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.
