Sprinklr vs Zendesk comparison

Sprinklr and Zendesk are both solutions in the Community Platforms category. Sprinklr is ranked #1 with an average rating of 7.9, while Zendesk is ranked #3 with an average rating of 7.2. Sprinklr holds a 17.3% mindshare in CP, compared to Zendesk’s 24.5% mindshare. Additionally, 77% of Sprinklr users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.

Sprinklr

Read 10 Sprinklr reviews

910 Views
36 Comparison Views

77% willing to recommend

Zendesk

Read 60 Zendesk reviews

3,045 Views
30 Comparison Views

93% willing to recommend

Sprinklr

Zendesk

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Executive Summary

We performed a comparison between Sprinklr 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.

To learn more, read our detailed Sprinklr vs. Zendesk Report (Updated: July 2025).

Buyer's Guide

Sprinklr vs. Zendesk

July 2025

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Helped 864,155 peers since 2012

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

Sprinklr

Ranking in Community Platforms

1st

Average Rating

7.8

Number of Reviews

Ranking in other categories

Social CRM (1st), Social Media Management Solutions (1st), Digital Experience Platforms (DXP) (3rd)

Zendesk

Ranking in Community Platforms

3rd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

CRM Customer Engagement Centers (7th), CRM (21st), Help Desk Software (9th), IT Service Management (ITSM) (9th), Sales Force Automation (9th), Reporting (16th), Knowledge Management Software (4th)

Mindshare comparison

As of August 2025, in the Community Platforms category, the mindshare of Sprinklr is 17.3%, down from 17.7% compared to the previous year. The mindshare of Zendesk is 24.5%, up from 17.7% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Community Platforms

Featured Reviews

VikasKhattri

Enterprise Sales Manager at Etisalat

Automation tools have improved workflow efficiency and offers AI features

AI manages customer interactions really well, and the flow becomes easier. The best part about AI is its analytics. For example, if a customer has been with the product for past five years, it provides insights into a customer's buying behavior and past issues with the company. This data is important when dealing with a customer on a call or another channel. Sprinklr's automation tools have improved workflow efficiency for our customers and made their life easier. he integration is better than before because they are really focusing on what they're doing now. Some of our colleagues even moved to Sprinklr from Aethela, and they are really building it up in a better way.

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JohanSkibdahl

CEO at Etcetera Networks

Automating customer support with advanced AI capabilities and seamless communication

Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.

Read full review

Quotes from Members

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

Pros

"AI manages customer interactions really well, and the flow becomes easier."

"The scheduling feature is, of course, key just so I can do it in one sitting, plan out the month, and be ahead of everything."

"This single-pane-of-glass approach enhances efficiency by consolidating social network interactions on one dashboard."

"Everything is integrated in one platform."

"The most important feature of Sprinklr is its high availability since it is a cloud solution."

"The interface is the most valuable feature to me."

"Sprinklr provides an in-depth, comprehensive solution akin to Salesforce for social media, offering a 360-degree cover with numerous options."

"The most effective feature is the automation of the routing engine."

More Sprinklr pros

"Zendesk has been invaluable in automating communications such as email and phone calls."

"It's very convenient to use."

"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."

"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."

"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."

"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."

"The stability has been very good."

"It is a scalable solution."

More Zendesk pros

Cons

"Sprinklr could be more drag-and-drop friendly."

"The support system is a major drawback because there is no live chat system for immediate issue reporting, leading to delayed resolutions."

"Their support team should opt for phone calls over emails to resolve issues faster."

"If I compare Sprinklr with NICE, people still opt for NICE. This is because they are not as confident with the use cases of Sprinklr, even though Sprinklr is trying to improve."

"Customer service needs improvement, especially in problem-solving rather than just stating why issues exist."

"Sprinklr should consider not charging for everything. Services such as premium support and onboarding should be part of the deal."

"Sometimes I'll log into LinkedIn, and it won't show the scheduled post."

"The interaction and integration with our CRM should be improved, especially to ensure security with on-premises solutions and to be suitable for banking environments."

More Sprinklr cons

"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 support team is time-consuming, and they don't find the answer to our problem."

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"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."

"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."

"The dashboard could be better."

More Zendesk cons

Pricing and Cost Advice

Information not available

"The price is very competitive."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"From what I hear, Zendesk's pricing is a little expensive."

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Top Industries

By visitors reading reviews

Financial Services Firm

13%

Computer Software Company

Retailer

Non Profit

Computer Software Company

23%

Manufacturing Company

Educational Organization

Performing Arts

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Why is Sprinklr famous for its social media feature?

As a digital experience platform with many features, Sprinklr includes the feature for better social media and sales outreach and is famous for it because many competitors don’t offer it. If you us...

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Is Sprinklr a free digital experience platform?

No, Sprinklr isn't a free DXP but it does offer a 30-day free trial. It's not offered for all of its features, though. I looked and at the moment you can get a free trial for only Lite (meaning no...

See all answers

Can Sprinklr help a company provide good customer support?

I think if you're looking for a digital experience platform that values your customers most, you're asking about the right one, as the whole philosophy Sprinklr seems to have is about your clients...

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What do you like most about Zendesk Support?

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 ...

See all answers

What is your experience regarding pricing and costs for Zendesk Support?

Zendesk's pricing is reasonable. It is not the cheapest solution nor the most expensive, but it provides value for money.

See all answers

What needs improvement with Zendesk Support?

There could be improvements in integration, which can be achieved with APIs or tools like Zapier ( /products/zapier-reviews ). However, easier integration could enhance the usability. Multilingual ...

See all answers

Comparisons

NICE CXone vs Sprinklr

Compared 27% of the time

HootSuite vs Sprinklr

Compared 20% of the time

Salesforce Marketing Cloud vs Sprinklr

Compared 16% of the time

Khoros Social Media Management vs Sprinklr

Compared 11% of the time

Adobe Experience Cloud vs Sprinklr

Compared 10% of the time

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ServiceNow vs Zendesk

Compared 17% of the time

Freshservice vs Zendesk

Compared 7% of the time

JIRA Service Management vs Zendesk

Compared 7% of the time

PagerDuty Operations Cloud vs Zendesk

Compared 6% of the time

BMC Helix ITSM vs Zendesk

Compared 5% of the time

More Zendesk Competitors

Product Reports

Buyer's Guide

Sprinklr

July 2025

Download Sprinklr product report

Buyer's Guide

Zendesk

July 2025

Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Sprinklr is an established customer experience platform (CMX) used by many well-known business giants to advertise, market, and research. Sprinklr understands the needs of customers for a unified experience and provides them with modern research, modern care, modern marketing and advertising, and social engagement and sales, helping companies improve their reach as well as their ROI.

Sprinklr Features

Sprinklr aims to bring the ultimate unified digital experience through services like enablement, success management, transformation and managed services, strategy and analytics, and moderation services. The features that Sprinklr offers include:

Modern care: Sprinklr is dedicated to customer support, helping companies enhance the digital experience through features that include conversational AI, IVR deflection, case management, CSAT prediction, guided workflows, knowledge base, AI agent assistance, AI routing, and automated quality audits.
Modern research: Sprinklr not only allows companies to manage incoming customer inquiries, but it also provides extensive data about the digital experience companies are providing to their clients. Organizations can easily access performance reports all in one place and use the data to change the areas where they're not performing well. The insights are provided thanks to features such as AI-powered insight on current events, allowing companies to fix potential risk issues and transform feedback from customers into solutions for the improvement of the digital experience.
Modern marketing and advertising: Once a company decides to provide its users with a digital experience, it should concentrate not only on the content it's providing, but also on the way it's reaching its target. That's why Sprinklr offers features for marketing and advertising that allow organizations to access the marketing for their brands in a single platform while delivering their content across many different channels. This category features campaign planning, workflow management, automated task assignment, integrated asset management, unified calendar, ads management, dark post moderation, omnichannel analytics, and advocacy. All the provided features allow companies to deliver marketing and advertising that will expand their digital experience and reach a vast array of clients.
Social engagement and sales: Sprinklr provides features that help companies to enhance their social engagement and sales and potentially generate more revenue. These features, which include conversational commerce, a gallery, and customization for communities, allow companies to deliver a more efficient digital experience through social media and reach more groups of clients.

Sprinklr Benefits

The benefits of Sprinklr include:

Easy, all-in access to user insight and data
Thorough social media engagement reports
AI integrations for customer support

Sprinklr

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

Zendesk

Sample Customers

GoDaddy, Samsung, GAP, P&G, Nike, Cisco, Intel, NHL, Dell, Groupon, Starwood Hotels & Resorts, Virgin America, Frontier Airlines

Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber

Buyer's Guide

Sprinklr vs. Zendesk

July 2025

Free Report: Sprinklr vs. Zendesk

Find out what your peers are saying about Sprinklr vs. Zendesk and other solutions. Updated: July 2025.

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