Failed customer support at zoho might force us to go back to salesforce
I work with a small biotech company and whilst we are new customers, I am seriously considering switching back to salesforce as the lack of customer support has been disappointing to us.
Despite my annoyance, I believe if you understand our business model, you can appreciate the complexity we are in and maybe suggest a proper solution, in the professional edition, instead of the short abrupt emails I get in return.
Our company contacts people from different firms offering out a service. We have a growing database of +2500 contacts who we regularly contact. This 'master list' also includes historical contacts who we do not do business with directly but refer us to people, within the same or other companies, who might help in our business making it essential to know which company they are working with or have worked with, as is the variant nature of the biotech industry itself. T
hese +2500 contacts, we contact twice in a year to send updates and new innovations in our company. Of this 'master list' only 10% contacts actually reply. These include 7% who, after getting a quote might choose not to progress working with us and only 3% actually end up having business dealings with us.
It is important to us, to keep a detailed record of all the communication made with these contacts as well.
Accounts would be the companies we work with. When we open up the accounts, we would like to see all the contacts from that company: those who do not reply ('master list'), those who do (which happens often as one department might want our services while another might not) and the email communication that has been made with the people from this company. Take for example GSK. We know 50 people working with GSK all working in different countries. They have operations in different continents
and all their operations are very isolated. So R&D in US does not communicate with R&D in Japan. But if there is a conference hosted by GSK, where the R&D directors of US (who we have emailed and communicated with very much) and Japan (who has had emails but has never responded to them) will be coming, we would like to see all our GSK contacts in the accounts. This might include the CEO who accepts our communication but never replies and the other directors who might reply. But the CEO is an important person and needs to be in the accounts nonetheless, regardless of if he is a leed or not.
Please explain and address the following
issues we have so far faced with ZOHO:
- How can we keep a record of emails sent out of zoho on our outlook as there is none in the sent folder here on the email tab.
- How can we have a relationship to allow seeing all the contacts, leeds and potentials in the accounts section?
- Is it possible for a smoother transition such as a convert or create button on the leeds page as currently we have to submit information completely brand new on a new potential page. Can it not auto pick up for a certain company?
- The customer support number 888 900 9646, is engaged. We would like a number for Europe contacts. Or better yet can you call us? Do you do this for new customers to make sure they are satisfied when we sign us up with you?
- Customisation of the tab names creates confusion when using the add on on outlook. When we take the effort to sign into zoho outlook add-on, should our preferences/customisations not be picked up as well?
- I know your spreadsheet view will not pick up the filtering accounts as the search engines. But do you not agree that with a +2500 list clicking on a forward button until you get to the particular spreadsheet we need is tedious. Either enable your spreadsheet to pick up the filters and show only the records of interest or show at least number of page's arrow or something where we do not have to click a forward arrow 20+ times until we get to the record of interest.
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