Zoho SalesIQ

Score8.6 out of 10

43 Reviews and Ratings

What is Zoho SalesIQ?

Zoho SalesIQ is an AI-powered live chat and analytics platform that promotes proactive customer engagement. It offers sales, marketing, and support teams a tool, with features to communicate with visitors throughout the customer lifecycle.

Zoho SalesIQ can be used by businesses of all sizes across all industries.

Zoho SalesIQ offers:

A detailed list of visitors sorted based on the criteria that matter to businesses
A codeless website chatbot builder used to build a chatbot for websites without writing a single line of code
In-built audio call and screen share features to solve complex queries
Proactive chat triggers to reach out to customers at the right touchpoint
Instant messaging channels like WhatsApp, Instagram, Facebook to bring all customer communication into a single dashboard

Categories & Use Cases

Media

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Screenshot of Performance metrics

Verified User

Manager in Customer Service (51-200 employees employees)

Pros

The mobile app is fantastic so our agents can pick up support queries even on their phones.
It integrates really well with Zoho Desk and Zoho CRM. We use Zoho desk for our ticketing queries and it is really easy to convert a SalesIQ chat to a ticket for further support.
It also captures some very useful extra data on users (like their location, device etc) which can be useful for both troubleshooting and sales related purposes.

Cons

I really like the mobile app but on Android we have faced a few issues where the chat ringer will either not ring or continuously ring until we restart our phone. It doesnt happen often, thankfully.

Most Important Features

Integration with Zoho CRM and Zoho Desk
Automated messaging with triggers to engage users that visit certain, specific pages.
Good reporting structure.
Ability for admin/super users to take over chats from agents. This is really great if you have Subject matter experts that can take over important chats.

Return on Investment

It has significantly reduced the number of phone calls and emails we used to get. Chat is more convenient for our users. It also means we can provide support with fewer agents as a single agent can work on multiple chats (unlike phone support).
Ability to catch and engage with new users that are potential leads has also improved our overall sales program.
Letting admin take over chat seamlessly without a transfer lets us provide a better quality support experience to our more important users.

Alternatives Considered

tawk.to

Other Software Used

Zoho CRM, Zoho Desk, Zoho Campaigns, Zoom, Calendly, OneNote, Basecamp, Microsoft Teams

Humayun Farooqi View profile

Customer Success Manager in Customer Service at Tarsil.pk (1-10 employees employees)

Use Cases and Deployment Scope

We have integrated Zoho SalesIQ with our company website to connect our website visitors to a live agent in case the visitors are interested in more details of our product or would like to immediately start using our application demo. It is being used by the sales and customer success teams currently, however, we do plan to integrate it with our cloud application as well so that existing customers are able to get live support from the technical teams for problems being faced while using the application. We have also integrated Zoho SalesIQ with our demo videos website in case hot lead customers want to connect with the customer success teams if they still have unanswered queries.

Pros

It easily provides a simple widget code with a few clicks once you decide to integrate it with your website or application.
You are able to check live website visitors' page visits so that the corresponding subject matter experts can get ready to respond in case they decide to chat.
It gives locations of website visitors as well as for how long have they browsed the web pages and if they are returning or new leads.
Live chat agents can easily respond to visitors on the go via the android application that notifies the agent of incoming chat queries to which they can respond or leave it to other agents.

Cons

Those features that are not supported by the plan you are using should be removed from the front end as they are taking up space and usually are a distraction to the users.
The help to the keyboard shortcuts should be prompted while using the application instead of having to visit the help menu again and again.
There is a distracting awful looking orange notification icon that keeps appearing on the top right corner of the application if you have downgraded your plan, this should be shifted to the sliding bar.

Most Important Features

The user-friendly desktop and android applications have proved very useful for our organization.
The ability to have all chat agents receive notifications of chat requests as well as limiting the number of concurrent chat requests per agent is a very necessary feature as we do not always have all chat agents available to take chat calls.
The option of having up to 3 operators registered with most of the features accessible in the free plan of Zoho SalesIQ has been the main decisive factor as our organization currently cannot afford the payment plans.

Return on Investment

We have almost 10+ hot leads and chat requests on our website, which were previously being lost due to not having the proper tool to handle them, which has been the main impact on our application Sales after having used Zoho Sales IQ for almost one year for our business.
As the free plan of Zoho SalesIQ has fulfilled our current sales and customer success requirement, we have been able to invest the costs saved on other keys business marketing requirements like digital marketing, etc.
Having the ability to check the number of page visits and time spent on the most visited pages has helped our product teams on working and improving all such content that is essential for generating and capturing hot leads.

Alternatives Considered

Bitrix24 and Agile CRM

Other Software Used

Zoho CRM, Zoho Forms, Zoho Desk

Farren Mare

CTO (Chief Technical Officer) in Information Technology at Wamly (1-10 employees employees)

Use Cases and Deployment Scope

We use Zoho SalesIQ mainly to provide support to our clients and their users on our web-based application. This is primarily used by our support department but we have plans to implement this as a part of our sales process as well. Zoho SalesIQ has enabled us to build an automated bot that provides support to our users outside of business hours and when we are back at the office, the human operators take over. Super effective!

Pros

Automated bot.
Screen-sharing & remote assistance.
Customization.

Cons

Deeper integration with Zoho Assist.
Integration with 3rd Party ticketing systems not in Zoho family of products.
Updated scripts to match Zoho Creator.

Most Important Features

Custom bots.
Integrated remote assistance.
Price.

Return on Investment

Reduced the support staff required to man the chat.
Increased our effective support availability.
Helps us to maintain a great ratio of system use vs support queries generated from system use.

Alternatives Considered

Freshdesk Messaging (Formerly Freshchat), tawk.to, Intercom, Pure Chat and Ngage Live Chat

Other Software Used

Freshdesk, Vtiger, unbounce, ActiveCampaign, Atlassian Jira Align (formerly AgileCraft), Atlassian Confluence, Twilio, Pepipost

Max Pollak View profile

Director of Marketing Technology in Marketing at Millennium Marketing Solutions (11-50 employees employees)

Pros

Tracks user behavior
Identifies users through multiple sessions
Easy to set up
Easy to edit certain things

Cons

Overall it's a very simple tool that doesn't offer a lot of complexity or expanded tools
Even though it's all in the Zoho family, it doesn't work seemlessly with CRM or other Zoho products
Not always the best at identifying similar users across different browsers, devices, etc

Most Important Features

Anonymous website tracking and syncing
Customer mapping
Passing information into CRM and Forms

Return on Investment

It had a negative ROI as our team wasn't fully ready to onboard the tool and utilize it to its fullest.
We tried training and working with their support to train our staff, but it was too complicated for everyone and Support wasn't helpful.

Alternatives Considered

SharpSpring, HubSpot CRM, HubSpot Marketing Hub and Marketo Real-Time Personalization

Other Software Used

Google Ads (formerly AdWords), Facebook for Business, Google Data Studio

Jessica Bwire

Communications Director in Customer Service at Savvy Caretaker (51-200 employees employees)

Pros

Zoho SalesIQ has an option of developing up an AI messaging.
Customers behaviors and demands are identified.
Zoho SalesIQ has a live chat which is excellent and fantastic.

Cons

The software fails to know when one visits the site through a mobile application.
Zoho SalesIQ free version has limited features.
Understanding UI sometimes is hard/complicated.

Most Important Features

Successful and Efficient UX
Automated chat responses and live messaging.
Traffic monitoring and comprehensive reporting.

Return on Investment

The increment of clients through website engagement.
Cost of Zoho SalesIQ is minimal and sales from the tool are significant.
Zoho SalesIQ conducts analytics, which we could have purchased another software.