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Zendesk, known primarily for its customer support software, has been expanding its offerings to cover more aspects of customer engagement. Zendesk Sell is one of the best CRM platforms on the market and aims to provide sales teams with a streamlined tool for managing leads, deals, and customer interactions.

It promises to boost productivity, improve pipeline visibility, and ultimately drive revenue growth. The CRM integrates closely with Zendesk's support tools, potentially offering a more cohesive customer experience across sales and service departments.

I'll dive deep into Zendesk Sell's features, usability, pricing, and overall performance to provide an unbiased analysis of how well it stacks up against other CRM competitors for sales teams. Read on for the full Zendesk Sell review.

Zendesk Sell core capabilities

(Image credit: Zendesk)

Zendesk Sell provides a centralized database for storing and accessing customer information, including contact details, interaction history, and account-specific notes. I began by importing and organizing my test contact list. I appreciated that the system supported both CSV and Excel file imports. It's helpful how the system tracks leads from initial contact to conversion.

The platform offers customizable sales pipelines, allowing me to adjust the stages to fit my sales process. I noticed the intuitive interface for moving deals through stages, making it easy to visualize progress and spot potential bottlenecks. However, some advanced lead management features, such as task automation and lead scoring, are limited to higher-tier plans.

Zendesk includes forecasting tools that enable sales managers to estimate deal volume and revenue growth. During my evaluation, I generated accurate forecasts using sample historical data and current pipeline status. While these features work well, I’ve seen more advanced predictive analytics in other CRMs.

The platform provides 20 pre-built charts, reports, and dashboards for insights into key sales metrics. It also allows the creation of custom reports using a drag-and-drop interface. Analyzing trends by region or team and predicting revenue growth adds value for sales managers. However, some users noted that competitors offer more detailed reporting options.

I liked how the CRM integrates with preferred communication tools. Zendesk works smoothly with popular email clients like Gmail and Outlook, automatically logging email communications. This integration saves time and ensures all customer interactions are captured within the CRM, offering a complete view of customer relationships. It also provides various automation tools, including task assignments, email follow-ups, and lead nurturing workflows.

In addition to email, Zendesk has a marketplace with many pre-built integrations and developer-friendly APIs. You can select from thousands of pre-built connectors to popular apps like Asana, Dialpad, SurveyMonkey, and Ada. Zendesk also provides API Reference Docs to help developers create custom integrations, offering all necessary tools and step-by-step instructions.

Zendesk’s mobile app, available for iPhone, iPad, and Android, offers full functionality, including geolocation features. You can create and manage tickets, view reports, and receive real-time alerts about customer requests. This allows sales reps to manage customer interactions on the go and enables sales managers to track their progress from the office.

However, while Zendesk Sell covers essential CRM capabilities, some features are restricted to higher-tier plans. Advanced permissions and roles, which are important for larger sales teams, are only available in the Professional Plan. Some users reported slow load times and occasional bugs, especially after adding third-party integrations.

How easy is Zendesk Sell CRM to use?

I found Zendesk Sell to be user-friendly, though it has some learning curves. Upon logging in, I saw a clean, modern interface that was easy to navigate. The customizable dashboard lets users prioritize important information for their roles.

I also appreciated Zendesk’s logical organization of information. Contacts, deals, and tasks are accessible from the main menu. I could switch between different views quickly as I changed my focus. The option to customize these views was helpful, allowing me to concentrate on the most relevant details for my workflow.

Zendesk’s CRM interface is very visual. Its smart lists help segment contacts and leads based on various criteria. The drag-and-drop feature for moving deals through the pipeline made it even more user-friendly. Together, these elements simplify the sales process.

Onboarding is straightforward. As an admin user, I could set up the system and invite team members easily. The guided setup process helps new users learn to create contacts, deals, and tasks. This support is useful for those new to CRM systems.

Zendesk Sell excels in integrating with other Zendesk products, especially the customer support platform. For businesses already using Zendesk for service, the smooth connection between sales and support data enhances usability and data consistency.

In terms of customization, Zendesk Sell strikes a balance between flexibility and simplicity. I tailored the system to my needs without feeling overwhelmed. Creating custom fields, deal stages, and pipelines allowed me to adjust the CRM to my specific sales process.

However, I noticed that some advanced features in higher-tier plans required more exploration to understand fully. For instance, setting up custom fields and creating advanced reports took time to master. I also found limitations in customization in lower-tier plans. Advanced automation features and custom dashboards are available only in higher-priced plans.

Zendesk offers mobile apps for both iOS and Android. I found them well-designed and responsive, providing most desktop functionality. This is beneficial for sales teams needing to access and update information while on the go.

Zendesk Sell CRM integrations

(Image credit: Zendesk)

Zendesk’s integrations are among its best features. Its close connection with Zendesk’s customer support platform ensures smooth data flow between sales and support teams, offering a unified view of customer interactions. Additionally, Zendesk Sell provides native integrations with major productivity suites such as Google Workspace and Microsoft 365.

For businesses using other popular SaaS applications, Zendesk Sell integrates with tools like Mailchimp for email marketing, QuickBooks for accounting, and Zapier for connecting to many other apps. The setup process for these integrations is easy, typically needing just a few clicks to authorize and configure.

You can find all these integrations at Zendesk Marketplace, which serves as a center for discovering and installing both native and third-party apps and plugins. Although Zendesk offers over 1,500 integrations, some competitors provide even more out-of-the-box connectors for popular applications.

For custom integration development, Zendesk Sell features a powerful API that enables developers to create specific connections with other systems. It includes both REST APIs for basic CRUD operations and advanced APIs like the Sync API for real-time data synchronization. The API documentation is thorough and well-organized, including step-by-step instructions for developers. I appreciate how Zendesk allows you to submit your custom integrations as paid apps to the Zendesk Marketplace, enabling you to earn from your work.

While examining the integration capabilities, I also noticed a few limitations. Some advanced integration features are available only in higher-tier plans, which may affect smaller businesses or those with budget limitations. There’s also a premium API for creating advanced custom apps that’s accessible only from the Growth plan onward.

How good is Zendesk Sell CRM customer support?

(Image credit: Zendesk)

When assessing Zendesk Sell's customer support, I found a well-rounded system built on Zendesk's customer service expertise. The platform offers various ways for users to get help, including live support and self-service options.

Zendesk Sell provides support via email and live chat for all pricing tiers. However, phone support is limited to higher-tier plans, which might pose challenges for smaller businesses. Chat support is quick, with agents usually available during business hours.

Email support is accessible 24/7, benefiting businesses across different time zones. Users receive replies within a few hours, even during off-peak times. The quality of email responses is generally high, offering detailed answers and step-by-step instructions when necessary.

Zendesk Sell's self-service features are strong, showcasing the company's expertise in knowledge management. The extensive knowledge base covers many topics, from basic setup to advanced features. I found the articles clear, concise, and frequently updated to reflect recent platform changes. Helpful screenshots and video tutorials enhance understanding, particularly for visual learners.

Zendesk's community forum is another useful self-service resource, active and well-moderated, with contributions from both company staff and experienced users. Peer support can be especially valuable for addressing unique or complex issues not detailed in standard documentation.

In terms of response and resolution times, Zendesk Sell generally performs well. Its service level agreements state that the company aims for a first response time of under 8 hours for standard inquiries and under 1 hour for urgent issues on higher-tier plans. Resolution times depend on the issue's complexity, but straightforward problems usually receive solutions in the first interaction.

Zendesk Sell CRM pricing and plans

Plan

Team

Growth

Professional

Enterprise

Price

$19/user/month

$55/user/month

$115/user/month

$169/user/month+

Best For

Small teams needing basic CRM functionality

Growing businesses requiring more advanced tools

Larger teams needing customization and automation

Enterprise-level organizations with complex needs

Features

Customizable sales pipeline; Email integration; Basic reporting

Advanced sales reports; Sales forecasting; Prospecting tools

Lead and deal scoring; Task automation; Advanced permissions

Unlimited pipelines; Custom APIs; Premium support

Limitations

Limited to 2 sales pipelines

Lacks advanced automation features

May be costly for smaller teams

Pricing may be prohibitive for some businesses

Zendesk Sell employs a tiered pricing model with four plans tailored for various business sizes and needs. The pricing is clear, calculated per user, per month. While Zendesk Sell's pricing is competitive in the CRM market, it may not be the most cost-effective choice, this means Zendesk typically isn’t the best CRM for start ups on a shoestring budget.

The entry-level Team plan costs $19 per user each month with annual billing. It offers essential CRM features like contact and deal management, email integration, and basic reporting. While this plan makes Zendesk a contender as one of the best CRM for small business, it lacks some common features in other platforms' entry-level plans, such as web-to-lead forms and advanced analytics.

The mid-tier Growth plan is priced at $55 per user per month when billed annually. It introduces advanced features like sales forecasting, bulk email templates, and product catalogs. This plan strikes a better balance of features and cost, making it suitable for growing businesses.

The Professional plan at $115 per user per month provides more advanced tools, including lead and deal scoring, task automation, and advanced permissions. These features can greatly enhance sales processes, but the significant price increase from the Growth plan may cause hesitation for some businesses.

At the highest level, the Enterprise plan begins at $169 per user per month with annual billing. This plan encompasses all features from the lower tiers, along with advanced customization options, dedicated account management, and premium support. While thorough, this pricing positions Zendesk Sell among the higher-priced enterprise-level CRM solutions.

Certain advanced features, like the power dialer or extra storage, incur additional costs. Zendesk offers a bundle called the Zendesk Suite, which combines Zendesk Sell with other products like Support and Chat, potentially offering significant savings for businesses using multiple products.

Additionally, Zendesk Sell provides a 15% discount for annual billing compared to monthly billing, which can lead to substantial savings for larger teams. A 14-day free trial is available for all plans, allowing potential customers to explore the platform before committing. However, Zendesk misses out on being one of the best free CRM platforms with no free tier, which may be a drawback for very small businesses or individuals seeking a no-cost CRM solution.

Zendesk Sell CRM FAQWhat are Zendesk Sell's core features?

Zendesk Sell offers a centralized database for customer information, customizable sales pipelines, and tools for sales forecasting and reporting. It also integrates with email and offers various automation tools, meaning it has most of the core capabilities that users expect from a CRM.

How does Zendesk Sell handle customer data?

Zendesk Sell provides a centralized database for storing and accessing contact details, interaction history, and notes. It also supports importing data from CSV and Excel files. As such, it provides a variety of ways for users to input and store customer data.

How does Zendesk Sell support the sales process and its aftermath?

Zendesk Sell gives users a customizable sales pipelines with an intuitive drag-and-drop interface for moving deals between stages. This helps sales teams visualize progress and identify bottlenecks.

Once the sales process has concluded - either successfully or not - Zendesk Sell also boasts reporting and analytics functionality. The platform includes 20 pre-built charts and dashboards and allows for the creation of custom reports using a drag-and-drop interface. This helps sales managers analyze trends and predict revenue growth.

Is Zendesk Sell a good choice for small businesses?

That all depends. Certainly, the entry-level "Team" plan is geared towards small teams and offers essential CRM functionality. However, the pricing may not be the most cost-effective for startups on a tight budget, as there is no free tier.

Does Zendesk Sell have a mobile app?

Yes, Zendesk Sell has a well-designed and responsive mobile app for both iOS and Android, offering most desktop functionality for sales reps on the go. This is especially important now that hybrid work has become commonplace, with many sales and marketing professionals working remotely at least some of the time.

How does the platform integrate with Zendesk's other products?

Zendesk Sell integrates seamlessly with Zendesk's customer support platform, ensuring a unified view of customer interactions for both sales and service teams. If businesses already use some of the other tools within the Zendesk suite, the appeal of Zendesk Sell is sure to increase.

What are some of the limitations of Zendesk Sell?

Perhaps the biggest limitation - although, certainly not one that is unique to Zendesk Sell - is that some advanced features, such as task automation, lead scoring, and advanced permissions, are restricted to higher-tier plans. Some users have also reported slow load times and occasional bugs after adding third-party integrations.

Zendesk Sell CRM: Summary

After analyzing Zendesk Sell, I find it a strong and user-friendly option that balances essential features with ease of use. Its strengths include an intuitive interface, solid integration with customer support tools, and regular updates that keep the platform competitive.

Zendesk Sell suits small to medium-sized businesses seeking a unified approach to sales and customer support. Its seamless integration with other Zendesk products makes it a great choice for companies using or considering their support platform.

However, larger enterprises or those needing specialized CRM features may find Zendesk Sell somewhat limited compared to established enterprise solutions. Also, while the pricing structure is competitive, it might be high for very small businesses or startups.

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Founded in 2010, Pipedrive has grown to serve over 100,000 companies across more than 175 countries. It’s designed to help sales teams manage leads, track deals, and streamline sales processes.

At its heart, Pipedrive CRM offers a visual sales pipeline that lets users easily move deals through different stages by dragging and dropping them. Its intuitive interface is supported by features such as contact management, email integration, reporting tools, and workflow automation. Ultimately, it aims to simplify sales management by providing insights that help teams close more deals, making it one of the best CRM platforms out there.

In this review, I'll take a close look at Pipedrive's key features, usability, pricing, and overall performance to see if it lives up to its reputation as a user-friendly and effective CRM solution. I'll share my hands-on experience with the software and compare it to other CRM solutions in the market to see how it stacks up.

Pipedrive's core capabilities

(Image credit: Pipedrive)

At the heart of Pipedrive’s system is the contact and lead management feature. I liked how easy it was to import and organize contacts, with the ability to add custom fields to capture specific information relevant to my sales process. The system allows for a comprehensive view of each contact, including communication history, associated deals, and activities.

Pipedrive’s visual pipeline interface is one of its standout features, allowing me to track and move deals through various stages with a simple drag-and-drop action. I found it very easy to maintain a clear overview of my sales pipeline and quickly identify which opportunities needed attention.

There’s a paid LeadBooster add-on that enhances Pipedrive’s lead management capabilities even further. It includes web forms, live chat, and a prospecting tool that can help generate and qualify leads automatically. While these are powerful and well-designed, it's worth noting that they come at an additional cost on top of your base plan.

Pipedrive also offers advanced forecasting capabilities — the platform creates customizable sales forecasts based on the deals in your pipeline, allowing for accurate revenue predictions. I found the ability to create multiple pipelines particularly useful, as it allowed me to customize the sales process for different products or customer segments separately.

While it offers a range of pre-built reports based on various KPIs, Pipedrive’s custom reports are where it really shines. It offers a range of options to measure team efficiency, software effectiveness, and sales performance from a bevy of different angles. The reports themselves are incredibly visual, making it easy to understand the different charts, graphs, and numbers.

You can automate your sales workflows easily with Pipedrive. I found the process of setting up these automations to be straightforward, with a visual builder that made it easy to create complex workflows without needing any coding knowledge. However, there isn’t any support for marketing automation, which can put off some teams.

How easy it Pipedrive CRM to use?

Pipedrive’s minimalist design eliminates clutter, allowing users to focus on what matters most — managing their sales pipeline and customer relationships. The visual pipeline view is particularly user-friendly, offering a drag-and-drop interface that makes it easy to move deals through various stages.

Something that really impressed me was the smart contact data feature. With a single click, the system can search the internet for information about a prospect and populate records automatically. It saves a lot of time on data entry and research, allowing reps to focus more on actual selling activities.

Customization options on this platform are robust yet straightforward to implement. Pipedrive allows users to tailor fields, pipelines, and workflows to match their specific sales processes. During my testing, I was able to easily add custom fields to capture industry-specific information and create multiple pipelines for different product lines.

Pipedrive offers a variety of learning materials, including video tutorials, webinars, and a knowledge base. Its in-app guidance is particularly noteworthy, providing contextual tips and explanations as users navigate through different features.

Automation features in Pipedrive further enhance its usability. The platform offers a range of pre-built workflow automations that can be easily customized to fit specific needs. They help streamline repetitive tasks, such as follow-up emails or activity creation, allowing sales reps to focus more on building relationships and closing deals.

Pipedrive offers a mobile app for both iOS and Android. It provides a seamless experience, allowing users to update deals, access contact information, and log activities on the go. I found the mobile interface to be just as intuitive as the desktop version, ensuring that sales teams can stay productive even when out of the office. This is an especially helpful feature for businesses with mobile sales teams.

However, I did find that setting up some of the more advanced features, like email sequences and certain automations, required a bit more time and effort to master. Still, Pipedrive offers ample documentation and training resources to get through the initial stages after implementation.

Pipedrive CRM integrations

(Image credit: Pipedrive)

Pipedrive CRM offers a powerful ecosystem that allows users to connect the CRM with a wide array of third-party applications. Pipedrive's Marketplace hosts over 400 out-of-the-box integrations, covering essential business tools across categories like email marketing, document management, project management, analytics, live chat, and accounting.

Connecting Pipedrive with popular tools like Slack, Zoom, and Microsoft Teams was a seamless process, allowing for real-time notifications and improved collaboration. The integration with email platforms like Gmail and Outlook was particularly useful, enabling me to manage emails and CRM data from a single interface. One integration that stood out was the Leadfeeder connection, which automatically transfers website lead data into Pipedrive.

There’s also an open API, which provides developers with the flexibility to create custom integrations when needed. It uses a JSON format for output and supports CORS requests, which adds to its versatility. I was impressed by the comprehensive documentation and developer resources available for API users, making it relatively straightforward for technical teams to extend functionality through custom integrations.

For users who aren't developers, Pipedrive offers integration with Zapier, a popular automation tool that can connect Pipedrive to thousands of other applications without requiring coding skills. This greatly expands the potential for creating automated workflows across different platforms, even if they don't have a direct integration with Pipedrive.

For a smooth flow of information, the platform uses database replicas that sync in real-time, ensuring data continuity and minimizing the risk of data loss. However, for those concerned about data backup, Pipedrive also conducts nightly backups of all database machines and creates encrypted off-site backups of customer databases.

For businesses looking to create more complex integrations or automate specific workflows, Pipedrive's Developer Platform offers additional tools. This includes webhooks, API endpoints, and SDKs, allowing for deeper customization of the CRM experience.

How good is Pipedrive CRM customer support?

(Image credit: Pipedrive)

For all users, regardless of plan, Pipedrive provides 24/7 email and chatbot support. While the latter is a great option for basic queries requiring quick resolution, the former is meant for more complex issues that aren’t so time-sensitive.

Users on the Advanced, Professional, Power, or Enterprise plans have access to human agents during live chat. Response times are quick, usually within a few minutes. Support agents are knowledgeable, and able to address most of my basic queries efficiently. However, for more complex issues, I noticed that the initial response often involved directing me to relevant knowledge base articles rather than providing immediate solutions.

The availability of live chat support depends on your subscription tier. Advanced plan users can access live chat during business hours (9:00 am to 5:00 pm in the user's timezone), while Professional plan subscribers enjoy 24/5 support. Power and Enterprise users benefit from round-the-clock support, seven days a week.

For users on the Power or Enterprise plans, Pipedrive also offers phone support. However, it's worth noting that this service is only available during limited hours - from 7:00 am to 11:00 pm (CET/CEST) for English speakers, and from 10:00 am to 11:00 pm (CET/CEST) for Portuguese speakers.

For self-help purposes, Pipedrive’s knowledge base is extensive and well-organized, covering a wide range of topics from basic setup to advanced features. I found the articles to be clear, concise, and often accompanied by helpful screenshots or video tutorials.

Pipedrive also offers an online learning platform called Pipedrive Academy. This resource provides a series of video courses and tutorials designed to help users master various aspects of the CRM. I found these courses to be well-structured and particularly useful for new users or those looking to expand their knowledge of specific features.

Pipedrive CRM pricing and plans

Plan

Essential

Advanced

Professional

Power

Enterprise

Price

$12/user/month

$24/user/month

$49/user/month

$59/user/month

$79/user/month

Best For

Small teams starting with CRM

Teams scaling sales processes

Larger teams optimizing performance

Big teams with complex needs

Large organizations requiring robust management

Features

Visual sales pipeline; Basic lead management; Simple reporting

Email sync and tracking; Customizable automations; Sales prospecting tools

AI sales assistant; Contract management; Revenue forecasting

Project management; Expanded permissions; 24/7 phone support

Unlimited custom fields; Enhanced security; Advanced customization

Limitations

Limited open deals and custom fields

Restricted automation capabilities

No project management features

Fewer customization options

Minimum 10 users required

Pipedrive’s pricing is competitive and flexible, offering a range of options to suit different business needs and sizes. As of my review, Pipedrive offers five main pricing tiers: Essential, Advanced, Professional, Power, and Enterprise.

The Essential plan starts at $12/user/month, billed yearly. It offers basic CRM features: contact and deal management, customizable pipelines, and simple reporting. This option makes Pipedrive one of the best small business CRM platforms out there. Higher plans add more advanced features.

I found the Advanced plan, at $24/user/month, to be particularly great value. It includes email templates, tracking, and customizable automations, boosting sales team productivity. The Professional plan, priced at $49/user/month adds AI features, revenue forecasting, and e-signatures. It’s perfect for growing businesses.

For larger companies or those needing more complex solutions, the Power and Enterprise plans are available at $59 and $79 per user per month, respectively. These plans include project management, better security, and unlimited custom fields. They also offer incrementally higher limits on deals, reports, and automation workflows.

Across all plans, opting for annual billing instead of monthly can save you up to 17%. Pipedrive also offers a 14-day free trial for all its plans, which is less than some competitors but still reasonable. While the base plans offer comprehensive features, Pipedrive provides several add-ons that can enhance functionality. These include LeadBooster for lead generation (starting at $32.50 per company monthly), Web Visitors Tracking ($41 per company monthly), and Campaigns for email marketing ($13.33 per company monthly).

A potential drawback I noticed is that Pipedrive doesn't offer a free plan beyond the trial period. For very small businesses or solopreneurs looking for a free CRM solution, this could be a limitation. This means Pipedrive isn't necessarily one of the best CRM for start ups on a shoe string budget, although start ups with a small budget could benefit from the affordable Essential plan.

It's also worth mentioning that Pipedrive's pricing can vary depending on your location and the currency you're billed in. I found that prices are often kept at the same numerical value across different currencies (e.g., $99 USD, €99 EUR, £99 GBP), which can result in higher costs for users outside the US.

Pipedrive CRM FAQWhat is Pipedrive's core feature?

At its heart, Pipedrive is built around the visual sales pipeline. This standout feature allows users to easily track and manage deals through different stages with a simple drag-and-drop interface. This makes it incredibly easy to maintain a clear overview of your sales process and quickly identify which opportunities need attention.

Of course, there's much more to Pipedrive too, including lead management and workflow automation features. The latter, for example, centers around a visual builder, which makes it straightforward to set up automations for repetitive tasks, such as sending follow-up emails or creating activities. However, it is worth noting that it does not natively support marketing automation, which may be a consideration for some teams.

Can I create my own sales reports with Pipedrive?

Although Pipedrive offers a range of pre-built reports, its custom reporting is where it truly shines. You can create highly visual reports to measure team efficiency, software effectiveness, and sales performance from a variety of angles, making it simple to understand the numbers behind your team's success.

Does Pipedrive have a mobile app?

Yes, Pipedrive offers a mobile app for both iOS and Android. The app provides a seamless experience, allowing sales teams to update deals, access contact information, and log activities on the go, making it an especially helpful feature for businesses with mobile sales teams.

How easy is Pipedrive to use?

Pipedrive's ease of use is one of the platform's core strengths. The CRM is known for its user-friendly interface and minimalist design, which helps users focus on their sales activities without unnecessary clutter. Its visual pipeline and drag-and-drop functionality are particularly intuitive. The platform also includes a smart contact data feature that automatically populates records with information from the internet, saving reps a lot of time on data entry.

Pipedrive CRM review: Summary

After thoroughly evaluating Pipedrive across multiple key areas, I believe this is a top-tier CRM platform with its visual pipeline interface and intuitive deal management tools standing out as significant strengths.

With its user-friendly interface and straightforward customization options, companies should have no trouble ensuring a healthy level of adoption even through the early stages of implementation. But while Pipedrive offers a solid range of integrations and a well-documented API, there's room for improvement in terms of advanced marketing automation capabilities. The customer support, though generally responsive and helpful, could benefit from more consistent quality and faster response times for email inquiries.

Overall, Pipedrive CRM is a strong choice for small and midsize businesses looking for an accessible yet feature-rich sales management platform. While there are areas for improvement, it delivers more than its share of value for the price point.

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