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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 HubSpot CRM is customer management. I use HubSpot CRM to log calls, book calls, and track customer lifecycle stages in events. In addition to logging calls, I mainly use HubSpot CRM to track the churn rate in the system.

HubSpot CRM has mainly been helpful to our internal team to get an overall view of how many events we have for a specific quarter and what exactly the customer health is of a certain category, as we have four different categories of customers in different price ranges.

Since using HubSpot CRM, I have seen improvements in time saved, as we are able to see and analyze our customer health and track everything through HubSpot, giving us a better idea of customer churn and retention. HubSpot CRM's AI actually saves us time by a couple of hours.

The best features HubSpot CRM offers include helping me manage company and contact information, having custom pipelines and stages for my customers, and providing workflow automation, although I do not really use that.

I find myself relying mainly on the dashboards, the AI, and the custom features of HubSpot CRM the most.

When it comes to the accuracy and reliability of HubSpot CRM's AI output, nine times out of ten it gives the right answer, provided the data input into the system is accurate.

While I appreciate HubSpot CRM's features, sometimes it is not able to fetch certain information accurately.

I believe the biggest opportunities for improving HubSpot CRM would be to make it proactive, for example, by structuring data from certain conversations we have from emails and transcripts from our Zoom calls.

HubSpot CRM can be clunky and slow, especially after its newest update, and it lacks certain features such as integration with a Hermes agent, making it not very flexible.

I have been using HubSpot CRM for over four years, as I use it every day and I have also used it in my previous job.

In my experience, HubSpot CRM is very stable, with no downtime or major issues.

I believe HubSpot CRM's scalability is good, as I have not faced any bottlenecking issues so far, and it handles growth or increased workloads easily.

Since the product has been working flawlessly, I have not had any reason to contact customer support for HubSpot CRM.

I would advise others looking into using HubSpot CRM to validate their use case, as it is a very expensive piece of software. Organizations should really consider their use case, organization size, revenue, and revenue cycles before deciding if HubSpot CRM would be a good option for them. I rate HubSpot CRM an eight.