Zendesk Sell (formerly Base CRM) is a customer relationship management (CRM) software designed specifically for salespeople. It provides users with an all-in-one platform where they can perform tasks such as sales tracking, lead contact management, and task management. Its pricing ranges from $25 to $249 per user per month, and it is best for users subscribed to other Zendesk solutions.
Zendesk Sell Pros and Cons
Part of Zendesk’s ecosystem of solutions and software
Lacks live chat and SMS tools
Great onboarding process and helpful customer support
Experiences occasional system glitches
Has a built-in telephony system
Pricing options can be expensive for small teams; most affordable plan is limited to max. of three users
Who Zendesk Sell is Best For
- Users who want a built-in telephony system within their CRM software: The software offers an in-app calling tool for its users for those who want to keep track of the calls they make to their leads within the app. This service requires additional charges though, and users can pre-purchase credits from inside their account.
- Businesses that are subscribed to other Zendesk services: Zendesk Sell is part of the Zendesk ecosystem of software that includes Zendesk Support (integrated customer support), Zendesk Chat (live chat and messaging), Zendesk Talk (call center), and more—making it easier to integrate the programs together and sync data.
Zendesk Sell Pricing
Zendesk Sell’s pricing includes four subscription plans: Team ($25/user/month), Professional ($59/user/month), Enterprise ($125/user/month), and Elite ($249/user/month). The main differences between the plans include the limit to document storage size, pre-built reports, plug-and-play integrations, and users, as well as access to premium features such as task automation and product catalog.
Looking for a free, easy-to-use CRM? Try Freshworks CRM.
Last updated on 04/07/2020
*Annual plans are paid in full at the beginning of the billing cycle.
Zendesk Sell’s Team plan is its most basic plan. It offers an allocation of only three users, a limit of 2GB storage per user, and one sales pipeline. Features included in the plan are data imports, calendar and email integrations, appointment setting, and text messaging and call tracking. Subscribers of the plan may also access their account through its mobile app.
The Professional plan builds on the features of the Team plan. There is no user limit in this plan and each user gets a 5GB storage size allocation. It also only has one sales pipeline. Additional features in this plan include bulk emailing, a lead capture form, Mailchimp and Zapier integrations as well as sales forecasting and goals tracking.
The Enterprise plan builds on the Professional plan. It also has no user limit, but offers an increase of 10GB storage size allocation for each user. It provides two sales pipelines and additional features such as lead and deal scoring, task automation, email sentiment analysis, role-based permission, activity reports, and an integration with Hubspot.
The Elite plan is Zendesk Sell’s most advanced subscription option and offers users with no limits to the number of users and a 25GB data storage allocation per user. It has mostly the same features as the Enterprise plan with some remarkable additions such as unlimited number of sales pipelines, premium customer support, Single Sign-On (SSO), advanced sales insight reports, and success insight reports.
I signed up for Zendesk Sell’s free trial. Immediately upon signing in, a tutorial video flashed on the screen with an option to take a virtual guided tour. The dashboard displays all the essential information such as deals closed for the month, monthly revenue, top deals, revenue goal attainment, and appointments. I also find the dashboard clean, sleek, and visually appealing.
I looked through the various functionalities and found the leads tab interesting. The leads section displays the summary of lead outreach, including total leads, new prospects, working leads, and unqualified ones. All lead activities are sorted in a chronological order of last activity date. You may also filter your leads by company, status, ownership, and last activity date.
One thing lacking, in my opinion, is pre-loaded data samples. The account dashboard is empty and data-free, which makes it hard for new users with no experience to easily envision how the software works upon initial use of the software.
Zendesk Sell Alternatives 2020
Best CRM for Small Business
B2B businesses that need a customizable, robust, and competitively priced CRM with built-in phone
Small businesses that want a CRM with enterprise-class sales and support features
Businesses that want a free, no-frills CRM with basic features and unlimited users
Teams that want a user-friendly and visual pipeline to manage sales
Organizations seeking free lead & management software with integrated reporting
Zendesk Sell Features
Zendesk Sell provides an extensive set of CRM tools designed specifically to help you manage your customer relationships better and continuously grow your business. Below are its key features.
Sales Email Intelligence
The Sales Email Intelligence functionality offers you various email automation tools that include email tracking and email notifications. The email tracking feature enables you to keep all your email communication in context, instantly log and record all your lead and contact-related emails, whether they are sent to your inbox or in the Sell user interface. The email notifications let you receive real-time push notifications and alerts when a prospect reads or clicks on your email so you can reach out to them at the right time.
It also offers activity reporting which allows you to get access to out-of-the-box reports that examine key metrics like email count and outcomes, so you can maximize your email conversations and selling techniques.
The Native Dialer feature enables you to easily make calls from within the system by just clicking on any phone number to place a call, or easily generate call lists for rapid automated dialing. It also allows you to instantly log and record any outgoing or incoming calls and reference them any time, all within the context of the appropriate lead, contact, or deal, as well as provide you scripts and notes for efficient lead follow-ups.
Aside from calling, you may also send text messages from the system. If you reach a prospect’s voicemail, you can follow up with a text, and track and attach all your SMS messages to your lead, contact, and deal cards.
The Sales Prospecting feature is designed to increase your conversion rate by letting you create targeted prospect lists, identify the right professionals in each account, and easily look for prospects across multiple channels. Through this functionality, you can also build targeted lead lists using industry, company size, role, and automate your outreach with the software’s integrated communications tools.
Which CRM Provider is Best for You?
Most Helpful Zendesk Sell Reviews
Most Zendesk Sell reviews found online are positive. Users highlighted its great onboarding process and reliable customer support. Concerns raised by users include lack of customizability options.
Most helpful positive review: Provides great and customized onboarding session
“Zendesk Sell did a great job of customizing its demos for what we were looking for. It didn’t just show us the standard demo that are cookie cutters for every sales conversation it had. They also did a great job in offering professional opinions for certain steps in our process and how to make the most of their tool with new features that we didn’t have with our previous CRM system. It was great with the implementation process and answering our questions along the way. It even did all of this through its own change from Base to Zendesk Sell.”
Most helpful negative review: Lacks customization options
“Horrendously rigid for this day and age. It’s near impossible to make any record look the way you want it. You have very few different record types and they will look how Zendesk Sell wants them to look. No custom options of any type.”
Zendesk Sell Frequently Asked Questions (FAQs)
What plan can I try upon signing up for a free trial?
You will be given free access to Zendesk Sell’s most advanced plan, Elite, for 14 days.
What types of resources are available for new users?
Zendesk Sell provides new users with an extensive pool of educational resources to help them maximize the use of the software. These resources include webinars, online training and tutorials, resource library, knowledge base, and Zendesk Sell’s blog.
Can I integrate third-party apps with my Zendesk Sell account?
Yes. Some of the system’s popular integrations include Slack, Mailchimp, QuickBooks, and Shopify. You may visit its Apps page for a complete list of third-party software that you can integrate.
Our Top CRM Provider Picks
If you are not sure if Zendesk Sell is right for you, this article on the best CRMs for small businesses is a review of our top choices. Our team looked at a variety of solutions and narrowed down our recommendations based on price, features, and ease of use.