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Zoho was founded in 1996 and has become an international force helping companies – both large and small with their CRM. They offer a clean interface, top-notch support and products designed to integrate all aspects of CRM operations, from interacting with your customers to managing internal interactions. Zoho has experienced substantial growth over the last several years. As such, they have dedicated their efforts into developing and improving tools which are superior without becoming unattainable for the smaller and medium sized companies.

 

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The Good

  • Tools
  • Social media
  • Package options
  • Mobile app
  • Webinars

Zoho has a complete suite for small, medium or large companies. Their products are comprehensive and intuitive. They offer a package which gives their clients access to many tools to create a "Customer-Centric" experience. These include:

  • Email marketing
  • Visitor tracking
  • Proactive chat
  • Social media marketing
  • Sales force automation
  • Sales tracking
  • Social selling
  • Sales presentations
  • Customer service management
  • Project management
  • Team collaboration
  • Integration with Google AdWords
  • Advanced CRM analytics
  • Key performance indicators
  • Customer satisfaction surveys
  • Territory management

Zoho has a robust social media presence and maintains profiles on the following social media channels. Their YouTube channel is exceptionally well-done with several how to videos.

  • LinkedIn
  • YouTube
  • Twitter
  • Facebook
  • Pinterest

For those needing full CRM capabilities, the full CRM package makes sense which contains many features including email marketing, social marketing, etc. Additionally, Zoho's CRM package is comprehensive and offers several features including functionality to add live customer service chat to your site. Interestingly enough, they do not offer this functionality on their own site.

For customers looking for an a la carte product, Zoho offers limited access for free, such as for their email marketing program (Zoho Campaigns), each customer is allowed access to all of Zoho's features for no charge. There is a limit to how many emails which they can send a maximum of 12,000 emails to a maximum of 2,000 subscribers. One can upgrade to a full account at any time without signing a contract.

Zoho has a full featured mobile app available for Apple at the App Store, allowing clients to manage their campaigns on the go.

To get the most out of your free (or paid) Zoho Campaigns account, users can register for one of Zoho's free webinars, which are repeated weekly.

The Bad

  • Customer service
  • Website
  • Not compatible with Android

Our reviewers found very little which was negative about Zoho. They did interact with the customer service both online and over the phone and found that the hold times over the phone to speak to a customer service representative and wait times for an email were a bit longer than might be expected, but that the service received when interacting with an agent was good.

Zoho's website can be confusing and sometimes requires a little digging to find the information which you are looking for. The navigation is not straight-forward and to find good information, one must go to the home page and then begin again. And unlike some of Zoho's 'competitors, Zoho offers no live chat feature for immediate customer support.

While Apple users can manage their campaigns via their iPad or iPhone, Android users are not able to do so.

The Bottom Line

Zoho is a great option. Its full-featured suite is concise and easy to use. Their pricing structure is easily accessible for all and their free accounts offer all of their tools, but can be limited (the number of customers or emails sent). Our reviewers are confident in recommending Zoho for small, medium, or large businesses needing assistance with their customer management and engagement.

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