on leads accurately. After implementing LeadSquared Sales + Mobile CRM, we have seen significant changes in call connectivity ratios and improvements in the conversion from lead to form and from form to fees. The feedback mechanism and training sessions based on call recordings have provided us a solid platform, resulting in tremendous growth in the number of students registering each year.
LeadSquared Sales + Mobile CRM could improve on the integration level, as the process sometimes takes seven to ten days, requiring internal evaluations, order form sharing, and billing issues. Additionally, there are areas where the feature set could be expanded to adapt to new trends, which would reduce the need for extensive integrations. I think the pricing is a sensitive issue, as they charge for various integration and customization work, which can become quite expensive.
Regarding LeadSquared Sales + Mobile CRM's AI capabilities, I find the integration process a bit challenging, but I can confirm that data security remains secure on the cloud.
The mobile CRM interface could be more user-friendly, as it currently lacks many dropdowns or features available in the website version. Additionally, the analytics section, integration speed, and feature enablement are areas needing improvement.
The pricing and setup costs are on the higher side, based on my requirements and business needs. Licensing should be part of the overall implementation cost rather than charged separately for each user.
Customer support for LeadSquared Sales + Mobile CRM is good, allowing connectivity through calls in urgent situations. We raise tickets, which are resolved quickly for small issues, while more complex ones may take longer. The support team is also willing to visit my organization for assistance.
I see a return on investment from LeadSquared Sales + Mobile CRM as we have observed significant improvements over the years. Previously using Google Sheets made it difficult to follow up on leads due to a lack of tracking and nurturing campaigns. With LeadSquared Sales + Mobile CRM implementation, engagement levels and follow-up mechanisms have improved significantly, reducing the need for add-on leads.
The student registrations increase every year by ten to twelve percent, and the call connectivity ratio has consistently improved by fifteen to twenty percent since implementing LeadSquared Sales + Mobile CRM. We utilize various communication channels such as WhatsApp, live bots, SMS, emailers, and web engagement to nourish the lead journey. This has yielded tremendous growth in ROI, streamlining processes and making tracking much easier.
I advise others considering LeadSquared Sales + Mobile CRM to give it a try, as it is user-friendly and easy to access. They can negotiate pricing and customization with LeadSquared Sales + Mobile CRM, which has a significant presence in the EdTech and BFSI sectors. Organizations in these industries should seriously consider trying out LeadSquared Sales + Mobile CRM. I would rate my overall experience with this product as an eight out of ten.
