Salesforce Service Cloud vs Zendesk comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Salesforce Service Cloud 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.
To learn more, read our detailed Salesforce Service Cloud vs. Zendesk Report (Updated: March 2024).
765,386 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
"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number.""The product's initial setup phase was straightforward.""The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians.""The complexity of the solution is very less.""We use Salesforce Service Cloud for lead management and opportunity management.""The most valuable feature of Salesforce Service Cloud is its ease of use.""The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization.""I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."

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"The initial setup is simple and straightforward.""It's very convenient to use.""It is very easy to connect back and forth between the requester and the person fulfilling the ticket.""The product offers very good management. It has a great ability to assign tickets based on content.""It's a very stable tool, very powerful.""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 stability has been very good.""Its agility and simplicity are the most valuable features. This tool is very user-friendly."

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Cons
"There is room for improvement in pricing.""The integrations with other solutions can be improved.""The pricing for what Salesforce Service Cloud offers is not great.""Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map.""The product's high price is an area of concern where improvements are required.""Salesforce Service Cloud's report functionality could be improved.""The main concern for me revolves around the speed of certain integrations.""I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."

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"It needs to improve in terms of its flexibility, price, and installation.""The support team is time-consuming, and they don't find the answer to our problem.""The price of the solution should be reduced.""Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful.""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.""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.""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.""They have something called Zendesk Explore, which isn't as good as what they had in place previously."

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Pricing and Cost Advice
  • "I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."
  • "Salesforce is not a cheap product. It can be expensive."
  • "The price is too expensive."
  • "We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."
  • "The tool is pretty expensive."
  • "The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
  • More Salesforce Service Cloud 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:The tool is pretty expensive. We are spending a huge amount. I rate the pricing a nine out of ten.
    Top Answer:The documentation could be improved. Salesforce must provide a place to store certain categories of documentation.
    Top Answer:We use the product for our client database. We also use it to forecast a few deals due for closure in the coming financial quarters.
    Top Answer:It's a very stable tool, very powerful.
    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:It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some… more »
    Ranking
    Views
    625
    Comparisons
    533
    Reviews
    11
    Average Words per Review
    435
    Rating
    8.5
    Views
    513
    Comparisons
    341
    Reviews
    5
    Average Words per Review
    560
    Rating
    8.2
    Comparisons
    Also Known As
    Service Cloud
    Zendesk Support, Zendesk Guide, Zendesk Sell
    Learn More
    Overview

    Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

    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
    Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
    Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
    Top Industries
    REVIEWERS
    Manufacturing Company33%
    Computer Software Company11%
    Comms Service Provider11%
    Renewables & Environment Company11%
    VISITORS READING REVIEWS
    Computer Software Company19%
    Educational Organization15%
    Financial Services Firm10%
    Manufacturing Company8%
    REVIEWERS
    Computer Software Company24%
    Financial Services Firm14%
    Construction Company10%
    Non Profit7%
    VISITORS READING REVIEWS
    Computer Software Company21%
    Educational Organization10%
    Financial Services Firm6%
    University6%
    Company Size
    REVIEWERS
    Small Business31%
    Midsize Enterprise28%
    Large Enterprise41%
    VISITORS READING REVIEWS
    Small Business18%
    Midsize Enterprise25%
    Large Enterprise56%
    REVIEWERS
    Small Business46%
    Midsize Enterprise35%
    Large Enterprise19%
    VISITORS READING REVIEWS
    Small Business25%
    Midsize Enterprise19%
    Large Enterprise56%
    Buyer's Guide
    Salesforce Service Cloud vs. Zendesk
    March 2024
    Find out what your peers are saying about Salesforce Service Cloud vs. Zendesk and other solutions. Updated: March 2024.
    765,386 professionals have used our research since 2012.

    Salesforce Service Cloud is ranked 2nd in CRM Customer Engagement Centers with 38 reviews while Zendesk is ranked 3rd in CRM Customer Engagement Centers with 57 reviews. Salesforce Service Cloud is rated 8.6, while Zendesk is rated 8.2. The top reviewer of Salesforce Service Cloud writes "High scalability with good plugins and excellent customer visibility". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Salesforce Service Cloud is most compared with ServiceNow, Microsoft Dynamics CRM, Vlocity, JIRA Service Management and BSI, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Salesforce Service Cloud vs. Zendesk report.

    See our list of best CRM Customer Engagement Centers vendors, best Help Desk Software vendors, and best Knowledge Management Software vendors.

    We monitor all CRM Customer Engagement Centers 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.