Zoho CRM Reviews

“Reliable mail”

Pros

The email platform feels solid overall. The interface has come a long way over the past few years and there are plenty of settings to work with. It also supports IMAP and POP3 access which is useful and having two-factor authentication like the bigger email providers is a big plus.

Cons

The interface can still feel too complicated especially in the settings area for both admins and regular users. Early on, the spam filter also had some issues and wasn't very reliable.

“Solid reports”

Pros

Most of my use revolves around tracking leads and estimates before turning them into projects. Beyond the core features, the reporting has been the most valuable part because it gives us a clear big-picture view at a glance.

Cons

I'm not thrilled with the search. The results are organized into categories but they often don't feel very relevant and the category layout means a lot of scrolling to find what I need. Since this is a CRM, I search for names all the time yet Leads and Potentials tend to take over the results.

“Features can be customized”

Pros

It has been really simple to work with especially because its features can be customized to match specific business goals. The interface feels user-friendly, navigation is simple and it works very well as a customer relationship management tool. It helps keep customer records organized at all times, track sales activities, monitor employee attendance, manage leave and handle other important business tasks efficiently.

Cons

The mobile app feels complex and overcrowded which makes it harder to use than the desktop version.

“Fairly standard CRM”

Pros

Getting started with it is pretty simple. It's a fairly standard CRM and once you understand its particular sales flow like Leads to Contacts to Deals and so on, it handles the core job well. The pricing is also hard to argue with.

Cons

Limitations show up more when you stack Zoho against other CRM and marketing automation platforms such as HubSpot, Salesforce or Infusionsoft. It's clearly built with a strong CRM focus which isn't necessarily a bad thing but both I and a client I helped set it up for felt it was missing a lot of the more advanced capabilities those tools do better especially around automation, workflows, reporting and lead conversion.

“Compelling option”

Pros

The setup was not difficult and the integration with other Zoho products through Zoho One makes it a really compelling option. You can begin with CRM and then expand into tools like Zoho Desk for help desk needs, SalesIQ for marketing insights, reporting inside the CRM or through Zoho Analytics, Zoho Books and more.

Cons

Once you start using several Zoho products together, locating information is not always handled consistently across them. That said, they've been improving at a fast pace with every update.

“Impressive functionality in affordable price”

Pros

Getting this much functionality at the price Zoho offers is a big plus. It starts with a free plan and for small businesses that can be more than enough especially with support for up to 3 users. It feels like a full CRM package, with plenty of integrations to connect other tools and help manage, automate and guide customers and relationships through your funnel.

Cons

At times, the platform feels complex and tasks that seem like they should be simple can turn into a hassle. There are also moments when workflows do not run properly so you have to go back through them again. Exports can be hit or miss too and they do not always work the way you expect.

“Annoying interface and forms”

Pros

At first, the appeal was that it seemed to offer everything in one integrated solution. Signing up for the free trial was simple enough but that was really the only part that felt simple.

Cons

The interface and overall user experience are frustrating to deal with. I also have colleagues who use it for forms and whenever I receive one, it's frustrating on my end and ends up making the sender look bad.

“Excellent addition to our company”

Pros

It has been an excellent addition to our company. Customizing fields and tailoring it to fit our account executives' needs is pretty simple. The task calendar reminders are especially important for our team and get used all the time. I'd definitely recommend it.

Cons

A few parts of the system still can't be customized. There are also times when working with support is frustrating because not every representative seems fully familiar with the platform.

“Practical and cost-effective”

Pros

After using it for years, I can say it's a really well-designed and user-friendly customer relationship management platform. It's practical, cost-effective and simple to work with day to day which is why I wouldn't switch to anything else. I'd confidently recommend it to anyone working in sales.

Cons

I really don't have any major complaints. It does take a bit of time to learn all of the features at first but once you get past that learning curve, it's a software you'll likely end up loving.

“Gives us a lot of flexibility”

Pros

It gave us a lot of flexibility and its open API made it possible to create custom integrations with our separate inventory system. That level of customization was especially important because it let us tailor the platform to match our sales process.

Cons

A couple of months after getting started, we were reassigned from our original customer support contact. It wasn't an issue with the software itself but it did slow our implementation down a little.

“Free and satisfying note-taking”

Pros

Best of all, it's free. Beyond that, it's genuinely enjoyable to use. The notebook covers are a nice touch and being able to add my own pictures makes it feel more personal. I also really enjoy the checklist note style since there's something very satisfying about ticking items off.

Cons

I honestly haven't run into anything I can't do with Zoho Notebook and I haven't noticed any missing features either. At this point, there's really nothing I dislike about it.

“Helpful dropdowns throughout”

Pros

Most options come with dropdown menus which makes the software very simple to navigate and use.

Cons

Without proper training, it can be hard to understand what each section is actually referring to.

“Solid sales pipeline”

Pros

The sales pipeline fits our needs well and does the job reliably.

Cons

Some parts of the functionality feel a little awkward to use and the customization options are fairly limited.

“Consistent feel across programs”

Pros

I really appreciate the usability and the consistent feel across the different Zoho platforms and programs. Moving between them feels familiar which makes day-to-day work much more convenient.

Cons

At the same time some customer-requested features feel too rigid. For example it would help to charge interest on overdue accounts, let customers pay more than the invoice amount and keep that extra balance as credit on their account.

“High quality features”

Pros

The support team has been excellent, the interface is well designed and the features feel solid and high quality.

Cons

The only downside is the pricing which feels too expensive for small companies.

“Fragmented setup and unhelpful support”

Pros

At least it's better than having nothing in place and it costs less than Salesforce.

Cons

The whole system feels very siloed and the Zapier connection breaks pretty often. Because everything is split into separate modules, I have to recreate the same email templates in multiple places instead of building one and using it everywhere. A lead also doesn't move automatically or in any simple way into the customer module once they become a customer. When I need to download a user report for an email campaign, I can't just export the full list at once, I have to pull separate sections which wastes a lot of time. And that's only part of the problem. Customer support overseas has been frustrating and not very helpful. I've been sent in circles, had to repeat the same issue multiple times and gotten explanations that made no sense. One time they said an email campaign failed because I used an unsubscribe email link, then later blamed it on having two footers. Completely inconsistent. I ended up wasting two hours between chat and phone support with no real resolution.

“Can access it from any device”

Pros

Having it in the cloud makes it really convenient because I can access it from any device as long as there's an internet connection. It does a solid job of bringing customer relationship tools together in one place, including email, live chat, chatbot features, sales calls, marketing funnels and social media management. The platform is well built overall and integrating it with third-party services has been simple without causing issues.

Cons

There are still a few bugs and glitches that haven't been resolved yet. At times, I'm not even able to log in because the platform keeps throwing a Captcha error. Aside from that, the built-in email templates are hard to edit and don't offer many customization options.

“Delivers a lot for a low price”

Pros

Compared with similar products, it delivers a lot for a much lower price especially when it's used the way it's meant to be. In our case though, the team was hesitant to send communications through Zoho instead of sticking with MS Outlook. That meant we ended up manually copying email content and saving each message so we really weren't taking full advantage of the platform. If your staff fully adopts it or its use is required, it can be a fantastic CRM.

Cons

Reporting fell short. The way the data was broken down didn't feel very user-friendly and the reports weren't especially user-friendly. I've worked with similar tools where the reporting setup was much simpler to navigate and use.

“Paperless reporting powerhouse”

Pros

Stepping into a retail leasing role and using Zoho for the first time, I was genuinely impressed. Being able to use it on the go was probably the biggest advantage especially with mobile access, email integration, report generation and the option to create user-specific reports. Moving from a paper-based filing system to a paperless setup was a huge improvement and honestly, I only wish we had made the switch much earlier.

Cons

There really wasn't anything about the software that I didn't enjoy. From my perspective, it delivered everything I needed and even exceeded expectations.

“Doesn’t disappoint”

Pros

Using it has been a really positive experience. It's simple to work with, the mobile features are very useful and the pricing feels very reasonable for what you get. Compared with other tools we've used, this one has been much better.

Cons

I haven't run into any real issues with this product. It delivers well and I don't think most users will be disappointed. If there's one thing that matters most, it's making sure all your information is entered accurately from the start.