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Microsoft Dynamics CRM vs Zoho Desk comparison

 

Comparison Buyer's Guide

Executive Summary
 

Categories and Ranking

Microsoft Dynamics CRM
Ranking in CRM Customer Engagement Centers
1st
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
75
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
19
Ranking in other categories
Help Desk Software (6th)
 

Mindshare comparison

As of January 2025, in the CRM Customer Engagement Centers category, the mindshare of Microsoft Dynamics CRM is 26.1%, up from 25.4% compared to the previous year. The mindshare of Zoho Desk is 1.2%, down from 2.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
CRM Customer Engagement Centers
 

Featured Reviews

Arun Srivastav - PeerSpot reviewer
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.
Babatunde-Olugbode - PeerSpot reviewer
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.

Quotes from Members

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

Pros

"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."
"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."
"Microsoft Dynamics is user-friendly and intuitive. It's easy to understand how it works."
"The most valuable features of Microsoft Dynamics CRM are the accessibility of the service because we can access it either in the office or when we're out in the field."
"We are able to effectively follow up on requests, ensuring all customer issues are resolved in a timely manner. This solution provides a platform where there is visibility of all customer interactions, with efficient follow-up."
"It is good for sales and service maintenance. It has various integration tools."
"The most valuable feature is that because this solution uses the cloud, you only have to install it and allocate it to a user, making it quite easy to use."
"The history of engagement with our customers, including all conversations, has been most valuable when using this solution."
"The most valuable features are that it's user-friendly, you can customize it the way you want it, and it is very easy to use. You don't need anybody else to configure it."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"The ticketing feature is very easy to use, compared to other systems."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The solution doesn't have any bugs."
"The most valuable features of Zoho Desk are archiving queries and analytics."
"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 product is quite stable."
 

Cons

"I would suggest enhancements in customization and better integration for testing codes to improve the functionality of Dynamics CRM."
"The overall price of Microsoft Dynamics CRM could improve."
"The performance could be improved."
"The UI and GUI could be improved."
"The options for customizing Microsoft Dynamics CRM are very limited or highly complex."
"Microsoft Dynamics CRM can improve by having integration with Slack. Additionally, the solution is incomplete, and we must use other solutions to fulfill our needs."
"My company's biggest challenge with Microsoft Dynamics CRM is wanting to market solely to leads without having to create a contact and link the contact to the lead. From a marketing standpoint, there's room for improvement in the lead process of Microsoft Dynamics CRM."
"When it comes to any necessary changes or updates, we have issues. It is not very agnostic in terms of working with other platforms. A lot of data transformation had to be done internally in order to send it to various systems."
"There is room for improvement in terms of integration."
"It could be easier to link Zoho Desk and Outlook."
"There is room for improvement with the pricing."
"Zoho Desk needs to be enhanced to support IT service management policies."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"As per customer requirements, it may have some limitations."
"The solution should provide an option to autofill some values while creating tickets."
"The customization of modules and some blueprint in the solution are areas with shortcomings that need improvement."
 

Pricing and Cost Advice

"The solution is expensive."
"The solution is 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."
"Microsoft Dynamics CRM's price is too high."
"The cost depends on a number of factors, so whoever is implementing it will need to take that into consideration before it is done."
"I am not the person who pays for Microsoft Dynamics CRM but it is expensive. I have been using Microsoft Azure, which Microsoft Dynamics CRM is built on, and I know we prepaid for the services. For me as a consumer, I do not think I can afford it, mainly because I am only learning how to use the AI and the rate which they charge is high. In general, Microsoft solutions are expensive and this is most likely due to the brand, this is something you expect. However, the price might be high but you receive a highly secure solution."
"Microsoft Dynamics CRM is slightly cheaper than Salesforce today. Pricing for the solution is pretty aggressive in the market."
"The annual license for Microsoft Dynamics CRM could be reduced, it is expensive."
"The pricing is better than Zendesk. Zendesk charges in USD per user per month, whereas Zoho let us pay in Naira (Nigerian currency)."
"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's cost is pretty much okay."
"The product costs $10 to $25 per user per month."
"Price-wise, Zoho Desk is about 35 USD a month per user."
"The solution is relatively cheap. However, there are additional licensing fees involved."
"Zoho Desk's pricing is more flexible."
"Zoho Desk is a cost-effective solution."
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Top Industries

By visitors reading reviews
Computer Software Company
13%
Financial Services Firm
11%
Government
10%
Manufacturing Company
8%
Educational Organization
59%
Computer Software Company
11%
Manufacturing Company
5%
Comms Service Provider
3%
 

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.
What needs improvement with Microsoft Dynamics CRM?
During a period of time, restoring data and maintaining it could be better in Microsoft Dynamics CRM.
What is your primary use case for Microsoft Dynamics CRM?
I use Microsoft Dynamics CRM because of its flexible design.
What do you like most about Zoho Desk?
The most valuable features of Zoho Desk are archiving queries and analytics.
What needs improvement with Zoho Desk?
Sometimes, the solution has some email issues in a new data center.
 

Also Known As

Dynamics CRM, MS Dynamics CRM
No data available
 

Learn More

 

Overview

 

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
Find out what your peers are saying about Microsoft Dynamics CRM vs. Zoho Desk and other solutions. Updated: December 2024.
825,609 professionals have used our research since 2012.