WORKetc vs. Zendesk Sell

If you are looking for a way to organize customer data and projects across regions, then WORK[etc] will get the job done. For our company, the country is divided into 3 regions and each region has a team of workers in charge of providing ongoing support services to that region. WORK[etc] has organized our company exponentially and given us a solid database to pull from to ensure we're meeting contractual requirements, providing timely deliverables and staying ahead of the game. Because I only work in a service industry, I don't know if WORK[etc] would be appropriate for product based companies, However, if you were offering anything [product or service] that required online support, the system will function well.

Incentivized

I think that for a company that creates any sales and needs to house their client information, the Base is perfect. The price of the program makes it completely worth the investment. And to be able to use customizations makes it possible for any business that does sales use Base for their orders. I would say for companies that use legal contracts or binding contracts for their business, Base may be too simple for their needs. We work in tandem with a company that always has contracts going back and forth, and the build out of the customizations here weren't really going to work for them.

Incentivized

• Technical support with issues that arise for us - we have had a few glitches with the software as to how we want to use it and the WORK etc team have been on the ball with helping us and getting back to us with a resolution to the issue.
• Setup and configuration - we needed a CRM that was built for us and WORK etc was able to deliver for us.
• Super easy to work with and get to grips with.
• Our staff have had no problems with getting up to speed

• Integrates well with FullContact, Slack via Zapier, and Gmail and google calendar.
• Excellent mobile app for iPhone lets salespeople have data at their fingertips and enter notes at conferences, in elevators, wherever.
• Does all the basic things a salesperson needs to be productive, contacts capture, deal capture, documents, smart linking of contacts to deals, and nice reminder features.

Incentivized

• A little thing I'd like to see (haven't suggested it to WORK[etc] yet) is a bit more granularity in assigning new support tickets. It's very easy to assign one, or dozens. of new support tickets to a category and/or individual without having to open the tickets. I'd like to see that be a bit more granular, being able to assign a priority, deadline and/or client to each ticket without having to open the ticket. For all I know, that can be done now...as powerful as this program is, and as much as we customize it and use it daily, I believe we're only harnessing 2 or 3% of its capabilities.

Incentivized

• 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.

Incentivized

It is a major task to change your CRM system and the effort gets more significant the larger your business becomes. Changing is therefore not a decision I would take lightly. The system is working well for us and any problems are relatively minor in context so overall it works well for us. Oh... and the Worketc team will always listen to suggestions on how to improve!

The integration with the other Zendesk products is key. Allows other people in the company, such as support, to be involved in the sales process.

Incentivized

My staff hates it, our clients require transparency and you manual have to enter notes, billing is horrific, as it does not subtotal by type - so as a T&M shop there is no way to easily see how much was spent to each matter or service type.

I received about two hours worth of training on Zendesk Sell (formerly Base CRM). I will say it's a clean look and the ability to change views is extremely helpful. I do wish there were other features that allowed the views to be more simplistic. Some views can be overwhelming to look at. Nevertheless with the minimum training, I am still able to navigate through Zendesk Sell (formerly Base CRM) successfully due to the ease of usability.

Incentivized

It never let me down. The support team never let me down.

Incentivized

Always available and easy connection from Zendesk Support

Incentivized

It's just not as responsive as it was when we started out. I still love the product but I have to wait more than ever between screens and clicks. Not sure if its just that they need to upgrade their servers or what. I hope they do it soon though!! Hope this helps.

Never any latency issues

Incentivized

WORKetc offers maybe the best support in the business. Product documentation and training resources are outstanding. Support tickets or inquiries are answered quickly. If you do need to address an issue in person, it is easy to schedule a 15 or 30 minute live call with their fantastic support staff who are fast, friendly and skilled

Due to the ease of the product, I have not had the chance to reach out to support yet. I’ve had no reason. The resources provided to clients are extremely helpful and detailed. So far my questions have been pretty basic and I generally just ask my colleague or teammate. They're able to assist with the answer.

Incentivized

They know their stuff. They listen to your use cases. They get back to you.

Incentivized

This product has a great backing of users, but needs more options direct from Base CRM on all operations of the software. YouTube videos do a great job of helping implement, and the back end support is a great help as well. The CRM is a great free option, and should be treated as such.

Incentivized

The implementation of the system was fairly easy. Because of our previous experience with a similar system, we were ready and working on the product as soon as we announced the switch. The system also allowed us to simplify our processes by integrating timesheets and project management directly into our CMS.

Simple, and straight forward.

Incentivized

Solve360 was our previous tool. It worked fine to capture the information but not for our type of activity where we needed to have one client that may have multiple support issues, training plans, projects, and long term plans all moving at the same time. We tested Salesforce but the costs and integration weren't acceptable for us plus we would have to manage many more parts of the tool to add functionality.

Zendesk Sell is not as robust as other leading CRM tools I have used in the past like Salesforce. Salesforce is the market leader and is always leading the way in innovation. Salesforce objects management is better simpler and allows the user to customize different screens and have different dashboards for reporting reasons. This is definitely a good alternative to Salesforce especially if you are currently using any other Zendesk products like Zendesk support.

Incentivized

Everything is related. You can scale up your team rapidly.

Incentivized

Always on, always available.

Incentivized

• It has given us a way to create leads easily and follow-up with each of them appropriately. With the fact that you can set-up todo's for each lead that can remind you to follow-up on a specific date and time, it's helped increase our rate of making a successful sell.
• Thanks to the information that can be captured under each of our clients, we have better customer services since we are continually updated with all communication and news that we enter in the system.
• It has also helped with the overall organization of our communities and engagements. This makes us more efficient and keeps us ahead of the game for our various front facing services.

• 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.

Incentivized