We performed a comparison between Oracle CRM 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."It is difficult to highlight the most valuable features because the system as a whole works very well for our loyal program. It is a very good system and I believe that they are the oldest loyalty system on the market. The service is very good, with many customizable options, and has a strong database to help us build our rules and point systems for the loyal program."
"Technical support is very fast. It's customer friendly."
"Oracle CRM is a versatile solution with many features and functionalities that makes it a suitable solution for many different business use cases."
"The reporting features are valuable."
"It's very easy to find any customer-related data."
"Oracle CRM's best feature is its ability to customize as per specific organization's requirements."
"Oracle CRM helped us better understand the customer journey."
"We are able to take back control of our client sales information and analyze it for the future to improve."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"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."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"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."
"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."
"It's very convenient to use."
"The initial setup is simple and straightforward."
"The configuration requires a lot of technical intervention."
"The one thing that I hate about it is when you pay for services for a certain amount of time, the service ends just before it should be over. For example, I may pay for a month of service, but it will tell me the service is over before the month ends."
"The cost can be a bit more expensive compared to other options."
"Oracle CRM should have more integration with different platforms."
"A specialized team is required for managing Oracle, which is extra overhead for the customer."
"It’s complex to customize the tool."
"Their support could be faster. Like any other solution provider, in some cases, it takes time to get their response, and sometimes, they do not fix the issue in the first round. Therefore, we have to go through another round."
"The licensing is expensive."
"The dashboard could be better."
"It wasn't easy to set up so we're only using a third of all of the features,"
"The support team is time-consuming, and they don't find the answer to our problem."
"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."
"It needs to improve in terms of its flexibility, price, and installation."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"You couldn't give administrative access to new hires."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
Oracle CRM is ranked 7th in CRM with 31 reviews while Zendesk is ranked 16th in CRM with 57 reviews. Oracle CRM is rated 7.8, while Zendesk is rated 8.2. The top reviewer of Oracle CRM writes "The solution is easy to deploy, scalable, and stable". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Oracle CRM is most compared with Siebel CRM, SAP CRM, Microsoft Dynamics CRM, Amdocs CRM and Salesforce Sales Cloud, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Oracle CRM 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.
