Try our new research platform with insights from 80,000+ expert users

UserVoice vs Zendesk comparison

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

UserVoice
Average Rating
8.6
Number of Reviews
5
Ranking in other categories
Customer Feedback Management (21st)
Zendesk
Average Rating
8.2
Reviews Sentiment
6.7
Number of Reviews
61
Ranking in other categories
CRM Customer Engagement Centers (6th), CRM (17th), Help Desk Software (8th), IT Service Management (ITSM) (8th), Sales Force Automation (9th), Reporting (15th), Knowledge Management Software (5th), Community Platforms (2nd)
 

Mindshare comparison

While both are Customer Relationship Management solutions, they serve different purposes. UserVoice is designed for Customer Feedback Management and holds a mindshare of 3.5%, down 5.1% compared to last year.
Zendesk, on the other hand, focuses on CRM Customer Engagement Centers, holds 6.9% mindshare, down 7.7% since last year.
Customer Feedback Management Market Share Distribution
ProductMarket Share (%)
UserVoice3.5%
Qualtrics XM Platform28.5%
Alchemer Mobile12.2%
Other55.8%
Customer Feedback Management
CRM Customer Engagement Centers Market Share Distribution
ProductMarket Share (%)
Zendesk6.9%
Microsoft Dynamics CRM19.1%
Salesforce Service Cloud13.7%
Other60.3%
CRM Customer Engagement Centers
 

Featured Reviews

it_user494850 - PeerSpot reviewer
The knowledge base was instrumental in elevating our self-help tools for clients. We took all of our user guides to the cloud, as well as other client-facing documents.
I would like to see more flexibility in UserVoice when it comes to content sharing / privacy. We have clients with custom builds, and I would like to have an easy way to host all of their custom content in the same KB and maintain those articles that are only visible to those clients. When I was with ReadyPoint, we had public content (applicable to every client) and private content (applicable only to one client's customizations, etc.). We were told by UserVoice that there was not a way to control who could see what content on a KB at the article level, and so parts of the information available on the KB (for example, the article about logging in and password setup) was not applicable to a large section of our clients (who had a custom login screen), and therefore caused lots of confusion.
JohanSkibdahl - PeerSpot reviewer
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, enhancing our workflows.
report
Use our free recommendation engine to learn which Customer Feedback Management solutions are best for your needs.
867,836 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
No data available
Computer Software Company
22%
Manufacturing Company
7%
Performing Arts
6%
Educational Organization
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
By reviewers
Company SizeCount
Small Business29
Midsize Enterprise20
Large Enterprise11
 

Questions from the Community

Ask a question
Earn 20 points
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 ...
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.
What needs improvement with Zendesk Support?
I'm going to piggyback on what I said regarding Freshdesk concerning what could be better in Zendesk: incorporate more AI. I know many CRM tools are already on the way to do that.
 

Comparisons

No data available
 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

PicCollage, FullContact, Bing Ads, zynga, Microsoft, Zillow, hootsuite, Sephora
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber