# Playbooks Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Playbooks the right Inside Sales solution for you? Explore 35 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/235575/Playbooks/reviews --- Playbooks 3.5 (35) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Playbooks Ease of use 3.8 Customer Service 3.4 ## Showing most helpful reviews Showing 1-25 of 35 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Sage C. Medical Device Sales Representative Medical Devices Used the software for: 6-12 months ### "great for sales" December 1, 2018 5.0 Pros We use this for selling medical devices and it is so handy when you might not have caught something when on the phone call. It also makes it super easy to play calls back and listen for QA. Cons The lag time it takes for the call's to appear, although I don't think that is the company's fault. Review Source VR Verified Reviewer Sales Manager E-Learning Used the software for: 6-12 months ### "InsideSales.com Review" June 1, 2019 4.0 Overall, if you have Microsoft Dynamics CRM and looking for a sales automation tool that will help your sales team, from the call to the email, InsideSales.com is your tool. The tool will help automate the sales prospecting process and help the sales team target specific leads, contacts and accounts. Pros \- Integration with MS Outlook - Out of the box and no extra cost integration with Microsoft Dynamics CRM - Short implementation - Short ramp time - Ability to delete a play at the Manager view Cons \- Once a play is live, you cannot add a step in the active play - Inability to see the open or click percentage in the tool - Cannot do round robin call monitoring - Once a play is deleted in the tool, the play is still visible in the Microsoft Dynamics CRM dashboard Alternatives considered [Outreach](https://www.capterra.com/p/159318/Outreach/) Reason for choosing Playbooks Integration with Microsoft Dynamics CRM, with no extra cost and out of the box Review Source MB Mihai B. IT Coordinator / Executive Assistant Marketing and Advertising Used the software for: 2+ years ### "Good if it works, terrible if it doesn't" July 3, 2019 3.0 One of the support rep was terrible. I gave him a month and a half - two months to resolve our issues with me having to consistently call back, but for some reason, he's never available or knows how to call back. I've asked for a new support rep, but they said the team handling our type of account is small and haven't attempted to give me a new rep or resolve our issues. Additionally, a manager was supposed to reach out to me over the last 4 business days, but I haven't received a single call or email. Do not allow your workflow to rely on their services because you will most likely get screwed. We have almost 20 users and that's amazing that they handle our account this way. Will definitely be looking for other Dialer and Inside Sales tools. Pros I liked that it was easy to use and train users. Cons Recorded voicemails was a little problematic with setting up, the dialer has intermittent click-to-dial issues 3-8 times a week, and the seek lists aren't working properly. We've had this service for several years and within the last year and a half, these problems have been persisting without any level of resolution. I've combated this issue with support more persistently over the last few months and they've been providing terrible follow-up. I could go on in paragraphs to describe how terribly they've been handling our issues over the last year+. Review Source VR Verified Reviewer Sales Parter Computer Software Used the software for: 2+ years ### "Best Platform Ever" April 12, 2022 5.0 I don't know what I would do without playbooks. This product is crucial for a sales organization. If you are not using it you are doing yourself a disservice. Pros I like most that it auto dials either local or my number. It helps me be productive during the day telling me when I should make the next call or send the next email. It syncs up with salesforce so no need to enter my notes twice. It also makes the next followup call for me! Cons It is technology so sometimes it does go down, but they do have the support to bring it back up fast! Review Source VR Verified Reviewer Regional Manager Real Estate Used the software for: 1-2 years ### "Super fantastico pipeline management tool" December 6, 2018 5.0 Pros InsideSales.com is one of my favorite tools to use to manage our sales pipeline with all the features you need to manage, track, follow up, and contact leads. Plus they have a gamification feature for sales teams! Cons While InsideSales.com is a fantastic tool, it requires integration with a well known CRM which is costly and frustrating to be honest with all the other fantastic, but smaller CRM companies available. Review Source Valerie P. Project Lead Computer Software Used the software for: 1-2 years ### "I was formerly an InsideSales LMP administrator and user" June 13, 2018 3.0 Their dialer functionality was intelligent and allowed us to responsepop records to our agents. The responsepop functionality allowed any web-to-lead records to pop up to our sales agents and be called immediately. We liked having the ability to customize this to our unique needs. Pros Honestly, there was not much I liked about this software other than its dialer solution. The dialer allowed for us to insert our logic of which records we wanted to reach and when. For example, prioritizing by Time Zone, Lead Status, and so on. The users on the platform itself were able to easily onboard as it is not too hard to navigate. Cons The support line was horrible for this company, more often than not, my operations team and I seemed to come up with the answers before the support rep working with us did! We felt we knew their product better than they did. Reporting was not robust enough, and we had to do a lot of work arounds and "tricking the system" when creating automations. Often any automation we created for this system did not work as expected. We eventually moved over onto Salesforce, which was a better fit for our business. InsideSales did not fit our growing Sales organization's needs sufficiently. Review Source VR Verified Reviewer Marketing Internet Used the software for: 6-12 months ### "Failed to provide basic level of functionality for my SDR team for 3 months straight" February 13, 2018 1.0 none. They've made me and all call automation softwares look bad to my company Cons I am pursuing this early termination because we have not had any of our issues resolved in the past 3 months. I have seen how effective inside sales can be because we had it working for a full month before signing the contract. I am willing to work through a price reduction but only if we can achieve that same level of efficacy in your product. However, this is a high bar for inside sales now because my entire team has lost faith in your product. Inside sales has failed to provide a basic level of service to us as a customer. Review Source Response from Aurea February 14, 2018 I apologize you've had a poor experience with InsideSales.com, I know this is not typical for us and I believe we can make this right for you and your organization. I would be happy to set up a time for you to talk with our SVP of Customer Success about your concerns. You can reach me directly: Ryan Breneman rbreneman@insidesales.com 208.760.0706 VR Verified Reviewer Corporate Sales Development Computer Software Used the software for: 2+ years ### "I've used insidesales at 2 companies for outbound dialing through Salesforce" March 21, 2018 3.0 Pros When it works, insidesales makes it very easy to hammer through a ton of dials while also automating the process of logging call activities and updating tasks Cons The problem is that it only works 75% of the time. I often have calls not save, notes disappear on calls, and tasks that don't update or save when done through the insidesales plugin. Customer support has never once responded to me for issues I had with their Vision product which is also horrible (works 25% of the time if that) Review Source VR Verified Reviewer Manger of Customer Success/Support Used the software for: 2+ years ### "used as power dialer as salesforce add on" June 16, 2018 3.0 Pros it made it very simple to make a lot of dials and add notes to salesforce. After we ironed out the kinks it worked well. Cons we had a lot of issues with the inboud phone queue with this software. it seemed like it took forever to iron out the kinks. Review Source Julee W. Virtural Sales Account Manager Computer Networking Used the software for: 6-12 months ### "I don't seem to get any call backs on the plays" July 3, 2018 2.0 Pros Keeps me on task to reach my monthly goal of plays sent or calls made to my customers which is over 900 accounts. Cons No value add nor interests from the customers. I always get emails that state to remove them from our email list. The plays are too long...14 steps is not beneficial. Each play should be no more than 3 steps at the most. Review Source MG Maryanne G. Inside sales rep Renewables & Environment Used the software for: 1-2 years ### "The worst system on earth,. Phone system is horrendous" May 24, 2018 1.0 Nothing. Headaches and stress Pros Nothing, the only thing that works are Outbound calls, ironic for an INSIDE sales system. Cons Everything. The phone system doesn't intake clear calls. Customer complaints daily. Lost sales. No one at that company cares, just a bunch of young kids. My company made a deal with the devil Review Source TC Tighe C. Business Development Representative Used the software for: ### "Be Wary" October 12, 2015 2.0 We're a new customer and recently went live with our Inside Sales system. Initially we were really blown away by the demo and the pitch, but since beginning our implementation we've been greatly disenchanted with the level or service and the quality of the deliverables we're working towards. The system seems to have a lot of bugs and technical problems. Technical Support is working through a backfile of complex technical cases that aren't addressed in a timely manner. They are unresponsive and struggle with troubleshooting. The dialing technology fails often enough that our reps don't feel confident using it. I would be very wary of committing to the use of this system or of making the investment in the implementation. Review Source VR Verified Reviewer VP Sales & Business Development Oil & Energy Used the software for: 1-2 years ### "Help our reps be more productive and hit their activity metrics" July 3, 2018 4.0 Pros Helps our reps focus on calling rather than on figuring out where they are in their cadence. This has enabled them to do more calls per day. Cons It's a little slow sometimes although has gotten materially better over the past 1.5 years. Wish they had more more built in management/sales ops reporting. Review Source VR Verified Reviewer Named Enterprise Account Manager Computer Software Used the software for: 6-12 months ### "Great for Automation of Phone Calls" July 21, 2018 4.0 Pros I really like being able to make a number look like it's coming from a local area code. That alone increased my pickup rate. It increased my dialing rate significantly by being able to one click dial and integrate into my SFDC instance. Cons Leveraging the email templates was not intuitive to me. Ended up not using it because I had difficulty determining how to use it. Probably just needed someone to take 30 minutes to walk through it with me. Review Source Ryan O. Sales Development Representative Used the software for: 1-2 years ### "This has changed the way I do my job for the better." July 9, 2018 4.0 Pros It gives me a clear picture of what I need to get done each day with repeatable results. They have continued to update it's functionality to make it better. Cons I have experienced some issues with call recordings and lagging times with it taking time to reload before each activity. Review Source VR Verified Reviewer Virtual Sales Account Manager Computer Networking Used the software for: 6-12 months ### "Great Tool! Reallu like it." July 3, 2018 3.0 Pros It helps keep me on task. I have over 1600 accounts that I call into. I need to have a devise that will set reminders and give me a easy vehicle to make calls and send emails. Cons Not be able to send out mass emails for things like webinars, etc. We have a lot of webinars that we try to get customers to sign up for. Mass emailing and then following up would be helpful. Review Source VR Verified Reviewer Business Development Used the software for: 6-12 months ### "Great tool for our small team, highly efficient. " July 3, 2018 5.0 Pros Playbooks, the InsideSales tool that we use, works seamlessly with our CRM and lets us manage both our inbound lead cadence and our outbound strategy. Cons It's difficult to manage and migrate leads from team members who leave, and the enrollment options could use some more visibility. Review Source VR Verified Reviewer Territory Account Manager Information Technology and Services Used the software for: 6-12 months ### "Efficient and productive." April 11, 2019 4.0 Inside Sales have provided up the tools to be boost our work productivity as team and on an individual basis! The prerecorded voicemail feature, has saved time and boosted work productivity! Pros Efficiency to knock phone calls and emails. Very user friendly and easy to set up plays and email templates. The prerecorded voicemails is an amazing feature! Cons I would like to have the ability to run a alert,notification report from Microsoft Dynamics. I do like that we are provide alarms when individuals have email activity. However, when you are in the zone making phones, checking alerts can take away from your stride. Review Source DR Daniel R. EVP Head of Sales Financial Services Used the software for: 6-12 months ### "Over Hyped Over Promised - Completely irrelevant" August 14, 2018 3.0 It has been able to organize lead data for the team so they don't have to manually track anything but that's about it. Not a customer centric organization. Pros The interface is fairly simplistic and easy to use Cons It doesn't work consistently, has to be removed and reinstalled. Does not allow for lead prioritization and the "Neuralytics" they tout so heavily is a load of crap. Power BI can give you the same data insights and do it far better than anything they offer. I still can't see the neuralytics data from a dashboard as they claimed we could do. It's as useful as a screen door on a submarine and they talk a lot about being helpful and caring but they don't. It's all fluff and they only develop and improve whatever their programmers are most interested in. Review Source VR Verified Reviewer Virtual Sales Account Manager - Indianapolis Commercial Computer Networking Used the software for: 6-12 months ### "Streamline Prospecting" July 3, 2018 3.0 Pros Ability to stay on top of prospects and easily identify who to target and when, with relevant information. The tool allows me to efficiently reach my prospective customers. Cons With the chrome plugin, there are often issues with the functionality that can be frustrating. Sometimes its a Chrome issue, sometimes its an SFDC issue, sometimes its an ISDC issue. In my role I have metrics to hit using ISDC, and when i'm unable to do that because of functionality problems it is frustrating. Review Source VR Verified Reviewer Director of Product Innovation Computer Software Used the software for: Less than 6 months ### "used as a calling software" August 1, 2019 4.0 good for automated intelligent telesales, allows for segmentation and predictive modeling. Pros the dialer software plug-in integrated well with our crm and that was a very good addition, we were able to build custom lists based on our target market and customer profile automatically, even the dialing was fairly automated. We also tried using insidersales for adding intelligence and enrichment into our existing account base. that was okay but nothing great. Cons this is a good software if your sales volumes are high and heavily dependent upon telemarketing, else you would be investing a lot of money and time in a software that performs mediocre at best. Switched from [Infer](https://www.capterra.com/p/226517/Infer/) got a much better price Review Source Layne L. Sr. Territory Account Executive Publishing Used the software for: 6-12 months ### "Overall a good program, some features still under development" July 3, 2018 4.0 Helped the team develop consistent messaging and process. Pros The best thing about the software is that it takes most of the guesswork out of a rep's day-to-day. It allows a team to be consistent as well as persistent. Cons It's easy to build up a backlog of tasks, and sometimes lacks flexibility in being able to adjust your daily routine. The chrome extension also seems to have some issues that affect the performance of your browser, I've had to remove and reinstall many times. Review Source GG Greg G. Leadership Information Technology and Services Used the software for: 2+ years ### "Insidesales down cannot get support!" December 3, 2019 2.0 Pros Until now it was working, now we are down and no one is helping us. Cons We are down completely, can't get support or anyone on the phone to help us when it is critical to or business. Review Source KY Kyle Y. SDR Information Technology and Services Used the software for: 6-12 months ### "Great for pointed/targeted campaigns!" August 7, 2018 4.0 Pros I enjoyed how quickly this organization added features to their Playbooks product. They make it easy to reach out with suggestions of how they can do better. Mostly, it has its strength in a "set it and forget it" campaign with highly targeted contacts. A group over 50 per campaign will bog down the process but it's great for knowing what to tackle during your day. Cons It can be very difficult to manage your campaigns but they have been working to fix this by enabling pauses of plays or contacts within a campaign. A few times we have had difficulties with Playbooks bogging down Google Chrome and causing it to crash, but those issues have been fixed. Review Source DL Dominic L. Business Consultant Used the software for: 1-2 years ### "Fast, easy to learn tool." July 25, 2018 4.0 Pros It integrates with salesforce, which I use as well as InsideSales.Com on daily basis. It can be easily added to Chrome as an extension and is easily accessible. Cons It may tend slow down your browser which can be frustrating at times. Potentially a way to formulate lists and arrange for auto-calling as well as Review Source Similar Products Featured ## Related categories [Inside Sales](https://www.capterra.com/inside-sales-software/)[Lead Management](https://www.capterra.com/lead-management-software/)[Predictive Dialer](https://www.capterra.com/predictive-dialer-software/) ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.