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Microsoft Dynamics 365 Customer Service vs Pipedrive 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

Microsoft Dynamics 365 Cust...
Ranking in CRM
13th
Average Rating
8.2
Reviews Sentiment
6.9
Number of Reviews
20
Ranking in other categories
No ranking in other categories
Pipedrive
Ranking in CRM
18th
Average Rating
8.2
Reviews Sentiment
7.2
Number of Reviews
13
Ranking in other categories
Local Government CRM (10th), Opportunity Management (3rd), Sales Force Automation (8th)
 

Mindshare comparison

As of July 2025, in the CRM category, the mindshare of Microsoft Dynamics 365 Customer Service is 0.9%, up from 0.4% compared to the previous year. The mindshare of Pipedrive is 1.2%, up from 0.9% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

Gary Cook - PeerSpot reviewer
Enables seamless customer communication and improves satisfaction
Microsoft Dynamics 365 Customer Service ( /products/microsoft-dynamics-365-customer-service-reviews ) stands out for its superb product functionality, price performance, flexibility, and integration with other Microsoft products like Office. I especially value the complaint management feature, which allows for much more unified communication. It has a workflow feature and offers excellent automation capabilities that streamline our customer service.
Willem Lambrechts - PeerSpot reviewer
Offers the ability to create multiple pipelines and the flexibility in filtering and reporting
We do a lot of analytics and reporting ourselves. We don't necessarily use all the features that Pipedrive provides, but it's very helpful at least. It has streamlined our deal-closing process. We use it for everything. When we create a lead, we put it into Pipedrive. That lead can be converted into an opportunity, which we manage through our whole pipeline. This includes having all data related to the opportunity in one place. Once the deal is closed, we use Pipedrive to follow up on the invoices until they are paid. We also manage sales commissions and payments to our salespeople through Pipedrive.

Quotes from Members

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

Pros

"It is easy to integrate with other tools, and the customer service is excellent."
"Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems."
"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."
"Dynamics CRM is highly effective for managing customer relationships and improving sales processes."
"We have observed a savings of about ten percent on staffing costs and a twenty percent increase in customer satisfaction, highlighting a significant reduction in customer effort."
"I liked the solution's web version and user interface."
"Microsoft Dynamics 365 Customer Service's most valuable features are the ability to create meetups for customers and support daily business functions."
"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."
"The most useful thing is the ability to create multiple pipelines and the flexibility in filtering and reporting."
"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 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."
"Pipedrive makes it easy to understand who I'm talking to at a glance. It has all the activities, node features, opportunity interface, deal interface, and time drive deals.The sales process is extremely simple, which saves me time and energy. I can send the document for e-signature and make the most out of my deals. I can automatically send emails and phone calls. You need to do only a little API programming. It offers massive flexibility. You can run an entire enterprise on the platform. The ease of use facilitates huge adoption."
"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."
"It is a stable platform."
"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 very stable."
 

Cons

"The things that are needed are not available in the documentation."
"The product integration with our on-premise systems was challenging due to the specific protocols required. Simplifying this process would be beneficial."
"I believe enhancing the user interface to improve user experience and simplifying customization processes would enhance the platform."
"The solution could improve by providing internal scorecards for agents and much better staff ratings. There's room for enhancing the engagement features."
"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 initial setup was not very straightforward because assigning the new processes with 365 was a bit complex."
"The platform’s UI could be better."
"The interface could be more appealing and attractive for users."
"The platform could be even more robust."
"You must pay more if you need an additional feature."
"The integration possibilities with other systems could be better as well. We use it in connection with Octopus CRM, and there's room for improvement."
"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."
"Reporting capabilities of the solution could be improved."
"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."
"New features sometimes seem bolted on rather than being smooth."
"The product is expensive."
 

Pricing and Cost Advice

"The pricing seems fair."
"I rate Microsoft Dynamics 365 Customer Service pricing a five out of ten."
"It is more expensive than other vendors."
"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."
"It is a decent price compared to multiple vendors and products available in the market."
"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."
"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."
"Pipedrive is the most cost-effective in terms of the balance between cost and features. I would take Pipedrive over HubSpot or Zoho CRM. It's well-positioned on the market."
"The solution's pricing is excellant. It costs 65 dollars a month for top tier plan."
"The product is expensive but provides valuable services."
"We pay $1000 a month for the tool."
"Pipedrive is relatively more affordable than other solutions."
"Pipedrive keeps increasing the prices, which is becoming a bit annoying. It was reasonable when we started, but now they're increasing all the time."
"On a scale of one to ten, where one is a low price, and ten is a high price, two or three. For us, everything is expensive because this is a startup, but for a normal company, it should be peanuts."
"The solution is affordable."
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Top Industries

By visitors reading reviews
Financial Services Firm
15%
Manufacturing Company
13%
Healthcare Company
10%
Government
8%
Computer Software Company
13%
Educational Organization
9%
Government
8%
Retailer
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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?
The main area for improvement is the pricing model. While it is competitive within the market, there is room for improvement, as is the case with most software vendors.
What do you like most about Pipedrive?
The most valuable feature is the ability to create timelines and custom fields.
What needs improvement with Pipedrive?
New features sometimes seem bolted on rather than being smooth.
 

Overview

 

Sample Customers

Information Not Available
Samsung, Amazon, SkyScanner, TDW, Vimeo, ReMax, Festo
Find out what your peers are saying about Microsoft Dynamics 365 Customer Service vs. Pipedrive and other solutions. Updated: July 2025.
862,499 professionals have used our research since 2012.