Zendesk Sell CRM review: An in-depth look into its features, pricing, and suitability

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For almost two decades, Zendesk has helped small and medium-sized businesses (SMBs) and enterprise-level businesses maximize their customer relationship management (CRM), thereby increasing their productivity and revenue. Zendesk is headquartered in San Francisco and trusted by more than 160,000 customers across 160 countries. 

Zendesk Sell CRM software helps sales, marketing, and support teams work together to turn leads into returning customers by automating sales processing and ensuring that each contact receives personalized and strategic responses while interacting with the business. The CRM tool also integrates with other day-to-day software and provides plans for different businesses. All rates and fees are current as of May 23, 2024, and are subject to change.

Zendesk Sell service plan overview

Zendesk Sell offers four plans: Sell Team, Sell Growth, Sell Professional, and Sell Enterprise, so it can enhance your sales pipeline management and customer interaction, whether you’re a startup or an enterprise-level business. As expected, the higher your chosen plan, the more features you’ll get, with the Enterprise plan offering unlimited sales pipelines, sequences, and more. While there’s no free plan, Zendesk provides a 14-day free trial that allows you to test drive all Zendesk Sell features without commitment or even entering your credit card details.

Plans Free trial Features Pricing
Sell Team Yes, 14 days Two customizable sales pipelines
Task and appointment setting
Email and calendar integrations
Email tracking, call tracking, call recording, and text messaging
Team document repository 
Prebuilt sales dashboards
Smart lists and templates
Data import and export 
Robust application programming interfaces (APIs)
Single sign-on (SSO)
$25 per user, per month
Sell Growth Yes, 14 days All Sell Team offerings and: 
Advanced and custom sales reports
Sales forecasting and goals tracking
Prospecting and enrichment credits
Email sequences 
Unlimited email templates and personalization tags 
Business phone number
Advanced activity reports
Goals tracking
Sequence reporting
Product and price book
$69 per user, per month
Sell Professional Yes, 14 days All Sell Growth offerings and: 
Lead and deal scoring
Task automation
Advanced roles and permissions
Company hierarchy tree
Customized notifications 
Automated power dialer
Call scripts
Link sharing
$149 per user, per month
Sell Enterprise Yes, 14 days All Sell Professional offerings and: 
Unlimited sequences
Unlimited sales pipeline
Direct dial phone number
Company technology stack
$219 per user, per month
Sell Team
Yes, 14 days
Two customizable sales pipelines
Task and appointment setting
Email and calendar integrations
Email tracking, call tracking, call recording, and text messaging
Team document repository 
Prebuilt sales dashboards
Smart lists and templates
Data import and export 
Robust application programming interfaces (APIs)
Single sign-on (SSO)
$25 per user, per month
Sell Growth
Yes, 14 days
All Sell Team offerings and: 
Advanced and custom sales reports
Sales forecasting and goals tracking
Prospecting and enrichment credits
Email sequences 
Unlimited email templates and personalization tags 
Business phone number
Advanced activity reports
Goals tracking
Sequence reporting
Product and price book
$69 per user, per month
Sell Professional
Yes, 14 days
All Sell Growth offerings and: 
Lead and deal scoring
Task automation
Advanced roles and permissions
Company hierarchy tree
Customized notifications 
Automated power dialer
Call scripts
Link sharing
$149 per user, per month
Sell Enterprise
Yes, 14 days
All Sell Professional offerings and: 
Unlimited sequences
Unlimited sales pipeline
Direct dial phone number
Company technology stack
$219 per user, per month

If you’re a solopreneur or a small business with a small team, we recommend the Zendesk Team plan. While this plan is lean on advanced features, its prebuilt sales dashboards, smart lists and templates, and customization options make it suitable, especially if you’re starting out. Also, this plan enhances workflow by allowing you to set tasks and meetings and integrate seamlessly with email and calendar apps. 

For as low as $19 for each user, Zendesk Team helps small businesses improve customer relations by allowing users to send personalized text messages to leads from the platform. Other features that make the plan suitable for small businesses are email tracking, call tracking, and call recording, which help track and analyze sales processes.

Pros

  • Allows an unlimited number of users
  • Deal pipelines are customizable
  • Task and appointment scheduling enabled

Cons

  • Limited customizations
  • Lacks sales engagement tools
  • No sales forecasting or advanced reporting features

Other services Zendesk Sell offers 

Besides its core CRM offerings, Zendesk offers the following to improve your daily business operations and help you achieve your sales goals faster:  

  • Task and appointment scheduling: talk assignments and meeting reminders will improve your team’s workflow and prepare them for customer meetings. 
  • Apps integration: Zendesk Marketplace provides a rich stack of apps, including Office 365 to Google, Mailchimp, RingCentral, and Shopify, giving you all you need to relate with customers in one place. Zendesk’s API also allows you to connect to customized apps and other developers using the tool. 
  • Professional services: Zendesk offers hands-on consultation services to help you migrate data, customize apps, and extend the software’s capabilities so it can suit your business needs.
  • Technical account management: You’ll access a technical advisor to help you optimize Zendesk Sell’s features. 
  • Mobile functionality: Zendesk Sell is compatible with iOS and Android devices, allowing you to interact with customers on the go. 

The Zendesk Sell platform and customer support 

We found Zendesk Sell to offer an intuitive interface. Your account information and the tools you need to turn leads into sales are in one place, and the platform is easy to set up and use, even for beginners. Navigating the platform is also smooth—whether you’re on your desktop or mobile device, you’ll get a complete view of your contacts and can streamline communications with contacts and team members. 

Zendesk Sell also offers multiple help channels. The online help center is full of articles, guides, videos, and frequently asked questions (FAQs), and there’s a community of Zendesk users who can help you set up, use new features, and resolve issues. Then, you can create a ticket if you want an agent to contact you via email. 

The Z Bot from the live chat button also leads you to helpful resources and connects you to an agent when necessary. Meanwhile, you can only chat with a live agent if you’re already a Zendesk customer. 

Is Zendesk Sell secure?

Shopify, Uber, and others use Zendesk because the software secures customer data in transit and at rest. Zendesk combines security technology features, such as AES-256 key encryption, regular comprehensive audits―third-party penetration tests and intrusion detection―and integration with Cloudflare edge protection networks. It also follows best practices and industry standards and holds membership with country and industry-specific groups to ensure customer data protection and compliance with specified standards. 

To fortify customer data further, Zendesk performs security reviews and background checks on all vendors and employees, and its globally distributed security team is available 24/7 to respond to security alerts. 

Our Zendesk security history research revealed two incidents between 2016 and 2022 that exposed customer data. Zendesk took security measures immediately, such as rotating agents’ passwords, adding more security features―single sign-on (SSO) and multifactor authentication (MFA)―increasing security monitoring, scanning, and lagging to the CRM, and recommending security steps to customers. It also determined and confirmed that the information accessed belonged mostly to inactive or expired accounts.

Zendesk Sell user reviews

Overall, we received more positive reviews from Zendesk Sell customers. Most users applaud Zendesk Sell’s user-friendliness and all-in-one platform. However, some complained that Zendesk’s competitors provided more detailed reports. 

Also, the software slows down its productivity with its slow load times and the glitches that follow third-party integrations. There were also complaints about customer agents being hard to reach or unhelpful in resolving issues.

Compare Zendesk Sell alternatives

The Zendesk Sell logo.
Zendesk Sell
The Zoho logo.Zoho The HubSpot log.HubSpot
Base monthly cost per user Base monthly cost per user Base monthly cost per user
Starting at $25 per month Starting at $20 per month Starting at $15 per month
Maximum number of users Maximum number of users Maximum number of users
Unlimited Unlimited Unlimited
Free trial length Free trial length Free trial length
14 days 15 days 14 days
Learn more

Is Zendesk Sell right for you?

Overall, Zendesk Sell works well for businesses looking to automate their sales process and retain more customers. The CRM platform provides an opportunity for sales teams to interact with customers and receive insight into their customer interaction so they can become more productive and make more sales. Its user-friendliness and integration capabilities also provide smooth usage. However, small businesses without a budget, especially with complex CRM needs should consider a Zendesk alternative. 

Frequently asked questions

What are the benefits of Zendesk Sell? 

Zendesk Sell benefits businesses in many ways. First, it automates sales processes, which increases a business’ sales efficiency. Second, its features streamline customer interactions and ensure no lead slips through the track, thereby increasing customer retention and revenue. Zendesk Sell is also affordable, and it allows you to switch to higher tiers as your business grows and your needs increase. 

What is the difference between Zendesk and Zendesk Sell?

Zendesk is an all-in-one customer service enhancement platform packed with sales, marketing, and customer engagement features. While Zendesk provides all of these functions, Zendesk Sell’s primary function is improving the efficiency of small and enterprise-level business sales teams with sales-specific features. 

Who uses Zendesk Sell?

Several businesses use Zendesk Sell. It doesn’t matter if you’re a solopreneur, a small company with a small team, or a large enterprise―Zendesk has what you need. The platform offers different packages, allowing you to choose between its simple marketing and sales automation and enterprise-level functions. Popular Zendesk customers include Four Seasons, Shopify, TESCO, and SIEMENS.

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