Zoho CRMUsed by 69% Professionals

Zoho CRM Reviews

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4.2

/5

(Alternatives.co rating)
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Zoho CRM is a leading customer relationship management (CRM) system that assists businesses in engaging with customers through the appropriate channels, with the appropriate message, at the appropriate time. It aids in the automation of workflows, campaigns, customer journeys, processes, and much more for increased business profitability.

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G2
4.0
Top Comments by G2
Positive Comments
  • Narendra Kumar K.Assistant Manager SEO
    Review
    5.0

    I am a fan of ZOHO CRM, ZOHO DESK, ZOHO People & ZOHO CLIQ. I have been working on all of the above for 2 years and one thing that makes me happy is the simplicity of using those tools. The biggest challenge I faced back in 2020 during the early stages of COVID, as a Manager I was forced to lead a team online for the first time and communication &tracking are the 2 things that brought down the efficiency of me & my team members. After a lot of research and meeting with higher officials in our Organization, we ended up at ZOHO. Pricing, support & the usability of the ZOHO software help us to utilize the capability of the team even in those tough times and even know we are still using that software even though we are working from the office right now because we found using those tools helping us to deliver the better results as it is reducing the lot of manual work in tracking & communications. Our support team loves the ZOHO desk very much as it is well organized, previously we used to work on direct emails and the biggest thing we missed over there is the loss of proper tracking and also we missed lot of replies which backfired against our support. However, It is well organized as our support team is working with 100% efficiency. The one thing I dislike with ZOHO is ZOHO only - I was fully addicted to ZOHO and whenever a client or person was asking for any recommendation regarding the business growth I am suggesting them to go and check in ZOHO. "It is that good & no one will find a loop hole in it" Don't look for reviews or recommendations to use ZOHO. I made the same mistake and wasted almost 2 months making a decision & get approval from my hierarchy. Just use it and I am sure you will be surprised to see the depth of the ZOHO products. Pricing, support & the usability of the ZOHO software help us to utilize the capability of the team even in those tough times and even know we are still using that software even though we are working from the office right now because we found using those tools helping us to deliver the better results as it is reducing the lot of manual work in tracking & communications. Our support team loves the ZOHO desk very much as it is well organized, previously we used to work on direct emails and the biggest thing we missed over there is loss of proper tracking and also we missed lot of replies which backfired against our support. However, It is well organized as our support team is working with 100% efficiency.

  • Verified User in Logistics and Supply ChainSmall-Business(50 or fewer emp.)
    Review
    5.0

    The extensive list of applications included in Zoho One is the best thing about it. There is at least one application for almost all your business needs in Zoho One suite. In some instances, there are even multiple apps that can fulfill your requirement. Do you need an accounting application? You have Zoho books, invoice, expense, inventory, subscription. You have Zoho CRM to maintain your leads and customers. There are Zoho campaigns and marketing hub for your marketing team. Zoho Analytics for BI and business analytics to make dashboards and reports. The best part is that all these applications come tightly integrated, i.e, you do not have to pass data between these applications manually; it'll all happen automatically in the background. All these come at a meager price. I don't think there is any other suite of applications at this price point; hence, Zoho One is a lifesaver for any start-up starting out. The list of applications can become extremely overwhelming when deciding which one to use for which case. This can become even more daunting since even the Zoho support staff won't be able to tell you fully which one you should use. For example, Both campaigns and marketing hub helps you create marketing campaigns; now, which one should you use? Or Zoho books can manage subscriptions, inventory, invoices, and expenses, but there are separate apps for these needs too, so should you use a particular application of just Zoho Invoice? You can end up in analysis paralysis while deciding which isn't beautiful. The second problem is you might not even need all the applications in the Zoho One suite; now, there is no way you can remove a few applications from the billing. You will have to either buy the entire Zoho One suite or buy the applications you need individually, which will make the overall billing very costly Zoho One gives us a bunch of applications that empower us to run our business smoothly. It has benefited us immensely since we do not have to look and search for other third-party applications for day-to-day activities. Since most of the applications are very easy to implement and run, we do not even need to hire an additional resource to handle the suite, and that's a good save on the expense.

  • Verified User in Computer SoftwareSmall-Business(50 or fewer emp.)
    Review
    2.5

    Zoho CRM is an easy-to-use system that can define your own fields and processes. You need to integrate with other products if you want additional functionality like ERP or bookkeeping. After testing a modern low-code platform in November 2022, I decided to try it. Within just four weeks, I could set up all functionality I have used from Zoho CRM. Additionally, I could add a bookkeeping system for our four legal business units, including overall statistics. Starting the new business year 2023, the new system (Ninox) is up and running. All old data from Zoho CRM has been transferred to the new system. The last year's history is still available. The low-code platform came with nothing pre-defined, but it allowed me to build our new CRM/ERP precisely to our needs. For me, it was the right decision to switch now. But if you want to set up your solution with such a platform, you should know relational data structures and have coding experience. Alternatively, look for a consultant who can support you. Zoho CRM helps you to manage all your prospects, customer, opportunities and tasks. Additionally, you can write your offers, sales orders and invoices. Last but not least, it gives you meaningful statistics on how you are doing. You can create additional fields and tables.

Negative Comments
  • Kurt P.I.T. Director
    Review
    1.0

    Zoho One and its apps are relatively easy to use if you haven't used another CRM or similar app before. We have had a lot of frustration and confusion with users trying to figure out Zoho CRM, and how to make it function like Salesforce. It doesn't, and some things it just can't do. Another good feature is that most of the apps in Zoho connect and can share data. Zoho apps can connect to many external applications if you need to share data outside the Zoho ecosystem. It's possible to use Zapier to connect some Zoho apps to other applications; however, the capability is somewhat limited. They have at least one really great trainer. I took a webinar class to learn CRM and felt that it was one of the best training experiences I've ever had. Too bad all their customer support personell aren't as knowledgable and helpful. My list is far too long, but here are the biggest failures of Zoho. These are reasons why I will not recommend Zoho to friends, colleagues, or acquaintences. In Zoho One, you cannot actually delete a user. The best you can do is deactivate the user account, which is a huge flaw and incomprehensible when considering that Zoho is a business management platform. Why would a company architect an application, which is designed to manage people, and not allow an admin or superuser to delete user accounts? The closest customer service response I've found, in the help forum, was to send an email to customer Zoho service and they would delete the user account. But, if it gets deleted all documents and email history of that user are deleted, as well. By the way, as of 9/2021 this issue in the Zoho customer help forum is over 3 years old. Nothing has been done to fix this and it appears Zoho has no intention to fix it. For those who operate under GDPR and US state data privacy laws, this inability to delete former employee accounts violates parts of those policies. Plus its just really annoying for admins, really bad application architecture, and unacceptable for an enterprise level suite of software. Horrible customer service. Customer support providers frequently send an answer to a question without fully reading and understanding the issue. Responses take too long and are usually a repetition of content from the Zoho help or getting started web page. There are more issues we have but I won't go into too much detail. For example, the false promise of customization that reaches a limit then can go no further. The arbitrary limitation to the number of filters that can be applied to a data set. An obvious policy to limit the number of queries users make and reduce bandwidth consumption. Again, very poor software architecture and implementation. It also shows a lack of commitment to providing adequate hardware to support the user's needs. It's an obvious strategy of Zoho to cut their costs and maximize profit over user needs. As a source of reference and basis for my comments, I have been a software developer for 15+ years. I've worked on multi-user cloud applications, much like the Zoho apps, that serve massive amounts of data and support thousands of concurrent users. The only reasons I can find for the problems we have with Zoho are, poorly designed application architecheture, poor choice of programming language and/or framework used for development, substandard poorly optimized code, and cost cutting measures to maximize profit. I cannot recommend Zoho CRM and Zoho One. You really do get what you pay for. Had it been my choice, I would have stayed with Salesforce, even though it is so expensive. Zoho has poor support, they do not respond to customer's needs to fix limitations in the applications, and admins cannot delete users. If Zoho customer service deletes a user for you, all documents the user created and the email history of that user are deleted, as well. This specific limitation puts a company at risk of violating GDPR and some US state data privacy laws. We are trying to use Zoho One to manage our business operations, which includes CRM, Forms, Project, Meeting, Flow, Campaigns, etc. We are having a hard time realizing the benefits. Most of our experience with Zoho, for nearly two years, has been a frustrating fight against its limitations.

  • Verified User in Information Technology and ServicesSmall-Business(50 or fewer emp.)
    Review
    0.0

    There isn't much that I like about Zoho. I have more complaints than likes, but the simplicity of Zoho compared to other CRM systems is a positive. This CRM is capable of being setup by anybody that has some basic fundamentals of what a CRM is as well as basic knowledge on web-based software. Their support is absolutely horrible. They offer a live chat when you are logged in. When you live chat, you always get the same people over and over again, which makes me think they don't have much of a team. I've been in chat conversations while the agent is chatting with other people and gets my conversation mixed up with another. The chat representatives are slow to respond, don't have much knowledge about the product and have no empowerment to make a change if something is wrong with their system. They sometimes fall asleep at their keyboard and don't respond to the chats. Their entire organization is full of employees that don't care. It is unbelievable at how unorganized the entire Zoho organization is. Nobody can do anything when there are issues. Their application has tons of bugs and when you clearly provide them with the proper information on how to replicate the bug they still spend hours in a remote session clicking on the same buttons over and over again. This is the definition of insanity. If you need support, STAY AWAY. Although they provide free support, which most other companies don't, do not count on the support to be of any quality. I'd rather have NO support than the support that Zoho provides. Administration of the users are a nightmare. Their applications are so fragmented, its like they have 20 different product teams that don't even know the other products exist. Good look keeping track of your employees and what products they have access to, because that's not possible. And if an employee wants to access a product they do not have access to, it asks them to create a new organization portal to try the product. Now you have a bunch of portals from other employees that you cannot manage because they've now created their own organization. If you want to prolong your life, stay FAR AWAY from Zoho. The CRM software helps keep communication centralized in one place. If it is not in Zoho, then it didn't happen! Problems are being solved with Zoho, but not to the extent that I would want them to be. There are other CRM software out there that do a much better job, but may be out of the budget for small businesses.

  • Verified User in Real EstateSmall-Business(50 or fewer emp.)
    Review
    0.5

    The Good: the software is cheap and competitively priced. While it is not the most feature rich CRM or the best developed, you get a good mix of features for the price. Where do I begin? There were so many features that were so buggy, I simply could not use them. Macros, Zoho Docs, Custom Field Mapping are just a few of the features that were so buggy, I had to report them to support. And their support is their biggest, biggest problem. I personally do not care whether their support team is from the US, India or anywhere else in the world. If they are knowledgeable and are easy to communicate with, that is what's important. In the case of Zoho's support, however, they are lacking. Their lack of English mastery makes it difficult to communicate to them complex problems. And when I finally am able to get my point across, they treat you as is you are dumb, to put it simply. Even after I had told them exact what troubleshooting steps I had taken prior to contacting them, they continued to treat me as I had no clue what was going on. Most of the time I had contacted them, it was a problem with no easy solution. It was some back-end issue or some coding issue on their part and this conclusion would take over an hour to reach. Frustrating, to say the least, especially when I had told them in the first 5 min of our conversation. Their entry level support have no idea how to fix the issue, so every time they need to 'contact their developers and get back to me with a solution.' Surprise, surprise, not once they did get back to me. And not one of my issues have been fixed. The worst experience? Today. Their tech support asked for screen share, so I granted it. He then messed around with our settings to the point where he destroyed all of the account #'s we had attached to all of our leads and clients. These account numbers were used for everything. Accounting, follow ups, and so much more. Their tech support has really proven to be incompetent over time. If you need to use it for simple features, go ahead. If you need to really dive into it for its "advanced" features or need to contact tech support, stay away. After today, Zoho's tech support has caused so much damage to our business we will be moving platforms and I will be advising all of our clients to do the same.

GetApp
4.3
Top Comments by GetApp
Positive Comments
  • Ron F.Legal Services
    Review
    5.0

    I am able to manage my sales prospects and contacts in a way that allows me to be effective in the field in a sales rep capacity while not chained to a desk using a full desktop browser version of the site.

  • Arturo R.Veterinary
    Review
    5.0

    My overall experience with ZOHO CRM has been a long one, but in the end I'm glad that I've stuck to ZOHO CRM's program for our sales teams.

  • Jahmone S.Marketing and Advertising
    Review
    5.0

    It is okay. The technicality is a lot but otherwise, its excellent

Negative Comments
  • Jeff G.Information Technology and Services
    Review
    1.0

    We are tired of stuff breaking and having to troubleshoot on our own. We are actively looking for a replacement.

  • Keann P.Health, Wellness and Fitness
    Review
    1.0

    Not good. Lack of training, causing to much time using the program and not utilizing the features properly.

  • Tinashe M.Medical Devices
    Review
    1.0

    I used it because it was the one chosen by my work. Its complex for nothing

Trustradius
4.3
Top Comments by Trustradius
Positive Comments
  • Stephen LallaCEO
    Review
    5.0

    I loved Daylite and hated to leave it as it was great but it didn't have a cloud-based solution and that was paramount to me at the time. I tried about 7 different CRMs and found that most of them had some really great features but each one seemed to be lacking some integration that I needed. And it didn't make sense to have multiple apps in order to do what I needed. And Zoho CRM in conjunction with the full Zoho suite of products served all of my needs.
    I generally tell people because of the various suites of apps that Zoho has to offer, it's a great service as you can grow and expand as you need some of the other modules and they all integrate seamlessly together. And if someone just needs a contact manager for an uber basic contact list, Zoho has an app for that as well that can be upgraded to a more feature rich service later when needed. There is a free trial but my advice to anyone who wishes to truly incorporate Zoho CRM or the full suite of Zoho One into their business to work with a certified Zoho Partner who can customize Zoho CRM so you can onboard yourself and staff much more quickly based on how your currently operate your business.
    Tracks interactions with clients. Allows anyone on your team who you've provided access permissions to the ability to share the same info. A trusted source for your CRM data that you can access from anywhere in the world via your computer, laptop, tablet, or smartphone. Integrates across the board with the full suite of other Zoho products
    Everyone once in a while Zoho CRM will make a features update without advance notification. Ease of converting a Sales Order to a Purchase Order without having to re-input vendor info for each line item. More consistency of names in Zoho CRM and Zoho Books. In Zoho CRM there are quotes, Sales Orders, and Purchase Orders. In Zoho Books there are Estimate, Sales Orders and Purchase Order and Vendor Bills. Would be awesome if a Quote in Zoho CRM would map over to an Estimate in Zoho Books and the same with Purchase Orders in Zoho CRM to map over to PO's in Zoho Books. Have been a longtime user so I started out on the Global edition. There is a US edition which I'm not able to easily migrate over to so some functionality is lost but it's not been enough of a stumbling point to truly turn us away from Zoho.

  • Jon PorrecaProject Administrator
    Review
    5.0

    Zoho CRM was the first and only CRM we've used. It's met our needs from day one and has grown with us as we've grown. We are a Zoho One customer so we do use many more Zoho apps in tandem with Zoho CRM, but never really consider any other CRM products or direct competitors to Zoho CRM.
    Zoho CRM is a must for anyone using the rest of the Zoho CRM platform. Again, it acts as a hub with it's tight integrations with other Zoho apps. Making it the one Zoho app that our project users can log in to each day to see emails, tasks, deal status, etc. As an administrator it's vitally important to optimize how we set-up our Zoho CRM to provide the most useful and beneficial info to our users while requiring them to enter the least about of data. This is where the power of Zoho CRM workflows come in.
    Zoho CRM is very customizable. The out-of-the-box modules are a great start however the system allows you to customize them to better fit internal operations. The integrations with other Zoho apps is crucial to us, and Zoho CRM acts as sort of the hub for our teams project tracking, communication, and task tracking. Most if not all other Zoho apps have a native integration back to Zoho CRM. Reporting features are excellent. Likewise, the ability to create custom "Views" within our modules record also provide us with deeper insights to the critical data stored within Zoho CRM.
    I would say some UI enhancements, although this feature is on it's way with the soon to be released canvas builder. This will allow us to create a homepage view within each module so our users get all the important info they need in a beautifully designed layout to optimize their time spent in Zoho CRM. The integrations with Zoho social, or other social media tools. This may stem from my lack of effort to better utilize this existing feature To be honest I really can't say much is missing from Zoho CRM. One last thing to add is that there are so many functionalities of Zoho CRM that configuring each to optimize our teams success is difficult. It's important to take advantage of the features that best reflect our companies internal processes.

  • Sitanshu MehrotraChief Evangelist
    Review
    5.0

    Zoho CRM offers more at a better price. When coupled with Zoho One suite, it has a lot more features as compared to HubSpot CRM, at a much lower cost. HubSpot CRM is an authority in the domain, but the number of services that Zoho covers is overwhelming. There's no end to what you can do with a single set of data. Freshworks was a simpler CRM to work with, a SaaS on the same path as Zoho but offers lesser tools/services in comparison.
    Zoho CRM is definitely best suited for single-person led organizations or small-to-medium scale organizations. It solves all the CRM needs, and it is really capable to maintain a healthy customer-relationship pipeline. The integration possibilities are brilliant and seemingly endless. My recommendation would be to opt for complete Zoho One as it caters to all the business needs, from creating landing pages, to support desk, managing books, and much more.
    Capability to create and manage leads, track follow-up, and subsequent conversion of leads to contacts using tailored funnels, and macros. We run and mange lead-specific email campaigns through the CRM without using Zoho campaigns(a different Zoho product). The integration is smooth and reliable. Zoho CRM can be integrated with the website, socials channels, and other Zoho and independent SaaS apps. The data management is seamless, utmost reliable. Zoho has a brilliantly integrated gamification solution in the CRM now, and it's really great to manage and motivate the team through the portal.
    Can work on uptime support, the current support acts slow at times. Modular UI but the current UI is also clean, smooth and easy to traverse. It provides all the feature that one can look for, in fact more than that. Nothing major that's missing.

Negative Comments
  • Verified User
    Review
    3.0

    ZoHo was selected for budgetary purposes and while I think it's a perfectly usable and valuable tool, I found Sage and SalesForce easier to use and easier to get new employees acclimated to quicker.
    I think ZoHo is a good, budget friendly CRM that has most of the functionality that any organization would need to effectively add and access data. However, I feel that the report functions aren't that intuitive and that using ZoHo Analytics would require a tutorial that many of us don't have the time for. I'd love to dedicate someone internally to be our CRM Admin, but if we wanted to pay for that we would probably just but Salesforce licenses too. ZoHo works, it's good, the UI could be better and analytics could be easier to compile.
    Pre-Populated reports are easy to access. The hierarchical approach to create a Lead, Account, and Potential are easy ways to classify a client and is easy for reps and managers alike to understand where a particular potential client is in our pipeline. The stage duration and history function is a good tool for our team as we can look at where the majority of our bottlenecks are and then implement solutions to resolve those issues. Creating customized reports is a pretty simple task although understanding what "module" to pull from takes some time to figure out when you first start using Zoho in order to get the data you are looking for.
    I think the entire dashboard and interface could be more aesthetically pleasing. I would like to see Zoho reduce the amount of "clicks" that are required to navigate and edit a potential, specifically when updating close dates, changing the name of the potential, or adding attachments. On the Lead page I think it's great we can put "notes" in there, but I would like to be able to select which notes are carried over when the lead is converted into a potential. Many times I have information that is great for the Lead page or the Account page, but is really nothing more than a basic description of an organization. I don't want those notes in my potential as I want the notes there to be potential specific and not other information. ZoHo could make the analytics easier to figure out. It's not tough - it just takes time to, again, figure out which module to pull from and some reports you run produce no-data even though we know there should be some there - then you have to work backwards to figure out where you added/didn't add something to the report.

  • Marissa HornbuckleDirector of Operations
    Review
    2.5

    In 2011 I oversaw a full office IT integration project for a small religious-based marketing company. They needed a CRM system that integrated with email, accounting, and sales. Unfortunately, after testing the features of Zoho CRM with the QuickBooks and Google Apps for Business, it was not the right fit for this organization. Although, Zoho CRM became a useful tool in helping another client maintain a comprehensive database of clients and leads. They did not need integration with other programs. I have found the Zoho system easy to use and customize to the needs of the organization, such as renaming sections and modifying fields. They currently use Zoho CRM to manage an ever changing database of clients and leads, the reporting features are spot on, and the system is easier to use with every upgrade. Although I have much respect for the Zoho Corporation, as I also use the Invoicing program, I do not believe that they are ideal for companies that deal in big numbers, sales, leads, memberships, and complex accounting. They seem to be more ideally suited for smaller companies that are looking for a great way to handle the basics.
    As it stands, if a small company is looking to handle simple CRM processes, such as client and lead details, this application works just fine. Every update Zoho does allows for more functionality and flow, so it can only improve, and the program is cost effective. If your company needs real time accounting, sales, social, and other data, a more robust CRM is recommended, although the price will increase, sometimes substantially. I did find Zoho CRM useful when transitioning from a poorly maintained CRM to a robust CRM. Importing all the data we needed, and using Zoho to filter through and clean up all the data before exporting out and importing to the new CRM made our lives much easier. Zoho's importing, reporting, and updating features were spot on for what we needed at the time. I would recommend this product to small businesses who either intend to stay that way or to grow over the next few years, they will grow out of this system.
    Customization of all the Fields and Sections. Reporting Functionality. Total Control of the Importing/Updating of Data.
    Creating relationships between fields and sections. Automated workflows are more difficult to configure. Would like to see a more streamlined Gmail integration, as in, sent mail from Zoho goes into Sent mail in Gmail.

  • Elaine FosterCustomer Success Manager
    Review
    3.0

    We use Zoho CRM across our entire organization. This helps us keep track of the majority of our users, their progress through our various funnels, their account types, and various other account features. We are able to pull reports that tell us about our users' progress, how their progress relates to revenue, and much more. It's been very useful.
    Zoho is great for startups as a low-budget CRM. It provides enough developer tools and non-developer-friendly tools, allows important reports to be pulled as spreadsheets of various kinds, and allows you to organize specific views by user type or user progress. However, their support is very slow to respond and it is sometimes difficult to find what you need on user profiles since the modules add up and make the page crowded.
    Zoho does not cost as much as similar CRM products like Salesforce Zoho provides customization for various modules in user profiles, so you can tailor your CRM data fields to suit whatever business needs you have Zoho is relatively easy to understand. It has developer tools and API webhooks for developers to hook up to your site/platform, but it also provides those of us in other departments with easy ways to view information.
    Zoho's modules for user profiles are able to be customized, but the layout applies to all users in the CRM, so you cannot tailor your user layout to a specific account or user types. This causes the pages to become pretty busy pretty quickly. Zoho allows you to export reports as CSV or XLS files, but inserts its own column of Zoho user IDs, so you have to open up these files to edit them and remove that column to use the file for other applications, such as importing a list of email addresses to a ESP Zoho support takes... well, forever. That's probably where the company could use the most improvement. It once took us 5 months to get a response about something. They've definitely made improvements, but it could still use work.

Capterra
4.3
Top Comments by Capterra
Comments
  • Luis H.Partner
    Review
    5.0

    I am a sales consultant and was asked to recommend the best CRM for a group of 3 companies, with around 50 persons each. After an evaluation of 15 initial products, Zoho CRM resulted the most adequate for this companies. The product itself is very easy to use, friendly user and extremely easy to adapt. In terms of price/performance, in my opinion is one of the best against other brands when you have a limited budget. It is basically design for pipeline management, activities tracking as well as customers, also, it has a great mobile client, that said by one of my customers employee, it is even easier to use it than work on the PC. I have been able to use other CRMs like Sales Force, SAP, Siebel as a user in big corporations, and those are great products, but I think that for small and medium size companies, this product is simpler, less expensive and easy to use.
    - Easy to customize: The product is extremely easy to customize, at the point that unless you are going to do something very specialized, you might need external support, otherwise, the ramp up curve is easy and fast. There are different versions to subscribe, the higher the version, the more you can customize. They also let you try the product for a 30 day period and you are able to switch between different versions to compare them. The bottom line is that you will not need to spend extra money. - Language: My customers needed the product in spanish, Zoho allows you to switch between one language and another seamlessly. - Price: There are different versions, that are very affordable, one of the difference against the leaders is that the price up to 5 users might be the reasonable, but above 5 the prices goes really high. In the case of Zoho below 5 is free with its limitations, and then you have a reasonable step up depending on the versions. - Mobile Client: Simply amazing, once you have the product running, literally, every task or query you can do in your desk, you can also do it in your smartphone. The interface is clean, nice, intuitive and easy to use. - Tracking and follow up: One the strongest features I found is the tools to remind you of the follow up of tasks, meeting, calls, etc. You can get advise by email, phone, etc. - Sales methodology and Pipeline review: If your company has a black & white sales methodology, it is very easy to set it up in the CRM, also the way to view the pipeline is very intuitive and visual. It makes very easy to do pipe review and lets you drill into any module with just a click. - Views: You can have the report & the view you need, the product comes with a lost of sample reports but also lets you do your own (The higher the version, the more you can customize) - Workflow for triggering events: This is a great feature where you visually can determine which tasks are needed to execute after one event happens. Amazing feature.
    There are many "add ons" that can be very useful once you have your CRM, by example ZOHO Projects, . My only advise is that from the beginning you have a clear understanding of what your company will be needing as this modules are priced separate from the monthly fee. Depending on the modules, you might end spending more dollars per user on them than on the crm fee.

  • Juliette C.Owner, CEO
    Review
    5.0

    I run a small business and I evaluated many, if not all of the CRM's available to small companies. By far, Zoho offered the greatest functionality, ease of customization and overall value in price. Zoho offers the ability to create mail merge templates - one of my criteria when choosing a CRM - few others if any offer this. Also, I love that I can see when a client or prospect has opened or read an email, right from the application. Reporting features are fantastic too! I was even able to add a Zoho code to my website so now all new leads come directly into Zoho and receive an email immediately from me. Overall, I can now contact my prospects faster and close sales faster. I can manage my clients better with great detail right on their records and my one team member and I can better communicate through the CRM and even assign each other tasks. Although I highly recommend it, I do wish Zoho had live Chat Help. Takes a bit to get a response when you need help. That said, overall, best CRM, best value for small businesses that want to see and understand where their business is related to sales, sales pipeline and customer management.
    Functionality: Mail merges, email templates, customization, reporting
    White the new version has some great new features (seeing when a client opens an email), it is also harder to find the customization modules and I hate that Events I create automatically are marked as closed when the date arrives. Sometimes events do not actually occur, or I have to get to them the next day - I use events to do important tasks. I want to be able to mark it closed. I want to be able to mark any activity closed in a very fast, easy way... just a check, done. Also, wish the activities would show in the calendar, not just events. Wish I could see what my team member sees on her calendar, especially when we share an event. The creating a call function is too cumbersome and too many steps, you have to scroll down, etc. Make it faster, easier... takes too long. Wish there was a faster way to even log a quick call... reminders need to have more options like 1 week out or 2 weeks out, even 1 month out. Really do not like that I cannot see my screen (lists) of prospects or clients at a glance as it only shows a few at a time, you have to go to next page - font is too big, too. Dashboard is not very customizable and doesn't give me the ability to put in the reports I created and want to see... getting help is ridiculous. I have to "chat" - send a message basically, then I have to wait for a response. Need to be able to get answers and help faster.

  • Marc C.Commercial Photographer: Google Street View | Trusted
    Review
    4.0

    Overall, Zoho's CRM is about as robust as I've seen. It has a crazy amount of connectivity with other Zoho apps and integrates really well with G-suite apps too. Of all the CRMs I've tested, and I've tested dozens for at least 4 business models, Zoho seems to be the most flexible and cross-vertical friendly. There's plenty of competition and many that are designed for specific types of businesses, but what I'm finding is that just about any type of business (i.e. project management, online or web-based business, consulting, marketing, photography, etc) it can be customised to fit very well. You do have to be ready to put the time to set up your business though and that's true for any CRM. Yes, maybe some are a bit easier and faster, but if you're like me and like to bolt on new services, you'll appreciate that Zoho is likely going to still work for you, meaning less time having to start all over again.
    So here are the things you have to remember when choosing Zoho. Go for Zoho One! It's worth it to get all the other apps for the difference in cost. Chances are, you'll spend a lot less by staying with Zoho and dumping all the other API'd apps that Zoho can already handle. Another thing that you have to be aware of is that their service and support can be excellent, but that depends on the rep you get at the other end of the line. My advice is to be very thorough in explaining your request and don't let them start solving issues until you know for sure they really understand what you want. Another issue is that they don't support on weekends. For many that may not be an issue, but when you live and work in a time zone or business area that needs that, time to solve issues and not get in the way of daily work, that may matter to you. But overall, I can say that from the time I started using Zoho's suite, their customer support has improved vastly! You will also find you have the need to figure out some workarounds on issues that are core to your business. Sometimes things can be customised, but not always. For example, it's a pain to have it set up for people or contacts who are associated with multiple businesses, something that's rather common in my space. Again, if you get the right technical help, you can solve issues like these. Their documentation and help videos are just OK at best. I find them very confusing and too technical at times, and I'm a pretty technical person, so once again, this means you'll be depending on their support team and you'll want to be ultra clear on what you want to accomplish.

  • Verified Reviewer
    Review
    4.0

    Inherited Zoho Service Desk CRM for help desk tickets. If you're considering Zoho CRM because the price is right, make sure you have clear and precise department directories, support categories, clear SLAs, spelled out escalation points, and strategic auto-repliers and boiler plate email templates ready. If you don't have these already pre-established sit down with staff and discuss it first. You'll be much more successful cut and pasting these into a blank system than to muddle along. At first this system was just a email inbox with useless reporting and we couldn't keep track of progress. Overtime, with tough changes we were able to modify the system to handle tickets better (between maintenance tickets, auto generated tickets, and support requests) for more accurate department reporting of urgent issues, projects, and regular requests by category.
    - Great ticketing / response help desk solution that's free for small IT teams - Great automation for creating special filters, automation rules, and auto replies for anything that comes across your support@ address. - Great CRM tracking for monitoring customer responses, reporting tools, SLA alerting when nearing SLA deadlines, agent tracking KPI metrics, and ticket history tracking. - Great solutions archive and knowledge base which can be added to via the ticket itself - Great notification options including (email alerts, webhook integrations, and SMS text messaging.) - Nice tools for scheduling routine maintenance tasks which appear as tickets and count towards technician KPIs (as tickets). - Very secure portal, customer portal, 2 FA authentication options, and easy to manage UI
    - Takes some time to initially setup, defaults often aren't helpful. - Hard to understand webhook integration instructions, uncertain if two-way functionality is available for a Slack integration (if so, it'll be manual). - Need to watch for mail fetching often! If you aren't getting tickets after 6 hours, mail fetching is turned off and needs to manually be reset. No polling service, or automated mail fetching ping service so you need to make sure when doing exchange maintenance to remember to start this service when stopped.

  • Craig M.Cosultant
    Review
    5.0

    Zoho One provides a complete operating system for business. Where I have noted cons in this review I would note that Zoho One bringing everything together cohesively is far better at saving time than any frustrations it may cause.
    At the time (ten years ago), I found Zoho easier to use and customize. I had gone through a huge integration project with my Quicken system to make it work with Quickbooks. It was not as responsive as I had hoped. This was early days for people moving to the cloud. I wanted our system to be in the cloud because of how mobile our people were. Aside: Quicken is no longer owned by Intuit.
    One system that provides extensive capabilities. Zoho CRM plugs into the more than 50 other Zoho Apps with a single Zoho One license. Instant integration (as instant as it possibly can be). No more cobbling together system after system. I have all of the following in use from Zoho: CRM, spreadsheets, documents, file storage, security, marketing, social media, HR Management, accounting package, email, surveys, signatures, project management, notes, appointment management, presentations, webinars, online meetings, web hosting and design, online chat for web site, mobile expense capture, business analytics. I have used much more, that's just what I use on a day to day basis. These are the applications of business today. Nothing much out of the ordinary but if you are using anything else other than Zoho, you probably have a patchwork of applications to navigate.
    Bleeding edge software development comes at a cost. Zoho brings out releases fast and often so sometimes there are annoying things that happen. This does not consume a large portion of my time but if you need consistency and 100% predictability then Zoho is probably not for you. If you are okay with 99% predictability Zoho is a good option. An example is the design of the Contact view in Zoho being changed recently without notice. If you are like me then you go with it. Some people who need things to be the same day in and day out can be rattled or frustrated by something like this.

  • Thamara P.Gerente de desarrollo de aplicaciones y servicio al cliente
    Review
    4.0

    Zoho has allowed us to optimize our pre-sales and sales efforts. Taking into account, the versatility of the tool to close opportunities. Additionally, we have incorporated the service delivery process using the project module for this procedure. I estimate to be using the rest of the modules of the tool, starting with emailing marketing
    1061/5000 Zoho CRM is the best CRM on the market for the needs of customizing a tool. From Zoho CRM you can integrate all the elements for interaction with customers or future customers. Zoho is the only tool from my experience that allows to create, through a simple algorithm and conditions, the workflow of an area. Start with a client, potential clients and opportunities. From there the flow continues according to what the company has defined. From this tool you can cover the initiatives oriented to prospects and clients: marketing, activation project, indicators, social network management, customer service, emailing marketing, inventory, human resources management, among other features. It is one of the tools that allows to start its use from the interaction of webinar It really allows to integrate the modules according to the company's need. Even. Important that prestigious organizations use this tool to manage customer requirements
    Points that could be improved from this excellent CRM tool, is to include tutorial guides, as well as include a base configuration of a CRM, that is, show an initial configuration of the use of the tool. Taking into account, simple modules to implement the tool in any organization: social networks management or emaling, capture the prospect, add opportunities, billing management, customer registration. Allow to have a Zoho advisor to implement the tool. More for the questions that may arise. Taking into account, being able to add your workflow is one of the best features of this tool, however, it would be of added value to have examples within the same tool. Allow user to do exercises of this workflow, and with this it would be easier to implement customization

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  • benjaminwillis28
    Review
    5.0

    I have been using for my sales practices. It has a clean design and ease of use. Integration opportunities are also available in the row.