High Level of Frustration with Zoho CRM Support Reponsiveness

High Level of Frustration with Zoho CRM Support Reponsiveness

I want to make the support team for Zoho CRM aware of a growing level of frustration with the lack of timely and appropriate response to customer issues.

Many of the participants here are responsible for administering the CRM programs for our respective companies. We are judged by our employers and by our internal customers by how well Zoho CRM works and by how quickly we can address issues when they occur. We have a very personal stake in the successful deployment of your product.

The Support by the Zoho CRM staff is - frankly - making many of us look bad. But even worse, the lack of responsiveness hurts our productivity and our ability to use the product as it was sold to our companies.

We cannot tell our users when requested features my be implemented. We do not have the full functionality promised by the Zoho product description - despite multiple Zoho Meeting sessions, phone conversations with Zoho CRM support staff and postings in the forums.

Phantom glitches appear and disappear with little or no explanation why. Promised fixes never materialize. Postings to the forums go for days or even weeks without response by Zoho staffers.

It has come to the point where I feel that I cannot rely upon promises made in these forums by the Zoho support staff. Months ago we were promised that Zoho would implement some sort of change log or Development status report so that we can make plans for managing our implementations and to establish usage and training policies.

The ownership of my company is losing patience and I have been instructed to evaluate alternatives to Zoho CRM. I would prefer to stay with a platform that I have been working on for close to a year. PLEASE give me and the other Zoho CRM users some feedback that we can use to do our jobs properly and make our Zoho CRM deployments successful. I can live with a continuously evolving product - as long as I have an idea of how it is evolving and when it will be chganging.