CRM technology is among the most popular and crucial tools in the modern customer service ecosystem. If companies want to deliver the kind of meaningful experiences audiences are looking for today, they need a solution for keeping track of conversations.
Zendesk and Salesforce are just two of the most popular CRM solutions on the market today. Both platforms offer an extensive range of features for sales, customer relationships, and service. What’s more, each of these tools is an industry leader, defined by leading publications as excellent for businesses from various backgrounds.
So, how do you choose between Zendesk and Salesforce?
Zendesk Features
For the sake of this CRM comparison, we’ll be looking at the Zendesk “Support” part of the Zendesk portfolio. This all-in-one application allows companies to connect with clients through a host of channels, including social media, voice, live chat, and email. There are also tools available for building self-service solutions like help centres and community forums.
Zendesk has a fantastic built-in ticketing system, and intelligent routing solutions to ensure tickets go to the right people at the correct times. The technology also stays ahead of the curve with innovations like AI-enhanced bots, custom agent dashboards, and omni-channel data tracking. Features include:
- Omni-channel service tracking
- Professional support and services
- Actionable custom reports
- Insights enhanced with AI
- Unified customer view
- Over 1000 integrations with leading tools
- Agent support and custom dashboards
- Collaboration tools for back-end conversations
- Manage responses from different tools in one place
- AI bots and assistants
- Self-service support systems
- Intelligent routing and reminders
- Automation and workflows
- Rich instant chat experiences
Zendesk’s CRM software is fully GDPR compliant and designed to improve business outcomes in a host of different ways. You can enhance productivity with workflows and automation, reduce the time it takes to solve customer problems and deliver consistent support across all channels.
Salesforce Features
Like Zendesk, Salesforce provides a full portfolio of tools for customer relationship management, lead acquisition, nurturing, and sales. For the sake of this comparison, we’re looking at the Salesforce Service Cloud environment, for tracking customer conversations and encouraging better end-to-end experiences for any audience.
Salesforce, now combined with Slack, thanks to a recent acquisition, helps to align teams towards better outcomes for your target audience. You can schedule agents to be available at the right time, based on your knowledge of service demand peaks. The solution also comes with full omni-channel integrations for any channel. Features include:
- AI insights to increase revenue opportunities
- Shared actionable insights into customer interactions
- Automated processes with intelligent workflows
- Customer support on every channel
- Smart productivity tools
- Track all conversations in one place
- Field service support
- Automatic scheduling and intelligent routing
- Appointment assistants
- End-to-end data insights
- Integrations with dozens of leading tools
- Slack for back-end collaboration
- Access to a wide range of extra tools (Like Customer 360)
- Custom reports and analytics
- Knowledge management
- Agent workspaces
The comprehensive Salesforce environment offers everything from a dedicated agent workspace where your employees can track their conversations, to in-depth case management with automated workflows and processes. Omni-channel routing ensures you can continue the conversation on any channel, while intelligent analytics help you understand the sentiment behind each discussion.
Zendesk vs Salesforce: Which is Better
For CRM support, both Salesforce and Zendesk have a lot in common. Both tools are intelligently enhanced, with smart tools to help you strengthen your relationships with customers. AI bots can help you to understand what kind of trends are happening behind the scenes in your organisation and give you meaningful reports to share with stakeholders.
Each solution comes with tools for managing your team, scheduling availability, and tracking performance at scale. You can also access intelligent routing solutions to ensure the right agent sees the correct messages and service requests. What’s more, both Salesforce and Zendesk are excellent for offering a full view into the omni-channel ecosystem, for end-to-end context.
Zendesk offers fantastic customer service, with specialist assistance to help you set up everything from automated workflows to unique integrations. The Zendesk platform is one of the most flexible in the world, with thousands of connections to choose from, as well as access to a range of extensive Zendesk integrated tools.
Salesforce, on the other hand, has an excellent community of avid users, with plenty of support, training and guidance for people who want to learn more about the service. From an integration perspective, the solution is also extremely flexible, and recently completed a purchase of Slack, the collaboration tool, to make keeping your teams connected on the back end even easier.
Zendesk allows you to go all-in on messaging as a tool for improving conversations with customers, with a comprehensive suite where you can track support conversations across all channels. Salesforce ensures you can meet your customer anywhere, and ensure they come first in every conversation, with in-depth analytics and amazing tools for all industries. There are even specific certifications team members can get to make them more effective at working with Salesforce.
Zendesk or Salesforce? You Decide
It isn’t easy to make the choice between Zendesk and Salesforce when you consider how similar both tools are for offering intelligent omni-channel CRM support. However, there are some differences to consider. Salesforce is a more comprehensive solution, with intelligence and collaboration built-in. However, it’s also a tool that generally takes a lot more work to learn how to use. You may need to invest more time and effort into building your CX strategy if you’re using Salesforce.
Zendesk is a little smaller than Salesforce in terms of its product portfolio, though it still has a wide range of features to offer. However, many people consider this solution to be much easier to use. Another massive bonus is the sheer scope of the integration options available for Zendesk users. There’s no limit to how much you can build out your service.
Of course, if you can’t choose between Zendesk and Salesforce, you can always integrate elements of both- thanks to the flexibility of the platforms.
