Zendesk and Microsoft Dynamics 365 Customer Service are competing in the customer support and service management category. Microsoft Dynamics 365 Customer Service seems to have the upper hand due to its strong automation features and integration with Microsoft products.
Features: Zendesk offers extensive integration capabilities and customizable options, including macros, ticket customization, and JIRA integration. It supports a user-friendly ticketing system and allows seamless connections with platforms like Slack. Microsoft Dynamics 365 Customer Service provides robust automation, integration with Power BI, and comprehensive customization options, making it suitable for enterprise users. It offers advanced case management and SLA tracking capabilities that cater to complex business needs.
Room for Improvement: Zendesk is criticized for its interface design and the complexity of certain features like ticket merging. Customization of triggers and reports could be improved, along with its pricing structure. Microsoft Dynamics 365 Customer Service could enhance user experience, scalability, and support responsiveness. Its licensing model is considered confusing and could be made clearer.
Ease of Deployment and Customer Service: Zendesk is known for smooth deployment across various cloud environments, making it versatile for business needs, although its support may rely heavily on documentation. Microsoft Dynamics 365 Customer Service needs specific technical setups and offers detailed technical support, though streamlining the process would be beneficial.
Pricing and ROI: Zendesk's pricing suits larger teams and enterprises due to its broad feature set, while offering good ROI from productivity gains and customer satisfaction. Microsoft Dynamics 365 Customer Service operates on a user-based licensing model, regarded as fair for its feature set, providing significant value for enterprises needing comprehensive management solutions.
I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.
Time saved is definitely a benefit because it puts all of our tickets in one spot.
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
We are using local Microsoft partners, not Microsoft themselves.
I would evaluate Microsoft tech support as an eight out of ten, as they are quite responsive.
There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
The technical support provided by Zendesk has been very satisfactory.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.
Zendesk can scale from very small companies to very large ones.
Zendesk's scalability is excellent.
They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.
The stability has been quite reliable.
The solution could improve by providing internal scorecards for agents and much better staff ratings.
The main area for improvement is the pricing model.
Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.
Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.
Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.
We did our integration with sales automation and other tools internally, which incurred no additional costs beyond the standard licensing fees.
The pricing is within the market range, but there is room for improvement.
It is not the cheapest solution nor the most expensive, but it provides value for money.
The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.
It has a workflow feature and offers excellent automation capabilities that streamline our customer service.
It is fully integrated and easily scalable with other Microsoft tools like Power BI, which is a great advantage.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.
Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.
| Product | Market Share (%) |
|---|---|
| Zendesk | 1.2% |
| Microsoft Dynamics 365 Customer Service | 0.6% |
| Other | 98.2% |
| Company Size | Count |
|---|---|
| Small Business | 11 |
| Midsize Enterprise | 3 |
| Large Enterprise | 7 |
| Company Size | Count |
|---|---|
| Small Business | 36 |
| Midsize Enterprise | 20 |
| Large Enterprise | 11 |
Microsoft Dynamics 365 Customer Service integrates seamlessly with Microsoft tools, offering cloud-based accessibility that enhances business processes and facilitates decision-making. Its customizable workflows and insightful reporting streamline operations for effective customer relationship management.
Microsoft Dynamics 365 Customer Service provides an extensive suite of features, including advanced case management, seamless connectivity, and a user-friendly interface. Cloud-based accessibility supports collaboration and automation, while built-in connectors like Power BI simplify data management. Regular updates enhance functionality and improve business processes. Areas for improvement include greater customization flexibility, smoother integration with enterprise systems, and better scalability. Enhanced dashboards and user-friendly components are also desired, alongside improved technical support and licensing clarity.
What are the key features of Microsoft Dynamics 365 Customer Service?In industries like manufacturing, energy retail, and IT, Microsoft Dynamics 365 Customer Service is employed for communication, collaboration, and sales management, supporting lead management, proposal tracking, and ticketing systems. Departments such as sales, finance, and HR leverage its capabilities for complaint management, inquiries, and operational support through secure cloud connections.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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