We performed a comparison between Salesforce Sales Cloud 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."You can capture all the contacts that relate to an account or business, including personal details."
"Salesforce is such a widespread software in terms of what it can do and its scope. Theoretically, you can run a whole company off of it. There are many valuable features, such as reporting and analytics. You can customize almost the whole environment is what appeals to so many companies the most."
"We can also customize Salesforce Sales Cloud to our customer's company requirements. As for your demand, you can customize it. There are so many configurations we can do with the application. There is a lot of functionality that you can implement. It's an easy-to-use, user-friendly, and secure platform."
"The best features of the solution are its performance and stability."
"The type of customization that comes with Salesforce CRM gives me a lot of liberty and ease of access to add any information that I wish to add. For example, the name, email ID, designation, the name of the decision maker, when the client joined the company, and the amount of influence he will have on the product."
"The company wants to implement the idea of democracy within IT. As an end user, you can do a lot by yourself, so you do not have to write code. The idea is that they go for low-code and they use flow. It's possible to update records and do things like automation without writing real codes. I think this is one of the advantages of the solution."
"The most valuable features are performance and integration."
"There are many extremely useful features."
"It is a scalable solution."
"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."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"We rarely had issues with Zendesk."
"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 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."
"The initial setup is simple and straightforward."
"The areas revolving around archiving and backup in Salesforce Sales Cloud are not as advanced as some of the other solutions in the market."
"The performance is sometimes slow. There is too much information and this makes it difficult to find the answers we are looking for."
"The deployment of data from the development environment to production is also a weaker point because their solution is not powerful."
"The user interface could be more intuitive. I had some challenges with how to convert from a lead to an opportunity."
"I think the user experience could be improved. I would like the user interface to be a bit more user-friendly and modern."
"I need to do a lot of customization to implement an ERP solution for an energy and utilities client versus a BFS client. Salesforce should look at the common customizations each client wants and see how much of that can be standardized into industry-specific specific solutions. That would speed up implementation, so we don't need to go through the same steps a hundred times. Salesforce could do it once and put it out for the rest of the clients to use it."
"Sometimes they refresh the production environment, which can be a bit of a challenge."
"It is a bit pricey."
"It needs to improve in terms of its flexibility, price, and installation."
"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."
"It wasn't easy to set up so we're only using a third of all of the features,"
"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 could integrate better with QR codes from some websites such as Facebook."
"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."
"The solution itself wasn't easy to set up."
"The price of the solution should be reduced."
Salesforce Sales Cloud is ranked 3rd in CRM with 94 reviews while Zendesk is ranked 16th in CRM with 57 reviews. Salesforce Sales Cloud is rated 8.4, while Zendesk is rated 8.2. The top reviewer of Salesforce Sales Cloud writes "Vast, configurable, and offers great ROI". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Salesforce Sales Cloud is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle E-Business Suite, SAP ERP and IQVIA Orchestrated Customer Engagement, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Salesforce Sales Cloud vs. Zendesk report.
See our list of best CRM vendors and best Sales Force Automation vendors.
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.
