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Freshdesk: Review

Founded in 2010, Freshdesk has succeeded in becoming one of the most well-known cloud-based CRM softwares on the market. With a range of powerful customer-driven features, this easy to use CRM allows companies to offer a seamless, multi-channel support system across the phone, the internet, forums, social media, email, mobile apps, and more.

Intended Users

Freshdesk can be used for all company sizes, Small to Large. This CRM has the capability and robust features to keep up with any size organization.

With over 80,000 current customers globally, any type of company can benefit from Freshdesk. For example: SolarCity, 3M, Hugo Boss, Cisco, University of Pennsylvania, etc…

Based on the affordability and features, this CRM is suitable for the hospitality industry, retail environments (brick and mortar as well as online), IT, insurance, utilities, and other companies.

Deployment

  • Cloud, SaaS, Web
  • Mobile

One of the best parts about Freshdesk’s CRM is that it is entirely web-based, and data is stored in the Cloud. This makes capacity nearly endless, the speed extremely quick, and allows flexibility in accessing this CRM.

The supported OS’s (operating systems) include:

Windows, Mac OS, Linux, HP-UX, Solaris, Unix, IBM OS/400, Web Browser (OS agnostic)

Features

By offering a genuine multi-channel customer support system, this CRM can bring every customer conversation and put it into a centralized interface that is easy to read, easy to use, and organize. Your customer support staff can address issues and resolve trouble tickets with ease.

Customers contact through a variety of ways, from phone calls, email, contact forms, internet chat, social media, and applications, so Freshdesk makes sure that they are capable of helping address customer concerns in all of the ways customers contact you.

Freshdesk can help you:

  • Manage Multiple Groups, Escalation Procedures, Workflows
  • Multiple Products
  • Multiple Brands
  • Automate Multiple Processes
  • Automate Route Tickets to Appropriate Support Agents
  • Multi-Language and Multi-Timezone Capabilities

Customer Communication

Integrations

With Freshdesk, you can also integrate with other leading CRM softwares including:

  • Freshdesk
  • Pipedrive
  • Insightly
  • Nimble
  • Pipeline Deals
  • Salesforce
  • Solve
  • Zoho CRM
  • Batchbook Social CRM
  • Capsule
  • Collabspot
  • Highrise

Social Media App Integrations

With the ability to integrate into other CRM softwares and over 60 tools, Freshdesk CRM is able to pull up customer records and see customer history in an instant.

Security

Freshdesk CRM’s data center is EU safe harbor compliant and all plans include SSL Encryption to keep customer and company data safe. Servers are hosted in a world class data center with 24 hour security and surveillance. Freshdesk software is also continuously up to date with the latest security patches.

Plans and Pricing

Full pricing details here: https://freshdesk.com/pricing

There are 5 Freshdesk plan available: Sprout (free version), Blossom, Garden, Estate, and Forest.

Sprout Plan

The Free Version of this Freshdesk CRM is Sprout.

  • Price: FREE
  • Agents: 3
  • Email Ticketing
  • Reusable replies with canned responses
  • Automatic email notifications
  • Custom ticket views
  • Add tags to tickets, contacts, and solutions
  • Merge and split tickets
  • Add public and private notes to tickets
  • Add watchers to a ticket
  • Traffic cop
  • Assume identity of other agents
  • Send outbound email
  • Export tickets

Multi-Channel Support

  • Standard Phone Channel

HelpDesk Automation

  • Automatic ticket assignment using Dispatch’r
  • Time-triggered automations using Supervisor
  • Event-triggered workflow automations with the Observer
  • Multi-task workflows with one touch Scenario automations
  • Email commands

SLA Management

  • Business rules management through SLAs
  • SLA reminders
  • Escalation email for SLA violation

Knowledge Base

  • Email to knowledge-base
  • Ability to edit meta title, keywords, and description
  • Suggested solutions

Mobile Customer Support

  • Freshdesk for iOS
  • Freshdesk for Android
  • Mobile optimized HTML5 App

Ticket Forms

  • Customizable ticket forms
  • Dependent fields in ticket forms
  • Customizable popup and embedded Feedback widget

Reporting

  • Agent and group performance
  • Export reports

Customization

  • Custom apps
  • Public customer portal customization

Security

  • Single sign on
  • Single sign on with SAML
  • Advanced password policy for agents and customers

Apps

  • CRM Apps
  • Email marketing
  • Over 50+ Applications

Reporting

Blossom

  • Price & Users: $16 / Agent / Month
  • Email Ticketing
  • Reusable replies with canned responses
  • Automatic email notifications
  • Custom ticket views
  • Add tags to tickets, contacts, and solutions
  • Merge and split tickets
  • Add public and private notes to tickets
  • Add watchers to a ticket
  • Traffic cop
  • Assume identity of other agents
  • Send outbound email
  • Export tickets
  • Time tracking
  • Integrate customer satisfaction surveys

Multi-Channel Support

  • Standard Phone Channel
  • Multiple incoming and outgoing mailboxes
  • Add unlimited Twitter accounts
  • Add unlimited Facebook pages

HelpDesk Automation

  • Automatic ticket assignment using Dispatch’r
  • Time-triggered automations using Supervisor
  • Event-triggered workflow automations with the Observer
  • Multi-task workflows with one touch Scenario automations
  • Email commands

SLA

  • Business rules management though SLAs
  • SLA reminders
  • Escalation email for SLA violation

Knowledge-Base

  • Email to knowledge-base
  • Ability to edit meta title, keywords, description
  • Suggested solutions
  • Community Forums

Mobile Customer Support

  • Freshdesk for iOS
  • Freshdesk for Android
  • Mobile optimized HTML5 App

Ticket Forms

  • Customizable ticket forms
  • Dependent fields in ticket forms
  • Customisable popup and embedded Feedback widget

Reporting

  • Agent and group performance
  • Helpdesk in-desk report
  • Export reports
  • Save reports

Customizations

  • Custom apps
  • Public customer portal customization
  • Custom domain mapping

Security

  • Single Sign On
  • Single sign on with SAML
  • Advanced password policy for agents and customers

Apps

  • CRM Apps
  • Email marketing
  • Satisfaction surveys
  • Time tracking and invoicing tools
  • 50+ applications

Garden

  • Price and Users: $25 / Agent / Month

You receive everything from the Blossom plan, plus:

  • Freshdesk’s Integrated Live Chat

SLA Management

  • Multiple SLA policy
  • Multiple business hours
  • Product, group, and company level SLAs

Global Support

  • Multilingual Knowledge Base
  • Dynamic Email Notifications
  • Multiple Time-Zones

Multi-Product

  • Product level knowledge-base and community forums

Reporting

  • Ticket drill down in reports
  • Save reports
  • Schedule reports

Customizations

  • Full CSS customization
  • Custom domain mapping

Automated Tasks

Estate

  • Price and Users: $40 / Agent / Month

You receive everything in the Garden plan, plus:

  • Agent collision detection
  • Facebook in-sync app
  • Automatic ticket assignment within group (Round robin)
  • Dynamic ticket forms

Reporting

  • Performance distribution
  • Ticket volume trend
  • Top customer analysis

Customizations

  • Customizable agent roles
  • Complete layout customization
  • Access to FreshThemes gallery

Security

  • Custom SSL certificates (default free)
  • Helpdesk Restriction

Forest

  • Price and Users: $70 / Agent / Month

You receive everything in the Estate plan, plus:

  • Advanced Phone Channel
  • IP Whitelisting
  • Custom Email Servers

 

Free Trial

You can get started with Freshdesk for free for 30 days at: https://freshdesk.com/signup.

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Marketing 360: #1 CRM Software for Small to Medium Businesses

Marketing 360: #1 CRM Software for Small to Medium Businesses

Nothing is more important in the world of customer relationship management than marketing your business. Marketing 360 CRM is the perfect software for SMB’s (Small to Medium Businesses). This CRM is able to manage all of your leads and customers, assign tasks, track deals, track the sales pipeline, assign contacts to employees, and more. You can use Marketing 360 CRM on your desktop, tablet, or smartphone for easy and reliable access.

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Rated as the #1 CRM Software for SMB’s, Marketing 360 has an incredible reputation for all-in-one software solutions that has nearly no competition. With it, you can follow business leads, communicate with customers, create long-term relationships, and manage your brand.

 

Intended Users

As stated in the software title itself, Marketing 360 CRM for SMB’s is intended for Small to Medium Businesses. This web-based marketing platform is suited well for entrepreneurs and those seeking to analyze their business data, run social media advertising campaigns, and increase the performance of their business and boost their sales.

 

Features

This software has an incredible amount of features, including the following:

  • Marketing Automation
  • Social Marketing
  • Analytics
  • Campaign Management
  • Call Center Management
  • Document Management
  • Lead Management
  • Lead Scoring
  • List Management
  • Contact Management
  • Customer Support
  • Landing Pages / Web Forms
  • UXi Feature
  • Listing Ads
  • Social Targeting Ads
  • Project Management
  • Website Visitor Tracking
  • Search Marketing
  • Web Analytics
  • Quotes / Proposals

Marketing 360’s UXi websites feature helps to create web pages that are brand-consistent, easy to navigate, and highlight your call to action phrases and buttons. The system also provides website templates that are customizable and edited with the help of a simple drag-and-drop function.

overview-uxi rm17001

The Natural Listing Ads feature is intended to improve your website’s search results by tracking the keyword volume and ranks. Analyzing a competitor’s SEO performance with the same keywords and phrases results in real-time reports that provide organic conversion rates.

The software’s Social Targeting Ads feature helps to target potential clients on the basis of gender, age, location, interests, and more.

Marketing 360 CRM is scalable and easy to use, which makes it a great choice for growing with your Small to Medium Business.

 

Deployment Options

Marketing 360 CRM can be run on a variety of platforms:

  • SaaS (Subscription as a Service)
  • Web
  • Cloud
  • Mobile

home-devices

Mobile

This CRM also has great mobile access as well.

Android and iOS are both supported.

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Price

Unfortunately, one of the cons of this CRM software is that the pricing is not easily accessible. You have to contact the software company directly or go their website for a quote. Being the best in the business means you get to name your price and have customers call you.

While the hidden price is somewhat of a con for those comparing prices, the customers who have used this software have nothing but positive things to say about its functionality as well as the customer service they have received.

In addition to the SaaS option, there is a Free Version of the Marketing 360 CRM for SMB’s.

 

Training

Upon purchasing this CRM software, the training offered to users is very flexible and supportive. You receive documentation, live online help, in person help, and webinars to help you make the most of this CRM.

small-business-owner2

Free Trial

You can sign up for a 45 Day Free Trial of Marketing 360 CRM Software for Small to Medium Businesses here: https://signup.mymarketing360.com/register

Overall, Marketing 360 CRM has received countless five star ratings for ease of use, customer service, features offered, functionality, support, quality, and overall use of this software. Try it for yourself at: https://www.marketing360.com/small-business-crm/

 

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Can’t Afford CRM Software Right Now? Try Zoho Free: Comprehensive Review

There is always that dilemma of starting a new small business but not having enough startup money to afford all of the bells and whistles. If your business is successful, you will eventually be able to purchase a subscription CRM Software that you need for your thriving business.

Realistically, when trying to get your feet off the ground, if you don’t always have the money right away, you’re going to have to find an alternative. This is where Zoho CRM comes in.

zoho-crm

What is Zoho CRM?

Zoho CRM has been rated as one of the best Zoho CRM Softwares out there — the free version is a great choice for those among you who are seeking a cost-effective customer relationship management software that features the core, simple functions that your business needs.

As to what Zoho is, it is a customer management system that includes workflow automation, social collaboration, opportunity-to-sales tools, analytics, data, contact management, lead gathering and more.

It is recommended to try this software is you are new to the small business world and do not have the startup money to invest yet. If you have never used CRM software before, it is an especially good idea to test drive this kind of software to see if it is right for your business and a good investment for your future.

What Type of Business Zoho is Used For

It is recommended that this free Zoho CRM be used only for Small Businesses, as the features are simple (hence, why it is free). If you have a Medium to Large Enterprise, you will certainly need to invest in a subscription CRM Software service.

small-business-owner2

This free Zoho CRM is best suited for small businesses with typically, no more than 10 employees. This is a simple CRM solution software that is budget friendly — but that means giving up most of the pumped up features of subscription CRM services.

See some of our reviews below of great subscription CRM Software solutions:

Dynamics Cloud CRM Software by Microsoft

Dynamics 365 by Microsoft

In conclusion, while this free software has more features than most other free options, it is not recommended for growing your business quickly. The capabilities are limited but still helpful for a small business to grow relationships with customers, start their business, and forecast the promise of their business.

Zoho CRM Features

The free version of Zoho CRM has limitations that subscription CRM solutions do not, but it is still quite impressive in comparison to other free CRM softwares. In fact, Zoho is packed with the necessary services that a small business needs.

Features of Zoho include the following:

Automation

The automation features of Zoho allows you to manage your workflow, sales opportunities, and contacts. You can automate tasks so that you can spend time selling your product(s) rather than doing repetitive and time-consuming tasks. Call logs are automated and calendars are automated, as well, which helps to save you time and become more productive as you get your small business off the ground.

510697-zoho-crm-advanced-filters

Multi-User Capabilities

The multi-user interface of the free Zoho CRM means you can onboard up to 10 users for free. This is an impressive aspect of this software, since most free CRM software solutions make you pay after only a few users.

Social CRM

The integration of social media is easier than ever with Zoho. This CRM integrates with both Facebook and Twitter in order to automatically link contacts to your social media account. Social media integration allows you to save time while seeing updates with contacts, accessing the latest interactions that customers or potential customers have had with your social media account, and accomplish this all from your Zoho dashboard.

facebookandtwitter1

360 View

Zoho features what it calls “360 View,” which is also in its paid version. In this free Zoho, the CRM stores and displays information that you will need to make business decisions. For example, you can view your contacts, your sales cycles, sales pipelines, and more in order to increase your sales, identify trends, find new opportunities for sales, and take better care of your customers.

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Mobile CRM

Mobility is everything when it comes to CRM Software. As one of the most important aspects of CRM technology, being able to access your information anywhere is of utmost importance to a small business owner.

Zoho features this mobility through the Zoho CRM Mobile App, which is available for both Android and iOS smartphones and tablets. You can even access in offline mode. You can view your customer data, contacts, leads, events, messages, calls, tasks, and more.

This is crucial to a small business owner that is busy and always on-the-go.

sheets_integration_blog_banner mobile-office

Third Party Integration

Another great aspect of the free Zoho CRM is that it can connect to a large range of third party services and applications in order to integrate your customer relationship management data with the rest of your operations.

For example, you can use Google applications such as Gmail, Google Calendar, and Google Tasks. Zoho will work seamlessly with these third party applications and even allow you to save your Gmail messages right into the CRM software, so you can keep your emails from your customers, potential customers, and contacts in one place rather than a separate account.

Zoho can allow you to export tasks and export events into their respective apps, as well, so it can work both ways.

notifications

Analytics

Analytics is, of course, key to every business. With the free Zoho CRM software, you can track your business sales, measure your employee’s performance, see your business performance, and utilize a range of reporting capabilities.

zoho_crm-47962-1

Collaboration Tools

Collaboration tools are effective in businesses — especially social media. Along with the third party integration and Social CRM tools, you can use Zoho as a social media account for staff and collaboration in-house.

This tool includes an in-house news feed where you and employees can post updates, share files, and message others directly for a safe and effectively in-house communication and collaboration system.

Security

The security of the free Zoho software includes controlling who can access the software, which users can do what, set individual user permissions, and create profiles for users. You can even assign control access, roles, and restrictions.

Pros:

Zoho is better than most of the free CRM software available. With the range of options at your disposal as seen above, Zoho definitely ranks top on the list of available features and functions in a free CRM service.

You can also take advantage of Zoho’s customer service in this free edition. From blogs, webinars, tutorials, a searchable knowledge base, eBooks, user guides, social media support, and a help desk system, you can help yourself use Zoho to the fullest.

The business solutions offered in Zoho CRM means that as a user, you also have access to other productivity tools in the Zoho suite.

This includes:

  • Project Management app projects
  • Email Marketing campaigns
  • Collaboration tool meeting
  • Accounting software books

…and more.

Also, if you decide to upgrade your Zoho CRM in the future, you can easily integrate your data into a subscription Zoho package at any time, as well as integrate with any other Zoho product. This automatic syncing of your CRM data between products/solutions means less time spent manually transferring information and more time managing your business from a single platform.

Cons:

As a free CRM software, Zoho will have its obvious limitations. While it is a good CRM software for small businesses, it is by no means perfect in terms of its functionality. Some may be deal breakers, but as a free service, you have to pick your battles.

Lack of Customization

You can do a lot with the integration tools in the free Zoho CRM, but you cannot do a lot of customization options with the software itself. If you need to tailor the software to the unique needs of your business (custom reports, additional modules, or unique functions) you will need to purchase the most expensive of Zoho plans, which costs about $35 per user / per month. In terms of CRM Software, this is actually a great deal per month, as Large Enterprises often pay over $200 per user / per month. So, consider that as your business grows.

Customer Service

As mentioned above, you can take advantage of a number of customer service options; unfortunately, most of them are self-learning tools, guides, and so on, rather than support with Zoho professionals. For example, this free Zoho CRM does not come with phone support. You can use the Twitter help desk, but that may not cut it if you have a real problem you can’t solve by trial and error or Google searches.

zoho-support-features

The Zoho help desk system included in the free service as been said to be extremely slow or even unresponsive at times. This is especially true after you submit multiple messages, so don’t plan on taking advantage of this tool as a sole source of support. Getting help from a representative may be more difficult than you initially thought.

Clunky Interface

Finally, the Zoho interface is functional for a small business, but again, as the free version, it is not as user friendly as the paid versions. It has been said to be “clunky” and somewhat less intuitive to use as other software.

The problem is it takes too many steps to perform a simple task, such as navigating through sections. However, despite the somewhat clunky interface, it is pretty easy to use. There is even an easy to read navigation bar at the bottom of the dashboard that features a tab for different functions such as: Accounts, Leads, Contacts, etc… You can also add new items in a single click and use the search bar to find content quickly.

Conclusion

Overall, the free version of Zoho CRM is pretty impressive compared to other options. For being a free service, it has a lot of features and allows you to have more users than expected. The features are impressive to. From collaboration tools, third party integration, social media tools, automation, analytics, mobility, and more, Zoho’s free CRM software is simple and appropriate for a new small business trying out CRM technology for the first time while getting on your feet.

 

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