Microsoft Dynamics CRM vs Zoho Desk comparison

Microsoft and Zoho are both solutions in the CRM Customer Engagement Centers category. Microsoft is ranked #1 with an average rating of 8.1, while Zoho is ranked #6 with an average rating of 8.3. Microsoft holds a 25.8% mindshare in CCEC, compared to Zoho’s 1.5% mindshare. Additionally, 93% of Microsoft users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

Microsoft Dynamics CRM

Read 78 Microsoft Dynamics CRM reviews

555 Views
549 Comparison Views

93% willing to recommend

Zoho Desk

Read 21 Zoho Desk reviews

70 Views
41 Comparison Views

90% willing to recommend

Microsoft Dynamics CRM

Zoho Desk

Comparison Buyer's Guide

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Executive Summary

We performed a comparison between Microsoft Dynamics CRM and Zoho Desk based on real PeerSpot user reviews.

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

To learn more, read our detailed Microsoft Dynamics CRM vs. Zoho Desk Report (Updated: April 2025).

Buyer's Guide

Microsoft Dynamics CRM vs. Zoho Desk

April 2025

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Helped 849,190 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:

Categories and Ranking

Microsoft Dynamics CRM

Ranking in CRM Customer Engagement Centers

1st

Average Rating

7.8

Reviews Sentiment

7.0

Number of Reviews

Ranking in other categories

CRM (2nd), Local Government CRM (1st), Marketing Management (2nd), Sales Force Automation (2nd)

Zoho Desk

Ranking in CRM Customer Engagement Centers

6th

Average Rating

8.2

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

Help Desk Software (7th)

Mindshare comparison

As of April 2025, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 25.8%, down from 26.3% compared to the previous year. The mindshare of Zoho Desk is 1.5%, down from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Rishabh Chhajer

Head IT at Dhani

Intuitive APIs, customizable design, but dashboards could improve

The most advantageous aspect of Microsoft Dynamics CRM is its periodic updates. Every quarter, Microsoft releases upgrades that address bugs and vulnerabilities. As a company governed by the Reserve Bank of India and SAP security regulations for our stock operations, we conduct periodic reviews of our applications, including Microsoft Dynamics CRM. Whenever we submit an audit report and identify bugs, we reach out to the Microsoft team for assistance. They assure us that the issues will be fixed in the next quarterly release. As a result, we have not experienced any outstanding bugs that have not been recorded or addressed.

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Babatunde-Olugbode

Technical presales engineer at Avetium Consult Ltd

End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform

For me, the valuable features are related to customer engagement because I want to ensure I don't miss any customer inquiries, no matter the channel. For example, I haven't seen any other platform that consolidates all channels into one console. That's a valuable feature to me. Then there's the pricing, which is better than Zendesk. Zendesk charges in USD per user, per month, whereas Zoho let us pay in Naira (Nigerian currency). Zoho can also identify user locations, letting you leverage existing reviews. These are valuable features that many organizations have adopted Zoho Desk for. We can download the mobile app to see requests and respond from anywhere. It is one of the most improved applications and widely integrated systems I've worked with. You can virtually integrate it with almost anything, like Microsoft Teams and other data applications. The marketplace lets you find native integrations. For example, we have an organization that uses multiple systems and wants to ensure agents don't log in to multiple platforms to see emails. They have a native integration system that takes care of that and works seamlessly.

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Quotes from Members

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

Pros

"Microsoft Dynamics CRM is a comprehensive solution and is well-integrated into other Microsoft solutions, including ERP solutions. Additionally, it is feature-rich."

"The solution is scalable."

"The way it effectively works with the array of other Microsoft tools, such as Azure, is valuable. It works very well with the use of data linking and things like that. Overall, it is a great overall tool to have an effective understanding of the transactional background of each of our customers."

"The solution is easy to use and stable. It offers a 360-degree view of your customers. It allows you to track interactions, giving you full visibility into customer habits and behavior"

"Our clients appreciate that the solution can be used to monitor everything their customer interacts with in their business."

"The most valuable feature in Microsoft Dynamics CRM is funneling."

"The history of engagement with our customers, including all conversations, has been most valuable when using this solution."

"Microsoft Dynamics CRM has good integration with the Microsoft Stack of solutions. However, the Salesforce ecosystem is stronger."

More Microsoft Dynamics CRM pros

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

"Overall, I consider Zoho CRM to be one of the best CRMs in the market today."

"The most valuable feature of Zoho Desk is the parent and child task management feature."

"The initial setup is easy."

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."

"The most valuable features of Zoho Desk are archiving queries and analytics."

"The product provides communication features like chats and calls."

More Zoho Desk pros

Cons

"The solution could improve by having better integration documentation."

"In terms of the performance, when it comes to loading a large volume of data, it's slow at times, so the system could be optimized."

"The UI and GUI could be improved."

"The tool should be micro-services-based. If it's not already implemented, the architecture could be enhanced by transitioning to a microservices-based model. This would allow each module to be managed independently, reducing downtime and enabling teams to work autonomously on specific services."

"Microsoft Dynamics CRM is not that customizable, you can customize it, but a lot of it is still pre-built in a way that you have a lot of details in there that you don't need."

"Microsoft Dynamics CRM could improve by being more user-friendly and having a better design. I have used Service Desk and it is not user-friendly but this solution is worse. The graphical interface is not intuitive, you need someone to guide you or you will have difficulties navigating around to find the file you need. The data we are normally dealing with is boring enough and the interface could be more attractive and more exciting. The tabs and arrangement could be done better to be more user-friendly. Microsoft Excel, PowerPoint, and Word are fine and Microsoft should extend their user-friendliness and intuitiveness to Microsoft Dynamics."

"Microsoft Dynamics CRM can improve the integration with the other system. If they have more flexibility to connect with another system it will be more effective."

"They should work on improving the solution's scalability."

More Microsoft Dynamics CRM cons

"Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers."

"There is room for improvement with the pricing."

"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."

"There is room for improvement in terms of integration."

"As per customer requirements, it may have some limitations."

"Zoho Desk should provide more integrations and improve the Zoho project integration."

"I would like to have integrated support, and integration between the ticketing tool and the project management tool."

"They could enhance the product’s features to customize the automated email responses."

More Zoho Desk cons

Pricing and Cost Advice

"It's kind of pricey. It's about $50 or $60 per user."

"We have deployed the cloud-based version and it is a subscription and the price is based on the number of users using it."

"The solution is expensive."

"The price of the solution is good but could be cheaper."

"The cost could be cheaper. I would rate them 3 out of 5."

"I rate the solution's pricing as a seven out of ten."

"Microsoft Dynamics CRM's price is too high."

More Microsoft Dynamics CRM pricing and cost advice

"Zoho Desk's pricing is more flexible."

"Price-wise, Zoho Desk is about 35 USD a month per user."

"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."

"The product costs $10 to $25 per user per month."

"For what it does, it's quite cheap."

"Zoho Desk's cost is pretty much okay."

"Regarding pricing, it's 35 USD per user a year and 45 USD per user a month. Under the price, I have access to all Zoho products since it all falls under Zoho One's package."

"The solution is relatively cheap. However, there are additional licensing fees involved."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

13%

Government

11%

Financial Services Firm

10%

Manufacturing Company

Educational Organization

55%

Computer Software Company

11%

Manufacturing Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What do you like most about Microsoft Dynamics CRM?

The most valuable features of Microsoft Dynamics CRM are all the filters and possible reports.

See all answers

What needs improvement with Microsoft Dynamics CRM?

Microsoft Dynamics CRM needs improvement in simplifying the setup and configuration process, which can be relatively complex when we want all features to work properly. It is one area where the com...

See all answers

What is your primary use case for Microsoft Dynamics CRM?

We use Microsoft Dynamics CRM ( /products/microsoft-dynamics-crm-reviews ) for opportunity management and a traditional CRM approach for managing customer and client relationships. Although we have...

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What do you like most about Zoho Desk?

The most valuable features of Zoho Desk are archiving queries and analytics.

See all answers

What is your experience regarding pricing and costs for Zoho Desk?

The price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.

See all answers

What needs improvement with Zoho Desk?

The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.

See all answers

Comparisons

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Compared 21% of the time

ServiceNow vs Microsoft Dynamics CRM

Compared 20% of the time

Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 16% of the time

Siebel CRM vs Microsoft Dynamics CRM

Compared 10% of the time

ServiceNow Customer Service Management vs Microsoft Dynamics CRM

Compared 4% of the time

More Microsoft Dynamics CRM Competitors

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Compared 48% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 11% of the time

JIRA Service Management vs Zoho Desk

Compared 9% of the time

Freshdesk vs Zoho Desk

Compared 8% of the time

ConnectWise PSA vs Zoho Desk

Compared 7% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

Microsoft Dynamics CRM

April 2025

Download Microsoft Dynamics CRM product report

Buyer's Guide

Zoho Desk

March 2025

Download Zoho Desk product report

Also Known As

Dynamics CRM, MS Dynamics CRM

No data available

Overview

Microsoft Dynamics CRM is a comprehensive customer relationship management solution that helps businesses streamline their sales, marketing, and customer service processes. With its user-friendly interface and powerful features, it enables organizations to effectively manage their customer interactions and drive business growth.

One of the key features of Microsoft Dynamics CRM is its sales automation capabilities. It allows sales teams to track leads, manage opportunities, and close deals more efficiently. The solution provides a centralized platform for managing customer information, enabling sales representatives to access real-time data and make informed decisions. It also offers tools for forecasting, pipeline management, and sales analytics, helping businesses optimize their sales processes and drive revenue growth.

In addition to sales automation, Microsoft Dynamics CRM offers robust marketing automation features. It enables marketers to create and execute targeted marketing campaigns, track campaign performance, and generate actionable insights. The solution provides tools for lead management, email marketing, social media integration, and customer segmentation, allowing businesses to engage with their customers effectively and drive marketing ROI.

Furthermore, Microsoft Dynamics CRM helps organizations deliver exceptional customer service. It provides a unified view of customer interactions, enabling customer service representatives to deliver personalized and timely support. The solution offers case management, a knowledge base, and self-service portal capabilities, empowering customers to find answers to their queries and resolve issues on their own. It also provides tools for service analytics and reporting, helping businesses identify areas for improvement and enhance customer satisfaction.

Microsoft

With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.

Zoho

Sample Customers

Metro Bank, Nissan, Pandora, Delta, Haynes International, City of London, Trek and many more market leaders.

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

Microsoft Dynamics CRM vs. Zoho Desk

April 2025

Free Report: Microsoft Dynamics CRM vs. Zoho Desk

Find out what your peers are saying about Microsoft Dynamics CRM vs. Zoho Desk and other solutions. Updated: April 2025.

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