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Microsoft Dynamics 365 Customer Service vs Zendesk comparison

Microsoft and Zendesk are both solutions in the CRM category. Microsoft is ranked #13 with an average rating of 8.0, while Zendesk is ranked #21 with an average rating of 7.7. Microsoft holds a 0.6% mindshare in CRM, compared to Zendesk’s 1.4% mindshare. Additionally, 93% of Microsoft users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.
Microsoft Dynamics 365 Cust...
Read 18 Microsoft Dynamics 365 Customer Service reviews
  • 148 Views
  • 104 Comparison Views
93% willing to recommend
Zendesk
Read 59 Zendesk reviews
  • 629 Views
  • 430 Comparison Views
93% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Microsoft Dynamics 365 Customer Service and Zendesk based on real PeerSpot user reviews.

Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

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To learn more, read our detailed Microsoft Dynamics 365 Customer Service vs. Zendesk Report (Updated: October 2024).
Buyer's Guide
Microsoft Dynamics 365 Customer Service vs. Zendesk
October 2024
Download the complete report
Helped 816,562 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Scalability Issues

No sentiment score available
Sentiment score
8.8
Zendesk is praised for scalability and customization but faces challenges with complex changes; some switch to alternatives like Salesforce.
 

Valuable Features

No sentiment score available
Sentiment score
8.5
Zendesk offers comprehensive ticket management, integrations, analytics, and security, enhancing productivity and providing seamless, multi-channel support for businesses.
 

Room For Improvement

No sentiment score available
Sentiment score
5.0
Zendesk struggles with performance, integration, customization, communication, mobile app delays, pricing, reporting, and training, affecting overall efficiency.
 

Stability Issues

No sentiment score available
Sentiment score
6.2
Zendesk is largely reliable, though occasional hangs and misclassification issues highlight room for improvement in performance.
 

Customer Service

No sentiment score available
No sentiment score available
Zendesk support is generally praised for responsiveness and efficiency, though some users prefer more personalized assistance over documentation.
 

Setup Cost

No sentiment score available
No sentiment score available
Enterprise buyers experience varying Zendesk pricing, from $70-$200 per agent, and should negotiate for features and value.
 

Categories and Ranking

Microsoft Dynamics 365 Cust...
Ranking in CRM
13th
Average Rating
8.0
Reviews Sentiment
5.0
Number of Reviews
18
Ranking in other categories
No ranking in other categories
Zendesk
Ranking in CRM
21st
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
59
Ranking in other categories
CRM Customer Engagement Centers (5th), Help Desk Software (11th), IT Service Management (ITSM) (9th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd), Community Platforms (2nd)
 

Mindshare comparison

As of November 2024, in the CRM category, the mindshare of Microsoft Dynamics 365 Customer Service is 0.6%, up from 0.1% compared to the previous year. The mindshare of Zendesk is 1.4%, down from 1.6% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM
 

Featured Reviews

Ramon-Lipparoni - PeerSpot reviewer
Enables us to take development apps and customize them
While Dynamics 365 Customer Service offers robust customization options, complex integrations, and highly bespoke features can be challenging to implement. However, it's a highly reliable and adaptable solution for most mid-sized businesses with typical customer service needs. I rate the solution's scalability a seven and a half out of ten.
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Ahmed Nassar - PeerSpot reviewer
Stable tool, making it reliable for handling tasks but difficult initial setup
It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
22%
Educational Organization
11%
Financial Services Firm
8%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Microsoft Dynamics 365 Customer Service?
Offers integration with hosted solutions.
See all answers
What is your experience regarding pricing and costs for Microsoft Dynamics 365 Customer Service?
In terms of cost, the product offers competitive pricing for its feature set.
See all answers
What needs improvement with Microsoft Dynamics 365 Customer Service?
The interface could be more appealing and attractive for users. Microsoft should work on making the interface easier to understand and connect different departments more efficiently. Additionally, ...
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What do you like most about Zendesk Support?
I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...
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What is your experience regarding pricing and costs for Zendesk Support?
I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.
See all answers
What needs improvement with Zendesk Support?
Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as ...
See all answers
 

Comparisons

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Compared 8% of the time
BoldDesk vs Zendesk Logo
BoldDesk vs Zendesk
Compared 4% of the time
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Product Reports

Buyer's Guide
Microsoft Dynamics 365 Customer Service
November 2024
Microsoft Dynamics 365 Customer Service reportDownload Microsoft Dynamics 365 Customer Service product report
Buyer's Guide
Zendesk
October 2024
Zendesk reportDownload Zendesk product report
 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Learn More

Microsoft
Zendesk
 

Overview

Provide seamless, end-to-end experiences within a single solution built on the Microsoft Cloud to deliver consistent, connected support across channels.

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.

 

Sample Customers

Information Not Available
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Buyer's Guide
Microsoft Dynamics 365 Customer Service vs. Zendesk
October 2024
Free Report: Microsoft Dynamics 365 Customer Service vs. Zendesk
Find out what your peers are saying about Microsoft Dynamics 365 Customer Service vs. Zendesk and other solutions. Updated: October 2024.
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816,562 professionals have used our research since 2012.
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We monitor all CRM reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.