Dynamics 365 Vs Zendesk (May 2021)

Shlomi LaviShlomi Lavi / May 01, 2021

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Bottom Line: Which is Better - Dynamics 365 or Zendesk?

Dynamics 365 is more expensive to implement (TCO) than Zendesk, Dynamics 365 is rated higher (95/100) than Zendesk (92/100). Zendesk offers more features (23) to their users than Dynamics 365 (16).

Looking for the right CRM solution for your business? buyers like you are primarily concerned about the real total implementation cost (TCO), full list of features, vendor reliability, user reviews, pros and cons. In this article we compare between the 2 software products:

How Microsoft compares with Zendesk?

Microsoft: Microsoft Corporation is an American corporation that develops, manufactures, licenses and supports a wide range of products and services related to computing. The company was founded by Bill Gates and Paul Allen on April 4, 1975. Microsoft is the world's largest software maker measured by revenues.

Zendesk: Zendesk is founded in Copenhagen, Denmark. Zendesk is the leading cloud-based customer service software solution. More than 20,000 companies such as Groupon, Box, and Zappos are using Zendesk to lower costs, raise productivity, and increase customer satisfaction.

Who's more expensive? Dynamics 365 or Zendesk?

The real total cost of ownership (TCO) of CRM software includes the software license, subscription fees, software training, customizations, hardware (if needed), maintenance & support and other related services. When calculating the TCO it's important to add all of these "hidden cost" as well. We prepared a TCO calculator for Dynamics 365 and Zendesk.

Dynamics 365 price starts at $65 per user/month , on a scale between 1 to 10 Microsoft Dynamics CRM is rated 4, which is lower than the average cost of CRM software. Zendesk price starts at $49 per user/month , when comparing Zendesk to their competitors, the software is rated 2 - much lower than the average CRM software cost.

Bottom line: Dynamics 365 is more expensive than Zendesk.

Which software includes more/better features?

As with any business software solutions, it’s important to consider the features & functionality. The tool should support the processes, workflows, reports and needs that matter to your team. To help you evaluate this, we've compared Dynamics 365 Vs. Zendesk based on some of the most important and required CRM features. Dynamics 365: this software is considered "feature-rich" with more than 10 important features, here is a partial list: Customer Service, Marketing Automation, Social Media, Accounting Integration, Barcode Integration, CRM Integration, ERP Integration, Multi-Language. Zendesk: Customer Survey, Email Integration, Knowledge Base/FAQ, Multi-Site Support, Rules/Workflows.

Target customer size

Microsoft Dynamics CRM supports businesses across the table in any industry, from freelancers, startups, and small companies, to large organizations, making this solution ideal for any kind of business whatsoever. Zendesk is the tool for any company, big or small, that has to deal with a certain number of customers on daily basis and needs an evolving platform to facilitate this process.

Dynamics 365

ITQlick rating
(4.3/5)

starts at $65 per user/month

Microsoft Dynamics CRM is a customer relations solution developed by Microsoft. This tool mainly targets large business enterprises but may also be a good fit for smaller businesses. Microsoft Dynamics CRM can ...

Categories: CRM, Banking CRM, Casino CRM, Insurance CRM.

Zendesk

ITQlick rating
(4.3/5)

starts at $49 per user/month

Zendesk is a SaaS and a cloud-based customer service software that help the user to manage customers. The solution enables the user to build more meaningful productive as well as personal relationships with cus...

Categories: Customer Service, Ticket Management, Help Desk, Document Management, CRM.

Compare specifications

Zendesk Specifications

ITQlick Score: 92/100
ITQlick Rating: (4.3/5)
Pricing: 2/10 - low cost
Category: CRM -> Zendesk
Company: Zendesk
Pricing: starts at $49 per user/month
Typical customers: Small, medium and large size businesses
Platforms: Desktop, Mobile, Cloud
Links: Zendesk review, Zendesk pricing, Zendesk alternatives

Compare features

Dynamics 365: 16 Features

Customer Service
Marketing Automation
Social Media
Accounting Integration
Barcode Integration
CRM Integration
ERP Integration
Multi-Language
Multi-Location
Purchasing
Quality Control
RFID Integration
Stock Inquiries
Supplier Management
Transfer Management
Warehouse Management

Zendesk: 23 Features

Customer Survey
Email Integration
Knowledge Base/FAQ
Multi-Site Support
Rules/Workflows
Scheduling
Self Service Portal
Service Level Agreements
Change Management
Customer Survey
Email Integration
Knowledge Base/FAQ
Multi-Site Support
Rules/Workflows
Scheduling
Self Service Portal
Service Level Agreements
Customer Database
Customer Self Service Portal
Customer Service
Customer Support Tracking
Knowledge Base
Mail Order Sales
ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
ITQlick score ITQlick Score is a 1 to 100, the calculation is based on pricing, and functionality Vs. alternative solutions
Pricing score pricing Score is a 1 to 10 (10 is high cost), based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
License pricing license pricing (if provided by the software vendor)
Functionality score
Software review
Compare
Microsoft
ITQlick rating
4.3/5
Score
95/100
Pricing
4/10
License pricing
$65 per user/month
Functionality
28
Compare
Zendesk
ITQlick rating
4.3/5
Score
92/100
Pricing
2/10
License pricing
$49 per user/month
Functionality
48
Pipedrive
ITQlick rating
4.6/5
Score
99/100
Pricing
2/10
License pricing
$12.50 per user/month
Functionality
19
Salesforce
ITQlick rating
4.4/5
Score
98/100
Pricing
3/10
License pricing
$25 per user/month
Functionality
28
Zoho
ITQlick rating
4.2/5
Score
98/100
Pricing
2/10
License pricing
$12 per user/month
Functionality
36
Review
Author

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.