Herodesk
vs
SugarCRM
Herodesk
SugarCRM
Company size
Number of employees
Microenterprises (1-10)
Small businesses (11-100)
Medium-sized businesses (101-500)
Large companies (500+)
Microenterprises (1-10)
Small businesses (11-100)
Medium-sized businesses (101-500)
Large companies (500+)
Platform
Cloud service
On-premises
Mobile app
Cloud service
On-premises
Mobile app
Price information
Free trial
Module pricing
Subscription pricing
Licence pricing
Free trial
Module pricing
Subscription pricing
Licence pricing
Product features in Customer Service Software
Case status
Handling time
Live chat
Phone
Prioritisation
Self-help
Sentiment analysis
Smart division of labour
Standard reply
Statistics and reports
Tickets
Case status
Handling time
Live chat
Phone
Prioritisation
Self-help
Sentiment analysis
Smart division of labour
Standard reply
Statistics and reports
Tickets
Reviews
Based on 1 reviews
Based on 13 reviews
Ease of use
5.0
Collaboration with the supplier
5.0
Support and service
5.0
Range of features
4.0
Customisation and flexibility
4.0
Integration
5.0
Value for money
5.0
How satisfied are you overall?
5.0
Ease of use
4.6
Collaboration with the supplier
4.8
Support and service
4.1
Range of features
4.5
Customisation and flexibility
4.2
Integration
3.8
Value for money
4.6
How satisfied are you overall?
4.7
Reviews
Pros
What I appreciate most about Herodesk is the combination of ease of use and flexibility. The platform gives us a strong overview of customer dialogue across channels, and the automation options have made it much easier to scale our support without compromising on quality. At the same time, the implementation has been fast and the adoption in the team has been high.
The switch to Sugar Sell and even more so Sugar Serve has allowed us to completely change how we use our CRM. Now we have a database that we can pull reports from and allocate processes to. Serve with CJP and BPM allows a strategic process with automated steps that need to be followed in order to reach the next step. This means that important steps are not missed. For the user, it's streamlined and user-friendly too. Well done!
Easy to use. Navigating is super easy. The user interface is nice. The support is great. I like their Dashboard.
Reviews
Cons
There are a few advanced features, especially in reporting and workflow setup, that take some getting used to in order to fully utilise. We've also found that some customisations require dialogue with support, but they have been quick to help.
The dynamic reports need more options for graphs. I also miss detailed year-to-year reports.
Some plugins don't work very well. Especially third-party plugins. The cost to get started is quite high. It's not very customisable, but on the other hand, there are a lot of features. Sometimes it can lag a bit and take time to load. The support is slow sometimes, but they still try to solve the problems.
