Sprinklr vs Zendesk comparison

Sprinklr and Zendesk are both solutions in the Community Platforms category. Sprinklr is ranked #2 with an average rating of 7.9, while Zendesk is ranked #3 with an average rating of 7.7. Sprinklr holds a 15.0% mindshare in CP, compared to Zendesk’s 18.3% mindshare. Additionally, 77% of Sprinklr users are willing to recommend the solution, compared to 93% of Zendesk users who would recommend it.

Sprinklr

Read 10 Sprinklr reviews

26 Views
20 Comparison Views

77% willing to recommend

Zendesk

Read 59 Zendesk reviews

32 Views
23 Comparison Views

93% willing to recommend

Sprinklr

Zendesk

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Executive Summary

We performed a comparison between Sprinklr 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.

To learn more, read our detailed Sprinklr vs. Zendesk Report (Updated: January 2025).

Buyer's Guide

Sprinklr vs. Zendesk

January 2025

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Helped 839,422 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:

Categories and Ranking

Sprinklr

Ranking in Community Platforms

2nd

Average Rating

7.8

Number of Reviews

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

Ranking in other categories

CRM Customer Engagement Centers (6th), 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 March 2025, in the Community Platforms category, the mindshare of Sprinklr is 15.0%, up from 13.4% compared to the previous year. The mindshare of Zendesk is 18.3%, up from 14.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Community Platforms

Featured Reviews

VikasKhattri

Enterprise Sales Manager at Etisalat

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.

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Ahmed Nassar

Technical Consultant at Spectrum Group

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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Quotes from Members

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

Pros

"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."

"This single-pane-of-glass approach enhances efficiency by consolidating social network interactions on one dashboard."

"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."

"The most important feature of Sprinklr is its high availability since it is a cloud solution."

"Everything is integrated in one platform."

"The interface is the most valuable feature to me."

"The most effective feature is the automation of the routing engine."

More Sprinklr pros

"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."

"The stability has been very good."

"It's very convenient to use."

"It is a scalable solution."

"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."

"The initial setup is simple and straightforward."

"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."

"The product offers very good management. It has a great ability to assign tickets based on content."

More Zendesk pros

Cons

"The support system is a major drawback because there is no live chat system for immediate issue reporting, leading to delayed resolutions."

"Customer service needs improvement, especially in problem-solving rather than just stating why issues exist."

"There could be more videos on how to use Sprinklr."

"Sprinklr could be more drag-and-drop friendly."

"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."

"If I compare Sprinklr with NICE, people still opt for NICE. This is because they are not as confident with the use cases of Sprinklr, even though Sprinklr is trying to improve."

"Sprinklr should consider not charging for everything. Services such as premium support and onboarding should be part of the deal."

More Sprinklr cons

"They have something called Zendesk Explore, which isn't as good as what they had in place previously."

"Zendesk's stability on inbound calls could be improved as compared to Talkdesk."

"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."

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

"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 price of the solution should be reduced."

"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."

"The solution could integrate better with QR codes from some websites such as Facebook."

More Zendesk cons

Pricing and Cost Advice

Information not available

"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."

"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."

"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."

"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."

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Top Industries

By visitors reading reviews

Financial Services Firm

17%

Computer Software Company

14%

Retailer

Manufacturing Company

Computer Software Company

23%

Educational Organization

12%

Financial Services Firm

Manufacturing Company

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...

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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...

See all answers

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...

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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.

See all answers

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 ...

See all answers

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Product Reports

Buyer's Guide

Sprinklr

February 2025

Download Sprinklr product report

Buyer's Guide

Zendesk

February 2025

Download Zendesk product report

Also Known As

No data available

Zendesk Support, Zendesk Guide, Zendesk Sell

Overview

Sprinklr is an established customer experience platform (CMX) used by many well-known business giants to advertise, market, and research. Sprinklr understands the needs of customers for a unified experience and provides them with modern research, modern care, modern marketing and advertising, and social engagement and sales, helping companies improve their reach as well as their ROI.

Sprinklr Features

Sprinklr aims to bring the ultimate unified digital experience through services like enablement, success management, transformation and managed services, strategy and analytics, and moderation services. The features that Sprinklr offers include:

Modern care: Sprinklr is dedicated to customer support, helping companies enhance the digital experience through features that include conversational AI, IVR deflection, case management, CSAT prediction, guided workflows, knowledge base, AI agent assistance, AI routing, and automated quality audits.
Modern research: Sprinklr not only allows companies to manage incoming customer inquiries, but it also provides extensive data about the digital experience companies are providing to their clients. Organizations can easily access performance reports all in one place and use the data to change the areas where they're not performing well. The insights are provided thanks to features such as AI-powered insight on current events, allowing companies to fix potential risk issues and transform feedback from customers into solutions for the improvement of the digital experience.
Modern marketing and advertising: Once a company decides to provide its users with a digital experience, it should concentrate not only on the content it's providing, but also on the way it's reaching its target. That's why Sprinklr offers features for marketing and advertising that allow organizations to access the marketing for their brands in a single platform while delivering their content across many different channels. This category features campaign planning, workflow management, automated task assignment, integrated asset management, unified calendar, ads management, dark post moderation, omnichannel analytics, and advocacy. All the provided features allow companies to deliver marketing and advertising that will expand their digital experience and reach a vast array of clients.
Social engagement and sales: Sprinklr provides features that help companies to enhance their social engagement and sales and potentially generate more revenue. These features, which include conversational commerce, a gallery, and customization for communities, allow companies to deliver a more efficient digital experience through social media and reach more groups of clients.

Sprinklr Benefits

The benefits of Sprinklr include:

Easy, all-in access to user insight and data
Thorough social media engagement reports
AI integrations for customer support

Sprinklr

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.

Zendesk

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

Buyer's Guide

Sprinklr vs. Zendesk

January 2025

Free Report: Sprinklr vs. Zendesk

Find out what your peers are saying about Sprinklr vs. Zendesk and other solutions. Updated: January 2025.

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