Salesforce Service Cloud and Zendesk compete in the CRM and customer service software category. Salesforce seems to have the upper hand in customization and robust integration capabilities, while Zendesk is noted for its ease of use and straightforward setup.
Features: Salesforce Service Cloud is known for its rich customization capabilities, robust integrations with platforms including Marketo, and excels in case management, reporting, and automation. Its platform is highly customizable and upgradeable, leveraging powerful APIs for integration. Zendesk offers strong ticket management, ease of configuration, and efficient integration with popular apps like JIRA. It focuses on simplicity and features like macros, reporting, and a self-service portal.
Room for Improvement: Salesforce users cite issues with its complex pricing structure, cumbersome email integration, and a need for enhanced knowledge management. Frequent updates complicate user experiences. Zendesk users seek better customization options in reporting and support for more channels, along with improvements in ticket merging and multilingual support capabilities.
Ease of Deployment and Customer Service: Salesforce Service Cloud is primarily deployed on public cloud infrastructure and is praised for excellent customer support. It has extensive resources and community support, though Level One support can be challenging. Zendesk supports cloud hosting models including private and hybrid, with its customer and technical support rated favorably, though lacking some advanced features Salesforce offers.
Pricing and ROI: Salesforce Service Cloud is generally viewed as expensive, with a suggestion to negotiate pricing for advanced features. However, it offers high ROI due to automation and comprehensive functionalities, catering mainly to larger enterprises. Zendesk’s pricing, though on the high side, is competitive and offers good value, focusing on simplicity and efficiency, providing substantial ROI.
Salesforce Service Cloud requires significant maintenance effort to see ROI.
Unless you have premium support, assistance is restricted.
The technical support provided by Zendesk has been very satisfactory.
Nobody can compete with Salesforce Service Cloud's scalability.
Zendesk can scale from very small companies to very large ones.
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption.
The stability has been quite reliable.
Salesforce Service Cloud should focus on simplification.
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
Salesforce Service Cloud is expensive.
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
It is not the cheapest solution nor the most expensive, but it provides value for money.
Salesforce Service Cloud improved our organization with its mobile capabilities.
Salesforce Service Cloud offers pre-built packages that are best in class.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.
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.
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.
