Capsule CRM vs Zendesk Sell

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Our analysts compared Capsule CRM vs Zendesk Sell based on data from our 400+ point analysis of CRM Software, user reviews and our own crowdsourced data from our free software selection platform.

Capsule CRM Software Tool
Zendesk Sell Software Tool

Product Basics

Capsule CRM is a cloud-based solution for small to medium businesses. It helps foster customer relationships with features like email marketing, website personalization, social media service, automated reminders and more. Organizations can enter basic contact information, pipelines, goals and budgets and start building an in-depth, personalized pipeline with full access to customer details.
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Zendesk Sell (formerly Base, acquired by Zendesk in 2018) is a web and mobile-based application that helps businesses manage their sales, marketing and customer service operations seamlessly.

With a sales automation module, pipeline visibility, communication management and insightful reporting, it is usable by both B2B and B2C businesses to cut down on manual overhead expenses and improve operational efficiency and accuracy.
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$18/User, Monthly
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Tailored to your specific needs
$19/Agent, Monthly
Get a free price quote
Tailored to your specific needs
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Chromebook
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On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
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Live Online
Videos
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Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
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24/7 Live Support

Product Insights

  • Cloud Hosting: Eliminates downtime and lagging due to updates, while gaining easy access to the latest version online with a seamless sync of data and activities. 
  • Mobile Accessibility: Enable remote task management with accessibility on all mobile devices and tablets through native iOS and Android apps. 
  • Integrations: Connect with over 50 pre-built NHS integrations with solutions for customer support, email marketing, accounting and more. An open API creates add-on services and integrates with other applications as needed. 
  • Data Safety: Ensure data safety through SSL-encrypted servers hosted in Amazon’s data centers. Periodic backup of data keeps information safe and secure. 
  • Dashboard: Get updates on the current status and historical trends of KPIs, such as sales opportunities and milestones, with an easy-to-read, real-time visual interface. 
  • Customization: Easily customize using fields, tags and branding options to meet business needs. Measure sales processes with quantifiable milestones for each stage of the pipeline, which in turn can be used to generate revenue forecasts. 
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  • Complete Organizational Visibility:  Zendesk Sell offers complete visibility into sales, marketing and customer support departments, giving users real-time updates on priority tasks, performance and progress. 
  • Better Productivity:  With sales and communication automation and a central system to keep track of sales, marketing and customer support activities, users can improve their efficiency and productivity. 
  • Improved Customer Relationships:  Centralized contacts and interaction histories and live chat support functionality helps users reduce their response time to customers and provide better customer services. 
  • Mobile Access:  Zendesk Sell can be operated through iOS and Android devices, making it possible for users to manage work updates on the move. 
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  • Contact Management: Stores and tracks information corresponding to all contacts, including opportunities, leads, vendors and customers. Contact and communication information is shareable on a company-wide, team-wide and individual level, making collaboration seamless. 
  • Document Management: Enables publishing, storing, editing and sharing documents like agreements, proposals and more via a central platform. 
  • Tasks and Calendar: Manages and tracks tasks and activities that get synced with the calendar to manage daily schedules. Routine tasks can be set on periodic repetition and processes can be defined using interlinked tasks. 
  • Sales Pipeline: Provides a complete view of the sales pipeline and manages sales opportunities by tracking critical stages, values and probabilities of closing a deal. 
  • Reports: Monitors every aspect of the sales cycle from sales data to pipeline insights and activity stats to aid data-driven decisions. Rule-based success factors support generating revenue forecasts. 
  • Teams & Roles: Allows creation of teams, lead assignment and new opportunities to designated sales representatives for project management. Managers can control access based on the user, user role, groups and more. 
  • Customer Support and Case Management: Offers a dedicated customer support portal that tracks and resolves issues. Create and share a knowledge base to address common questions by customers and manage call center activities for faster response time and higher customer satisfaction.. 
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  • Database Management:  Zendesk Sell saves contacts and lead data in a simplified visual manner. Users can also import and export data sets, use advanced search and filtering options and segment data on custom parameters for better targeting.  
  • Opportunity Management:  Users can manage opportunities with layered segmentation based on filters like demographic, deal size, rate of engagement and more. Leads are also scored to predict their probability of conversion, helping users focus their efforts on closing deals faster. 
  • Pipeline Management:  The platform offers a visual representation of the sales pipeline, with details like the number of leads across each stage in the buyer journey, the deal size, estimated revenue, current revenue, number of deals won and more. 
  • Quota Management:  Managers can view lead quotas assigned to each team member and their progress toward goal. They can also assign leads to the team members on a round-robin basis or on rule-based engines to match each lead’s best fit. 
  • Activity Tracking:  Zendesk Sell offers activity tracking and calendar integration so that important tasks like calls, meetings, appointments and scheduled communications are copied to the calendar with timely reminders. Managers can also set up tasks and goals for team members, track their progress against deadlines and follow up on subsequent actions when required. 
  • Performance Management:  Managers can track all team members’ performance against goals, deadlines and assigned leads. 
  • Collaboration Management:  Zendesk Sell helps teammates and team leaders collaborate on projects through tagging and sharing contacts, templates, documents and notes. 
  • Document Management:  Users can store, organize and share documents in various formats such as texts, presentations, images and audio with other team members. 
  • Workflow Management:  Users can standardize their sales process and automate parts of it through rule-based engines that initiate event-triggered actions. This helps the salesperson focus on closing the deal rather than managing data and scheduling communication manually. 
  • Call Management:  Users can call leads and prospects using an automatic dialer. The software also enables call scripting and records calls for further analysis and iterations. 
  • Chat and Training Support:  Zendesk Sell offers a chat portal to help users resolve customer queries. Users can also create a knowledge bank for their customers with frequently asked questions, video tutorials, presentations and supporting documents. 
  • Email Marketing:  Users can sync their existing email accounts with Zendesk Sell to send targeted and personalized emails to their clients. With pre-built templates to cater to contacts across the buyer journey and retention cycle, email tracking for open-rate, click-rate and response-rate and detailed reports for mass mailing campaigns, Zendesk Sell offers full email marketing support to its users. 
  • Custom Forms:  Zendesk Sell offers customizable web forms that can be integrated into the website, landing pages and social media campaigns for customer surveys and lead generation. 
  • FEATURE: Sales Forecasting: The platform provides detailed insights on current and past sales trends and key metrics and uses predictive analysis to forecast current versus expected revenue. 
  • Reporting and Statistics:  Zendesk Sell offers various reports on funnel movement, employee activity and performance management, sales performance and marketing effectiveness. These reports can be further customized to parameters like date ranges, sales rep, source and more. 
  • Dashboard:  Zendesk Sell has a visual dashboard depicting all key metrics with accessible drag-and-drop features. Users can customize the way their dashboard looks and prioritize to-do lists, sales pipeline, performance charts and more as per their requirements. 
  • User Management:  Admins and managers can prepare an organizational chart, share it and grant role-based access to users. 
  • Offline Access:  Zendesk Sell offers limited offline access so that users can view all details, update progress against their task lists and attach notes and documents. Changes are synced to the platform once the network is connected again. 
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Product Ranking

#27

among all
CRM Software

#47

among all
CRM Software

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Analyst Rating Summary

we're gathering data
66
we're gathering data
82
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83
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100
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Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Capsule CRM
Zendesk Sell
+ Add Product + Add Product
Account And Contact Management Communication Channels Dashboards And Reports Document Management Lead Management Mobile Capabilities Opportunity Management Partner Relationship Management Platform Capabilities Product Management Quotes, Orders, And Contracts Management Sales Performance Management Team Collaboration 82 83 100 77 75 91 78 0 63 67 47 45 83 0 25 50 75 100
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Analyst Ratings for Technical Requirements Customize This Data Customize This Data

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User Sentiment Summary

Great User Sentiment 178 reviews
Great User Sentiment 723 reviews
88%
of users recommend this product

Capsule CRM has a 'great' User Satisfaction Rating of 88% when considering 178 user reviews from 4 recognized software review sites.

87%
of users recommend this product

Zendesk Sell has a 'great' User Satisfaction Rating of 87% when considering 723 user reviews from 5 recognized software review sites.

5.0 (9)
4.8 (26)
4.2 (52)
4.3 (406)
4.5 (91)
n/a
n/a
4.3 (129)
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4.6 (136)
4.2 (26)
3.4 (26)

Synopsis of User Ratings and Reviews

Customization: The platform’s adaptive nature and personalization options are an advantage, according to 71% of users who mention customization.
User-Friendly: It’s intuitive and automatically stores data about clients, as noted by 100% of users who reviewed this feature.
Tracking and Reporting: The solution allows custom tracking and offers robust reporting, as observed by 71% of users who mentioned these features.
Customer Service: The customer service is remarkable and offers instant support, with 60% of reviewers referencing support saying they were happy with it.
Integration: The platform integrations work seamlessly and can connect with all G Suite apps to make work easier, according to 60% of users who reviewed this feature.
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Easy to Use: Users appreciate the intuitive interface and straightforward navigation, making it simple to learn and use effectively without extensive training.
Customization: The platform offers a high degree of customization, allowing businesses to tailor the system to their specific workflows and sales processes.
Integrations: Zendesk Sell integrates seamlessly with various third-party applications, such as email marketing tools and customer support platforms, enhancing overall efficiency.
Mobile App: The mobile app enables sales teams to access crucial information and manage deals while on the go, promoting productivity and responsiveness.
Reporting and Analytics: Robust reporting and analytics tools provide valuable insights into sales performance, helping businesses track progress, identify trends, and make data-driven decisions.
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Not Cost-Effective: Out of the total users who mentioned the cost, 60% suggested the platform gets expensive as the number of users increases.
Restricted Free Version: The free version is only meant for two users and 250 contacts, and 71% of users referencing the free version stated that it restricts functionality.
Not Mobile-Friendly: The mobile app isn’t very user-friendly and could use some updates, according to 66% of reviews mentioning the app.
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Limited Customization: Users have expressed frustration with the inability to tailor Zendesk Sell to their specific workflows, especially when it comes to building custom objects and modifying existing fields. The platform's rigidity can hinder efficiency for businesses with unique processes.
Reporting Challenges: Generating customized reports and extracting meaningful insights from data can be cumbersome. Users often find the reporting tools to be inflexible and lacking the depth needed for comprehensive analysis.
Mobile App Limitations: The mobile app's functionality falls short of the web version, with limited features and occasional performance issues. This can be a significant drawback for teams that rely on mobile access to customer data.
Learning Curve: Zendesk Sell's interface, while generally considered user-friendly, can present a learning curve for new users due to its extensive features and functionalities. This initial complexity may require additional time investment for onboarding and training.
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Capsule offers cloud-based tools, including customization options for fields, tags and branding. The platform has limitations in terms of marketing integrations, cost against the features offered and the free version offers limited functionality, contact records and users. However, it offers a well-versed support team along with potent tracking and reporting features that enhance the user experience. Reviews also noted its intuitive nature and G Suite integration as strengths. Businesses looking for structured sales processes with configurable milestones should consider Capsule.

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Zendesk Sell, a customer relationship management (CRM) software, has elicited a range of user feedback over the past year. While some users appreciate its user-friendly interface and seamless integration with other Zendesk products, others express concerns about its limitations and cost. The software's strengths lie in its intuitive design, making it accessible even for those new to CRM systems. Its integration with Zendesk Support and Zendesk Chat streamlines workflows and enhances team collaboration. However, some users find the features offered by Zendesk Sell to be less comprehensive compared to other CRM solutions, particularly in areas such as marketing automation and advanced reporting. Additionally, the pricing structure may pose a challenge for smaller businesses or those with limited budgets. Zendesk Sell appears well-suited for businesses already invested in the Zendesk ecosystem, as it complements existing workflows and leverages familiar interfaces. Its ease of use makes it a viable option for small to medium-sized businesses seeking a basic CRM solution. However, larger enterprises or those requiring advanced functionality may need to explore alternative options that offer a broader feature set. Ultimately, the decision of whether Zendesk Sell is the right fit hinges on a business's specific needs, budget, and existing software infrastructure.

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