We performed a comparison between Salesforce Service Cloud and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
"The complexity of the solution is very less."
"We use Salesforce Service Cloud for lead management and opportunity management."
"The most valuable feature of Salesforce Service Cloud is its ease of use."
"The plug-ins that work with other standard systems have made the product industry-ready."
"The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization."
"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
"It is a stable product."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It's very convenient to use."
"The stability has been very good."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"We rarely had issues with Zendesk."
"The initial setup is simple and straightforward."
"Zendesk Support has a lot of good APIs."
"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."
"One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention."
"The documentation could be improved."
"There is room for improvement in pricing."
"The pricing of the solution can be made cheaper."
"The main concern for me revolves around the speed of certain integrations."
"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
"The pricing for what Salesforce Service Cloud offers is not great."
"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."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"It needs to improve in terms of its flexibility, price, and installation."
"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."
"The support team is time-consuming, and they don't find the answer to our problem."
"The solution itself wasn't easy to set up."
"It wasn't easy to set up so we're only using a third of all of the features,"
"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."
Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 39 reviews while Zendesk is ranked 4th in CRM Customer Engagement Centers with 57 reviews. Salesforce Service Cloud is rated 8.6, while Zendesk is rated 8.2. The top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, JIRA Service Management, Vlocity and BSI, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Salesforce Service Cloud vs. Zendesk report.
See our list of best CRM Customer Engagement Centers vendors, best Help Desk Software vendors, and best Knowledge Management Software vendors.
We monitor all CRM Customer Engagement Centers 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.
