Zoho Desk and Zendesk compete in the customer service software category. Zoho Desk appears to have the upper hand due to its economical pricing and flexibility suited for startups and small businesses.
Features: Zoho Desk provides extensive customization, seamless integration with platforms like AWS Connect, and effective management of customer engagements across multiple channels. It is user-friendly and adept at handling inbound inquiries. Zendesk offers superior ticket management, integrations with business applications, and intuitive reporting features, along with a Help Center and multi-brand features designed for larger organizations.
Room for Improvement: Zoho Desk could improve its IT service management policy support, social media tracking, and integration capabilities with external tools, as well as offering more advanced customization options for layout designs. Zendesk faces criticism for its less intuitive admin console, limited customization options for triggers and macros, and desires for enhanced reporting capabilities and integration of side conversations. High licensing costs and customization limitations are also noted challenges.
Ease of Deployment and Customer Service: Zoho Desk supports flexible deployments in Public, Private, and Hybrid Clouds and is generally well-rated for technical support, though knowledge gaps are occasionally reported. Zendesk offers similar deployment options, including on-premises capabilities, and faces mixed reviews regarding customer service, indicating an opportunity to improve its support knowledge and response consistency.
Pricing and ROI: Zoho Desk is noted for its economical pricing and flexibility in subscription models, making it attractive to startups and small businesses with budget-conscious approaches. It is perceived as cost-effective with potential for positive ROI. In contrast, Zendesk is seen as more expensive, especially at the enterprise level, with additional costs for enhanced features and support. However, many users recognize the value Zendesk offers through its comprehensive customer experience capabilities and integration options, which may offset initial pricing concerns with long-term benefits.
The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.
The technical support provided by Zendesk has been very satisfactory.
the experience was satisfactory
I find the response time in emails to be very good, and the solutions provided are simple.
Zendesk can scale from very small companies to very large ones.
The stability has been quite reliable.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
It is not the cheapest solution nor the most expensive, but it provides value for money.
The pricing for each user is around $350, with penalties if not all users in a company are licensed.
The price point is a concern.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.
The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.
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.
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.
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