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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 automations and email campaigns. By automations, I mean lead nurture campaigns. For instance, when I work with LeadSquared, I create campaigns for B2C users. Whenever a B2C user lands on a website, I capture their details when they sign up. Based on their actions, steps taken on the website, and how they have interacted with the product, I capture the events and send them into different nurture campaigns. These nurture campaigns include email campaigns and sales-led campaigns as well, such as assigning newly created leads to the sales team so they can follow up and convert them into paid subscribers.
The second use case is for email automation, where I utilized the campaign module, particularly the email campaign module, extensively for one-time and automated communication. It is quite easy to create email templates with a drag-and-drop option, using different placeholders for personalization. For example, for a promo coming up, I had a 14-day cadence for that promo, where I sent email campaign announcements and promo announcement emails. Depending on whether the user interacted with the email or replied, I forwarded them to different nurture campaigns, either sales-led or organic campaigns, all handled through LeadSquared email automations.
Another thing I used LeadSquared for is LeadSquared apps. Every CRM has its own integrations and third-party applications for seamless integration. I integrated LeadSquared with several apps such as Zapier to ensure good communication across third-party integrations. Zapier was especially useful for integrating tools that did not have native integrations. I also used webhooks to ensure that data and events I captured—such as the creation of new leads or lead qualification, status changes for leads—were updated in real-time in my system. This helped different platforms synchronize without manual updates. Operationally, I typically integrated the CRM with internal systems, synchronized my marketing platform, triggered notifications, and app notifications for different use cases of paid users. Whenever I required real-time communication and flexible API-based integrations, I extensively used webhooks.
With LeadSquared, I was dealing with a B2C SMB operation catering to a niche audience, where retention is crucial. By building out automations, I was able to create cancellation and refund triggers, ensuring I retain users canceling for unknown reasons. Previously, I could not assist or address concerns before cancellations due to the lack of insights into user dissatisfaction. I designed automations for refunds and cancellations based on user engagement and identifying users at risk of churn. My closed conversion rate increased from 14% to approximately 27% through these efforts, which I initially tested before broader implementation.
The best features of LeadSquared, and its biggest strength, is how everything works together. Every feature is good; email campaigns and marketing automations are tailor-made features particularly useful for SMB organizations. When managing a large volume of B2C, it is essential that campaigns and automations remain simple, avoiding complications. Knowledge transfer is straightforward, being a see-and-tell transformation rather than requiring cumbersome documentation for minor changes. Ease of access stands out, especially in terms of creating email campaigns. Even a non-experienced individual, such as a tech person, can create visually appealing emails thanks to the drag-and-drop and other creative opportunities provided by LeadSquared.
The ROI was multiple-fold. I leveled up with my initial LeadSquared investment within months thanks to new nurture and lead automation campaigns driving conversions. I previously required three team members for tasks but streamlined that to one individual, yielding significant ROI as my retention and cancellation rates improved from 12% to 27%.
Overall, LeadSquared is a solid platform, but there are things that could improve. The UI feels a bit dated in some modules, particularly in advanced reporting, which requires some learning. Introducing more versatile features for advanced learning is necessary. Managing large automation workflows can become complex without proper documentation, leading to confusion among leads, opportunities, and accounts. The same user can fall into multiple categories. For complex automations and nurture campaigns, maintaining certain documentation by the CRM handler is essential despite the drawbacks, as flexibility and automation capabilities outweigh these issues.
While using LeadSquared, I was not utilizing many AI capabilities since the landscape was still developing at that time. LeadSquared's recent advances focus on improving sales and service workflows rather than being a general-purpose AI assistant. It shows productivity improvements through automating conversations and prioritizing leads, but it still requires enhancements in predictive analysis and custom AI workflows. Governance is one of its strengths, especially for regulated industries. I have relied on role-based controls, API access controls, and audit logs, reinforcing the platform's design with governance in mind. Security measures are also robust, including ISO certifications, which influenced my choice of LeadSquared as a CRM.
I used LeadSquared for around a year during my tenure at Thinkster Math, working as a customer success manager for acquisition and sales. I took care of company-wide LeadSquared CRM, which included creating all the automations, user flows, and nurture campaigns.
LeadSquared is generally stable, with minimal downtime compared to other platforms.
It proves quite scalable, especially with API and integrations, but I remain cautious about its performance in extensive B2B clientele usage.
Customer support is good, available via chat with scheduling options and responsiveness. I rate customer support an eight.
Before LeadSquared, I used Salesforce. The switch stemmed from moving to a different organization, leading to a need for a CRM suitable for a different audience and workflow.
I did not evaluate many options since I had a recommendation for LeadSquared from a colleague, making it my first CRM choice.
The ROI was multiple-fold. I leveled up with my initial LeadSquared investment within months thanks to new nurture and lead automation campaigns driving conversions. I previously required three team members for tasks but streamlined that to one individual, yielding significant ROI as my retention and cancellation rates improved from 12% to 27%.
Regarding pricing, it is quite favorable for companies targeting B2C and B2B and SMBs. LeadSquared provides significant ROI in tight budget scenarios as it balances functionality with ease of use. The cost is decent compared to competitors, offering essential features without overwhelming users with unnecessary options.
My advice is to ensure transparent categorization of leads before creating automations, as the success of LeadSquared hinges on clarity in lead categorization. Being clear about categorizing leads simplifies the process.
Overall, LeadSquared strikes a good balance between functionality and usability. Its automation capabilities remain a significant differentiator, with AI features evolving to enhance sales and productivity. I encourage not to stress over potential difficulties, as segmentation and personalization challenges can be efficiently managed. The tool is structured to answer your inquiries if you know how to ask, making it effective for lead management and efficiency despite a few drawbacks regarding reporting and UI. I recommend this tool to anyone looking to scale their operations in B2C or B2B outreach. I rate this product a seven overall.
