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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 LeadSquared is building automations and development of new processes.
We received data from our backend website and posted those details while keeping track of all the prospects' journey in LeadSquared.
We have worked on building an automation for posting of data to a dialer platform for automated calling process and receiving the details of the post-call status in the lead details and updating it on different levels.
The best feature that LeadSquared offers is Universal Data Sync that allows you to call any API, any third-party API within the platform on any of the trigger points. There could be different triggers like updation of a record or any activity performed on that record.
Universal Data Sync has helped me in posting the details of a record to a different software, and it was very quick and very reliable.
The automation development process is very easy with drag and drop options available, and anyone can easily develop automations with the multi if-else and if-else cards.
LeadSquared has helped my organization to reach out to the prospects in lesser time, and the data maintenance is 100% correct and reliable. All the information stays safe in the CRM.
I have seen better outcomes of the reactivation process, where we moved the prospects' details from the sales representative accounts and assigned them in a common pool and conducted reactivation on those records. That has helped in increasing the conversion, with the overall numbers including 15% of the reactivation bucket.
The API structure of LeadSquared is very open. Open documentation is available on the web, and anyone can use those API links.
The report feature of LeadSquared needs to improve. It takes a lot of time to fetch data from the backend, and the automation reports need to be improved.
The security keys and access keys can be improved.
Overall, LeadSquared is a great platform, and there are just some improvements that can be done.
I have been using LeadSquared for 4.5 years.
LeadSquared is stable.
LeadSquared's scalability is good. If your account is on a public server, then there could be some challenges that you can face, but 95% of the time the system is scalable. If you are working on a private cloud, then that is the best thing LeadSquared offers. It comes at a higher cost, but it is very smooth.
Customer support is great. They try to solve the problems as soon as possible and explain the new features. They provide an account manager in addition to customer support that helps to build new automations or different processes or new integrations.
I have worked on LeadSquared only for the past 4.5 years. Recently, we switched to Salesforce, and I have been working on the Salesforce platform for the last three months. I can say it is very complex as compared to LeadSquared, which was very easy.
My experience with pricing, setup cost, and licensing was good. The sales team and pre-sales team are very helpful and they guide our team very easily. Pricing depends on the account size, and the setup cost was quite minimal and it was a reasonable charge for the setup that they have done.
We purchased LeadSquared directly from LeadSquared organization, not through the AWS Marketplace.
It helped in increasing the conversions of the sales.
Pricing depends on the account size, and the setup cost was quite minimal and it was a reasonable charge for the setup that they have done. The licenses cost is also very less as compared to other CRM platforms.
We evaluated HubSpot and Zoho before choosing LeadSquared.
My advice to others looking into using LeadSquared is that it is easy to use and the development can be done very quickly. There are no complexities. If you have basic knowledge of CRM system and your logics are correct, it can be very helpful in increasing your conversions and keeping track of all your prospects. I rate LeadSquared an eight.
