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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.
From a user point of view, I use Freshsales for my day-to-day sales activities, and as a basic system for the sales team, it is very user-friendly. I can assign different sales teams, and even if I don't need them to be in-house, I can manage their activities from anywhere, getting all the data in one platform where they can independently work and keep the updates.
Freshsales is primarily used as a CRM, and I'm using it as a CRM.
I have some experience with Freshsales workflow automation, and I find that it does have an impact, especially with basic workflow automations such as sales campaigns that I have tried, although I am sure that is just the minimal part of the automation. I didn't explore it much because my team members explained to me what the other features are, but as I'm running a small team, I didn't find a use case for a full-fledged automated workflow. I do remember that before I knew about workflow automation, my sales team used to spend a lot of time getting data, especially because we mainly work with campaigns and newsletters. They used to work manually to obtain certain information or eliminate some data. When the team advised about certain automation, it made it very quick to get that information.
Regarding the email tracking feature, I would say it helps with customer engagement. For example, in a massive sales campaign, once it is sent, the next level of engagement can be tracked based on email tracking, such as how many were received or if they were opened multiple times. There are different scenarios where I can plan accordingly, and I can send a second level of campaigns based on the first one's report. I have different options according to my needs.
I see things in Freshsales that could be improved. With the current market trend, I cannot specify anything, but I remember that for email campaigns, more templates could be useful since it depends on the plans for template accessibility. I think I'm using the forest plan; I have to check my records, but it has some limited templates. For example, if you look at Canva, the templates it provides can be more flexible for editing. Other features, such as data entry, could also be enhanced. I need to mention that my salesperson pointed out some things related to contacts, but otherwise, the support feature, especially the chat option and FAQs, is very self-explanatory with many useful elements.
I would give Freshsales something around seven out of ten. Regarding AI features, I never tried those, so I cannot comment on them. However, from my experience, I feel that templates should have more options and customizable template features, especially when it comes to importing images into email templates. There are limitations in that area, and enhancing those editing capabilities would be much more useful.
I have been working with Freshsales for three years now.
Freshsales is stable; I have never had any issues with glitches or bugs.
Freshsales is a scalable solution.
I would rate Freshworks support an eight on a scale from zero to ten.
The installation part and deployment procedure of Freshsales is not complex, but it requires proper training.
I got support from my partner, so with customers, even for a test environment, it's quite straightforward.
Regarding return on investment with Freshsales, it is good if you're really using it. For me, it's the best thing since it keeps my contacts or customer repository in one place and accessible from anywhere. I don't need to keep it in a traditional format, so that is the basic concept of having a system, and it can be shared with the team with role-based access, which are clear advantages. I don't have a specific measure for that, though.
In comparison to other products, I think Freshsales has other leaders in the market, but from a price perspective, it is more affordable than the competition.
Regarding Freshsales' AI capabilities, I haven't experienced them yet, as I'm not using them. Perhaps I have to sit with the team and understand the new features, but right now, if you ask me about that, I cannot give feedback.
I have seen predictive scoring and while not very much, I find it really helpful, but in my personal scenario, I'm not running based on that, although I think the scoring and these things are good.
I would give Freshsales a rating of seven out of ten.
