We performed a comparison between Salesforce Community Cloud and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two Community Platforms solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."What I found most valuable in Salesforce CRM is its reporting feature because it's extensive and it's very accurate. I also like that you can move opportunities by stages. I find that feature very important and very useful because it helps you understand where opportunities get stuck, and at what stage it is currently."
"All the business intelligence included in the tool gives more information about the cycle of the sales stage."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It is a scalable solution."
"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."
"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."
"Zendesk Support has a lot of good APIs."
"It's a very stable tool, very powerful."
"We rarely had issues with Zendesk."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"The user interface can be improved."
"An area for improvement in Salesforce CRM is that there's still a lot of manual input you need to make. If it could pick up things automatically from an email and auto-populate, that would make the tool better. Another area for improvement is that the Salesforce CRM connector for G-suite does not work effectively."
"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."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"You couldn't give administrative access to new hires."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"It needs to improve in terms of its flexibility, price, and installation."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The price of the solution should be reduced."
"The support team is time-consuming, and they don't find the answer to our problem."
Salesforce Community Cloud is ranked 1st in Community Platforms with 2 reviews while Zendesk is ranked 2nd in Community Platforms with 57 reviews. Salesforce Community Cloud is rated 9.0, while Zendesk is rated 8.2. The top reviewer of Salesforce Community Cloud writes "Helps us with sales management of customer life cycles with good business intelligence". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Salesforce Community Cloud is most compared with Magnolia CMS, Adobe Experience Cloud and Lithium, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Salesforce Community Cloud vs. Zendesk report.
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