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— Top CRM comparison —

The best comparison between Zoho and Zendesk

Choosing the Right CRM Solution for Your Business

In the world of customer relationship management (CRM), Zoho and Zendesk have emerged as two key players, each offering unique features and benefits. But how do they stack up against each other? In this article, we’ll delve into the intricacies of these platforms, examining their strengths and weaknesses to help you make an informed decision that aligns with your business needs.

Introduction to Zoho and Zendesk

Zoho and Zendesk are renowned CRM platforms that aim to streamline and enhance customer relationships. While Zoho boasts an extensive suite of applications catering to various business needs, Zendesk is primarily focused on providing efficient customer support solutions.

 

What is Zendesk, and what is its purpose?

Zendesk is a software company specializing in providing support and sales products, aiming to enhance the relationship between businesses and their clients.

The complete customer service solution, known as Support, by Zendesk allows for customer support through messaging, live chat, social media, email, or voice, using a user-friendly omnichannel interface.

 

Zendesk also serves the following purposes:

 

1. Empowering Customers:

Zendesk enables individuals to resolve issues at their own pace and reduces resolution times through an integrated help center and community forum within the customer support software.

2. Customizing Large-Scale Interactions: 

Zendesk ensures each client feels valued without sacrificing productivity through process automation and AI-driven bots, even as your business expands.

3. Unifying the Agent Workspace: 

Zendesk centralizes data in a single location with customer support software, making tracking, prioritizing, and responding to inquiries easier. This tool provides a comprehensive customer context and integrates with over 1,000 pre-designed integrations.

 

What is Zoho, and what is its purpose?

Zoho serves as a customer relationship management software recommended for very small businesses. It enables interaction with your audience, manages message flows, and provides assistance to users with issues.

Some users claim the interface isn’t visually appealing and hampers the work experience. Integrations with other apps are limited and sometimes malfunction. Additionally, technical knowledge and sophisticated skills are required to utilize some platform features.

Zoho CRM automates routine sales, marketing, and support functions that take up valuable work time, giving businesses more time to concentrate on their customers. It also creates optimized workflows that help reduce manual data entry, eliminate redundancies, and speed up the overall process.

 

Feature Zoho Zendesk
Customer service focus Supports a wide variety of use cases Exclusively focused on CX
Scalability Missing critical capabilities to support more complex customer issues at scale Proven scalability
Quality support Users report receiving poor support from Zoho, citing difficulty reaching agents and not receiving much guidance Zendesk creates partnerships with customers, empowering you with our thought leadership and a team of experts ready to help you improve your customer experience

Price comparative

While both platforms offer a free trial without a credit card, Zoho also has a very appealing Essential plan, free for up to 3 agents. This makes it a viable option for freelancers or new businesses on a tight budget.

Zendesk’s most economical plan costs $5 per agent/month (from now on). The difference is more pronounced when comparing the Enterprise plans – Zoho’s costs $25 per agent/month, whereas Zendesk’s is $99, four times more! However, don’t make a decision until you’ve seen what features come with each plan.

 

User impressions

We have reviewed the most popular review websites like Softwareadvice and G2 Crowd to see what users think about both software solutions. Here’s what we found:

According to Softwareadvice.com, Zendesk has a rating of 4.0 and falls behind Zoho Desk with 4.5 out of 5. These scores are based on 665 user reviews for Zendesk and 1234 for Zoho, sourced from Softwareadvice.com, Capterra.com, and GetApp.com users.

On G2 Crowd, in the Zendesk Support vs Zoho Desk battle, the latter emerges as the winner. Zoho has a rating of 4.3 out of 5 with 410 reviews, whereas Zendesk Support scores 4.2 from 733 reviews.

Officially, Zoho Desk is better rated by users, but considering the significant disparity in the number of reviews and the marginal difference between the competitors’ ratings, it would be fair to say that both platforms are on the same page.

Having analyzed user opinions, we have identified both platforms’ typical pros and cons and organized them in the table below.

Zoho Desk Zendesk Support

What Users Like:

    Ticket Notifications
    Custom Reporting Capabilities
    Automation Rules
    Affordable Pricing

    User-Friendly Interface
    Wide Array of Features
    Abundant Integration Options
    Extensive Customization Capabilities
    Quality Technical Support

    What Users Dislike:

      Tendency to be sluggish
      Slow page loading times
      Difficulty in getting accustomed to the interface
      Subpar customer service
      Price increases with a higher number of agents
      Limited reporting
      Average knowledge base functionality

       

      Conclusion

      Overall, the battle between Zoho Desk and Zendesk Support doesn’t have a clear winner. Both are solid, high-quality solutions that stand among the leaders in help desk software. Consider your budget if you find it hard to choose between the two. Zoho Desk will be less expensive; Zendesk offers more power, but prices are considerably higher, especially for plans with sophisticated features and more agents.

      And, of course, one final way to decide between the two platforms is to try them out using their free trial periods. Remember, there’s no right or wrong choice. It all depends on your specific needs and preferences.

      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.