We performed a comparison between Salesforce Sales Cloud and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.
"I have found Salesforce Sales Cloud to be stable."
"The development cost, maintenance cost, everything will be drastically reduced - unlike traditional infrastructure where we maintain everything on our own."
"The most valuable features are custom objects, custom workflows, triggering, and integration with other SaaS solutions."
"We can also customize Salesforce Sales Cloud to our customer's company requirements. As for your demand, you can customize it. There are so many configurations we can do with the application. There is a lot of functionality that you can implement. It's an easy-to-use, user-friendly, and secure platform."
"The tracking and monitoring of daily activities within each account is the most valuable aspect of Salesforce Sales Cloud. It allows for staying informed about ongoing activities, ensuring comprehensive visibility into the progress made within each account on a regular basis. Additionally, the plugins that are available, such as ZoolInfo are useful."
"I would rate Salesforce Sales Cloud's scalability as very good. We have scaled from 30 to 150 within three years without a glitch."
"It is nice to have the install base information at your fingertips when you look up a company."
"Salesforce's user interface is easy to use, and the reporting is good. It worked well with Excel, so I was okay with it. I don't know about integration with any other software because I didn't have to deal with them."
"The initial setup is simple and straightforward."
"We rarely had issues with Zendesk."
"It's a very stable tool, very powerful."
"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."
"The product offers very good management. It has a great ability to assign tickets based on content."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"It's very convenient to use."
"It would be nice if they had an ERP offering or a firm strategic partnership with a best-in-class ERP. So rather than say they're just ERP agnostic, you would pick whichever ERP you want, which is very generic. I think it would have a lot of merit if they partnered strategically with a best-in-class trusted ERP platform or acquired an ERP platform."
"I would like to see a more affordable licensing model."
"If the infrastructure is not correct, then customers are having an issue and it's taking a lot of time to load."
"The performance is sometimes slow. There is too much information and this makes it difficult to find the answers we are looking for."
"The setup of Salesforce Sales Cloud is complex. You need specialists in that area to be able to have a good setup. Once it's set up properly, running it is seamless. That's the most beautiful thing about Salesforce Sales Cloud."
"Sales Cloud could be improved with more training. In general, the training is very good, but you have to really seek out some good options in order to upskill yourself. Another thing, which could also be a benefit, is that Sales is very customizable. If you move from one organization to another, you can see your Salesforce as before, but their Sales Cloud may look completely different from what you're used to. It's not like Microsoft Excel or Trello, where the layout and all the functions are the same. Because it's so customizable, I feel like there is a bit of a learning curve when you inherit another Sales Cloud instance. To be honest, I think that's the beauty of Salesforce because you can customize it so much to fit your needs as a company. It follows your processes and use cases in order for you to get the most out of the system itself."
"The monitoring is very good, but it could be better."
"The scalability could improve by a small amount."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
"The solution itself wasn't easy to set up."
"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."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"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 wasn't easy to set up so we're only using a third of all of the features,"
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
Salesforce Sales Cloud is ranked 3rd in CRM with 96 reviews while Zendesk is ranked 17th in CRM with 57 reviews. Salesforce Sales Cloud is rated 8.4, while Zendesk is rated 8.2. The top reviewer of Salesforce Sales Cloud writes "Vast, configurable, and offers great ROI". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Salesforce Sales Cloud is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle E-Business Suite, SAP ERP and IQVIA Orchestrated Customer Engagement, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Salesforce Sales Cloud vs. Zendesk report.
See our list of best CRM vendors and best Sales Force Automation vendors.
We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
