What are the most important questions to ask during a CRM software demo?

1 How customizable is the software?

One of the first questions to ask during a CRM software demo is how customizable the software is. You want a CRM software that can adapt to your specific workflows, processes, and preferences, not the other way around. Customization can include things like fields, forms, dashboards, reports, automation, integrations, and more. Ask the vendor to show you how you can customize the software to suit your customer support needs and goals, and what kind of support and guidance they offer for customization.

2 How easy is the software to use and learn?

Another crucial question to ask during a CRM software demo is how easy the software is to use and learn. You want a CRM software that has a user-friendly interface, intuitive features, and clear navigation. You also want a CRM software that has a low learning curve, so that your customer support team can get up and running quickly and smoothly. Ask the vendor to demonstrate how the software works in different scenarios, such as creating a ticket, updating a contact, generating a report, or sending a follow-up email. Also, ask them about the training and documentation they provide for the software, and how they handle feedback and suggestions from users.

3 How secure is the software and the data?

A third essential question to ask during a CRM software demo is how secure the software and the data are. You want a CRM software that protects your customer data and your business data from unauthorized access, breaches, or loss. You also want a CRM software that complies with the relevant regulations and standards, such as GDPR, PCI-DSS, or HIPAA. Ask the vendor to explain how they ensure the security and privacy of the software and the data, such as encryption, backups, audits, or certifications. Also, ask them about their policies and procedures for data access, retention, deletion, and portability.

4 How scalable is the software and the pricing?

A fourth important question to ask during a CRM software demo is how scalable the software and the pricing are. You want a CRM software that can grow with your customer support team and your business, without compromising on performance, functionality, or quality. You also want a CRM software that has a flexible and transparent pricing model, that reflects your actual usage and value, not your potential or projected usage and value. Ask the vendor to show you how the software can handle increasing volumes of data, users, or features, and how the pricing adjusts accordingly. Also, ask them about their terms and conditions for upgrading, downgrading, or canceling the software.

5 How reliable is the software and the support?

A fifth vital question to ask during a CRM software demo is how reliable the software and the support are. You want a CRM software that has a high uptime, availability, and speed, so that you can deliver consistent and timely customer support. You also want a CRM software that has a responsive and helpful support team, that can assist you with any issues, questions, or requests that may arise. Ask the vendor to share their track record and statistics on the software reliability, such as uptime, downtime, latency, or bugs. Also, ask them about their support channels, hours, SLAs, or reviews.

6 How compatible is the software with your existing tools and systems?

A sixth and final question to ask during a CRM software demo is how compatible the software is with your existing tools and systems. You want a CRM software that can integrate seamlessly with your other customer support tools and systems, such as email, chat, phone, social media, knowledge base, or feedback. You also want a CRM software that can exchange data and information with your other business tools and systems, such as accounting, marketing, sales, or analytics. Ask the vendor to show you how the software integrates with your current tools and systems, and what kind of benefits and challenges they bring. Also, ask them about their roadmap and plans for future integrations or enhancements.