Zendesk vs SalesForce - The Comparison

Companies are reluctant to shift from one help desk application to another because the solutions are not compatible with each other. That makes migration between platforms expensive and time-consuming. So, you need a tool that scales up as your business grows. Zendesk and Salesforce produce solutions that solve these issues. 

When it comes to Zendesk vs. Salesforce, companies are divided between the two favorite customer relationship management (CRM) solutions. As a result, Zendesk’s fourth quarter year-over-year revenue has grown to $229.9 million. Whereas, Salesforce’s third-quarter revenue in 2020 has increased to $4.5 billion, up by 33 percent year-over-year. 

Background 

Founded in 2007, Zendesk is a service-first CRM company that designs tools to improve customer relationships and sales activities. Its cloud-based customer service team undergoes faster iterative cycles to include the latest features. The firm strives to drive better customer engagement but with affordable pricing plans. 

Meanwhile, the differentiating factor that Salesforce brings to the table is their remarkable way of discovering every customer's needs. Its services have grown to cater to clients from marketing, customer service, and eCommerce spaces. Though buyers need an expert to set the solution up for them, the application’s customizable features provide unique benefits to each business. So, it keeps increasing its list of loyal customers. 

Zendesk versus SalesForce - Differences in Features 

If you are a startup that relies heavily on field agents and telesales, Zendesk is the right tool for you. Its mobile application allows you to connect to your customers directly. With no limitations to the user range, it is a good buy for any midsize company. The software also offers advanced reporting features like sales forecasting. In recent years, the company is pushing its sales to meet enterprise-level customers as well. 

Though Salesforce has similar features, its Lightning version comes with Case Kanban. So, you can drag and drop according to your requirements. You can integrate with other Salesforce products and increase the list of available features. Its chatbot tool has the latest AI features. So, the solution can collect customer data and reflect it on a dashboard to improve your centralized visibility. You also get projections and suggestions from the Salesforce service desk to enhance your efficiency. The downside is that you must manually install the extra features. 

Comparison Table of SalesForce v/s Zendesk

 

Zendesk  

 

Salesforce 

 Platforms It Supports 

 

  • Web-based 
  • iPhone applications 
  • Android applications  

 

  • Web-based 
  • iPhone applications 
  • Android applications 

 Customer Base 

 

  • Freelancers 
  • Applicable to businesses small, midsize, and large 

 

  • Freelancers 
  • Applicable to businesses small, midsize, and large  

 Customer Support 

 

  • Phone 
  • Online 
  • Knowledgebase 
  • Video tutorials  

 

  • Phone 
  • Online 
  • Knowledgebase 
  • Video tutorials 

 Differentiating Features 

 

  • A/B Testing 
  • API 
  • Access Control 
  • Active Directory Integration 
  • Activity Dashboard 
  • Activity Tracking 
  • Application Integration 
  • Archiving & Retention 
  • Assignment Management 
  • Audit Trail 
  • Authentication 
  • Auto-Responders 
  • Automatic Backup 
  • Automatic Notifications 
  • Benchmarking 
  • CRM Integration 
  • Call Recording 
  • Call Routing 
  • Caller ID 
  • Chat 
  • Collaboration Tools 
  • Collaborative Workspace 
  • Commenting 
  • Conditional Logic 
  • Configurable Workflow 
  • Contact History 
  • Content Filter 
  • Custom Fields 
  • Custom Forms 
  • Customer Activity Reporting 
  • Customer Database 
  • Customer Experience Management 
  • Customer Service Analytics 
  • Customizable Branding 
  • Customizable Reporting 
  • Customizable Templates 
  • Data Import/Export 
  • Disaster Recovery 
  • Drag & Drop Interface 
  • Email Integration 
  • Email Notifications 
  • Email Templates 
  • Email Tracking 
  • Employee Database 
  • Escalation Management 
  • Event Triggered Actions 
  • Feedback Collection 
  • Feedback Management 
  • Filtered Views 
  • Forms Management 
  • IVR / Voice Recognition 
  • Instant Messaging 
  • Issue Management 
  • Issue Tracking 
  • Monitoring 
  • Multi-Channel Communication 
  • Multi-Channel Management 
  • Multi-Company 
  • Multi-Language 
  • Multi-Location 
  • Multiple Format Support 
  • Multiple Projects 
  • Multiple User Accounts 
  • Online Forums 
  • Performance Reports 
  • Permission Management 
  • Predictive Analytics 
  • Prioritizing 
  • Queue Manager 
  • Ratings & Reviews 
  • Real Time Analytics 
  • Real Time Data 
  • Real-Time Monitoring 
  • Real-Time Notifications 
  • Real-Time Updates 
  • Reporting & Statistics 
  • Role Management 
  • Rules-Based Workflow 
  • SLA Management 
  • SMS Integration 
  • SSL Security 
  • Self Service Portal 
  • Single Sign-On 
  • Social Media Integration 
  • Status Tracking 
  • Support Ticket Management 
  • Support Ticket Tracking 
  • Surveys & Feedback 
  • Tagging 
  • Third-Party Integration 
  • Timer 
  • Two-Factor Authentication 
  • WebForms 
  • Widgets 
  • Workflow Management  

 

  • API 
  • Activity Dashboard 
  • Activity Tracking 
  • Ad hoc Reporting 
  • Approval Process Control 
  • Budgeting 
  • Business Intelligence 
  • Campaign Management 
  • Campaign Planning 
  • Case Management 
  • Collaboration Tools 
  • Commenting 
  • Configurable Workflow 
  • Contact Database 
  • Contact History 
  • Contact Management 
  • Conversion Rate Optimization 
  • Conversion Tracking 
  • Customer History 
  • Dashboard Creation 
  • Data Capture and Transfer 
  • Data Visualization 
  • Drag & Drop Interface 
  • Email Templates 
  • Email Tracking 
  • Engagement Analytics 
  • Event Tracking 
  • Filtered Views 
  • Follow-up Scheduling 
  • Forecasting 
  • History Tracking 
  • Inbox Management 
  • Lead Distribution 
  • Lead Management 
  • Lead Nurturing 
  • Lead Scoring 
  • Microsoft Outlook Integration 
  • Mobile Integration 
  • Multi-Campaign 
  • Multi-Channel Marketing 
  • Multi-Currency 
  • Opportunity Management 
  • Partner Management 
  • Performance Reports 
  • Permission Management 
  • Pipeline Management 
  • Pipeline Reports 
  • Preview Functionality 
  • Projections 
  • Prospecting Tools 
  • Quote Management 
  • Real-Time Notifications 
  • Reminders 
  • Reporting & Statistics 
  • Sales Analytics 
  • Sales Forecasting 
  • Sales Reporting 
  • Sales Tracking 
  • Social Media Integration 
  • Task Tracking 
  • Territory Management 
  • Version Control 
  • Workflow Management 

 Integrations 

 

  • BigCommerce 
  • Facebook 
  • Google Analytics 
  • HubSpot CRM 
  • JIRA 
  • Joomla 
  • Magento Commerce 
  • Mailchimp 
  • Salesforce Sales Cloud 
  • Shopify 
  • Slack 
  • SugarCRM 
  • Wordpress 
  • Zapier 
  • Zoho CRM  

 

  • Freshdesk 
  • JIRA 
  • Mailchimp 
  • Salesforce Service Cloud 
  • Slack 
  • Wordpress 
  • Zapier 
  • Zendesk 

 Security 

 

  • Encryption of sensitive data at rest 
  • HTTPS for all pages (web-based apps) 
  • Reports/alerts for security breaches 
  • Multifactor authentication options 
  • Customer data removed upon service cancellation 

 

  • Encryption of sensitive data at rest 
  • HTTPS for all pages (web-based apps) 
  • Reports/alerts for security breaches 
  • Multifactor authentication options  

 Pricing 

 

  • Starting Range: $5/month 
  • Free trial 
  • Subscription-based 
  • Plans: Essential, Team, Professional, Enterprise, and Elite  

 

  • Starting Range: $25/month 
  • Free trial 
  • Subscription-based 
  • Plans: Basic, Complete CRM, Deeply Customizable CRM, Unlimited  

 Industry 

 

  • Services 
  • Retail 
  • Media 
  • Transportation 
  • Communications 
  • Finance 
  • Manufacturing 
  • Education 
  • Miscellaneous 
  • Healthcare 
  • Government 

 

  • Services 
  • Manufacturing 
  • Healthcare 
  • Communications 
  • Finance 
  • Retail 
  • Energy and Utilities 
  • Government 
  • Media 
  • Miscellaneous 
  • Transportation   

 Newsroom 

Salesforce is dominating Gartner’s Magic Quadrant for Sales Force Automation for the thirteenth time, according to the 2019 report. Zendesk also has been recognized as the leader in the 2019 Gartner Magic Quadrant for the CRM Customer Engagement Center. While Salesforce has been leading the market for a while, Zendesk is a relatively new contender in the CRM space. 

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