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Sprinklr vs Zendesk comparison

 

Comparison Buyer's Guide

Executive Summary

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

Sprinklr
Ranking in Community Platforms
2nd
Average Rating
7.8
Number of Reviews
10
Ranking in other categories
Social CRM (1st), Social Media Management Solutions (1st), Digital Experience Platforms (DXP) (3rd)
Zendesk
Ranking in Community Platforms
3rd
Average Rating
8.2
Reviews Sentiment
6.8
Number of Reviews
60
Ranking in other categories
CRM Customer Engagement Centers (7th), CRM (20th), Help Desk Software (9th), IT Service Management (ITSM) (7th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (3rd)
 

Mindshare comparison

As of April 2025, in the Community Platforms category, the mindshare of Sprinklr is 18.3%, up from 14.0% compared to the previous year. The mindshare of Zendesk is 25.0%, up from 13.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Community Platforms
 

Featured Reviews

VikasKhattri - PeerSpot reviewer
Automation tools have improved workflow efficiency and offers AI features
AI manages customer interactions really well, and the flow becomes easier. The best part about AI is its analytics. For example, if a customer has been with the product for past five years, it provides insights into a customer's buying behavior and past issues with the company. This data is important when dealing with a customer on a call or another channel. Sprinklr's automation tools have improved workflow efficiency for our customers and made their life easier. he integration is better than before because they are really focusing on what they're doing now. Some of our colleagues even moved to Sprinklr from Aethela, and they are really building it up in a better way.
JohanSkibdahl - PeerSpot reviewer
Automating customer support with advanced AI capabilities and seamless communication
Zendesk has been invaluable in automating communications such as email and phone calls. It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities. This intelligent tool can manage complex queries before users even realize they are interacting with a non-human. Additionally, we have integrated Zendesk with Datto and Klaviyo ( /products/klaviyo-reviews ), enhancing our workflows.

Quotes from Members

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

Pros

"The most important feature of Sprinklr is its high availability since it is a cloud solution."
"The interface is the most valuable feature to me."
"Everything is integrated in one platform."
"Sprinklr provides an in-depth, comprehensive solution akin to Salesforce for social media, offering a 360-degree cover with numerous options."
"AI manages customer interactions really well, and the flow becomes easier."
"The scheduling feature is, of course, key just so I can do it in one sitting, plan out the month, and be ahead of everything."
"Customization and custom rule engines are highly valuable, enabling the creation of custom rules tailored to specific needs."
"This single-pane-of-glass approach enhances efficiency by consolidating social network interactions on one dashboard."
"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."
"It is very easy to connect back and forth between the requester and the person fulfilling the ticket."
"The most valuable feature is the trackability of incoming requests. The system keeps a comprehensive history of work requests, making it a useful tool for our internal processes."
"It is a scalable solution."
"The product offers very good management. It has a great ability to assign tickets based on content."
"Zendesk Support has a lot of good APIs."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"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."
 

Cons

"Sometimes I'll log into LinkedIn, and it won't show the scheduled post."
"The interaction and integration with our CRM should be improved, especially to ensure security with on-premises solutions and to be suitable for banking environments."
"Sprinklr could be more drag-and-drop friendly."
"The support system is a major drawback because there is no live chat system for immediate issue reporting, leading to delayed resolutions."
"There could be more videos on how to use Sprinklr."
"Sprinklr should consider not charging for everything. Services such as premium support and onboarding should be part of the deal."
"Their support team should opt for phone calls over emails to resolve issues faster."
"Customer service needs improvement, especially in problem-solving rather than just stating why issues exist."
"The price of the solution should be reduced."
"The support team is time-consuming, and they don't find the answer to our problem."
"Report generation is still slightly tricky and not very customizable as per my inquiries."
"There could be improvements in integration, which can be achieved with APIs or tools like Zapier."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"The solution itself wasn't easy to set up."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
 

Pricing and Cost Advice

Information not available
"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."
"From what I hear, Zendesk's pricing is a little expensive."
"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."
"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."
"The price is very competitive."
"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."
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Top Industries

By visitors reading reviews
Computer Software Company
14%
Financial Services Firm
12%
Manufacturing Company
8%
Retailer
8%
Computer Software Company
23%
Educational Organization
11%
Financial Services Firm
9%
Manufacturing Company
6%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

Why is Sprinklr famous for its social media feature?
As a digital experience platform with many features, Sprinklr includes the feature for better social media and sales outreach and is famous for it because many competitors don’t offer it. If you us...
Is Sprinklr a free digital experience platform?
No, Sprinklr isn't a free DXP but it does offer a 30-day free trial. It's not offered for all of its features, though. I looked and at the moment you can get a free trial for only Lite (meaning no...
Can Sprinklr help a company provide good customer support?
I think if you're looking for a digital experience platform that values your customers most, you're asking about the right one, as the whole philosophy Sprinklr seems to have is about your clients...
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 ...
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.
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 ...
 

Comparisons

 

Also Known As

No data available
Zendesk Support, Zendesk Guide, Zendesk Sell
 

Overview

 

Sample Customers

GoDaddy, Samsung, GAP, P&G, Nike, Cisco, Intel, NHL, Dell, Groupon, Starwood Hotels & Resorts, Virgin America, Frontier Airlines
Mailchimp, Tesco, Vimeo, Instacart, Mediaocean, Slack, Uber
Find out what your peers are saying about Sprinklr vs. Zendesk and other solutions. Updated: April 2025.
848,989 professionals have used our research since 2012.