We performed a comparison between Zendesk and Zoho CRM 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."It's a very stable tool, very powerful."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"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 product offers very good management. It has a great ability to assign tickets based on content."
"It is a scalable solution."
"Zoho CRM integrates easily with customer service workflows."
"There are many features that capture customer data."
"Its initial setup process for the cloud-based version is straightforward."
"The most valuable solution of Zoho CRM is lead management and analytics. It has a powerful analytics tool."
"Zoho CRM handles the entire customer relationship management, from lead generation to workflows, reports, and lead qualification."
"The most valuable features are the lead, opportunity and task management as well as dashboard creation, reporting, contact management and campaigns."
"Zoho CRM has a location-based feature where if I'm visiting certain customers in a day, it can indicate to me the most efficient route. However, this is if the location of all the offices or places is updated, it saves my time. The calendar in Zoho CRM is synchronized with Google Calander which is very useful for me."
"Zoho CRM is easy to use and easy to understand."
"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 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."
"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."
"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."
"You couldn't give administrative access to new hires."
"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."
"The solution could integrate better with QR codes from some websites such as Facebook."
"The solution's feature for forecast has limitations."
"There are at least two big pieces. One is just the ability to reorganize the data and clean it up to eliminate duplicates and things like that. It is very manual at the moment. It only gives us certain fields that we can check on. Because of our particular database, it creates a problem. We deal with hospitals, and there are 50 hospitals. It is tough to figure out which one is which. Is it this one or the other one? So, trying to clean things up is very difficult. I'd like to have more ability to share data fields. The data is structured into different buckets, and I frequently have to create the same field in two different buckets. It would be nice if I could just do a view-only field in another bucket. In my contact bucket, I would like to be able to have just a view-only of the account information so that I don't need to enter it again, which is what I have to do currently."
"Zoho CRM’s customer service can be a little difficult to reach sometimes."
"The solution can improve by having a policy that allows us to integrate with the cloud."
"The integration should be more user-friendly."
"Zoho CRM has a rule engine or a place where you can set certain rules. That's not evolved very much. They could improve this within the platform."
"Support could be more knowledgeable."
"I would like to see better integration with Zoho Creator."
Zendesk is ranked 17th in CRM with 57 reviews while Zoho CRM is ranked 6th in CRM with 47 reviews. Zendesk is rated 8.2, while Zoho CRM is rated 8.0. The top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". On the other hand, the top reviewer of Zoho CRM writes "A highly stable solution that allows customization and data sharing". Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM, whereas Zoho CRM is most compared with SAP CRM, monday.com, Bitrix24, Microsoft Dynamics CRM and LeadSquared. See our Zendesk vs. Zoho CRM report.
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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.
