We performed a comparison between Pipedrive and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It's very flexible and we can really fit it into our business model."
"The initial setup is straightforward."
"Pipedrive's most valuable feature is reporting and insights. The CRM shows the database and lets the salespeople arrange their daily activities. The insights are essential from a management point of view because it helps the sales staff improve or adjust their whole sales cycle, activities, and quality."
"The most valuable feature is the ability to create timelines and custom fields."
"The most useful stuff for me is that it's very flexible with all the data structures...Stability-wise, I rate the solution a ten out of ten."
"The biggest and the best feature is the view that you get when you log in. You have a board like Kanban when you log in, and you've got a column on the left and several other columns that move to the right, depending on where you are in a particular deal. If it's a prospect or someone who is just looking, you move it along the process, and it really helps you keep track of where you are."
"Pipedrive's most valuable features are that you can keep the whole information that's related to managing your sales process and you can customize it easily. The person that we have who is customizing Pipedrive is very junior in means of software development or process development. He can easily use it, anyone can use the solution. It has a very easy user interface to customize your processes and apply them to the Pipedrive process."
"The solution is pretty easy to use and intuitive."
"The stability has been very good."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"The initial setup is simple and straightforward."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It's very convenient to use."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."
"We are using the lowest version of it. As we become more sophisticated, we might outgrow the tool, but there are features that are available in the higher-level versions, which I'm unfamiliar with, that might be able to meet the needs we would have in the future. They can maybe add some of the features to the basic version or make it more reasonably priced or free."
"The tool's APIs are challenging. It should also be compliant with HIPAA, FINRA and GLBA. The data centers should be within US so that they are compliant with regulations."
"The automation process is challenging."
"The platform could be even more robust."
"The form builder works even though it has some shortcomings...Also, the forms don't have the ability to avoid or stop people from signing up if they don't have a corporate email."
"Pipedrive could be more efficient. I want the management to be more transparent so it's easier to monitor the sales team's activities and results and do business forecasting. It would help them to improve the quality of the sales cycle."
"In future releases, I would like to have a highly intelligent integration service where you can easily connect PipeDrive with other tools, even if you are not a developer."
"You must pay more if you need an additional feature."
"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"The price of the solution should be reduced."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"It needs to improve in terms of its flexibility, price, and installation."
"It wasn't easy to set up so we're only using a third of all of the features,"
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
Pipedrive is ranked 13th in CRM with 11 reviews while Zendesk is ranked 17th in CRM with 57 reviews. Pipedrive is rated 8.2, while Zendesk is rated 8.2. The top reviewer of Pipedrive writes " An easy- to- use and scalable cloud-based CRM tool for managing and tracking". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Pipedrive is most compared with Apollo.io, monday.com and Real Estate CRM, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Pipedrive vs. Zendesk report.
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