Good Intentions with Poor Execution

What are the best aspects of this product?

Zoho One offers access to a great suite of applications that are easily customizable, and in most cases, they can be integrated. All of this at a fairly reasonable price. There are many pleasing aspects to the design.

What aspects are problematic or could work better?

Customer support is a nightmare! The people who work for Zoho are very nice and they genuinely want to help, but they can't because Zoho is so disorganized. Zoho takes great pride in being a company of engineers that think sales is a dirty word. Unfortunately, this leads to ignoring the customer experience in the pursuit of new and better features. Each development group works in a silo. If you have a problem with mail and the CRM, you have to work with two different teams to find a solution, and too often one team will implement changes without checking to see if they will adversely affect the use of other Zoho applications. When I started using Zoho One, they told me that I'd have a concierge who would help. It's been over three months since I contacted my concierge about an issue that is still unresolved. All he did was tell me that he was going to connect me with a customer support team.

What features/services would you like to see in future versions of this product?

The best thing Zoho could do is offer one-stop customer support service with staff members who are trained and empowered to work across applications. The next best thing would be to ensure that any changes to an app work across all integrations before they are foisted upon the users.

What specific problems in your company were solved by this product?

We were using Zoho apps individually and we were hoping that moving to Zoho One would cut our costs, provide access to additional apps, and improve the integration between our apps. Our costs went up, and although we have access to additional apps, they are not working well together, and the time and frustration spent on seeking support has destroyed any potential ROI.

Are you a current user of this product?

Yes