Zoho CRM Plus is a comprehensive customer experience suite.
The suite is one of the most affordable, complete, and intuitive toolkits for customer-facing teams.
For starters, it includes CRM solutions for sales, service, and marketing.
However, as the name suggests, it includes much more than the core CRM applications.
With web tracking, project management, campaign management, social media, and analytics solutions, Zoho aims to package everything front-office teams need to engage and delight customers.
It might seem similar to Zoho One – Zoho’s unified cloud software suite – but there is a big difference.
Indeed, Zoho One also includes tools for finance, HR, and legal, alongside other middle- and back-office teams. Meanwhile, Zoho CRM Plus focuses solely on front-office departments.
However, CRM Plus customers can add apps, like Zoho Sign, to their bundles and expand the scope of their deployments.
The Zoho CRM Plus: What's Included?
The Zoho CRM Plus subscription has evolved significantly in the last couple of years.
Teams used to have only a handful of apps to choose from.
Now, they can mix and match more than a dozen different solutions. These are:
Zoho CRM
Zoho CRM is a unified platform that allows service, sales, and marketing teams to run independently while centralizing customer journey data and actions.
As the central solution within CRM Plus, it aims to combine all the data teams need to manage leads, accounts, contacts, sales forecasts, documents, reminders, and more.
Zoho CRM is also highly intuitive. It allows teams to redesign the look and feel of their CRM so that they can create a unique user experience.
It also offers the ability to create and embed custom functionalities via a no-code interface.
Yet, perhaps most notably, it aims to enable teamwork across CX functions. While that has made Zoho CRM popular amongst smaller businesses, the enterprise space is starting to stand up and take notice.
Zoho Desk
Zoho Desk is a case management system - or "ticketing system" - that unifies and organizes customer support tickets.
In doing so, it centralizes all customer requests to ensure nothing slips through the cracks.
Zoho Desk then routes the ticket through to the best-placed department and agent, who - via a native integration with Zoho CRM - can see all the information about the person and their case.
Key features include: automated ticket tracking, a self-service portal, a 360-degree customer view, automations and workflows, analytics, and reporting.
Zoho Sales IQ
Zoho SalesIQ is a customer engagement application that sales teams can use to learn more about their company's website visitors and communicate with them via online chat.
Additionally, it offers end-to-end visitor tracking and sales intelligence, with reports on visitor behavior, chat activity, and agent performance.
Zoho Sales IQ can also track and route customers, gather data from chat discussions, and automate processes with "Zobot" bots.
Additionally, businesses can set up automations based on visitor triggers, lead routing, scoring, and more.
For instance, a sales team could kickstart a chat automatically when a visitor clicks onto a specific page.
Zoho Marketing Automation
Zoho Marketing Automation is an "all-in-one" platform designed to take work off the marketing team's plate.
It does so in several ways. For example, it automatically captures new leads from various sources and isolates where they came from.
Moreover, Zoho Marketing Automation includes solutions to understand lead conversions.
Yet, these are single capabilities. There are various others to create campaigns, build customer journeys, and push leads into a sales pipeline.
Ultimately, the solution allows teams to develop customized marketing plans while offering a view into the ROI they generate.
Zoho Campaigns
Zoho Campaigns allows customer experience teams to send email campaigns to contacts and leads, create email sequences, and send out communications over other digital channels.
For campaign planning, the platform offers several impactful features, from A/B testing to the ability to dynamically adjust campaign audiences based on user behaviors.
Users can then set up campaigns, design their email by customizing templates, and send it off after a review.
From there, teams can run analytics on their campaigns, scanning delivery, bounce, open, and click rates.
One final feature to note is the ability to integrate with a commerce platform, enabling a connected, smooth click-to-buy experience.
Zoho Survey
As the name suggests, Zoho Survey allows brands to build surveys and gather customer feedback.
Users can leverage and customize survey templates before distributing them online. They can do the latter via email, online pop-ups, or a shareable link.
Also, with Zoho Survey, brands gain a high-level overview of each survey's take-up and completion rates, while exporting the data and sending it across the business via PDF.
If integrated with Zoho CRM, businesses can also send surveys directly from the CRM and monitor responses.
Finally, the Zoho Survey Hub tab lets users manage integrations, automations, and triggers. One common integration is to connect with Google Looker to track traffic, yet this is just one example of many.
Zoho Analytics
Zoho Analytics is a business intelligence (BI) platform. It allows businesses to pull data from various sources, including both Zoho and non-Zoho apps.
In doing so, users can report on, compare, and consolidate data in a centralized environment.
Zoho Analytics comes with many pre-built connectors, ensuring that it can integrate with most widely utilized solutions in marketing, alongside many in service and sales.
Most of these integrations don't require any custom coding.
Zoho Analytics can be used for several key functions, including data management, report generation, and dashboard creation and presentation.
Zoho PageSense
Zoho PageSense is a solution that allows businesses to track, analyze, and optimize their websites.
Users can set goals to track key website metrics and conversion funnels to find the pages that cause most visitors to drop off.
Additionally, Zoho PageSense includes heatmaps that show clicking and scrolling patterns, alongside session recordings. These help understand visitor behavior.
In addition, brands can A/B test website changes against conversions.
Lastly, the solution allows for personalized web visits, with customized experiences across targeted pages, which include relevant notifications.
Zoho Webinar
Zoho Webinar allows brands to schedule live or on-demand webinars, with a registration process and customized emails.
Innovatively, Zoho enables brands to stream webinars on YouTube, so they can expand their reach and bolster social media visibility.
For the webinar, presenters can share files, videos, and polls. They may also customize their virtual backgrounds.
At the end of the webinar, organizers can redirect attendees to specific webpages, inspiring them to act on the call to action.
Finally, post-webinar reports include attendance rates, engagement levels, drop-off metrics, and more.
Zoho Backstage
Zoho Backstage is an event management platform that aims to help planners stay organized and keep things on track.
