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."Oracle CRM is a stable solution."
"The reporting features are valuable."
"We are most comfortable with the user interface that Oracle CRM has, it is very good."
"Case management, incident management, and request management features are valuable."
"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."
"Everything related to insights and dashboards is valuable. It is great for tracking all the effort and generating reports."
"The most important feature is the ability to assign a plan using the manual close function."
"Technical support is very fast. It's customer friendly."
"It is a scalable solution."
"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."
"The initial setup is simple and straightforward."
"Zendesk Support has a lot of good APIs."
"Its agility and simplicity are the most valuable features. This tool is very user-friendly."
"The product offers very good management. It has a great ability to assign tickets based on content."
"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."
"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."
"This solution is only available on-premises. It could be improved by offering a cloud/SaaS option which is more scalable."
"The product is not intuitive."
"In the planning area in order to calculate commissions the function could be improved. Currently, we are not using that functionality because it is very basic."
"The user interface and performance could be better."
"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."
"I'd like to see more feature enhancements."
"The product's UI lags, and with all the new technologies, it is not quick enough to adopt them."
"It’s complex to customize the tool."
"The price of the solution should be reduced."
"The dashboard could be better."
"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."
"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."
"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 wasn't easy to set up so we're only using a third of all of the features,"
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"It needs to improve in terms of its flexibility, price, and installation."
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.
