What’s The Most User-Friendly CRM Software? Capterra Report Shows.

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Tons of energy is put toward acquiring and retaining customers in any business, big or small. Using customer relationship management (CRM) software is one way to take the stress out of that process. However, finding a CRM to keep track of all those clients and prospects shouldn’t add stress to your day.

To assist in small and medium businesses’ searches for CRM software, Capterra’s Software Lab has evaluated some of the over 450 solutions on the market today and presented the top 20 solutions in our new Most User-Friendly CRM Software report.

kelsie-anderson-capterras-research-associate-headshotI asked Kelsie Anderson, Capterra’s research associate to share the results with us.

In such a competitive and growing market, these 20 systems stood out from the rest in terms of usability, customer services offered (for implementation, training, and support), and average customer review ratings. Capterra took all of these factors into account when evaluating these solutions.

 

To test usability, Capterra performed direct user testing in each of these systems. We chose tasks that were representative of how most companies would use CRM, measuring how much time and how many clicks it took to complete these tasks in each system. We also scored each system using an SUS score (an industry-standard questionnaire that determines perceived ease of use), which gave us an idea of how much our team liked using the system.

 

We tested each solution twice. The first time we completed tasks without evaluating training, an indicator of how intuitive the system was to use. For the second testing round, we performed the same tasks after evaluating available training materials for the given solution, measuring learnability.

 

With a perfect score of 100, Teamgate topped the list with stellar task completion times, a full array of customer services, and a five-star review rating average. Overall, our testers had a lot of great things to say about the most user-friendly solution:

 

  • “The system is easy to use but has quite a bit of functionality. It‘s easy to navigate without compromising capability.”
  • “Very sleek. Very user-friendly. Very intuitive. Probably my favorite system of the bunch.”
  • “My favorite system. You don’t even need training because the system becomes second nature after a few clicks around.”

 

Less Annoying CRM and Close.io weren’t far behind, tying with scores of 92. Both systems also averaged 5 star reviews from their customers and made task completion efficient in our testing rounds. However, both systems scored slightly lower than Teamgate in their training resources offerings.

 

Capterra found that, on average, it took about 30 seconds and 9 clicks to complete a task in a CRM. Considering that it can sometimes take more than five minutes and 30 swear words to find the napkin you were taking notes on during a sales call, CRM can be a real timesaver.

Even more encouraging, 13 of the solutions our most user-friendly report also made it onto our Top 20 Most Affordable CRM Software Report, showing that you don’t have to sacrifice quality when looking for a solution that will fit your budget.

 

Teamgate, for example, is #16 on our Most Affordable report. However, it still only cost about $22 per user per month, well below the industry average of about $36 per user per month. By using these two reports together, you can rest assured that you’re picking a quality solution that doesn’t break the bank.

 

At Capterra, we believe that software can and should make your professional life easier. Our Top 20 Most User-Friendly CRM Software report can help point you in the direction of systems that live up to that expectation.

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