We performed a comparison between Microsoft Dynamics CRM and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two CRM Customer Engagement Centers solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The most valuable features of Microsoft Dynamics CRM are its easy operations and functionality."
"The history of engagement with our customers, including all conversations, has been most valuable when using this solution."
"The most valuable feature is that because this solution uses the cloud, you only have to install it and allocate it to a user, making it quite easy to use."
"The stability is excellent."
"The initial setup is pretty straightforward."
"It integrates well with other Microsoft products."
"The solution's return on investment is worth it."
"I like the fact that I can keep track of everything I do in relation to my own job."
"Zendesk Support has a lot of good APIs."
"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."
"The product offers very good management. It has a great ability to assign tickets based on content."
"The initial setup is simple and straightforward."
"We rarely had issues with Zendesk."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"It's a very stable tool, very powerful."
"The price of Microsoft Dynamics CRM could improve."
"My company's biggest challenge with Microsoft Dynamics CRM is wanting to market solely to leads without having to create a contact and link the contact to the lead. From a marketing standpoint, there's room for improvement in the lead process of Microsoft Dynamics CRM."
"They should work on improving the solution's scalability."
"It is difficult to qualify opportunity in Microsoft Dynamics CRM."
"Microsoft Dynamics CRM can improve the integration with the other system. If they have more flexibility to connect with another system it will be more effective."
"Sometimes Microsoft's support can be difficult to contact, and it can take a while to get a response to a ticket."
"There are more people using Salesforce. Therefore, there are more partners, and applications for it, and is easier to use."
"Microsoft Dynamics CRM is not that customizable, you can customize it, but a lot of it is still pre-built in a way that you have a lot of details in there that you don't need."
"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."
"The dashboard could be better."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"The solution could integrate better with QR codes from some websites such as Facebook."
"It needs to improve in terms of its flexibility, price, and installation."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"The solution itself wasn't easy to set up."
Microsoft Dynamics CRM is ranked 1st in CRM Customer Engagement Centers with 68 reviews while Zendesk is ranked 4th in CRM Customer Engagement Centers with 57 reviews. Microsoft Dynamics CRM is rated 7.6, while Zendesk is rated 8.2. The top reviewer of Microsoft Dynamics CRM writes "Intuitive APIs, customizable design, but dashboards could improve". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Microsoft Dynamics CRM is most compared with Salesforce Sales Cloud, SAP CRM, ServiceNow and Siebel CRM, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Moveworks. See our Microsoft Dynamics CRM vs. Zendesk report.
See our list of best CRM Customer Engagement Centers vendors, best CRM vendors, and best Sales Force Automation vendors.
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