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 25.1% mindshare in CCEC, compared to Zoho’s 1.4% 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 73 Microsoft Dynamics CRM reviews

620 Views
566 Comparison Views

92% willing to recommend

Zoho Desk

Read 19 Zoho Desk reviews

111 Views
53 Comparison Views

95% 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: October 2024).

Buyer's Guide

Microsoft Dynamics CRM vs. Zoho Desk

October 2024

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Categories and Ranking

Microsoft Dynamics CRM

Ranking in CRM Customer Engagement Centers

1st

Average Rating

7.8

Reviews Sentiment

6.4

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

Number of Reviews

Ranking in other categories

Help Desk Software (6th)

Mindshare comparison

As of November 2024, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 25.1%, up from 24.7% compared to the previous year. The mindshare of Zoho Desk is 1.4%, down from 3.1% 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 initial setup is very easy."

"Microsoft Dynamics CRM has the same features as Salesforce CRM, but what I like about the solution is that it's customizable. It's also one of the top-rated CRMs in the market. I also like that the coverage system of Microsoft Dynamics CRM is very, very broad, which means you can do a lot with it versus what you can do with Salesforce CRM."

"Microsoft Dynamics CRM brings the most value in terms of its ease of implementation."

"The most valuable feature of Microsoft Dynamics CRM is the campaign feature."

"For me, the most helpful functionalities in Microsoft Dynamics CRM are customer engagement, contact management, opportunity management, and order management. The service management features, including ticket management and handling complaints from the call center, are also very useful. One of the key benefits is the faster time to market, as it allows for quicker product delivery and better customer management. The tool also improves customer interaction through the service center, leading to better adherence to KPIs."

"The most valuable feature of Microsoft Dynamics CRM is its performance."

"I like that Microsoft Dynamics CRM works, and it's been okay. I like that it is a stable solution. My main reason for using it is that it is stable and meets our requirements from a functionality point of view."

"The most useful feature that this solution provides is the ability to make dashboards for the business easily as our company is managed using KPIs and metrics."

More Microsoft Dynamics CRM pros

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

"The solution doesn't have any bugs."

"The product has a lot of features."

"The tool has made support very flexible and strong. We can use chat boxes and auto-responses. If someone creates a ticket, it will be created in Zoho Desk's ticket module. We can get emails and respond to them within the product. We don't need a support email product to manage emails. We can easily manage it within Zoho Desk. The tool's interface is good since it updated the layout three months ago and the current interface is more effective."

"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."

"It is a scalable platform."

"Zoho Desk is very flexible, just like the other applications of Zoho."

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

More Zoho Desk pros

Cons

"If there was a bit more automation, specifically for marketing tasks, that would be ideal."

"It would be better if it were more secure."

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

"The solution should improve the user experience in the process of creating and activating offers."

"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."

"The manufacturing module could be improved. I would like to see customization in the next release."

"Technical support could be faster and more responsive."

"The performance could be improved."

More Microsoft Dynamics CRM cons

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

"Zoho Desk needs to be enhanced to support IT service management policies."

"The solution could improve its stability and scalability."

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

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

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

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

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

More Zoho Desk cons

Pricing and Cost Advice

"I give the price of the solution an eight out of ten."

"The solution is not expensive."

"The customers that have Microsoft Office 365, the license price is competitive. It is competitive because the next solution above it is Salesforce, which is licensed quite high. The price annually was approximately $55 per user but we did a combination of users with some of them having the higher range of approximately $85."

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

"On a scale from one to ten with one being expensive and ten being of great value, I would rate Microsoft Dynamics CRM at six on pricing."

"It is a very comprehensive package. We get everything from Access to D 365. We get Microsoft's suite of tools. I'm not too sure about the pricing, but I can't imagine it being cheap."

"For the price of Microsoft Dynamics CRM, you receive a lot of comprehensive functionality. Additionally, it integrates very well. We pay approximately $100 a month to use the solution and we do not have any additional costs."

"The cost varies on multiple factors including customization and the number of users."

More Microsoft Dynamics CRM pricing and cost advice

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

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

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

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

"The solution costs INR 8400 per user."

"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."

"Zoho Desk is a cost-effective solution."

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

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

14%

Financial Services Firm

11%

Government

10%

Manufacturing Company

Educational Organization

59%

Computer Software Company

12%

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?

The UI/UX needs improvement as it is not intuitive from day one. It becomes intuitive once learned, however, it should be less complex initially.

See all answers

What is your primary use case for Microsoft Dynamics CRM?

The use cases are for HR management, resource management, project insight, and timesheet management. It is mostly connected with people and resource management.

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 23% of the time

Salesforce Sales Cloud vs Microsoft Dynamics CRM

Compared 21% of the time

ServiceNow vs Microsoft Dynamics CRM

Compared 16% 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 52% of the time

JIRA Service Management vs Zoho Desk

Compared 18% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 11% of the time

Freshdesk vs Zoho Desk

Compared 7% of the time

ManageEngine SupportCenter Plus vs Zoho Desk

Compared 7% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

Microsoft Dynamics CRM

November 2024

Download Microsoft Dynamics CRM product report

Buyer's Guide

Zoho Desk

October 2024

Download Zoho Desk product report

Also Known As

Dynamics CRM, MS Dynamics CRM

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Microsoft

Zoho

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.

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.

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

October 2024

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: October 2024.

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