We performed a comparison between Siebel 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."Siebel offers a high level of customization which has been valuable. The solution also offers the ability to model complex products."
"The solution's order management pack is quite fantastic."
"Due to the many features that are built in from a CRM perspective, it is the best product we have."
"It is quite robust and flexible. You can develop almost anything you want. You go into the tools, and you can do anything you want."
"The flexibility is very good."
"Siebel is easy to configure and comes with various pre-built industry verticals, so it doesn't require much effort. If you want to roll out Siebel in telecom or manufacturing, they have the verticals."
"The tool's complaint management feature is very good. We used a CRM before, which lacked the integrations, so complaints had to be handled manually. With Siebel CRM, we have better integrations and can resolve complaints with a few clicks. When you're in the service industry, tasks matter a lot, especially when you have to access multiple systems to address issues. Being a bank, we currently have around 17 operational systems. It's not feasible to expect users to access them individually to make the necessary changes."
"Siebel CRM is the number one CRM product in the world."
"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."
"Zendesk Support has a lot of good APIs."
"It's very convenient to use."
"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."
"The initial setup is simple and straightforward."
"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 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 feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"However, there are areas that this product has not evolved at par with global industry trends, including the UX/UI and cloud capabilities."
"Siebel CRM should improve its UI. Because it's all about the customer experience and how the customer experiences it, the internal customer is more important for CRM than the people handling the company. So, you get frustrated if you don't have a very good user interface and user experience."
"Siebel CRM can improve as an ERP and for a few corporate business workloads."
"The UI could be improved by being fully cloud native as this is what our customers are looking for. It would also be great to see what updates are coming up for release and for updates to take place automatically without manual intervention."
"It is difficult to set up."
"The solution itself is very heavy."
"Siebel is pricey compared to other CRM tools. That's the problem. Although it's a highly stable and functionally rich application, customers are not willing to pay that price for it. Customers can find CRM software that gives them similar functionality at a lower price. There are so many others on the market like Salesforce."
"The documentation needs to be improved."
"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."
"The price of the solution should be reduced."
"It needs to improve in terms of its flexibility, price, and installation."
"The solution itself wasn't easy to set up."
"The solution could integrate better with QR codes from some websites such as Facebook."
"The support team is time-consuming, and they don't find the answer to our problem."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
Siebel CRM is ranked 5th in CRM with 16 reviews while Zendesk is ranked 16th in CRM with 57 reviews. Siebel CRM is rated 7.8, while Zendesk is rated 8.2. The top reviewer of Siebel CRM writes "Comes with complaint management feature but improvement is needed in UI ". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Siebel CRM is most compared with Microsoft Dynamics CRM, SAP CRM, Oracle CRM, Oracle CX Sales and Salesforce Sales Cloud, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Siebel CRM vs. Zendesk report.
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