Microsoft Dynamics 365 Customer Service vs Zendesk comparison

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700 views|456 comparisons
93% willing to recommend
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Executive Summary

We performed a comparison between Microsoft Dynamics 365 Customer Service and Zendesk 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.
To learn more, read our detailed Microsoft Dynamics 365 Customer Service vs. Zendesk Report (Updated: May 2024).
770,924 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"Offers integration with hosted solutions.""Integration is seamless. I have integrated Microsoft Dynamics customer service with other systems.""I mainly do customer management, setting records, and things like that.""It is a stable product.""The data is always available to the users regardless of location because of the tool's cloud-based nature. The solution is highly stable. I rate it a perfect ten. The product is highly scalable Microsoft Dynamics 365 Customer Service stands out due to its rich features, ease of deployment, and straightforward licensing structure.""The insights are quite helpful.""There was a situation where we needed to integrate our system with other platforms quickly. Typically, this process would require using middleware or additional testing tools. However, integration was easy because we were using Microsoft Dynamics 365 Customer Service, which is a Microsoft product. It has built-in connectors that integrate with Microsoft systems, making the process much easier.""Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service."

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"I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions.""The feature to move over my customer experience team tickets for different specialists is very valuable for my team.""It is a scalable solution.""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.""Zendesk Support has a lot of good APIs.""One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting.""The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal.""The stability has been very good."

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Cons
"The product could be serverless.""The product doesn’t meet standard functionality. There should be enough features included in it.""The product is expensive. It keeps improving. Once you've invested a lot in it, switching to a different system is hard.""There are some occasional performance issues.""The technical support should be dramatically improved.""The solution could better integrate with other enterprise solutions.""The initial setup was not very straightforward because assigning the new processes with 365 was a bit complex.""I didn't like the solution very much because its functionality is a bit typical and old-fashioned, and the entire system needs upgrading."

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"The price of the solution should be reduced.""The dashboard could be better.""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.""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 solution itself wasn't easy to set up.""The support team is time-consuming, and they don't find the answer to our problem.""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.""There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."

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Pricing and Cost Advice
  • "I rate Microsoft Dynamics 365 Customer Service pricing a five out of ten."
  • "The solution has a corporate enterprise license, which large corporations sign."
  • "It is a decent price compared to multiple vendors and products available in the market."
  • "It is more expensive than other vendors."
  • "The product's licensing is straightforward. It's user-based, so you decide how many users you want to license, and that's it. On the value-for-money scale, it's average. You do get what you pay for, so I wouldn't call it expensive."
  • "The pricing seems fair."
  • "The tool is a bit on the expensive side if we purchase it individually."
  • More Microsoft Dynamics 365 Customer Service Pricing and Cost Advice →

  • "We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."
  • "The price is very competitive."
  • "Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."
  • "There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."
  • "You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."
  • More Zendesk Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to… more »
    Top Answer:You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well. The pricing is expensive. Back then, we were paying $51 per… more »
    Top Answer: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… more »
    Ranking
    18th
    out of 169 in CRM
    Views
    97
    Comparisons
    62
    Reviews
    13
    Average Words per Review
    335
    Rating
    7.9
    17th
    out of 169 in CRM
    Views
    700
    Comparisons
    456
    Reviews
    6
    Average Words per Review
    539
    Rating
    8.2
    Comparisons
    Also Known As
    Zendesk Support, Zendesk Guide, Zendesk Sell
    Learn More
    Overview

    Provide seamless, end-to-end experiences within a single solution built on the Microsoft Cloud to deliver consistent, connected support across channels.

    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.

    Sample Customers
    Information Not Available
    Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
    Top Industries
    REVIEWERS
    Computer Software Company38%
    Manufacturing Company25%
    Legal Firm13%
    Energy/Utilities Company13%
    REVIEWERS
    Computer Software Company24%
    Financial Services Firm14%
    Construction Company10%
    Non Profit7%
    VISITORS READING REVIEWS
    Computer Software Company22%
    Educational Organization10%
    Financial Services Firm6%
    University6%
    Company Size
    REVIEWERS
    Small Business60%
    Midsize Enterprise7%
    Large Enterprise33%
    REVIEWERS
    Small Business46%
    Midsize Enterprise35%
    Large Enterprise19%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise20%
    Large Enterprise55%
    Buyer's Guide
    Microsoft Dynamics 365 Customer Service vs. Zendesk
    May 2024
    Find out what your peers are saying about Microsoft Dynamics 365 Customer Service vs. Zendesk and other solutions. Updated: May 2024.
    770,924 professionals have used our research since 2012.

    Microsoft Dynamics 365 Customer Service is ranked 18th in CRM with 14 reviews while Zendesk is ranked 17th in CRM with 57 reviews. Microsoft Dynamics 365 Customer Service is rated 8.0, while Zendesk is rated 8.2. The top reviewer of Microsoft Dynamics 365 Customer Service writes "A stable solution that can be used for regular office communication, collaboration, and office documentation". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Microsoft Dynamics 365 Customer Service is most compared with , whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Microsoft Dynamics 365 Customer Service vs. Zendesk 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.