Compare Zendesk and Capsule CRM - Sep 2023

Shlomi Lavi

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Bottom Line: Which is Better - Zendesk or Capsule CRM?

Capsule CRM is more expensive to implement (TCO) than Zendesk, and Capsule CRM is rated higher (94/100) than Zendesk (92/100). Zendesk offers users more features (23) than Capsule CRM (3).

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

Zendesk Vs. Cloudwork

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.

Cloudwork: CloudWork is an integration as a service platform that allows anyone to build connections between business and social media apps. We take advantage of public APIs to enable tasks automation. As a result businesses are able to automate boring tasks, save time and increase productivity by defining triggers and actions with just a few clicks.

Who is more expensive? Zendesk or Capsule CRM?

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

Zendesk price starts at $49 per agent/month , On a scale between 1 to 10 Zendesk is rated 2, which is much lower than the average cost of Help Desk software. Capsule CRM price starts at $18 per user/month , When comparing Capsule CRM to its competitors, the software is rated 2 - much lower than the average Help Desk software cost.

Bottom line: Zendesk cost is around the same cost of Capsule CRM.

Which software includes more/better features?

We've compared Zendesk Vs. Capsule CRM based on some of the most important and required Help Desk features.

Zendesk: this software is considered "feature-rich" with more than 10 important features, here is a partial list: Customer Survey, Email Integration, Knowledge Base/FAQ, Multi-Site Support, Rules/Workflows, Scheduling, Self Service Portal, Service Level Agreements.

Capsule CRM: Data Import/Export, Basic Reports, Online Customer Support.

Target customer size

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. Customers of the software mainly include small and medium businesses from different industrial backgrounds.