

Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
Data Cloud is the product I can use for data unification, and while many ETL tools exist, none achieve the same level of unification as Data Cloud.
I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.
Time saved is definitely a benefit because it puts all of our tickets in one spot.
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
It is not easy and not quick to have some answers directly from Salesforce.
Salesforce support is sometimes not sure how to approach a problem, what the exact problem is, or how to solve it.
My clients are very satisfied with the functionality, and it is brilliant.
There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
The technical support provided by Zendesk has been very satisfactory.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
We made a first implementation for a small environment, and it is very easy to grow and work.
In my opinion, scalability is good, and I would rate it around 8, 9, or even 10.
Data Cloud is scalable, but at the same time, with scalability, my cost can go up, and real-time workloads can also be expensive.
We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.
Zendesk can scale from very small companies to very large ones.
Zendesk's scalability is excellent.
They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.
The stability has been quite reliable.
While it provides a suitable solution with many pieces to integrate, it also adds complexity.
I had a project that required changing the views that I need from my team, and it took two to three months to make the change.
They have very poor documentation on Data Cloud.
Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.
Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.
Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.
I understand that it is a high-end solution with high cost but with many features that justify the price.
It is not the cheapest solution nor the most expensive, but it provides value for money.
The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.
If a client uses Data Cloud, they can save time and most importantly, they can save budget because I generate the target audience for marketing campaigns using unification.
We unify data from different product lines to achieve synergy KPIs.
Some of the most valuable features of Salesforce are the integrations it has with our internal systems.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.
Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.
| Product | Market Share (%) |
|---|---|
| Zendesk | 1.2% |
| Data Cloud | 0.5% |
| Other | 98.3% |


| Company Size | Count |
|---|---|
| Small Business | 36 |
| Midsize Enterprise | 21 |
| Large Enterprise | 11 |
Data Cloud provides businesses with a comprehensive platform for managing and analyzing vast data sets, empowering users to drive data-driven decisions effectively.
This platform offers robust capabilities enabling users to harness data for strategic insights. Key use cases include data warehousing, real-time analytics, and machine learning model deployment. Data Cloud stands out for its scalability, ease of integration with existing systems, and advanced security features. Users point out room for improvement regarding cost management and interface flexibility, which could enhance experience and efficiency.
What are the key features of Data Cloud?Data Cloud is implemented in industries such as finance, healthcare, and retail to streamline data management and analytics. Financial institutions utilize it for risk assessment and fraud detection, whereas healthcare providers deploy it for patient data analysis. Retailers leverage its capabilities for inventory management and customer behavior insights, demonstrating versatility across sectors.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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