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— Zendesk CRM Alternatives —

Best Zendesk CRM alternatives

Unveiling Top CRM Alternatives

Introduction:

Zendesk, a customer service platform, has expanded into CRM. Not every business needs Zendesk CRM. This guide shows you the best alternatives to Zendesk CRM. It helps you make an informed decision.

What is Zendesk CRM and Why Look for Alternatives?

 

Zendesk CRM helps businesses manage customer interactions, sales pipelines, and marketing campaigns. It works with other Zendesk tools, making workflows easier for businesses already using Zendesk. However, Zendesk CRM might not have enough features or be affordable for some businesses. Some businesses prioritize sales or marketing, so Zendesk CRM might not be the right choice for them.

Exploring Top CRM Alternatives to Zendesk

The CRM market offers lots of different options to Zendesk. Each one is good for different businesses and budgets. We’ll look at some of the top options, including pricing, features, support, and user reviews.

 

HubSpot CRM:

HubSpot’s free CRM is a great choice for businesses on a budget. Paid tiers offer more advanced features like marketing automation, analytics, and service.

Pricing: HubSpot offers a free-forever CRM plan with core contact management, deal tracking, and email marketing tools. Paid tiers unlock advanced features like marketing automation, analytics, and service functionalities. Pricing starts at $45/month per user for the Starter Marketing Hub.

Features: HubSpot’s CRM shines in its ease of use and integration with other HubSpot marketing tools. Key features include:

  • Contact management.
  • Deal tracking.
  • Email marketing tools.
  • Landing page builder.
  • Marketing automation.
  • Reporting and analytics.

Implementation: HubSpot boasts a user-friendly interface with readily available resources and tutorials. Free plans offer self-service implementation, while paid tiers have optional onboarding assistance.

Support: HubSpot provides comprehensive support options, including a knowledge base, live chat, and community forums. Paid plans offer phone and email support. User reviews consistently praise HubSpot’s exceptional customer service.

Feature HubSpot CRM Zendesk CRM
Focus Inbound marketing and sales
Customer service and support
Strengths Free-forever plan, user-friendly interface, strong marketing automation tools
Excellent customer service functionalities, integrations with Zendesk ecosystem
Weaknesses Limited customer service features in free plan, less robust reporting compared to Zendesk
Lacks depth in marketing automation compared to HubSpot, potentially higher costs for sales features
Target Users Businesses of all sizes, particularly those prioritizing inbound marketing and sales
Businesses of all sizes, especially those seeking robust customer service functionalities
Pricing Free-forever plan with limited features, paid tiers offer advanced marketing, sales, and service functionalities
Paid plans only, with costs potentially escalating for advanced features
Ease of Use Exceptionally easy to learn and use
User-friendly, but some customer service features may require additional training
Marketing Automation Strong marketing automation tools in paid tiers
Limited marketing automation capabilities
Customer Service Basic customer service features in free plan, advanced functionalities in paid tiers
Extensive customer service functionalities, integrations with Zendesk ticketing system
Reporting & Analytics Good reporting and analytics for marketing and sales, but may not be as in-depth as Zendesk for support metrics
Robust reporting and analytics for customer service performance and agent productivity
Integrations Integrates with various marketing and sales tools
Integrates seamlessly with other Zendesk products and various third-party applications

 

Salesforce Sales Cloud:

Salesforce is a CRM powerhouse with a lot of features, including sales pipeline management, opportunity tracking, and reporting. It works well with other apps, so it’s a good choice for larger, data-driven companies. However, it can be difficult to learn and more expensive.

Pricing: Salesforce employs a tiered pricing structure, with plans starting around $25/month per user. However, the cost can escalate quickly depending on the chosen features and number of users.

Features: Salesforce is a feature-rich CRM giant, catering to complex sales processes and data-driven organizations. Key features include:

  • Sales pipeline management
  • Opportunity tracking
  • Advanced reporting and analytics
  • Customization options
  • Extensive app integrations

Implementation: Salesforce implementation can be complex, often requiring professional assistance. Costs for customization and integration can be significant.

Support: Salesforce offers a range of support options, including online resources, phone support (paid plans), and Premier Success Plans with dedicated account management (additional cost).

 

Feature Salesforce Zendesk
Focus Comprehensive CRM for sales, marketing, customer service, and more
Customer service platform with expanding CRM functionalities
Strengths Extensive feature set, robust reporting and analytics, highly scalable
User-friendly interface, excellent customer service support, integrates with existing Zendesk tools
Weaknesses Steeper learning curve, potentially higher costs, complex customization
Limited feature set compared to Salesforce, less suitable for complex sales processes
Target Users Large, data-driven organizations, businesses requiring advanced CRM functionalities
Businesses prioritizing customer service, organizations already invested in the Zendesk ecosystem
Pricing Wider range of pricing options, potentially higher costs depending on features and users
Generally more affordable, subscription plans cater to different team sizes
Ease of Use More complex to learn and use
User-friendly interface, easier to navigate
Scalability Highly scalable
Scalable to a certain extent
Customization Extensive customization options
Limited customization options
Sales Features In-depth sales pipeline management, opportunity tracking, advanced automation
Basic sales pipeline management, lead management
Marketing Features Comprehensive marketing automation, campaign management, analytics
Limited marketing functionalities
Customer Service Features Integrated ticketing system, knowledge base management
Robust ticketing system, self-service portal functionalities
Integrations Integrates with various third-party applications
Integrates seamlessly with other Zendesk products

 

Zoho CRM:

Zoho offers a great deal. It has the same features as Zendesk CRM, including modules for sales, marketing, customer service, and inventory management. Zoho is affordable and can be used by any size business. Zoho apps work together.

Pricing: Zoho offers competitive pricing plans, with options starting around $12/month per user. It’s known for its affordability and scalability, appealing to businesses of all sizes.

Features: Zoho boasts a comprehensive feature set rivaling Dynamics 365. Key features include:

  • Sales pipeline management
  • Marketing automation
  • Customer service tools
  • Inventory management (paid plans)
  • Integration with other Zoho applications

Implementation: Zoho offers a relatively user-friendly implementation process with readily available resources and tutorials. Paid plans may offer additional implementation assistance.

Support: Zoho provides a knowledge base, community forums, and email support. Phone support is available in certain paid plans. Reviews generally commend Zoho’s helpful customer support team.

 

Feature Zoho CRM Zendesk CRM
Focus Comprehensive CRM with modules for sales, marketing, customer service, etc.
Customer-centric CRM with emphasis on support and ticketing
Strengths Affordable, scalable, wide range of features, integrates with other Zoho applications
User-friendly interface, integrates with Zendesk customer service tools, strong ticketing functionalities
Weaknesses Can be complex to set up for extensive functionalities
Limited features outside of customer service and ticketing, less suitable for complex sales or marketing needs
Target Users Businesses of all sizes, organizations seeking a comprehensive CRM solution
Businesses prioritizing customer service and support, existing Zendesk users
Pricing More affordable base plan, additional costs for advanced features
Generally more expensive, tiered pricing based on features and support options
Ease of Use User-friendly, but some features have a learning curve
Exceptionally easy to learn and use, particularly for ticketing functionalities
Scalability Highly scalable
Scalable to a certain extent
Customization Moderate customization options
Limited customization options
Integrations Integrates with other Zoho applications and various third-party tools
Integrates seamlessly with Zendesk customer service tools and some third-party applications
Customer Service Built-in modules for managing customer service interactions
Focuses on ticketing and support functionalities, may require additional tools for comprehensive customer service
Marketing Offers marketing automation and campaign management features (paid plans)
Limited marketing functionalities

 

Freshsales:

Freshsales shines in its user-friendliness and affordability. Its intuitive interface empowers sales teams to efficiently manage leads, close deals, and communicate with customers. Freshsales offers robust features like email integration, social media monitoring, and built-in telephony, making it a well-rounded solution for sales-focused teams.

Pricing: Freshsales offers a free plan with basic features and paid plans starting around $9/month per user. It positions itself as an affordable and user-friendly CRM solution.

Features: Freshsales focuses on user-friendliness and core sales functionalities. Key features include:

  • Contact management
  • Deal tracking
  • Email integration
  • Social media monitoring
  • Built-in telephony (paid plans)

Implementation: Freshsales is known for its ease of implementation, with a user-friendly interface and readily available resources.

Support: Freshsales provides a knowledge base, email support, and live chat support in paid plans. Customer reviews generally find Freshsales support to be responsive and helpful.

 

Feature Freshsales Zendesk CRM
Focus Sales-focused CRM with strong lead management and communication tools
Customer-centric CRM with functionalities for sales, marketing, and customer service
Strengths User-friendly, affordable, built-in telephony and social media monitoring
Integrates seamlessly with Zendesk customer service tools, strong service functionalities
Weaknesses Limited features outside of sales pipeline management, less suitable for complex marketing or service needs
Can be complex to set up for extensive functionalities, potentially higher costs for advanced features
Target Users Sales teams, small & medium businesses seeking a user-friendly sales CRM
Businesses prioritizing customer service, organizations already invested in the Zendesk ecosystem
Pricing More affordable base plan, additional costs for advanced features
Generally more expensive than Freshsales, tiered pricing based on features and users
Ease of Use Exceptionally easy to learn and use
User-friendly, but some features might require additional training
Scalability Scalable to a certain extent
Scalable to a certain extent
Customization Limited customization options
Limited customization options
Communication Features Strong built-in email integration, social media monitoring, telephony (paid plans)
Integrates with Zendesk messaging tools, basic email integration
Sales Pipeline Management Robust pipeline with clear deal stages and tracking
Weaker pipeline management compared to Freshsales
Marketing & Service Limited functionalities
Offers marketing automation and service functionalities (additional costs)
Integrations Integrates with various third-party tools for marketing, automation, etc.
Integrates seamlessly with other Zendesk products

 

Pipedrive:

Pipedrive takes a unique visual approach to sales management. Its sales pipeline visualization makes it easy to track the progress of deals and identify potential bottlenecks. Pipedrive is particularly well-suited for businesses with straightforward sales processes and a focus on deal velocity.

Pricing: Pipedrive offers tiered pricing plans, starting around $12.50/month per user. It positions itself as a sales-focused CRM with a focus on simplicity and affordability.

Features: Pipedrive takes a unique visual approach to sales management, focusing on deal pipelines. Key features include:

  • Sales pipeline visualization
  • Deal tracking
  • Activity management
  • Email integration

Implementation: Pipedrive boasts a user-friendly interface and straightforward implementation process.

Support: Pipedrive offers email support, live chat support (paid plans), and a knowledge base. Customer reviews generally find Pipedrive support to be helpful and responsive.

 

Feature Pipedrive Zendesk
Focus Sales-focused CRM with visual pipeline management
Customer service platform with expanding CRM functionalities
Strengths User-friendly interface, strong visual pipeline for deal tracking, affordable
Excellent customer service tools, integrations with Zendesk ecosystem
Weaknesses Limited features outside of sales pipeline management, less suitable for complex marketing or service needs
Less robust sales pipeline management, can be complex for teams prioritizing customer service
Target Users Sales teams, businesses focused on deal velocity and pipeline visualization
Businesses prioritizing customer service, organizations already invested in Zendesk ecosystem
Pricing Generally more affordable, tiered pricing based on team size
More expensive plans depending on chosen features and functionalities
Ease of Use Easy to learn and use
Learning curve can be steeper for complex functionalities
Scalability Scalable to a certain extent Highly scalable
Customization Limited customization options
Moderate customization options
Pipeline Management Strength lies in visual pipeline with clear deal stages and tracking
Weaker pipeline management, less visual representation of deal flow
Marketing & Service Limited functionalities
Robust customer service tools, basic marketing functionalities
Integrations Integrates with various third-party tools for marketing, automation, etc.
Integrates seamlessly with other Zendesk applications

 

Pricing, Features, Implementation, and Support: A Comparative Lens

When evaluating CRM alternatives, consider the following factors:

  • Pricing: Compare pricing models – subscription fees, per-user costs, and additional charges for advanced features.
  • Features: Identify functionalities that align with your specific business needs. Don’t overpay for features you’ll never use.
  • Implementation: Assess the ease of implementation, considering your technical resources and budget for customization.
  • Support: Evaluate the level of support offered, including training materials, customer service responsiveness, and available support channels.

Ericson Da Silva.

Ericson has been Working on with CRM and Marketing Automation since 2013 with clients all over the US, UK, Switzerland, Norway, China and Spain. If you have any questions or you want someone to help you implement your CRM solution, you can book a FREE consultation here.