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 7.9, while Zoho is ranked #6 with an average rating of 8.5. Microsoft holds a 26.5% mindshare in CCEC, compared to Zoho’s 1.3% mindshare. Additionally, 92% of Microsoft users are willing to recommend the solution, compared to 95% of Zoho users who would recommend it.

Microsoft Dynamics CRM

Read 76 Microsoft Dynamics CRM reviews

579 Views
566 Comparison Views

92% willing to recommend

Zoho Desk

Read 19 Zoho Desk reviews

75 Views
38 Comparison Views

95% willing to recommend

Microsoft Dynamics CRM

Zoho Desk

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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: January 2025).

Buyer's Guide

Microsoft Dynamics CRM vs. Zoho Desk

January 2025

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Helped 832,565 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

8.4

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

Help Desk Software (6th)

Mindshare comparison

As of February 2025, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 26.5%, up from 26.0% compared to the previous year. The mindshare of Zoho Desk is 1.3%, down from 2.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

Arun Srivastav

CEO at Planfirma Technologies Private Limited

Easy to use and integrates well with emails, WhatsApp, and SMS gateways

The most valuable feature of Microsoft Dynamics CRM is the campaign feature. The solution's campaign feature allows you to collate a group of customers and the frequency of email notifications sent to them. You can put an advertising budget for a series of customers, whereby high net-worth individuals will be marketed for high-end products. Low-end customers will be in a different campaign. So, we run campaigns on different sectors of customers. One of the solution's good features is integration because it directly integrates with Microsoft tools. Microsoft Office 365 and Microsoft Teams are built into it. The solution gives a varied network of text and email gateways, which are already integrated and come with the package.

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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

"The integration of all data within Microsoft Dynamics CRM, including customer and lead management, is very beneficial."

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

"The deployment of Microsoft Dynamics CRM is easy because it's a software as a service, which eliminates the need to deploy anything in our data center."

"When you have a vanilla, straightforward version, it is easy to use."

"My access to Microsoft Dynamics CRM is limited, so I can only access the feature of registering the pipeline and activities. That feature is enough for me to do the job, and is what I find most valuable in the solution."

"Integration with other Microsoft tools is a good feature of Microsoft Dynamics CRM."

"Compared to other partners, the most valuable aspect of Microsoft Dynamics CRM is its intuitive APIs, which are customizable and allow for the addition of multiple parameters and attributes. This feature enhances the purpose call in our services. Additionally, the learning curve for contact center agents using Microsoft Dynamics CRM is shorter than with other solution providers. Finally, the commercial aspects of Microsoft Dynamics CRM are superior to those of other solution providers."

"The solution's return on investment is worth it."

More Microsoft Dynamics CRM pros

"The solution doesn't have any bugs."

"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."

"The deployment process is swift, typically taking just one day, and includes customization and automation setup."

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

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

"It is a highly scalable solution. You can easily add more users through the portal within seconds."

"The product has a lot of features."

"The ticketing feature is very easy to use, compared to other systems."

More Zoho Desk pros

Cons

"Previously, I used Dynamics, but it did not suit me, so I changed the CRM last year."

"There is room for improvement in handling nonlinear sales processes and complex quoting."

"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 solution could have better dashboards and the Microsoft operating system could be more intuitive."

"I have contacted support. They are able to help but not in the right amount of time. I have had a horrible experience."

"During a period of time, restoring data and maintaining it could be better in Microsoft Dynamics CRM."

"It is difficult to qualify opportunity in Microsoft Dynamics CRM."

More Microsoft Dynamics CRM cons

"The solution could improve its stability and scalability."

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

"It could be easier to link Zoho Desk and Outlook."

"The solution should provide an option to autofill some values while creating tickets."

"The solution needs to have more customization on alerts and notifications."

"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."

"Could have slightly better integration between additional functionalities in the Zoho desk."

"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."

More Zoho Desk cons

Pricing and Cost Advice

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

"The annual license for Microsoft Dynamics CRM could be reduced, it is expensive."

"Licensing fees are paid on a monthly basis."

"The cost depends on a number of factors, so whoever is implementing it will need to take that into consideration before it is done."

"The solution is expensive."

"Microsoft Dynamics CRM is a little expensive solution."

"Microsoft Dynamics CRM is slightly cheaper than Salesforce today. Pricing for the solution is pretty aggressive in the market."

More Microsoft Dynamics CRM pricing and cost advice

"Zoho Desk's pricing is more flexible."

"Zoho Desk is a cost-effective solution."

"The gap is limited, but it should limit the price back bracket so that most start-ups can use it most effectively."

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

"The solution costs INR 8400 per user."

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

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

"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."

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

12%

Financial Services Firm

11%

Government

10%

Manufacturing Company

Educational Organization

60%

Computer Software Company

10%

Manufacturing Company

Comms Service Provider

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?

Costing might be a reason for concern. It could be an issue for the organization, or maybe not. It's uncertain.

See all answers

What is your primary use case for Microsoft Dynamics CRM?

I use the solution to manage the lead sales pipeline and enable the marketing department to maintain customer data.

See all answers

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?

Zoho Desk is a cost-effective solution.

See all answers

What needs improvement with Zoho Desk?

Sometimes, the solution has some email issues in a new data center.

See all answers

Comparisons

SAP CRM vs Microsoft Dynamics CRM

Compared 22% of the time

Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 19% of the time

ServiceNow vs Microsoft Dynamics CRM

Compared 18% of the time

Siebel CRM vs Microsoft Dynamics CRM

Compared 12% of the time

Oracle CX Sales vs Microsoft Dynamics CRM

Compared 4% of the time

More Microsoft Dynamics CRM Competitors

ServiceNow vs Zoho Desk

Compared 59% of the time

JIRA Service Management vs Zoho Desk

Compared 14% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 10% of the time

ManageEngine SupportCenter Plus vs Zoho Desk

Compared 10% of the time

Freshdesk vs Zoho Desk

Compared 8% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

Microsoft Dynamics CRM

January 2025

Download Microsoft Dynamics CRM product report

Buyer's Guide

Zoho Desk

January 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

January 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: January 2025.

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