Zendesk Vs Zoho CRM (May 2021)

Shlomi LaviShlomi Lavi / May 01, 2021

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

Zoho CRM is more expensive to implement (TCO) than Zendesk, Zoho CRM is rated higher (98/100) than Zendesk (92/100). Zendesk offers more features (23) to their users than Zoho CRM (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 Zendesk compares with Zoho?

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.

Zoho: Zoho.com offers a comprehensive suite of award-winning online business, productivity & collaboration applications. Customers use Zoho Applications to run their business processes, manage their information and be more productive while at the office or on the go, without having to worry about expensive or outdated hardware or software. To date, Zoho...

Who's more expensive? Zendesk or Zoho CRM?

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 Zendesk and Zoho CRM.

Zendesk price starts at $49 per user/month , on a scale between 1 to 10 Zendesk is rated 2, which is much lower than the average cost of CRM software. Zoho CRM price starts at $12 per user/month , when comparing Zoho CRM to their competitors, the software is rated 2 - much lower than the average CRM software cost.

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

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 Zendesk Vs. Zoho CRM based on some of the most important and required CRM 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. Zoho CRM: Billing/Invoicing, Campaign Dashboard, Campaign Management, Contact Management, Customer Database.

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. Zoho CRM is focused on startup to medium firms in different markets.

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.

Zoho CRM

ITQlick rating
(4.2/5)

starts at $12 per user/month

Zoho CRM is cloud-based customer relationship management and customer engagement solution designed for businesses of all sizes. The core features include artificial intelligence, pipeline management and team co...

Categories: Banking CRM, Casino CRM, Complaint Management, Customer Relationship Management, Customer Loyalty.

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

Zoho CRM Specifications

ITQlick Score: 98/100
ITQlick Rating: (4.2/5)
Pricing: 2/10 - low cost
Category: CRM -> Zoho CRM
Company: Zoho
Pricing: starts at $12 per user/month
Typical customers: Small, medium and large size businesses
Platforms: Desktop, Cloud
Links: Zoho CRM review, Zoho CRM pricing, Zoho CRM alternatives

Compare features

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

Zoho CRM: 16 Features

Billing/Invoicing
Campaign Dashboard
Campaign Management
Contact Management
Customer Database
Customer Service
Customer Support Tracking
Dashboards
Document Management
Email Marketing
Knowledge Base
Lead Management
Multi-Language
Social Advertising
Social Media
Workflow Rules & Management
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
Zendesk
ITQlick rating
4.3/5
Score
92/100
Pricing
2/10
License pricing
$49 per user/month
Functionality
48
Compare
Zoho
ITQlick rating
4.2/5
Score
98/100
Pricing
2/10
License pricing
$12 per user/month
Functionality
36
Review
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
Nimble
ITQlick rating
2.8/5
Score
97/100
Pricing
2/10
License pricing
$19 per user/month
Functionality
31
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.