Zendesk Sell

Score9.7 out of 10

73 Reviews and Ratings

What is Zendesk Sell?

Zendesk Sell (formerly Base CRM) is a CRM that aims to give reps access to integrated tools that provide the full context of a customer account. This keeps them in the loop and allows them to capitalize on opportunities. Zendesk Sell can be extended with Reach, a lead generation and engagement tool that automates the process of finding and keeping leads interested, so reps can focus more on building relationships and crushing their quotas. Base CRM was founded in 2009, and acquired by Zendesk in 2018.

Categories & Use Cases

Single sign-on capability
The software system supports a centralized authentication mechanism allowing the user to access multiple systems with a single, centrally managed password.
Category average: 8.7
Marketing automation
The software can integrate with marketing automation software such as Eloqua, Marketo or Pardot.
Category average: 8.2
Case management
This includes incident/ticket creation, routing, escalation, and resolution.
Category average: 8.3

Billing and invoicing management
This includes automated invoice creation and billing.
Category average: 7.8
Social data
The software can integrate data and conversation histories from customers’ social profiles. This may also involve enhanced listening features such as sentiment tracking.
Category average: 7.8
Compensation management
The software can integrate with compensation management software or sales commission software such as Xactly Incent or IBM’s Varicent.
Category average: 7.9

Michael Litvack

Representative in Information Technology at Emergent Technologies (1-10 employees employees)

Use Cases and Deployment Scope

Tracks all of our sales leads. Multiple prospects can be related to their company and deals can be organized by a salesperson. The notes feature provides an area to store information not found in emails. Salespeople don't need to call each other to get details of a deal. Everything is in Zendesk Sell for easy access.

Pros

Splits deals by sales person.
Total possible revenue in the pipeline.
Store all email in one deal, regardless of source.

Cons

Creation of a deal from outlook (add-in).
Add tasks to outlook calendar.
Summary display deals by stage.

Return on Investment

Automated leads from paper lists to data lists.
Reduced time needed for sales meetings. All details already in Zendesk Sell. No need to discuss.

Usability

Alternatives Considered

Maximizer CRM

Other Software Used

Microsoft SQL Server, Microsoft 365 (formerly Office 365), Redgate SQL Data Compare

Leif Johnson

Senior Sales Engineer in Sales at Altos Digital (1-10 employees employees)

Pros

It is very inexpensive to start.
It is relatively user friendly.
Gives you the ability to define your own categories to move through the sales process.

Cons

There was no ability to add prospects from a company domain or email to auto-fill any data.
You had to type in all of the data you gathered about that prospect.
The default only gave you two phone numbers for the company, too few.

Return on Investment

Low cost of entry.
Reasonable functionality.
No auto data input capability.

Alternatives Considered

HubSpot CRM

Other Software Used

HubSpot Sales Hub

Usability

Brittany Cooper View profile

Manager, Customer Success in Customer Service at GoFan (11-50 employees employees)

Pros

Clean layout
Multiple views
Efficiently contact customers
Systems integration

Cons

More creative design layout (pretty basic to look at)
Have the option to view previous conversations when chatting with client. Currently I have to search an email to see previous conversations.
More creative text to use (e.g., emojis)

Return on Investment

Increased efficiency with a central hub for all of our customer data.
Workflows are easy to set up and beneficial for us.
Received minimum training, therefore it's easy to navigate.
Reduced employee costs. Employees can spend more time completing other important tasks.

Alternatives Considered

Help Scout

Other Software Used

Help Scout, Microsoft Dynamics 365 Customer Service, Sugar Market (Salesfusion), monday.com, Mailchimp Transactional Email (Mandrill), Stripe

Usability

Faerie Grace View profile

Faerie Grace-Owner in Marketing at Owner-Motivational Speaker (1-10 employees employees)

Pros

It let us plug in our customized pipeline really easily.
It was not too confusing to use and figure out.
It sent out videos weekly on new things they were doing and offering.

Cons

My manager and I both tried the trial before we purchased Zendesk Sell. We had multiple and reoccurring times of signing in problems. Zendesk support was confused a handful of times as well. This got to be very old when one just wants to sign and start working
Customer support was very helpful at other times but when we finally needed to cancel as the login just never seemed to smooth out, and some other using options had cliches, we wouldn't just cancel over the phone OR via email. SO we had to keep and pay $59 for three more months, though never using the program.
I do not recommend them. We had several glitches that snagged the work flow and productivity. We are in process of finding a new CRM.