Salesforce Service Cloud vs Zoho Desk comparison

Salesforce and Zoho are both solutions in the CRM Customer Engagement Centers category. Salesforce is ranked #2 with an average rating of 8.3, while Zoho is ranked #6 with an average rating of 8.3. Salesforce holds a 19.6% mindshare in CCEC, compared to Zoho’s 1.5% mindshare. Additionally, 96% of Salesforce users are willing to recommend the solution, compared to 90% of Zoho users who would recommend it.

Salesforce Service Cloud

Read 52 Salesforce Service Cloud reviews

457 Views
372 Comparison Views

96% willing to recommend

Zoho Desk

Read 20 Zoho Desk reviews

70 Views
41 Comparison Views

90% willing to recommend

Salesforce Service Cloud

Zoho Desk

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 1, 2024

Salesforce Service Cloud and Zoho Desk compete in the customer service software market. Salesforce seems to have the upper hand with its advanced features and scalability, appealing to larger organizations, while Zoho Desk offers affordability and simplicity for smaller businesses.

Features: Salesforce Service Cloud offers robust case management, workflow automation, and API integration, making it suitable for businesses requiring comprehensive CRM functionality. Zoho Desk provides strong customer engagement features, multi-channel communication, and easy integration with other Zoho applications, making it accessible and flexible for various business sizes.

Room for Improvement: Salesforce Service Cloud could benefit from enhanced reporting capabilities, improved knowledge management, and better mobile app functionality. Zoho Desk should focus on improving IT service management, enhancing customization options for alerts, and addressing pricing concerns to maintain its competitive edge.

Ease of Deployment and Customer Service: Salesforce Service Cloud primarily operates on the public cloud, with excellent customer service support and a strong user community. Zoho Desk offers multiple deployment options, including private and hybrid cloud setups, and receives positive feedback for its flexibility and customer support.

Pricing and ROI: Salesforce Service Cloud's high pricing is justified by its robust features and potential for strong ROI through enhanced efficiency. Zoho Desk is recognized for cost-effectiveness, offering flexible subscription pricing appealing to small businesses seeking an economical customer service platform.

To learn more, read our detailed Salesforce Service Cloud vs. Zoho Desk Report (Updated: March 2025).

Buyer's Guide

Salesforce Service Cloud vs. Zoho Desk

March 2025

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Review summaries and opinions

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

Categories and Ranking

Salesforce Service Cloud

Ranking in CRM Customer Engagement Centers

2nd

Ranking in Help Desk Software

5th

Average Rating

8.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

Knowledge Management Software (2nd), IT Alerting and Incident Management (6th)

Zoho Desk

Ranking in CRM Customer Engagement Centers

6th

Ranking in Help Desk Software

7th

Average Rating

8.2

Reviews Sentiment

7.4

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of April 2025, in the CRM Customer Engagement Centers category, the mindshare of Salesforce Service Cloud is 19.6%, up from 16.5% compared to the previous year. The mindshare of Zoho Desk is 1.5%, down from 2.2% compared to the previous year. It is calculated based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Featured Reviews

ChanchalSaxena

Lead Digital Transformation at Kohler Co.

High scalability with good plugins and excellent customer visibility

The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.

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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 complexity of the solution is very less."

"It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."

"Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency."

"The plug-ins that work with other standard systems have made the product industry-ready."

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

"There is an out-of-the-box feature for reporting and analytics"

"The most valuable feature of the solution is the traceability of actions."

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

More Salesforce Service Cloud pros

"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."

"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."

"The product is quite stable."

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

"The most valuable feature of Zoho Desk is the parent and child task management feature."

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

"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."

"Zoho Desk offers a wide range of features that allow integration with different systems, enhancing ease of use."

More Zoho Desk pros

Cons

"The solution could continue improving its artificial intelligence capabilities."

"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."

"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."

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

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

"The solution’s user interface could be improved and enhanced."

"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."

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

More Salesforce Service Cloud cons

"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."

"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."

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

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

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

"Sometimes support is available according to their time slots and they can't fulfill everything I need them to. They give us a time slot but it's not always enough."

"There is room for improvement in customer service and support. It could be more knowledgeable."

More Zoho Desk cons

Pricing and Cost Advice

"Salesforce is very cost-effective."

"Salesforce Service Cloud is a bit expensive."

"The tool is pretty expensive."

"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."

"Salesforce is not a cheap product. It can be expensive."

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."

"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."

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

More Salesforce Service Cloud pricing and cost advice

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

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

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

"Zoho Desk's pricing is more flexible."

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

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

"Zoho Desk is a cost-effective solution."

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

More Zoho Desk pricing and cost advice

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Educational Organization

14%

Computer Software Company

13%

Manufacturing Company

10%

Educational Organization

59%

Computer Software Company

10%

Manufacturing Company

Media Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

What is your experience regarding pricing and costs for Salesforce Service Cloud?

Salesforce Service Cloud is a bit expensive.

See all answers

What needs improvement with Salesforce Service Cloud?

Reporting could be improved.

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What is your primary use case for Salesforce Service Cloud?

I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.

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?

The price point is a concern. The licensing model is quite easy, however, the pricing issue remains the main concern.

See all answers

What needs improvement with Zoho Desk?

The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.

See all answers

Comparisons

Microsoft Dynamics CRM vs Salesforce Service Cloud

Compared 21% of the time

ServiceNow vs Salesforce Service Cloud

Compared 20% of the time

JIRA Service Management vs Salesforce Service Cloud

Compared 8% of the time

Oracle Fusion Service vs Salesforce Service Cloud

Compared 7% of the time

Vlocity vs Salesforce Service Cloud

Compared 7% of the time

More Salesforce Service Cloud Competitors

ServiceNow vs Zoho Desk

Compared 57% of the time

ManageEngine ServiceDesk Plus vs Zoho Desk

Compared 11% of the time

JIRA Service Management vs Zoho Desk

Compared 9% of the time

Freshdesk vs Zoho Desk

Compared 9% of the time

ManageEngine SupportCenter Plus vs Zoho Desk

Compared 8% of the time

More Zoho Desk Competitors

Product Reports

Buyer's Guide

Salesforce Service Cloud

March 2025

Download Salesforce Service Cloud product report

Buyer's Guide

Zoho Desk

March 2025

Download Zoho Desk product report

Also Known As

Service Cloud

No data available

Overview

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Salesforce

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.

Zoho

Sample Customers

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva

Intel, Sears, Daimler, Essilor, Aon Hewitt, Shop Your Way, CoffeeRocket

Buyer's Guide

Salesforce Service Cloud vs. Zoho Desk

March 2025

Free Report: Salesforce Service Cloud vs. Zoho Desk

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