Item: Outreach
Rating: 1
Author: Verified User

Overall Satisfaction with Outreach

Use Cases and Deployment Scope

We leverage Outreach for outbound sales via sequences mixed with other solutions and technologies. Outreach helps us to automate the outbound sales process. I have built targeted campaigns and sequences for many different personas to keep things as personal as possible at scale. We are seeing the need for more customization and the demand for one-to-one messaging versus these mass mailers, which is making our need for Outreach a bit redundant.

Pros and Cons

Pros

Automated Sequences.
Integrations
Sales Solutions.
Reports

Cons

Customer Service - zero support for small - medium businesses.
Billing - billing is messy, and customer service for billing questions is pretty awful (if anyone is ever available).
Bounce Rates - our bounce rates are through the roof when using Outreach which isn't a problem we have with HubSpot or Pardot.

Most Important Features

Integrations
Ease of Use.
Customer Service.

Return on Investment

Automates Outreach (positive).
Wastes Time (negative).

Alternatives Considered

HubSpot Sales Hub, Woodpecker.co and Constant Contact

We decided to leverage Outreach originally because it fit our needs in terms of sending emails at scale while also integrating other solutions and activities recorded within our Salesforce solution. Salesforce integration was a very important factor because that is where our CRM system resides. Unfortunately, we continue to have issues with their billing department, which refuses to take calls or answer questions, and because we are a small-scale team of 5, we are not offered any customer service support other than the automated chat feature, which is clumsy.

Key Insights

Do you think Outreach delivers good value for the price?

Are you happy with Outreach's feature set?

Yes

Did Outreach live up to sales and marketing promises?

Yes

Did implementation of Outreach go as expected?

Would you buy Outreach again?

Other Software Used

HubSpot CRM, HubSpot Sales Hub, HubSpot Marketing Hub

Likelihood to Recommend

In my opinion, Outreach is well suited for an enterprise sales team of 50+ users - otherwise, I feel you are unseen/unheard/unappreciated, and customer support is not offered for smaller scale teams. Outreach is well suited for outbound sales that offer simple solutions that can be communicated quickly and efficiently via cold email outreach.

Outreach Support

Support Rating

There is almost zero customer support. What they do offer is a live chat feature which is active during "normal" business hours which is nice for instant inquiries if someone is available. However, you do not have a dedicated representative to address questions or concerns and their billing process is confusing and messy without any support.

Outreach Customer Support Pros and Cons

Pros	Cons
None	Slow Resolution Poor followup Less knowledgeable Problems left unsolved Not kept informed Escalation required Difficult to get immediate help Need to explain problems multiple times Support doesn't seem to care Slow Initial Response

Comments

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Michael Baumgarten
commented 2 years ago
Completely agree...as a salesforce consultant I have worked with salesloft, engage, outreach, and salesforce sequencing and support for outreach is almost non-existent if you have less than 50 users. If they do ever respond, it is weeks later and it is typically with someone that finished their training in the past week. Then, they send you a templated email with 4 questions without any answers to your original email. It is brutal.

Small-Medium Businesses Beware - Outreach doesn't want your business.