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

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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

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

Feb 19, 2024

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

Mar 1, 2024

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

"Technical support is completely good."

"The most valuable features are the integration capabilities with other third-party software. It has an easy user interface and in terms of security, it has permission-based access for different users."

"It ensures that there's continuity, and you don't have to start asking the customer about what happened. From CRM, you can easily see all the interactions and events in the record and take it from there."

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

"The solution is versatile and customizable."

"Microsoft Dynamics is user-friendly and intuitive. It's easy to understand how it works."

"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 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."

More Microsoft Dynamics CRM pros

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

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

"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."

"The initial setup is easy."

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

"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."

"It is a scalable platform."

More Zoho Desk pros

Cons

"The options for customizing Microsoft Dynamics CRM are very limited or highly complex."

"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."

"This solution would be easier to use if everything was displayed on one page, to avoid moving from one tab to another tab to add documents or add comments."

"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."

"Out of the box, the solution doesn't really have a desirable user experience. We have to set it up and customize it to meet our needs."

"The product is very old."

"Microsoft Dynamics CRM's customer support could be improved as tickets usually take a long time to resolve."

"The mobile side of the product doesn't look that great right now."

More Microsoft Dynamics CRM cons

"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."

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

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

"The solution could improve its stability and scalability."

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

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

More Zoho Desk cons

Pricing and Cost Advice

"We have to buy a separate license in order to implement the social listening feature."

"Microsoft Dynamics CRM is very affordable if you use the yearly subscription."

"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 is an expensive solution. However, most good CRMs are expensive."

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

"The solution is expensive."

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

"Dynamics CRM's pricing is fair."

More Microsoft Dynamics CRM pricing and cost advice

"Zoho Desk is a cost-effective solution."

"The solution costs INR 8400 per user."

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

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

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

"Zoho Desk's pricing is more flexible."

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

"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

14%

Financial Services Firm

11%

Government

10%

Manufacturing Company

Educational Organization

58%

Computer Software Company

11%

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?

Microsoft Dynamics CRM needs to improve its integrations.

See all answers

What is your primary use case for Microsoft Dynamics CRM?

We use the solution for sales productivity and marketing.

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 22% of the time

ServiceNow vs Microsoft Dynamics CRM

Compared 15% 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 53% of the time

JIRA Service Management vs Zoho Desk

Compared 20% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 12% of the time

Freshdesk vs Zoho Desk

Compared 8% 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

October 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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