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Affinity vs Microsoft Dynamics 365 Customer Service comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Dec 19, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Categories and Ranking

Affinity
Ranking in CRM
21st
Average Rating
8.6
Reviews Sentiment
6.8
Number of Reviews
3
Ranking in other categories
No ranking in other categories
Microsoft Dynamics 365 Cust...
Ranking in CRM
11th
Average Rating
8.2
Reviews Sentiment
6.6
Number of Reviews
21
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of October 2025, in the CRM category, the mindshare of Affinity is 1.0%, down from 1.0% compared to the previous year. The mindshare of Microsoft Dynamics 365 Customer Service is 0.7%, up from 0.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Market Share Distribution
ProductMarket Share (%)
Microsoft Dynamics 365 Customer Service0.7%
Affinity1.0%
Other98.3%
CRM
 

Featured Reviews

Marcus Quinn - PeerSpot reviewer
Open source, stable and capable of working with existing Adobe files
Affinity Photo needs to work more. They need to align as much as possible with the shortcuts and keystrokes of Adobe. It's just because when you learn a tool as a professional, you tend to learn all the shortcuts and keystrokes. And if they're not the same as the same type of products that you migrated from, you lose productivity because you forget how to do things. You don't know where things are on the menu. You don't know the icon for it because you just know it as, "Oh, if I press this key, I get that." You forget the user interface. You just remember the keystrokes and the shortcuts. So, if that could align as much as possible with what I'm used to from Adobe, that would be good. And there's another product I use called Pixelmator Pro. And as much as I wish Affinity Photos did everything that Photoshop did, I actually ended up using this other product, Pixelmator, more for image editing because I just find it faster and more in line with what I remember from Photoshop. So, they are good. They've designed a good product. It's just the shortcuts and keystrokes need to match what people are used to, especially coming from Adobe because, let's say, it didn't exist. Affinity is a newer product.
reviewer2748861 - PeerSpot reviewer
There is significant room for improvement in routing and setup challenges
The system is easy to use, especially when logging customer interactions or requests, which flow to the resolution teams. Users can attach documents and easily review past interactions. Microsoft Dynamics 365 Customer Service streamlines operations in my customer support department. The automation feature in Microsoft Dynamics 365 Customer Service impacts workflows positively by making work easier. When logging customer cases, they automatically flow to the resolution team instead of sending an email. Cases can be easily logged, and feedback can be checked in the same application without sending emails or calling the resolution team. The analytics and reporting tools work perfectly for improving service delivery. We can see full interactions, number of interactions, and how often customers reach out before resolutions, among other metrics. Since implementing the AI feature, our CS scores, customer effort scores, and customer satisfaction scores have improved tremendously. AI has several use cases where it responds to issues immediately and offers the best-case scenario for handling such cases, reducing human impact compared to manually processing complaints before resolution. The main benefit from using Microsoft Dynamics 365 Customer Service is the great improvement compared to the past manual method of escalating issues to the resolution team. Now, information is collected and logged, flowing to the resolution team, which has significantly improved turnaround times compared to the days it previously took to resolve customer complaints.

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"I like that it's completely automated. It's a very robust system. You are not going to have faults in it."
"For me, the most valuable feature is the fact that they work with existing Adobe files. And open and edit PDFs and web-optimized exports. It's been very good."
"The most valuable features of Affinity are the connection features it provides because you have a large database of startups. The people who worked in the companies and founded them are displayed in Affinity. It can show if they are using some special intelligence feature and that you may know this person, of your connections. For example, if they know the person. It works similar to the way LinkedIn does when you seek a connection. Additionally, Affinity shows how close this person is and how often they contact each other."
"I mainly do customer management, setting records, and things like that."
"I liked the solution's web version and user interface."
"The data is always available to the users regardless of location because of the tool's cloud-based nature. The solution is highly stable. I rate it a perfect ten. The product is highly scalable Microsoft Dynamics 365 Customer Service stands out due to its rich features, ease of deployment, and straightforward licensing structure."
"Microsoft Dynamics 365 Customer Service has valuable customization features."
"It is a stable product."
"In terms of the overall experience with the customer database, it has probably brought me significant time savings, about 30 percent."
"Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service."
"There was a situation where we needed to integrate our system with other platforms quickly. Typically, this process would require using middleware or additional testing tools. However, integration was easy because we were using Microsoft Dynamics 365 Customer Service, which is a Microsoft product. It has built-in connectors that integrate with Microsoft systems, making the process much easier."
 

Cons

"It would be better if it were "pay-per-user" instead of "pay-per-account." For example, I'm Siddharth Mallya, and I have two email accounts. Each of those accounts is a separate payable account for me. For instance, I have created a network using my personal email ID, and now I have moved to my company email ID. It'll choose any one of those accounts, and that will become my paid account. For example, if I put in my personal email ID, then that's the account that I pay for. But I'm no longer using it, and it's not going to get updated. If I put in my work email ID, then that's an entirely separate account that I have to pay for."
"To get people to migrate, Affinity needs to somehow give them an incentive to change. The key is to make it as similar as possible. Shortcuts and keystrokes would be my biggest learning curve. So, to scale, you're going to have to convince people to relearn their workflow, and everybody's too busy to do that. Scalability is kind of mid because you face adoption resistance if you're pushing out to a studio or staff that are used to Adobe. Many products don't think beyond Microsoft and Adobe. If it's not Microsoft, then they don't understand. So, scalability is a challenge."
"Affinity could improve by adding more features. It has been a while since I have used it, but when I did, the features could improve."
"I didn't like the solution very much because its functionality is a bit typical and old-fashioned, and the entire system needs upgrading."
"The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features."
"There are some occasional performance issues."
"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."
"I believe enhancing the user interface to improve user experience and simplifying customization processes would enhance the platform."
"The solution could better integrate with other enterprise solutions."
"The product could be serverless."
"The product integration with our on-premise systems was challenging due to the specific protocols required. Simplifying this process would be beneficial."
 

Pricing and Cost Advice

"Affinity follows a pay-per-account model, and I think there will be a monthly or a yearly paid subscription. I have heard that it was expensive."
"Affinity is an expensive solution. However, they over a free version trial. The solution is expensive but the people that have used it say it is worth the money."
"The solution has a corporate enterprise license, which large corporations sign."
"The pricing seems fair."
"It is more expensive than other vendors."
"I rate Microsoft Dynamics 365 Customer Service pricing a five out of ten."
"The product's licensing is straightforward. It's user-based, so you decide how many users you want to license, and that's it. On the value-for-money scale, it's average. You do get what you pay for, so I wouldn't call it expensive."
"While it will apply to all employees, not all will utilize it fully. From a cost perspective, it strikes a balance: It's not overly expensive but also not too cheap."
"In terms of cost, the product offers competitive pricing for its feature set."
"The tool is a bit on the expensive side if we purchase it individually."
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Top Industries

By visitors reading reviews
Computer Software Company
15%
Manufacturing Company
11%
University
11%
Retailer
7%
Financial Services Firm
15%
Manufacturing Company
15%
Government
8%
Healthcare Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business11
Midsize Enterprise3
Large Enterprise7
 

Questions from the Community

What do you like most about Affinity?
For me, the most valuable feature is the fact that they work with existing Adobe files. And open and edit PDFs and web-optimized exports. It's been very good.
What needs improvement with Affinity?
Affinity Photo needs to work more. They need to align as much as possible with the shortcuts and keystrokes of Adobe. It's just because when you learn a tool as a professional, you tend to learn al...
What is your experience regarding pricing and costs for Microsoft Dynamics 365 Customer Service?
The pricing is within the market range, but there is room for improvement. I have annual subscriptions.
What needs improvement with Microsoft Dynamics 365 Customer Service?
With the integration of AI, it has become a game changer. Currently, we do not look forward to any new features, as we are satisfied at the moment. However, it is possible we might develop other re...
 

Overview

 

Sample Customers

T3 Advisors, Cushman & Wakefield,
Information Not Available
Find out what your peers are saying about Affinity vs. Microsoft Dynamics 365 Customer Service and other solutions. Updated: September 2025.
869,566 professionals have used our research since 2012.