In the world of CRM software, Zendesk, and Salesforce are arguably one of the biggest names. They are currently being used by organizations in various industries and by teams of different sizes. Both CRM software have useful features that make them a great choice for companies.
If you’re trying to choose between Zendesk vs Salesforce, consider the key features, the overall budget, and the potential revenue. This allows you to invest in a CRM platform that provides enough value. In this article, we’ll compare the significant features of Zendesk vs Salesforce.
Why is CRM software a must-have for every company today?
A CRM software is a set of tools that allows companies to manage, track, and organize their relationships with customers. It allows you to store customer information, purchase behaviors, unique preferences, and other data. It allows sales, marketing and customer service teams to understand customers better, optimize processes, and provide personalized services.
For companies to offer a better customer experience, they need to employ the use of software tools such as a CRM. It allows them to improve customer retention, work with a centralized database of information, more accurate sales forecast, streamline communications with leads, higher productivity and efficiency, and more detailed analytics.
What is Zendesk and Salesforce?
Salesforce is a cloud-based CRM software that enables companies to manage leads and connect with customers. Their complete suite of products, Customer 360, helps to
unite data from various sources for your sales, marketing, service, commerce, and IT teams. They also use AI and automation to improve the capabilities of each product.
Salesforce allows marketers to target the right audience and create effective campaign strategies. It also equips sales teams with valuable customer insights for closing deals. Customer service teams can also use the platform to automate tasks and deliver personalized experiences. It empowers teams with a single, shared view of customers.
Zendesk is also a cloud-based platform that offers sales and service products. It has a complete customer service solution that’s quite intuitive, customizable, and scalable. The Sales CRM can be used by sales teams to enhance internal processes, work efficiency, and pipeline visibility. The platform uses AI-powered automation for all products.
Zendesk for Service allows customer service teams to manage customer interactions more efficiently, develop stronger relationships, and retain customers more easily. Zendesk Sell also helps to simplify sales processes and increase closure rates, and the chances of success. The platform offers a dynamic and shared team workspace.
Zendesk Vs Salesforce: Features
When choosing between Zendesk vs Salesforce, the first thing to check is their unique functionalities. Here are some top features of Zendesk:
- Sales productivity tools
- Sales engagement tools
- Centralized platform
- Complete customer view
- Helpdesk ticketing system
- Unified agent workspace
- AI and automation capabilities
- Omni-channel support
- Self-service support
- Reporting and analytics
Salesforce has an integrated ecosystem of tools such as:
- Customer 360
- Sales cloud
- Service cloud
- Marketing cloud
- Commerce cloud
- Data cloud
- Einstein 1 Platform, etc.
Zendesk has a comprehensive set of tools on their sales and service products. Salesforce has diverse solutions for sales, service, CRM, marketing, commerce, data, and AI.
Many companies use Zendesk because of its user-friendly and intuitive interface as well as its focus on customer service productivity while Salesforce is best for stronger automation capabilities and a wider range of integrations.
Zendesk vs Salesforce: Comparison
There are some common features but they aren’t exactly the same in both platforms. Here are some differences between Zendesk and Salesforce CRMs:
- Zendesk provides out-of-the-box services but Salesforce requires customers to build from scratch with the help of IT teams.
- Zendesk lets you view conversations and tickets in a unified workspace but Salesforce has separate systems for every function.
- Zendesk is cheaper and easier to set up but Salesforce needs more resources and technical expertise.
- Zendesk supports interactions across multiple channels in one place but Salesforce requires third-party apps for some channels.
What is the pricing for each platform?
There are different Zendesk and Salesforce plans that you can choose from based on the budget and scalability.
Zendesk
Zendesk Suite plans:
- Suite Team – $55 per agent/month
- Suite Growth – $89 per agent/month
- Suite Professional – $115 per agent/month
- Support Team – $19 per agent/month
- Support Professional – $55 per agent/month
- Support Enterprise – $115 per agent/month
- Sell Team – $19 per agent/month
- Sell Growth – $55 per agent/month
- Sell Professional – $115 per agent/month
There are add-ons such as:
- Advanced AI plan – $50 per agent/month
- Advanced Data Privacy and Protection – $50 per agent/month
Salesforce
- Starter Suite – $25 per user/month
- Professional – $80 per user/month
- Enterprise – $165 per user/month
- Unlimited – $330 per user/month
- Einstein 1 Sales – $500 per user/month
- Starter Suite – $25 per user/month
- Professional – $80 per user/month
- Enterprise – $165 per user/month
- Unlimited – $330 per user/month
- Einstein 1 Service – $500 per user/month
Basic marketing automation product plans:
- Marketing Cloud Engagement – $1,250 per month
- Marketing Cloud Account Engagement – $1,250 per month
- Marketing Cloud Growth Edition – $1,500 per month
Other Salesforce products have their own pricing plans but these are the most important solutions to know of.
How to determine what CRM to choose based on your type of business?
Zendesk vs Salesforce are CRM systems that have an excellent reputation and can be used by large companies that require advanced capabilities and integrations.
You should note that Zendesk is packed with useful sales and customer service features. But Salesforce offers solutions for managing every part of the customer journey.
Zendesk has an intuitive and easy to use interface that enables teams to get started quickly. Salesforce has more complicated features that are difficult to learn and use.
Only companies with a strong IT department can develop and customize Salesforce products. But Zendesk simply requires you to sign up and begin using the platform.
Both CRM software have plans for businesses of all sizes but if you need value on a budget, Zendesk is relatively cheaper and is recommended for small businesses.
