In the world of SaaS solutions, Zendesk vs. Salesforce is an ongoing debate. Though their fundamental features might seem similar, determining which one best fits your needs calls for a detailed analysis.
Zendesk has been in use since 2007 and is utilized by over 200,000 businesses across 160 countries today. On the other hand, Salesforce began way earlier in 1999 and leads the global CRM space in market share.
So, which one is the right fit for your business?
Let’s dive into that.
Simplify your work with the best helpdesk on the market
Now, let’s start with a Zendesk vs. Salesforce service cloud comparison table.
Zendesk vs. Salesforce comparison chart
Zendesk and Salesforce are two prominent help desk platforms enjoying top ratings across the leading review sites. And that’s because Zendesk exudes simplicity and straightforwardness, while the Salesforce ecosystem carries an air of complexity and an extensive range of features.
Here’s a Salesforce vs. Zendesk comparison table with the main aspects and ranking for a quick view.
| The tool’s main features | Zendesk | Salesforce |
|---|---|---|
| Out-of-the-box features | ⭐️⭐️⭐️⭐️ Simple to set up and use right away, straightforward onboarding; little or no code required | ⭐️⭐️⭐️ Features need customization and the software requires implementation expertise |
| User experience | ⭐️⭐️⭐️⭐️⭐️ Intuitive and frictionless to use | ⭐️⭐️⭐️ Complex and requires a great deal of customization before the user gets a hang of it |
| Scalability | ⭐️⭐️⭐️⭐️⭐️ Customizable software suited for scaling businesses | ⭐️⭐️⭐️⭐️⭐️ A comprehensive suite of tools for scaling businesses |
| Automations | ⭐️⭐️⭐️⭐️ Limited number of automation tools | ⭐️⭐️⭐️⭐️⭐️ Large number of automation tools available in higher priced tears |
| AI capabilities | ⭐️⭐️⭐️⭐️ Generative AI assistant in the form of Zendesk AI, helps to speed up customer service processes using contextual responses | ⭐️⭐️⭐️⭐️⭐️ The Einstein GPT generative AI can assist in quickly crafting personalized emails, and provide multilingual transcriptions |
| Reporting and analytics | ⭐️⭐️⭐️⭐️ Focus given to employee management statistics | ⭐️⭐️⭐️⭐️⭐️ Comprehensive suite of reporting and analytic tools for CRM, sales, marketing, and revenue intelligence |
| Security and compliance | ⭐️⭐️⭐️⭐️⭐️ Data protection and information security compliance measures | ⭐️⭐️⭐️⭐️⭐️ Monitors threats, data encryption, data integrity, and forensic compliance |
| Pricing | ⭐️⭐️⭐️⭐️⭐️ Pricing starts at $19/mo and features depend on the plan | ⭐️⭐️⭐️ Pricing starts at $25/mo and total cost varies depending on the features and services added onto the plan |
| Integrations | ⭐️⭐️⭐️⭐️⭐️ Marketplace with 1500+ apps and add-ons, plug-and-play integrations and APIs | ⭐️⭐️⭐️⭐️⭐️ A few native integrations but hosts 2500+ apps on the marketplace |
| Total | 41/9 = 4.6 | 39/9 = 4.4 |
Read more: Discover the detailed reviews of the best Zendesk alternatives with pros, cons, and pricing compared.
Now that we went through the comparison chat, let’s examine the key differences between the Salesforce service cloud vs. Zendesk.
Key differences between Zendesk and Salesforce
The Salesforce vs. Zendesk debate is justified as both are established platforms utilized by thousands of leading brands online. Salesforce dominates the global CRM market at 22%, while Zendesk holds about 13% of the contact center market. Choosing which of them is the better choice for your brand is hard, but we narrowed it down to the key differences you should look into.
Let’s dive into the in-depth comparison between Zendesk and Salesforce
Out-of-the-box features
Zendesk offers a suite of tools designed to streamline support operations. Its out-of-the-box features include a ticketing system, a customizable knowledge base, chat templates, and omnichannel support capabilities. These help you organize customer inquiries, offer web self-service portals, and integrate communication across various platforms like email, chat, phone, and social media. This customer service solution also provides analytics and reporting tools to track performance metrics and identify areas for improvement.
Salesforce offers a comprehensive suite of out-of-the-box features designed to enhance customer relationship management and business operations. Its core features include contact and account management, sales automation tools, and customer service tools for case management, as well as support ticketing. This functionality allows businesses to maintain detailed customer profiles, streamline the sales process, and automate marketing campaigns.
Winner: Zendesk wins this one as it offers all the necessary tools to manage your customer relationships and is easy to operate. Its intuitive interface allows even non-technical users to navigate and utilize the features efficiently, ensuring minimal downtime.
Read more: Discover the must-have chatbot features that make your bot successful.
User experience
Zendesk is much smoother to get used to right out of the box and offers a user-friendly interface. From the onset, the design appears modern and appealing to the eye. Secondly, the layout is neat, while the features are responsive and simplify your setup. For users with little or no previous exposure to CRM software, navigation across the dashboard is predictable and clearly defined.
On the opposite side, we have Salesforce that gives a different impression from the get-go. You get a more clustered feel making the interface quite difficult to operate. For the top CRM in market share, it can be deemed as underwhelming on the quality of presentation. To save yourself the trouble, get a Salesforce expert when setting up the platform as it’s a complex process where you need the proper expertise.
Winner: Zendesk is easier to navigate from the start and wins here.
Read more: Learn how Endeksa increased lead generation by 138% using Tidio software.
Scalability
Zendesk is utilized by businesses of all sizes given its adaptable nature. That’s because there is a consistent level of functionality as you scale your business, without the need for additional software solutions. And let’s not forget the highly competitive pricing given the comprehensive features and integration customization options for your business.
Salesforce products are best positioned for enterprise-level businesses. Its full suite of tools and integrations is best utilized by companies with complex customization requirements and needs. In that case, using it for small businesses will likely be overkill. Its pricing model is quite reasonable, as you only incur more if you opt for more features, so you avoid underutilizing your investment.
Winner: This is a tie as both platforms are good for scaling. Zendesk is highly adaptable, and its extensive customization options make it an attractive choice for businesses looking for a scalable solution. On the other hand, Salesforce is ideal for enterprise-level companies with complex customization needs, offering a robust suite of tools and integrations that can be tailored to meet specific requirements.
Read more: Check out Tidio’s subscriptions to see how the system grows with you as your business scales.
Automations
Automating your helpdesk management, routing, or follow-up messaging through Zendesk Sell helps you optimize manpower. Moreover, an automated qualification of leads can shift your team’s concentration towards conversion rate optimization. And advanced forms of automation make customer self-service highly efficient, while an in-built AI agent can even handle visitor conversations on your behalf.
When contrasted, Salesforce suits businesses looking to automate their lead management, contact management, email marketing, sales forecasting, and pipeline management. The same applies to workflow automation, where you can drag-and-drop tools to ease the complex business processes. On top of that, you can run powerful AI insights on your customer data to generate both predictive and actionable insights.
Winner: Salesforce wins here as it offers sophisticated automation options for complex business needs, while Zendesk, despite being efficient, is more limited on the automation side.
Read more: Learn about customer service automation and how to use it for your business.
Artificial intelligence capabilities
Zendesk AI is among the top-rated AI automation software that delivers streamlined workflows and personalized customer experiences. AI tools like auto-replies or conversation bots help scaling businesses maintain traction without worrying about workforce fatigue or compromising on customer satisfaction.
Meanwhile, Salesforce AI has revolutionized how departments run within companies by increasing productivity and sharing vital insights. Predictive AI points out patterns from the past as a basis for predicting future outcomes, while generative AI creates FAQs, sales emails, and multi-language product descriptions. On top of that, conversational AI helps employees interact in natural language, create automated responses, and build web content
Winner: Both platforms have powerful AI assist capabilities. Zendesk ranks better for its user-friendliness, whereas Salesforce has dynamic use cases.
Read more: Learn how to use AI customer service for your business needs.
Reporting and analytics
Zendesk has a plethora of useful analytics tools for measuring team success, mainly centered around employee management statistics. You can pull key reports on customer activity, agent performance, or the use of support resources. Moreover, data analytics helps capture vital information that can identify areas of improvement, resource allocation, or customer satisfaction.
Salesforce goes further with AI-powered forecasting, sales and market analytics, as well as revenue intelligence reporting. Features like data visualization help with user segmentation and analysis of customer interactions. And with such a wide pool of actionable insights, businesses can gauge customer preferences, spot any changes in purchasing behavior, and identify upsell opportunities.
Winner: Salesforce emerges as the winner in this comparison due to its advanced AI-powered forecasting, comprehensive sales analytics, and revenue intelligence reporting. While Zendesk offers valuable tools for measuring team success, Salesforce goes beyond by providing deeper insights and a broader range of actionable analytics.
Read more: Check out the top help desk metrics you should track in your business.
Security and compliance
Zendesk meets top-tier security compliance certifications under SOC, ISO certifications, FedRAMP and industry compliance on PCI-DSS, HIPAA, and HDS. This CRM platform also meets GDPR privacy regulations. Compliance-heavy industries such as healthcare, manufacturing, finance, and government can count on its data security controls.
Salesforce safeguards your company against potential data leaks with compliance tools fixated towards industries like healthcare, energy, financial services, and others. Its security features monitor breaches while allowing for data encryption and forensic compliance.
Moreover, Salesforce meets privacy regulations in the form of GDPR with tools for managing data subject rights, consent, permissions, and policies on data retention. Other compliance met are on audit trail and governance, and regulatory compliance solutions (HIPAA).
Winner: It’s a tie, as both platforms meet the mark on security and compliance.
Read more: Check out the best finance chatbots available for the banking sector.
Pricing
Zendesk’s pricing starts with the Support Team plan at $25 per month per agent, which includes a basic ticketing system along with email and social media channel integration. There is also Suite Team plan and Suite Growth plan, priced at $69 and $115 per month per agent respectively. At the top tier, the Suite Professional plan is available for $149 and provides the full range of Zendesk features, like custom reporting, advanced AI, and enterprise-grade support.
The Salesforce pricing model is better suited for large enterprises. Although fairly priced, its monthly plans start at $25 for the Essentials plan. Other plans include $75 for the Professional plan, $150 for the Enterprise plan, and $300 for the Unlimited plan.
Winner: Overall Zendesk is a more budget-friendly option given the adaptability as the business scales and the range of features available.
Read more: Learn about chatbot pricing to check all the available options.
Integrations
Zendesk’s marketplace hosts over 1,200 apps including tools for ecommerce, SEO, and much more. It can further connect with top CRM systems, as well as social media and business intelligence apps. And you can use Zendesk API to connect it to any other system that’s not available as a native integration.
Through its AppExchange, Salesforce is unrivaled with over 5,000+ integrations and third-party apps. These serve a wide range of business needs from sales, to collaboration, and analytics. You get plugins for social media channels, CRMs, SEO, and discovery. Your teams can use a variety of apps for all your additional needs.
Winner: While the number of Salesforce integrations is much greater, Zendesk’s integrations are more relatable to small businesses. For this one, we will rate it as a tie.
Read more: Discover top ecommerce integration software options available on the market.
So, which one should you choose, Zendesk or Salesforce?
Well—now that we have compared the different functionalities, let’s look at a summarized conclusion on which software is better than the other.
Zendesk CRM vs. Salesforce: final verdict
From our ranking, Zendesk seems to be the better option, scoring 4.6/5 when viewed from a holistic perspective. On the other hand, Salesforce scored 4.3/5 as it can seem too big, bulky and quite difficult to organize information.
If you are a startup company or small business looking for a modern sales CRM, you’re better served by Zendesk. Salesforce has a great deal of sophistication that might serve you best if you have a large enterprise.
| Reviews | Pricing | Key features | |
|---|---|---|---|
| Salesforce | 4.3/5 ⭐️ (20,370+ reviews) | A 14-day free trial and pricing ranges from $25 to $300 | – Automation workflows – Predictive and conversational AI – Campaign and contact management |
| Zendesk | 4.3/5 ⭐️ (5,875+ reviews) | A 14-day free trial version and pricing plans from $19 to $149 | – Conversational tools – Unified channel – Smart workflow |
| Tidio | 4.7/5 ⭐️ (1,540+ reviews) | Free version available and pricing plans ranging from $29 to $749 | – Canned responses – Lyro, AI chatbot – Ticketing system |
And if you can’t decide or either one of these don’t seem to work for your business, you can try out Tidio which closely follows as second best. Tidio lets you manage your customer support tickets, automates requests using an AI chatbot, collects your client information, and more.
Read more: Check out the key differences between Zendesk and HubSpot.
Zendesk vs. Salesforce: key takeaways
Deciding between Zendesk and Salesforce comes down to your business priorities. Zendesk is a strong choice if you need powerful ticketing and customer support. However, Salesforce might be the better fit if you’re looking for a comprehensive CRM with advanced sales automation features.
Consider which features align best with your business needs to make the right choice.
Alternatively, Tidio offers a compelling solution with its user-friendly interface, customizable options, AI-powered chatbots, and flexible help desk workflows, providing a balanced approach to customer interaction and support.
Why not take it for a spin today and find out?
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Frequently Asked Questions
When comparing Salesforce and Zendesk, the choice between the two depends on the business’s specific needs. Zendesk is a winner regarding ease of use and out-of-the-box tools. Alternatively, Salesforce leans towards large enterprises, offering sophisticated automation tools tailored to meet business requirements.
An integration that connects your primary CRM with the Zendesk support platform. This means that you can access Zendesk tickets from your Salesforce account in real time.
While there might be several alternatives, Zendesk and Tidio are the two powerful alternatives to Salesforce. They both tick all the boxes for a high-functioning CRM and comprehensive tools that empower support teams to engage customers.
Zendesk has several competitors, such as Tidio, Salesforce, and HubSpot.
