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
22 Comparison Views

77% willing to recommend

Zendesk

Read 59 Zendesk reviews

34 Views
25 Comparison Views

93% willing to recommend

Sprinklr

Zendesk

Comparison Buyer's Guide

Download the report

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

Download the complete report

Helped 832,138 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 (5th), CRM (20th), Help Desk Software (10th), IT Service Management (ITSM) (8th), Sales Force Automation (7th), Reporting (13th), Knowledge Management Software (2nd)

Mindshare comparison

As of February 2025, in the Community Platforms category, the mindshare of Sprinklr is 15.0%, up from 11.3% compared to the previous year. The mindshare of Zendesk is 18.3%, up from 14.5% 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.

Read full review

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.

Read full review

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."

"Sprinklr provides an in-depth, comprehensive solution akin to Salesforce for social media, offering a 360-degree cover with numerous options."

"Everything is integrated in one platform."

"Customization and custom rule engines are highly valuable, enabling the creation of custom rules tailored to specific needs."

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

"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 interface is the most valuable feature to me."

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

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."

"We rarely had issues with Zendesk."

"I love how the tickets would auto-populate very quickly in Zendesk, especially when a call comes in."

"Zendesk Support has a lot of good APIs."

"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."

"The initial setup is simple and straightforward."

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

More Zendesk pros

Cons

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

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

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

"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."

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

"Sometimes I'll log into LinkedIn, and it won't show the scheduled post."

"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."

"Their support team should opt for phone calls over emails to resolve issues faster."

More Sprinklr cons

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

"You couldn't give administrative access to new hires."

"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."

"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."

"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."

"It wasn't easy to set up so we're only using a third of all of the features,"

"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."

"One of the drawbacks of Zendesk is that it doesn't provide a secure way for us to send data. So, we usually use a secure SharePoint folder link. We put that in the Zendesk ticket so that the requester has a secure way of getting to their data."

More Zendesk cons

Pricing and Cost Advice

Information not available

"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."

"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."

"The price is very competitive."

"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."

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

See which vendors are best for you

Use our free recommendation engine to learn which Community Platforms solutions are best for your needs.

See recommendations

832,138 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Financial Services Firm

16%

Computer Software Company

14%

Retailer

Manufacturing Company

Computer Software Company

22%

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...

See all answers

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...

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 ...

See all answers

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

Comparisons

NICE CXone vs Sprinklr

Compared 27% of the time

Locobuzz vs Sprinklr

Compared 17% of the time

Sprout Social vs Sprinklr

Compared 15% of the time

HootSuite vs Sprinklr

Compared 15% of the time

Salesforce Marketing Cloud vs Sprinklr

Compared 14% of the time

More Sprinklr Competitors

ServiceNow vs Zendesk

Compared 20% of the time

Atlassian Confluence vs Zendesk

Compared 10% of the time

JIRA Service Management vs Zendesk

Compared 9% of the time

Freshservice vs Zendesk

Compared 9% of the time

BMC Helix ITSM vs Zendesk

Compared 6% of the time

More Zendesk Competitors

Product Reports

Buyer's Guide

Sprinklr

January 2025

Download Sprinklr product report

Buyer's Guide

Zendesk

January 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.

DOWNLOAD NOW

832,138 professionals have used our research since 2012.

See our Sprinklr vs. Zendesk report.

See our list of best Community Platforms vendors.

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.