Zoho CRM Reviews

“Customer-centric company”

Pros

Choosing it made sense for clients who didn't want to spend the extra money on Google Workspace. It does what we need it to do and I appreciate that the company is clearly trying to make the platform accessible to a wide range of users. A lot of the system is customizable and we were able to set it up about 90% the way we wanted. It's also very simple to use and stay organized with.

Cons

I'd like to see better clarity around configuring and understanding the platform's different sections. It feels like they're aiming to mirror Google Workspace in a lot of ways but since I'm more used to how Google Workspace works, Zoho's setup doesn't always feel as user-friendly to me. I'd especially like the email side to be customizable enough to look and function more like Gmail.

“Helpful and knowledgeable support”

Pros

it has been a really positive experience overall. The quickest and most useful support usually comes through the chat team and some of the reps are very knowledgeable and genuinely helpful. Certain issues really do need a phone conversation to sort out though direct calling isn't offered here. They do provide callbacks but that can be inconvenient when the person needing help has already gone out of their way to reach someone. Email support can also drag on for several days before a problem finally gets resolved.

Cons

The platform feels confusing because setting it up and understanding all of its different parts can get pretty complicated. It gives me the impression that it's trying to mirror Google Workspace which I don't actually mind. I'd just prefer more ways to customize the email experience so it looks and functions more like Gmail. I'd also like to see more video tutorials available on the website. Since the system is so broad, it really takes a team with strong expertise to put it in place properly.

“Decent customization and tracking”

Pros

The customizable fields work well enough and the email tracking does the job just fine.

Cons

There's still quite a bit missing overall. It feels like the same tasks could be handled with free software and there's no real way to forward or redirect email directly from Zoho CRM. It also doesn't come across as very team-friendly.

“Smooth integrations across Zoho tools”

Pros

Connecting it with other Zoho apps and third-party software is really simple which makes the whole system work well together.

Cons

Login email has to match across all the Zoho products you want to use. If you're already signed into the CRM with an address like "person@company.com" and then try to access another Zoho app such as ServiceDesk Plus Cloud, it needs to be that same email account to work in the same browser session.

“Simple but dated design”

Pros

Using it is very simple and it doesn't take much effort to figure things out.

Cons

The visual design isn't very appealing and aesthetically it feels quite plain.

“Very user-friendly”

Pros

It feels really user-friendly and the interface is very clean overall.

Cons

I can find the same features I use in other software options that are more affordable.

“basic analytics”

Pros

Having all customer information in one place is really helpful and it keeps everything organized well. The platform is simple to use and simple to understand. It also helps us build forms, landing pages and email templates without much hassle. Since we can track the path users take, putting together a sales funnel becomes much more manageable.

Cons

The reporting and analytics feel quite basic and could offer more depth. Integrations with other tools are also pretty limited which makes it harder to connect everything we use.

“Highly customizable and practical”

Pros

A big plus for us is how much of the platform can be customized. We were able to configure about 90% of it the way we wanted which made it fit our workflow really well. It's also quite simple to use and simple to manage day to day.

Cons

A few important features, at least for the way we use it, still can't be customized. They may seem like small details but they matter a lot to our business and can make the difference between remembering the right information about the person we're talking to or not.

“Great alternative to Google Workspace”

Pros

When clients don't want to pay for Google Workspace, this has been a reliable alternative for me. It handles what I need it to do and I can see they're putting effort into making the platform more accessible for all kinds of users. Overall, I'm happy with what they've built.

Cons

I'd want a simpler setup process and clearer navigation across the different sections because I still lose my way in the platform at times. It also feels like they're aiming to mirror Google Workspace but I'm still much more comfortable using Google's tools. I'd love the email app to be more customizable so it could look and work more like Gmail. More video tutorials would also be really helpful.

“Helps with managing team responsibilities”

Pros

Using it day to day feels very simple. It's convenient for keeping track of leads or enquiries and it also helps a lot with managing team responsibilities.

Cons

The spam filter isn't very accurate so some legitimate leads occasionally end up there.

“Covers everything I need”

Pros

This software covers pretty much everything I need. I can handle all the important parts of my business in one place, including billing, customer management, lead tracking and basically anything else related to running my company.

Cons

Would be nice adding a video calling or video conferencing feature so it would be possible to meet with multiple clients at the same time when needed.

“Smooth attendance regularization process”

Pros

Compared with similar apps, the attendance regularization process feels much more smooth and convenient to use.

Cons

Customer support could still use a bit of improvement.

“Great for managing IT projects”

Pros

It works well for managing IT projects throughout the development cycle especially when it comes to tracking changes and issues. It gives you a convenient central place to keep everything organized within a single system.

Cons

The attachment handling really needs improvement because the upload interface is quite poor. It also seems to work properly only with basic file types like PDFs.

“Obvious choice for mid-sized companies”

Pros

Being an Indian company was a big plus for us and the customization options are quite solid. For our mid-sized business, choosing it felt like an obvious decision. Setting up workflows is simple and the customer support team is consistently available which really makes the platform stand out.

Cons

Compared with other CRM tools, the UI/UX in Zoho is not as simple to understand or as visually polished so that is an area that could definitely be improved. The limit on how much data can be exported at one time is also restrictive and would be better removed.

“Office work feels lighter”

Pros

Once my manager showed me how to use it the right way, I really started enjoying this product and it has genuinely made day-to-day work at the office much easier.

Cons

It did take me some time at first to fully understand how the software works and grasp the overall concept.

“Helpful step-by-step guide”

Pros

It has been the most effective and adaptable CRM I've worked with so far, both at my job and in my own business. I work as an agent in a mid-sized agency and getting it set up for our team was very manageable especially since Zoho provides a helpful step-by-step guide. We've configured features for automating email campaigns for both new and existing leads and for keeping in touch with long-term clients to encourage repeat business. It also connects well with WordPress forms through Elementor API and Zoho Flow, plus platforms like Facebook, Twitter, LinkedIn and Google My Business through Zoho Social. On top of that, it helps us manage leads and clients, create automatic reminders when someone hasn't been contacted in a while and review a full timeline of each contact's activity. The collaboration side is also a big advantage since our whole team can manage contacts in one central place and make sure no opportunity gets missed if someone is unavailable.

Cons

Even though I really value it, there are still a few limitations that could be improved. It would be much better if it offered more graphical user interface customization options. For someone who is very visual, that matters a lot and I doubt I'm the only one who feels that way. You can't even change the fonts. Another frustrating gap is that once a client has been converted, there's no simple built-in way to turn them back into a lead. The only workarounds are to recreate the contact manually as a lead, export multiple clients and re-import them as leads or write and run a Deluge script. That really feels like a feature that should already come standard. Zoho CRM is very powerful but if you don't go into it with a clear plan, it can quickly feel overwhelming and difficult to set up properly for your business.

“All client info in one place”

Pros

Having all our clients organized in one place is honestly impressive. It makes account information and related details very accessible and managing everything feels simple and efficient.

Cons

I really don't have any complaints about it. I've been using it for over two years now and I'm genuinely very satisfied with how it has worked for me.

“Lets me follow customer journey”

Pros

I really enjoy how well it lets me follow the customer journey, track sales and see their level of engagement all in one place. Reaching out is convenient too since I keep all of their contact details stored in the system.

Cons

At times, the page can lag or show an error.

“Excellent infrastructure and experience”

Pros

What really stood out was the infrastructure, it fits the intended use perfectly and delivers an excellent overall experience.

Cons

there's nothing I'd improve. Everything works really well for organizational needs and feels top-notch overall.

“Simple initial setup”

Pros

Right from the start, it felt ready to use. The installation and initial setup were very simple and the step-by-step guide made the whole process simple to follow. One of the best parts is being able to customize it based on what I needed which made it fit my workflow really well.

Cons

Getting the reports set up exactly the way I want can be a little challenging.