Zoho CRM Reviews: 4.1/5 — Solid Choice

It is better in pricing compared to others in the market

Unfortunately I cannot recommend Zoho at all. I signed up and wanted to use the mail function, I was only able to send emails out, but could not receive any mails. I tested it myself by sending me emails to the Zoho account, all I received were delivery mistake replies. Tried to get hold of customer service via phone, nobody answered. I was asked to leave a voice mail, nobody called back. Also tried sending an email and no response. I wasted a lot of hours with this website, very happy to delete my account and switch to a competitor

Language learning software. Could not gain any benefits from this, only wasted multiple hours to conclude I will not use this

When its working its great and I love it

Tech support when we have an issue is very slow and poor and they call back service doesn't work. They promised to call me in 30 mins and never called at all.

I cant comment the moment cause I'm so upset and desperate for tech support

After using the trial for a day or so, it has alot of nice features for the price. However, that may not be enough to use it.

5yr + Infusionsoft customer and I wanted to check out more options as I may (or may not) get more with my money using Zoho. After spending a ton of time sifting through your scattered bits and pieces of what you can offer and calling a phone number, we get a man in another country that keep's placing us on hold to connect us to sales. HELLO we called the number that said sales, why are we being connected to a tech specialist? Strike 1 as it seems your infrastructure is as cluttered as your website. We request to be called back because the man on the other end can't get in touch with someone. After more digging around on your website, we register for a few trials and now want to know a TOTAL COST for products we would need. Captain obvious says we should see this all on one page - nope! Everything is scattered about and we can't find anything that lists a PACKAGE price. Everything on your website is a complete mess and confusing. Nothing is orderly and is definitely not created with customer friendliness intentions. It looks like a software developer decided on the appearance. Strike 2 as now you're wasting our time. We call another number that CLEARLY says if you are ready to purchase call this number, we call and low and behold another tech man in another country. He puts us on hold a few times looking for a sales specialist to help us. HELLO! It says the number we called was to SALES, hell you're own voice messaging menu said press 1 for the Sales CRM, why are we getting tech support? Something is clearly wrong. After finally speaking to someone that can help us, we get a call back about 40 minutes later from some other sales specialist. Once we told him we were already in contact with someone, he hung up the phone on us!!!! Strike 3! You're OUT! You just can't make this stuff up folks! How on earth are you people in business? What do your customers do when they need to contact billing ? Call your IT department??? Clearly, you have issues with how you route or how you handle your calls. I could only imagine if this was the sales process how you guy's handle support. Frightening...

CRM, Email marketing, ecommerce

the product was a descent project management and crm tool

The customer service is terrible. I found the product to not be a good fit for our company and have been trying to cancel the service for the last 5 months. I tried every account setting I could find. There are no cancel options. I emailed zoho countless times mostly with no replies. I called a doze times. I finally received an email asking me to confirm my cancellation request. Which I did. A month later I got billed again. I am now filling a dispute with my credit card company.

We needed a google integrated project management tool

Regardless how good the CRM is, it's only as good as the support behind it. When I call there, i'm immediately forwarded to a call centre in India. One thing that I will note is that when you're learning, creating and implementing a new system, a language barrier is horrendous. I tried and tried to get someone on the phone with a good command of the english language and finally, after 3 weeks, I get one guy thats stationed in the US and he was dry, had no personality and without any sense of customer service. He was unwilling to do anything except identify himself as my "account manager" who's primary responsibility was sales. He also explained that he does not do billing, support or ongoing communication, what kind of account manager is that? Anyway, I eventually decided to use salesforce regardless of price. I won't fight to give my business to someone...

Very poor, outsourced customer service. If you only communicate in english, not the company for you...

CRM, AR, AP, Automation etc.

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.

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.

Easy to set up & run - BUT lacks the MAJOR ability to schedule a future phone call to a potential customer. For a mobile sales person this is an absolute MUST!

Inability to schedule follow up calls in the future. How can a CRM lack this. There is a work around; however after using Base CRM I just could not bother; too cumbersome. I am going back to base.

Unfortunately my major use is scheduling contact with my customer base; this is the most basic requirement. Looking at the forums it appears that Zoho have been ignoring this for OVER 3 years! I spent 3 hours to find I could Not do the most fundament chore associated with my role!

A little while back, I was helping a friend select technology to manage CRM and other basic functions of his small business. I stumbled upon Zoho while doing some research and elected to give it a shot. It unfortunately was a fairly substandard experience. The tool itself was less than intuitive to use for even basic tasks and the overall design of the tool looks terrible in my opinion. It certainly gets the job done, if you can wrap your head around some of the workflows in the tool, but it was certainly difficult to do.

I found the tool just a bit harder to use then other products on the market and though it's free it's not a scalable solution long term for many companies looking to expand.

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