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Salesforce Community Cloud vs Zendesk comparison

Salesforce and Zendesk are both solutions in the Community Platforms category. Salesforce is ranked #1 with an average rating of 9.0, while Zendesk is ranked #2 with an average rating of 7.7. Salesforce holds a 18.4% mindshare in CP, compared to Zendesk’s 26.3% mindshare. Additionally, 100% of Salesforce users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.
Salesforce Community Cloud
Read 2 Salesforce Community Cloud reviews
  • 537 Views
  • 59 Comparison Views
100% willing to recommend
Zendesk
Read 59 Zendesk reviews
  • 42 Views
  • 25 Comparison Views
93% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Salesforce Community Cloud and Zendesk based on real PeerSpot user reviews.

Find out in this report how the two Community Platforms solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

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To learn more, read our detailed Salesforce Community Cloud vs. Zendesk Report (Updated: October 2024).
Buyer's Guide
Salesforce Community Cloud vs. Zendesk
October 2024
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Helped 816,406 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:
 

Scalability Issues

No sentiment score available
Sentiment score
8.8
Zendesk is praised for scalability and customization but faces challenges with complex changes; some switch to alternatives like Salesforce.
 

Valuable Features

No sentiment score available
Sentiment score
8.5
Zendesk offers comprehensive ticket management, integrations, analytics, and security, enhancing productivity and providing seamless, multi-channel support for businesses.
 

Room For Improvement

No sentiment score available
Sentiment score
5.0
Zendesk struggles with performance, integration, customization, communication, mobile app delays, pricing, reporting, and training, affecting overall efficiency.
 

Stability Issues

No sentiment score available
Sentiment score
6.2
Zendesk is largely reliable, though occasional hangs and misclassification issues highlight room for improvement in performance.
 

Customer Service

No sentiment score available
No sentiment score available
Zendesk support is generally praised for responsiveness and efficiency, though some users prefer more personalized assistance over documentation.
 

Setup Cost

No sentiment score available
No sentiment score available
Enterprise buyers experience varying Zendesk pricing, from $70-$200 per agent, and should negotiate for features and value.
 

Categories and Ranking

Salesforce Community Cloud
Ranking in Community Platforms
1st
Average Rating
9.0
Number of Reviews
2
Ranking in other categories
Digital Experience Platforms (DXP) (3rd)
Zendesk
Ranking in Community Platforms
2nd
Average Rating
8.2
Reviews Sentiment
7.5
Number of Reviews
59
Ranking in other categories
CRM Customer Engagement Centers (5th), CRM (21st), Help Desk Software (11th), IT Service Management (ITSM) (9th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd)
 

Mindshare comparison

As of November 2024, in the Community Platforms category, the mindshare of Salesforce Community Cloud is 18.4%, down from 34.6% compared to the previous year. The mindshare of Zendesk is 26.3%, up from 12.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Community Platforms
 

Featured Reviews

Julio Divietro - PeerSpot reviewer
Helps us with sales management of customer life cycles with good business intelligence
Our primary use case for the solution is sales management of customer life cycles. We deploy the solution on cloud The stability and ease of use are valuable. Additionally, the granularity of the tool provides a great experience because of the several variables we can manage during the process.…
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Ahmed Nassar - PeerSpot reviewer
Stable tool, making it reliable for handling tasks but difficult initial setup
It has a huge problem regarding the price. The price increases every year. Every year, they raise the price of the licenses, which makes a lot of limitations, and you have to pay more. So that's some conditions. Actually, most of the companies that use Zendesk need a customer experience or customer care department. However, Zendesk only works with chatbox or emailing services, but it can also use Genesys, VoIP, or voice sensors. Additionally, Zendesk needs the administration panels to be easier because it's a very complex panel. You need to search for a lot of things to do, like a small job. So you have to do a lot of setup regarding the integration, and it's a little bit challenging to integrate any software in the vendor.
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Top Industries

By visitors reading reviews
Computer Software Company
14%
University
11%
Financial Services Firm
8%
Manufacturing Company
8%
Computer Software Company
22%
Educational Organization
10%
Financial Services Firm
8%
Manufacturing Company
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Salesforce Community Cloud?
All the business intelligence included in the tool gives more information about the cycle of the sales stage.
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What needs improvement with Salesforce Community Cloud?
The user interface of the screenshots feature is a little bit old and hasn't been updated for a long time.
See all answers
What is your primary use case for Salesforce Community Cloud?
Our primary use case for the solution is sales management of customer life cycles. We deploy the solution on cloud.
See all answers
What do you like most about Zendesk Support?
I found the user experience with vendors on Zendesk to be straightforward, especially when it comes to understanding and searching for specific tickets. The search and navigation tools are easy to ...
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What is your experience regarding pricing and costs for Zendesk Support?
I am not currently aware of the exact pricing, but since we are still using Zendesk, it appears to be at a reasonable price point.
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What needs improvement with Zendesk Support?
Report generation is still slightly tricky and not very customizable as per my inquiries. It would be advantageous to have an AI layer that can analyze incoming requests and generate summaries, as ...
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BMC Helix ITSM vs Zendesk Logo
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Compared 5% of the time
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Product Reports

Buyer's Guide
Community Platforms
November 2024
Salesforce Community Cloud reportDownload Salesforce Community Cloud product report
Buyer's Guide
Zendesk
October 2024
Zendesk reportDownload Zendesk product report
 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Learn More

Salesforce
Zendesk
 

Overview

Salesforce Community Cloud, a social platform, that connects and collaborate with customers, partners, and employees. Build a community for everyone critical to your business ecosystem, from agencies, vendors, and suppliers, to patients, job applicants, and even retail locations. Community Cloud employs Salesforce's Chatter social CRM platform for chat and screensharing, allowing users to exchange data and images in real time throughout an ongoing conversation. The platform supports customer relationship management (CRM) and provides channels for customers to find information and communicate with other customers. The console also includes a "Buy" button to enable e-commerce.

Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.

 

Sample Customers

Brown-Forman, GE Aviation, Pernod Ricard, Toyota, Virgin America, GE, IAVA
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Buyer's Guide
Salesforce Community Cloud vs. Zendesk
October 2024
Free Report: Salesforce Community Cloud vs. Zendesk
Find out what your peers are saying about Salesforce Community Cloud vs. Zendesk and other solutions. Updated: October 2024.
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816,406 professionals have used our research since 2012.
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We monitor all Community Platforms reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.