Salesforce Service Cloud vs Zendesk comparison

"It integrates with all our platforms, providing a comprehensive view of the customer."

"In terms of visibility to my boss and the team, it does help a lot."

"I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."

"The interface is quite user-friendly."

"It is a stable product."

"We use Salesforce Service Cloud for lead management and opportunity management."

"Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number."

"We are very happy with the support team from Salesforce."

"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."

"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 use, and I haven't encountered any issues with delays or communication gaps in ticket resolutions."

"Its agility and simplicity are the most valuable features. This tool is very user-friendly."

"It's very convenient to use."

"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."

"The stability has been very good."

"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."

"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."

"The solution's integration with the main ERP is a little cumbersome."

"Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."

"We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process."

"The pricing for what Salesforce Service Cloud offers is not great."

"The documentation could be improved."

"It is kind of a struggle to get a report that shows something you want it to show."

"I would like to add some bot features."

"I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."

"The support team is time-consuming, and they don't find the answer to our problem."

"The price of the solution should be reduced."

"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."

"It needs to improve in terms of its flexibility, price, and installation."

"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."

"Report generation is still slightly tricky and not very customizable as per my inquiries."

"If I write an article, and I have a team of 30 people, and they all have a Zendesk account, when I write an article, I send them an email. "Hey guys, I just wrote this article. It's one of the most popular topics this month on which we are not covered. Please check it and make sure that you include it in your resolutions". The issue is, once I send it to those 30 people, and they open it, the next morning, that article is the most popular article."

"The dashboard could be better."

"The price of the solution depends on how many users need access to it"

"The price is too expensive."

"The licensing is flexible. Companies pay for what they use. However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range."

"I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten."

"Only enterprise businesses can afford the solution, and small companies cannot afford it."

"The solution is priced at 50 dollars a month per user."

"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

"Salesforce is very cost-effective."

"We pay for the solution on a yearly basis and my understanding is that the cost is about $30,000. That's the cost for 24 to 25 agents."

"From what I hear, Zendesk's pricing is a little expensive."

"You have to pay extra for better support. So it's not only the license that you pay for, but you have to pay extra for the support as well."

"There are different plans that are offered. We are using the entry-level plan. The overall price of the solution should be reduced. The price is too high."

"The price is very competitive."

"Zendesk's licensing is not cheap. For Enterprise, we are paying $200 per agent. It's a per-month cost, so it's pretty steep. There are some services you need to pay extra for. For example, with Zendesk Guide, we had to buy the most expensive offering in order to get Multibrand and everything. We also had to pay a lot of money for themes."