Zoho CRM Plus Reviews & Pricing

by Zoho Corporation | Founded 2005, Austin, TX

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Categories:

Customer Experience Software
Voice of the Customer Software
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What is Zoho CRM Plus?

Industry Specialties: Serves all industries

Zoho CRM Plus is a unified engagement platform that assists businesses with creating and delivering personalized interactions across all stages of a customer’s life cycle. It primarily caters to customer-facing teams. Along with Zoho CRM’s sales and marketing automation capabilities, it offers modules like visitor tracking, help desk, project collaboration, social media management, customer surveys and an AI-powered live chat assistant Zia.

Access to a holistic customer view in a centralized location enables sales, marketing and support personnel to act contextually, manage conversations and stay notified in real time. It also comes with the Zoho CRM Enterprise edition.

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#2

Zoho CRM Plus is ranked #2 on the top 10 Customer Experience Software leaderboard based on a comprehensive analysis performed by SelectHub research analysts. Compare the leaders with our In-Depth Report.

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Zoho CRM Plus Pricing

Based on our most recent analysis, Zoho CRM Plus pricing starts at $14 (Per User, Monthly).

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Price: $
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Starting From: $14
Pricing Model: Per User, Monthly
Free Trial: Yes, Request for Free

Training Resources

Zoho CRM Plus is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Zoho CRM Plus:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Zoho CRM Plus Benefits and Insights

Why use Zoho CRM Plus?

Key differentiators & advantages of Zoho CRM Plus

Boost Productivity: Optimize day-to-day business processes across all departments via tools like task management, time tracking and visual reports.
Unified interface: Bring together capabilities like live chat, customer support, marketing automation and project management in a centralized location.
Speedy Implementation: Large enterprises can avail of consulting and professional services to map out business-specific implementation needs.
Build a Custom System: Choose from almost 450 extensions and add-ons from the marketplace. Drag and drop modules based on business requirements. Extend capabilities through extensive APIs and mobile and web SDKs.
Deliver Instant Assistance: Provide website visitors with what they are looking for with Google AdWords and live chat.
Foster Healthy Competition: Motivate teams through gamification. Create games on custom KPIs. Award trophies and badges to winners of every contest. Display trophies and points won via achievements panels.
Personalize Sales Pitches: Sales reps can make relevant pitches by viewing which ads customers clicked or keywords they searched.
Quickly Find Relevant Emails: Reduce time spent sifting through messages to find a specific email. Organize all incoming messages based on priorities with intelligent segmentation. Categorize emails according to deal stages like prospecting, qualification, proposal and closing.
Create Effective Campaigns: Design and send creative, relevant messages through A/B testing, email automation and pre-designed templates.
Establish a Strong Social Media Presence: Interact with customers on Facebook, Twitter, Instagram and LinkedIn. Turn social media channels into a listening engine through a monitoring dashboard.
Access Built-in Reports: Provides more than 100 pre-installed, customizable reports and dashboards.
Resolve Issues Quickly: Close the loop effectively on customers’ preferred channel. Users can find answers themselves through a knowledge base. Use Zia to gain customer insights.

Industry Expertise

Caters to businesses of all sizes, particularly customer-facing endeavors like hospitality and media.

Synopsis of User Ratings and Reviews

Based on an aggregate of Zoho CRM Plus reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Easy to Use: Zoho CRM Plus has a user-friendly interface that makes it simple for businesses to manage their customer relationships without a steep learning curve. The platform's intuitive design and navigation allow users to quickly find the information they need and complete tasks efficiently.
Affordable: Zoho CRM Plus offers competitive pricing plans that cater to businesses of all sizes. The platform's cost-effectiveness makes it an attractive option for small and medium-sized businesses looking for a comprehensive CRM solution without breaking the bank.
Feature-Rich: Zoho CRM Plus provides a wide range of features that cover various aspects of customer relationship management, including sales force automation, marketing automation, customer support, and inventory management. This comprehensive suite of tools allows businesses to streamline their operations and improve efficiency.
Reliable: Zoho CRM Plus is a reliable platform that offers high uptime and data security. Businesses can trust that their customer data is safe and accessible when they need it.
Excellent Customer Support: Zoho CRM Plus provides excellent customer support to help businesses get the most out of the platform. The support team is responsive and knowledgeable, and they offer a variety of resources, including online documentation, tutorials, and live chat.

Cons

Steep Learning Curve: Zoho CRM Plus can be overwhelming for new users due to its extensive features and complex interface. The learning process can be time-consuming, requiring significant investment in training and onboarding.
Customization Challenges: While Zoho CRM Plus offers customization options, they can be intricate and may necessitate technical expertise. Users might encounter difficulties tailoring the platform to their specific workflows and requirements.
Mobile App Limitations: The mobile app version of Zoho CRM Plus may have limited functionality compared to the web-based platform. Users who rely heavily on mobile access could find the app's capabilities restrictive.
Reporting Complexity: Generating reports in Zoho CRM Plus can be complex, especially for users unfamiliar with reporting tools. Building customized reports might require advanced knowledge and effort.

Researcher's Summary:

Over the past year, Zoho CRM Plus has garnered attention for its comprehensive suite designed to enhance customer experience management. Users have lauded its all-in-one platform, which integrates sales, marketing, and customer support functionalities, allowing businesses to streamline their operations and foster better customer relationships. A standout feature, according to reviews, is its AI assistant, Zia, which offers predictive analytics and automation capabilities, setting Zoho CRM Plus apart from competitors like Salesforce and HubSpot. This AI-driven insight helps businesses anticipate customer needs and personalize interactions, a critical differentiator in today's market.

However, some users have pointed out weaknesses, particularly regarding the learning curve associated with its plethora of features and the occasional sluggishness of customer support. Despite these challenges, the platform's affordability compared to its counterparts, without compromising on functionality, is frequently highlighted as a significant advantage. For instance, small to medium-sized businesses benefit from its cost-effectiveness, receiving a robust CRM solution without the hefty price tag often associated with similar platforms.

Zoho CRM Plus is most suited for businesses looking for a comprehensive, integrated solution to manage their customer experience end-to-end. Its unique blend of affordability, AI capabilities, and an extensive suite of features makes it particularly appealing to small and medium-sized enterprises (SMEs) aiming to scale their operations and enhance customer engagement without breaking the bank. The platform's ability to provide a 360-degree view of the customer journey, coupled with predictive analytics, positions it as a valuable tool for businesses focused on proactive customer relationship management and personalized marketing strategies.

Key Features

Omnichannel Communication: Reach customers via multiple mediums like phone, emails, live chat, surveys and social media.
- Emails: Use contextual data from leads and customer records to send targeted emails and campaigns. Send messages based on customer activities pre and post-sale.
- Social Media: Connect with leads and post campaigns on social media channels.
- Phone: Make, receive, transfer and record calls within the system.
- Offline: Update customer records, view nearby prospects, scan business cards and send email campaigns on the go.
Support Management: Contextually respond to customer tickets by pulling data from all channels. Enhance customer support via canned responses and a knowledge base.
Collaboration: Sales, marketing and support teams can communicate deliverables, share status updates and discuss projects in a centralized location.
- Provides access to a shareable customer database.
- Ensures teams stay on track with capabilities like milestone tracking, tasks lists, calendars, forums and reporting.
- Receive notifications for upcoming meetings, pending tasks and assigned support tickets to stay in the loop.
- Tag team members in documents and presentations.
- Create group chats and interact through emojis, GIFs and images.
AI: Derive trends and insights across customer touchpoints.
- Sales Insights: AI-powered chat assistant Zia provides sales reps with information like the best time to contact leads, win probability of deals according to selling patterns and suggestions to automate recurring tasks.
- Reporting: Create personalized reports and custom metrics without code. Connect information from disparate sources into a centralized database. Import data from several file formats, URL feeds, cloud drives and spreadsheets.
- Visitor Tracking: Get perspective on website visitors in real time. Track activities and categorize visitors based on variables like location, interactions, number of visits, referral sources and more. Learn who’s a lead, what campaigns they clicked on and the busiest time for customer support.
- Sales Forecasting: Predict sales revenue by breaking down the performance of individual sales reps, teams and territories. Compare the previous year’s sales with the current one. Identify top scorers according to region and hierarchy.
Dashboards: Create custom dashboards to highlight sales goals and track team progress. Set different KPIs and targets. Get a comprehensive view of sales activities and break them down by reps or teams. Visualize performance via progress bars.
Real-Time Updates: Receive updates when prospects and customers open emails, visit websites, send messages or tag on social media. Monitor all customer activities within the system and from third-party apps. Reply with context by accessing past interactions from the panel.
Campaign Analytics: Analyze campaigns across several channels. Track campaign performance and compare it with industry metrics.
- Social Media Analytics: Identify the best time to publish content for optimum engagement. Monitor positive and negative comments, tweets and posts.
- Email Analytics: Monitor spam complaints and bounce rates. Pinpoint subscribers’ geo-locations and devices.
- Campaign Reports: Receive real-time updates on open and click rates of top-performing campaigns.
Surveys: Create personalized surveys like CSAT and NPS using templates. Embed them into websites and email campaigns.
Automation: Automatically assign tickets, set priority and escalate them according to SLAs. Assign leads and send alerts for tasks via workflow automation. Set autoresponders and trigger emails based on customer activities.
Mobile App: Access customer information, log leads, view marketing insights and more on the road. Connect with different apps like Zoho CRM, Zoho Surveys, Zoho Reports, Zoho Projects, Zoho Campaigns and more.
Administration Panel: Add new user accounts and assign roles and permissions via a centralized admin panel.
Integrations: Access in-house and third-party integrations.
- Internal Integrations: Connect with Zoho PhoneBridge, Zoho Cliq, Zoho Desk, Zoho Flow, Zoho Assists, Zoho Analytics and more.
- External Integrations: Integrate with Salesforce, SurveyMonkey, Shopify, MailChimp, PayPal, Slack and more.
- Google Integrations: Integrate with Google Analytics to monitor website activities and traffic-generating links. Identify keywords that bring in leads via Google AdWords. Use Google Ads to see revenue generated by online ad campaigns.

Limitations

At the time of this review, these are the limitations according to user feedback:

Complex customization process.
Difficult to edit pre-configured reports.
Slow customer support.

Suite Support

Offers additional technical support for premium and enterprise plans, available 24/5 and 24/7, respectively.

Email: [email protected].

Phone: Not specified.

Training: Searchable knowledge base consists of user guides, initiation manuals, FAQs, videos and webinars. Documentation on account management and developer API. Provides dedicated one-on-one sessions and free onboarding assistance for 45 days.

Tickets: Submit and track tickets through the self-service portal.

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Awards

SelectHub research analysts have evaluated Zoho CRM Plus and concluded it earns best-in-class honors for Customer and Contacts Management and Platform Capabilities.