User Interface
The user interface is one of the key factors when choosing a customer relationship management (CRM) tool.
Zendesk offers an intuitive and easy-to-use interface, making it an excellent choice for businesses of all sizes. Teams find Zendesk 26% easier to use than Salesforce.
Salesforce, on the other hand, is often criticized for its complexity and can seem more difficult for beginners to use. While it offers great flexibility and advanced customization, it is known to be less user-friendly.
User Interface
The user interface is one of the key factors when choosing a customer relationship management (CRM) tool.
Zendesk offers an intuitive and easy-to-use interface, making it an excellent choice for businesses of all sizes. Teams find Zendesk 26% easier to use than Salesforce.
Salesforce, on the other hand, is often criticized for its complexity and can seem more difficult for beginners to use. While it offers great flexibility and advanced customization, it is known to be less user-friendly.
Integrations
Third-party integrations are essential for many businesses, as they allow external tools and applications to connect with their customer relationship management (CRM) platform.
Zendesk offers an API-first platform and is known for its reliability and high API rate limit, enabling robust integrations. It has a vast marketplace with over 1,300 apps. Thousands of companies today integrate key technologies such as Salesforce, Shopify, Jira, and Slack with Zendesk.
Salesforce has grown faster than it has integrated its acquisitions, leaving businesses to figure out how to connect the platform. Salesforce often requires API access for integrations, which can result in additional costs on the Salesforce side.
Pricing
Pricing is an important factor when choosing a customer relationship management (CRM) tool. Both platforms offer different pricing plans based on business needs.
Zendesk provides pricing plans for small, medium, and large businesses, as well as a free plan. Paid plans start at €19 per month per user for the Support TEAM plan and go up to €169 per month per user for the Enterprise Suite.
Salesforce, on the other hand, is known to be more expensive than Zendesk, with plans starting at €25 per month per user for the Essentials plan and going up to €300 per month per user for the Unlimited plan.
Conclusion
Zendesk and Salesforce are both customer relationship management (CRM) platforms.
Zendesk is a solution specifically designed for CX. It offers a user-friendly interface, easy implementation (53% faster), and great agility. It is a market leader in CRM customer engagement.
Salesforce has focused on larger clients. While it is highly customizable, its complexity, high costs, and reliance on an “army of IT resources” make the experience challenging for many CX teams.
If your goal is quick adoption, high agent productivity, low total cost of ownership (TCO), and a solution centered on CX expertise, Zendesk is the most straightforward and effective choice. Salesforce is better suited for companies with substantial IT resources and complex needs focused on broader CRM, but at the expense of the customer service agent experience.
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