Zoho CRM Reviews

“Reliable remote access”

Pros

Most of our team uses this for remote access and it's been very simple to work with. Our end users hardly ever run into issues or send complaints which says a lot about how usable it is.

Cons

Every now and then, it feels a bit complex during use. There are also times when reinstalling it is necessary to get it running at its best again.

“Incredible case management”

Pros

Case management works really well here, the interface is very user-friendly and tracking transactions is excellent.

Cons

The graphical dashboard could be better and customer support isn't very strong. Other than those points, everything else has been excellent.

“Disconnected modules and no support”

Pros

It costs less than Salesforce although that's not saying much.

Cons

Right away, the biggest problem is how poorly the modules work together. They don't communicate properly and when questions come up, support is basically nonexistent. Features that feel standard in other platforms just aren't available here. The email module and template builder are especially frustrating to use and Mailchimp is much better when it comes to creating emails. Zoho Social also keeps losing its connection to social channels and Zoho Analytics doesn't reliably connect with some modules for reporting either.

“Most budget-friendly option for us”

Pros

After trying Hubspot, ActiveCampaign and Cloze, this turned out to be the most budget-friendly option for us. The other platforms became expensive as our contact list grew, while Zoho stayed affordable and still handled everything we were doing in those other CRMs.

Cons

The weakest part for us has been customer support. Responses tend to come slowly and a lot of the time the team hasn't been able to resolve our issues so we've ended up figuring out many things on our own.

“Really useful features”

Pros

It comes with a lot of really useful features and the overall system is simple to use.

Cons

Software seems to be built more for B2C companies, while our business operates in a B2B environment so that created some limitations on our side.

“Much better after the update”

Pros

After using this as our service desk system for more than two years, I've seen a big improvement. We started out on the older build and back then it was quite buggy and came with a lot of limitations. One frustrating example was having to recreate an entire ticket whenever a new category needed to be added which was definitely a hassle. Since an update some time ago, that issue has been fixed and the system works far better now. The visual redesign has also been a really nice improvement.

Cons

Honestly, I don't really have any major complaints. We use both the on-premise version and the cloud-based version of the software and the cloud option does seem to perform better overall. It also feels more current and tends to be less buggy.

“Appealing design”

Pros

The interface is definitely the part I enjoy most about Zoho. It looks clean and appealing although the overall user experience could still be refined.

Cons

The user experience still has room for improvement.

“Offers a wide variety of modules”

Pros

It comes packed with features that help us manage our business processes more effectively. It offers a wide variety of modules, including contact management, vendor management, sales management, billing and lead management and they are all quite practical and user-friendly. It also provides large-scale statistical data for analysis which helps us make better business decisions.

Cons

The overall user experience could be more user-friendly because the platform includes so many functions that it can become confusing and overwhelming during use. A lot of the workflows and module-related processes should be shortened since too many steps are involved in managing tasks and navigating the system.

“All-in-one connected ecosystem”

Pros

If you need a place where absolutely everything fits and you can build out any part of your business in a connected, integrated way, that's exactly what it offers. It already has pretty much any app you might need within its own ecosystem.

Cons

To really get 100% out of it, don't expect instant results. You need to think through your workflows, tasks and processes carefully and it also helps to work with a partner you trust. If you move quickly and stay involved, you'll see things improve a lot.

“Lead tracking that keeps me organized”

Pros

It does a solid job of keeping my accounts organized and staying on top of new leads is much easier with it.

Cons

Customer support is frustrating because instead of actually helping set things up, they just send instructions. I do not have time to deal with that myself.

“Poor support and missing training”

Pros

It's a large program with plenty of features and there's clearly a lot it can do. To really make use of those capabilities, proper training is necessary and that was something we genuinely needed. Unfortunately, the company never provided the training required to help us use it effectively.

Cons

Support wasn't good which made things even more frustrating. It's also a very large program so it really works best when all of its features are used together.

“Makes communication convenient”

Pros

It works really well for businesses and office teams especially in our daily routine where we need to call people, keep students secure and constantly update their status. Each employee can be assigned a specific set of leads to handle which keeps the work organized. We're also able to separate hot leads from cold ones, then track and record each student's status along with their personal details based on that. Another helpful part is the reminder system for students who are not responding. If a lead keeps ignoring follow-ups, we can send a request straight to the internal follow-up team from within Zoho CRM. It also makes communication much more convenient. When we want to send a WhatsApp message or an email to a specific student, there's no need to save their number on our phones. We just use the WhatsApp desktop app and inside Zoho CRM there's a direct option with a WhatsApp icon that lets us message them right away. The same goes for email, there's a mail option in the system and with one click we can send an email directly to the student we need to contact.

Cons

I don't have any major complaints about Zoho CRM. If an issue comes up, we have to submit a ticket to the business support team and they usually respond as quickly as they can. The only downside is that while waiting for support some parts of our daily workflow can get delayed. Also, every now and then the platform can be a bit confusing with tasks that should feel simple such as setting up reminders.

“Variety of features”

Pros

Getting started with it was quick and using it feels simple. It comes with a variety of features, the tracking tools are simple to locate and the synchronization with other Zoho apps works really well.

Cons

The free version is quite restricted and the lower-cost package also leaves out a lot of useful features. The AI functionality doesn't add much value and customer support has been very disappointing.

“Solid value for customer tracking”

Pros

At this price point, it covers most of the interactions we have with prospects and customers which makes it a strong value.

Cons

The automation tools feel somewhat limited and aren't as fully developed as what you get in some other programs.

“Saves me a lot of time”

Pros

It has become a really powerful tool in my daily work. It saves me a lot of time, helps me keep my projects manageable and lets me build a solid database while handling contact management at the same time.

Cons

At this point, I really don't have any complaints because I use it all the time and feel productive whenever I'm working with it.

“Helpful for task management”

Pros

It has been an amazing tool for keeping my CRM organized and moving in the right direction. It's especially helpful for managing tasks and projects and the interface is simple to work with. I've had a really positive experience with it and plan to keep using this software.

Cons

The part I'm least happy with is the pricing although overall I still think it's a worthwhile product.

“Accurate transaction tracking”

Pros

Task automation works really well, transaction tracking is highly accurate and the customer management features are excellent.

Cons

The graphical dashboard could be better, the support service isn't up to the mark and the current pricing tier doesn't feel justified for the business model.

“value-packed CRM”

Pros

Across Zoho's product lineup, the CRM stands out as the strongest option and delivers excellent value. One thing I really appreciate is that you can use it without paying if you don't need the advanced features. I actually began with the free version and later upgraded to the premium plan simply because the software proved to be that good. Beyond being a solid CRM, it also manages email marketing and automation very well. There are plenty of built-in modules too which make it easy to connect with popular third-party services. All in all, I honestly don't think a company would regret investing in this tool.

Cons

It already comes packed with plenty of useful features but the ZIA voice assistant still feels underdeveloped. If the team improves that part of the platform, Zoho CRM would be nearly impossible to beat.

“Fantastic free version”

Pros

The free version was a pleasant surprise. It's simple, covers the core things you need from a CRM and the team behind it is helpful and usually responds and communicates pretty quickly.

Cons

Compared with Dynamics 365 or HubSpot, it does a lot less. I was expecting a broader feature set than what's currently included.

“Flexible setup and customization”

Pros

Getting started with the application was simple and I was able to adjust it to fit both my workflow and my business needs without much trouble.

Cons

At the moment, I haven't run into anything I dislike.