Microsoft Dynamics CRM vs Zendesk comparison

Microsoft Dynamics CRM and Zendesk compete in the customer relationship and ticketing services category. Microsoft Dynamics CRM appears to have the upper hand with its broader integration capabilities with Microsoft tools and sales management features, whereas Zendesk excels with its intuitive user experience and strong ticket management system.

Features: Microsoft Dynamics CRM is noted for its customization and integration, allowing configuration to business needs. It offers visibility of customer interactions and robust sales process management tools. Zendesk is appreciated for its ease of use and strong ticket management, supporting various channels like chat and social media through seamless integrations.

Room for Improvement: Microsoft Dynamics CRM needs a more user-friendly and intuitive design, as users find the setup and configuration complex. Zendesk could enhance its reporting and system customization to provide more intuitive updates and integration with other platforms, increasing flexibility.

Ease of Deployment and Customer Service: Microsoft Dynamics CRM is available on public, private, and on-premises cloud platforms, offering versatile deployment options. Customer service feedback is mixed, with some users mentioning responsive support and others noting delays. Zendesk primarily uses cloud deployment, offering flexibility and scalability. Its customer service is generally well-received, although some users find the setup process requires vendor support due to a learning curve.

Pricing and ROI: Microsoft Dynamics CRM is considered costly, with pricing potentially high for small businesses, but its significant ROI is attributed to robust functionality and integration. Zendesk's pricing can also be high, especially for enterprise features, but it is recognized for enhancing efficiency and customer satisfaction, providing measurable returns relative to investment levels.