Picking the right customer software can feel like a headache, right?
You’ve got Zendesk and Zoho CRM staring you down, and honestly, they both look good.
How do you know which one fits your team? Imagine choosing wrong.
You waste time and money and maybe even lose customers because your tools don’t match your needs.
It’s like buying shoes that look cool but hurt your feet all day.
We’ll break down Zendesk vs Zoho CRM in plain English; you’ll know exactly which one is best for your business in 2025.
Let’s find your perfect fit!
Aperçu
We’ve rolled up our sleeves and put both Zendesk and Zoho CRM through real-world tests.
Our team explored each platform’s features, pricing, and user-friendliness to bring you a clear, honest comparison.
Vous voulez un produit simple mais puissant CRM Vous souhaitez organiser vos relations clients ? Vous pouvez en faire l'expérience sans risque !
Tarifs : L'essai est gratuit. L'abonnement premium démarre à 14 $/mois.
Caractéristiques principales :
- Gestion des contacts
- Automatisation de la force de vente
- Analyses et rapports
Ready to see if Zendesk is your perfect match? Check out our in-depth Zendesk review!
Tarifs : It has a free trial. The premium plan starts at $19/month.
Caractéristiques principales :
- Omnichannel support
- AI-powered bots
- Analyses avancées
Qu'est-ce que Zoho CRM ?
Zoho CRM focuses on sales and leads.
It helps you manage customers. It’s built to grow your entreprise.
Découvrez également nos favoris Alternatives à Zoho CRM…
Notre avis
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Principaux avantages
- La personnalisation est reine : Adaptez Zoho CRM à votre flux de travail exact.
- Abordable pour tous : Commencez avec un forfait gratuit pour jusqu'à 3 utilisateurs.
- Accès à l'application mobile : Gérez votre CRM où que vous soyez, à tout moment et en tout lieu.
- Analyses intégrées : Suivez les indicateurs critiques et obtenez des informations précieuses.
Tarifs
- Standard: 14 $/utilisateur/mois.
- Professionnel: 23 $/utilisateur/mois.
- Entreprise:40$/utilisateur/mois.
- Ultime: 52 $/utilisateur/mois.
Avantages
Inconvénients
Qu'est-ce que Zendesk ?
Zendesk is your go-to for customer help. It handles all your support needs.
Think of tickets, chats, and help centers. It keeps your customers coming back.
Découvrez également nos favoris Alternatives à Zendesk…
Principaux avantages
Zendesk helps you make customers happy and helps your team work better.
- Makes Customers Happier: Businesses using Zendesk see customers get 25% happier. That’s a big deal!
- All Talks in One Spot: Handle all messages from one place. No more jumping around.
- Smart Help: It does easy tasks for you. This lets your team fix harder problems.
- Self-Help Guides: You can make a help page. Customers can find answers themselves. This reduces questions by 15%.
- AI Smart Tools: It uses smart computer help. This means quicker and better answers for customers.
Tarifs
Tous les plans seront facturés annuellement.
- Équipe de soutien : 19$/mois.
- Suite Team : 55$/mois.
- Suite Professional : $115/month.
- Suite Enterprise : Talk to Sales.
Avantages
Inconvénients
Comparaison des fonctionnalités
Let’s see where these two platforms differ on key features.
We’ll look at the core parts that help you decide. Which one fits your needs best for great customer experience?
1. Ticketing System
- Zendesk’s customer support software has a very mature ticketing system. It is designed to handle a high volume of support requests. It makes it easy for support agents to cycle through tickets fast.
- Zoho Desk offers robust ticket systems too. It uses custom workflows like Blueprints for consistent agent processes.
2. Multi-Channel Support
- Zendesk suite is great at centralizing multiple channels in one agent workspace. This includes email, chat, and social messaging. It lets your team respond to all customer conversations.
- Zoho Desk also supports multiple channels. However, some features, like voix, may need add-ons or integration with other Zoho apps.
3. Reporting and Analytics
- Reporting and analytics zendesk uses a tool called Explore. It gives you deep insights into your support team’s performance. This helps you reduce costly temps d'arrêt.
- Zoho CRM offers strong analytics built into its platform. It gives you a clear picture of sales and service données. It helps you faire des décisions commerciales plus intelligentes.
4. Customization and Extensibility
- Zoho CRM is highly customizable. It lets you create many custom fields and layouts. This flexibility is great for businesses with unique sales processes.
- Zendesk also allows customization, but its core is focused on customer support. The zendesk marketplace has custom apps to extend its features.
5. AI and Automation
- Zendesk has AI built into its platform, focused on CX. It helps support agents with answers and ticket triage. This boosts productivity.
- Zoho CRM uses Zia, its AI assistant. Zia helps with sales and support by offering intelligent suggestions. It helps you get a clearer picture of your customer interactions.
6. Sales Team Focus
- Zoho CRM is primarily a CRM. It is built to serve the équipe de vente. Features like lead management and sales automation are very strong.
- Zendesk has a separate product, Zendesk Sell, for sales. The Zendesk support platform focuses squarely on service, not sales.
7. Knowledge Base & Self-Service
- The Zendesk help center is very strong. It lets you create high-quality center articles for customers to help themselves. It also includes community forums.
- Zoho Desk also offers a help center. It is often fully customizable with a multi-brand focus, which is a great feature for many businesses.
8. Security
- Security zendesk is a core strength for the company. It offers robust features for handling sensitive information. It is trusted by many large companies.
- Zoho also takes security seriously. Both platforms offer standard security and compliance features needed for today’s businesses.
9. Assistance multilingue
- Zendesk offers strong multilingual support. This is key for businesses that serve many customers across different regions and need to handle multiple languages.
- Zoho Desk also has support for multiple languages in its help center and agent interface.
Que rechercher lors du choix d’un logiciel CRM ?
Choosing the right platform is a game changer for your active social media presence.
Here are the standout features and considerations to help you make the best choice, ensuring you get a great solution for your business:
- Multiple Accounts and Platforms:
- Do you need to manage multiple social media accounts easily?
- Can the social media management tool handle all your main social media platforms (Facebook, Twitter, etc.) from one platform?
- Scheduling and Publishing:
- Does it offer robust scheduling and powerful scheduling features?
- Can you schedule posts for optimal times and view the publishing queue easily?
- Content Creation and Workflow:
- Is it easy to draft a post ready with the best pictures and then immédiatement publish posts?
- Are there options for saved drafts and team collaboration on posts?
- Monitoring and Engagement:
- Does the social media manager have the ability to monitor mentions and monitor hashtags on a daily basis?
- Can you quickly respond to customer conversations to boost engagement?
- Analyse et reporting :
- Can you easily track performance and key metrics for your social media campaigns?
- Does it generate custom reports and pre-built reports to show your marketing ROI and trends?
- Mobile Access and Usability:
- Is the user interface a clean design and easy to use?
- Can you manage your social channels effectively on the move using a dedicated app like the Zoho Social mobile app?
- Ecosystem and Integration (Zoho Specific):
- How well does Zoho Social offers integration with the rest of the Zoho ecosystem?
- Can the platform help you capture new leads and sync with your CRM effectively?
Verdict final
After a close comparison, we lean towards Zendesk for dedicated customer service software.
If your main focus is top-notch customer experience, Zendesk offers a powerful platform.
While Zoho CRM is great for sales, Zendesk support shines for help desks.
If customer satisfaction is your priority and you need robust reporting features, Zendesk is a solid choice.
When Zoho Desk and Zendesk are compared to Zendesk, it becomes clear that they are the best customer service solutions.
Zoho Desk is a good option if you are looking for a free plan or a lower monthly price per user than Zoho.
But in the long run, Zendesk provides a better experience. We recommend Zendesk for its focused strength.
En savoir plus sur Zoho CRM
Voici une comparaison concise de Zoho CRM avec ses alternatives :
- Zoho CRM contre Pipedrive: Zoho CRM est riche en fonctionnalités et abordable ; Pipedrive fournit un pipeline de vente plus simple et visuel.
- Zoho CRM contre Keap: Zoho CRM est un CRM holistique ; Keap excelle dans l'automatisation intégrée des ventes et du marketing.
- Zoho contre GoHighLevelZoho CRM est un CRM très flexible et riche en fonctionnalités. Idéal pour les entreprises de toutes tailles, il offre une personnalisation poussée et des rapports commerciaux performants. GoHighLevel est une plateforme tout-en-un principalement destinée aux agences marketing.
- Zoho CRM contre ActiveCampaign: Zoho CRM fournit un CRM complet ; ActiveCampaign est leader dans l'automatisation avancée du marketing.
- Zoho CRM contre HubSpot: Zoho CRM est rentable et offre diverses fonctionnalités ; HubSpot est convivial et offre une plateforme étendue, mais il peut être plus cher.
- Zoho CRM contre ClickFunnels: Zoho CRM est une suite complète de gestion d'entreprise ; ClickFunnels se concentre sur la création d'entonnoirs de vente optimisés pour la conversion.
- Zoho CRM contre Folk: Zoho CRM est un CRM large et personnalisable ; Folk est un outil de gestion des contacts plus simple et collaboratif.
- Zoho CRM contre Instantly: Zoho CRM fournit un CRM à cycle complet ; Instantly se spécialise dans sensibilisation par courrier électronique à froid à l'échelle.
- Zoho CRM contre ClickUp: Zoho CRM est une solution CRM dédiée ; ClickUp est avant tout une plateforme de gestion de projet polyvalente.
- Zoho CRM contre Monday CRM: Zoho CRM offre des fonctionnalités CRM approfondies ; Monday CRM met l'accent sur les flux de travail visuels au sein d'un système d'exploitation de travail plus large.
- Zoho CRM contre Capsule CRM: Zoho CRM est complet et personnalisable ; Capsule CRM est connu pour sa simplicité et sa facilité d'utilisation.
- Zoho CRM contre Insightly: Zoho CRM fournit des fonctions CRM complètes ; Insightly combine CRM et gestion de projet.
- Comparaison entre Zoho CRM et Freshsales CRM: Zoho CRM offre une automatisation et une personnalisation robustes ; Freshsales CRM dispose d'un pipeline de vente intuitif.
- Zoho CRM contre Salesforce: Zoho CRM est une alternative abordable et riche en fonctionnalités ; Salesforce est une solution d'entreprise hautement personnalisable et leader du marché.
The platform’s AI-driven fingerprinting and CAPTCHA bypass ensure a high success rate on even the toughest sites.
Enterprise-Grade Security:
- Zendesk vs Pipedrive: Zendesk excelle dans le service et l'assistance à la clientèle, tandis que Pipedrive est un CRM axé sur les ventes avec une gestion visuelle du pipeline.
- Zendesk vs Gohighlevel: GoHighLevel helps marketing groups and small business owners. It’s a full sales tool. It helps your own business grow. Zendesk is mostly a customer help tool. It helps your support team handle customer questions.
- Zendesk vs Keap: Frase против Elicit: какой оптимизатор контента лучший в 2025 году?
- Zendesk vs ActiveCampaign: Frase против Cowriter: какой инструмент для написания текстов на основе ИИ станет лучшим в 2025 году?
- Zendesk vs HubSpot: Zendesk provides strong customer service and support ticketing, whereas HubSpot is a comprehensive suite that encompasses sales, marketing, and service hub features.
- Zendesk vs Clickfunnels: Zendesk est une solution de service à la clientèle avec billetterie et chat en direct ; ClickFunnels est un générateur d'entonnoir de vente pour créer des pages d'atterrissage et automatiser les ventes.
- Zendesk vs Folk: Zendesk offre un support client puissant pour diverses interactions ; Folk met l'accent sur l'organisation collaborative des contacts et la gestion rationalisée des relations.
- Zendesk vs Instantly: Zendesk se concentre sur l'assistance à la clientèle et la gestion des tickets ; Instantly se spécialise dans les campagnes automatisées d'envoi d'e-mails froids et la génération de leads.
- Zendesk vs ClickUp: Zendesk is a customer support system, while ClickUp is a versatile work management platform that can function as a CRM, project management tool, and task tracker.
- Zendesk vs Monday CRM: Zendesk est une plateforme de service à la clientèle avec billetterie ; Monday CRM est un outil de gestion de flux de travail hautement visuel et personnalisable avec des capacités de CRM.
- Zendesk vs Capsule CRM: Zendesk fournit un support client et une billetterie robustes ; Capsule CRM est un système simplifié de gestion des contacts et de suivi des ventes.
- Zendesk vs Insightly: Zendesk se concentre sur le support client et les tickets de service ; Insightly est un CRM plus complet avec de solides fonctionnalités de pipeline de vente et de gestion de projet.
- Zendesk vs Freshsales: Zendesk met l'accent sur de solides solutions d'assistance à la clientèle, tandis que Freshsales CRM est conçu pour l'automatisation des ventes, le suivi des affaires et la gestion des prospects.
- Zendesk vs Salesforce : Zendesk offers a specialized customer service platform; Salesforce is an extensive enterprise-level CRM with broad sales, marketing, and service clouds.
Questions fréquemment posées
Can I customize either Zendesk or Zoho CRM to fit my specific business needs?
Yes, both platforms offer customization. Zoho CRM provides extensive options for custom fields and workflows. Zendesk, while designed to be user-friendly, also provides customization for support-specific needs.
Which platform is better for handling multiple support channels in one place?
Zendesk excels at integrating multiple support channels into one place. It seamlessly integrates email, chat, réseaux sociaux, and phone support. If managing diverse channels in one place is crucial, Zendesk is a strong choice.
Which platform is more suitable for a growing business needing a scalable customer service solution?
Zendesk is a strong, scalable customer service solution. It offers various pricing tiers to accommodate growth, and its robust features and integrations help you optimize your support operations as you expand.
Does Zoho CRM or Zendesk offer web forms for capturing customer data?
Both platforms offer web forms. Zendesk uses them for support tickets, while Zoho CRM uses them for lead capture and data collection. Both help you make it easier for customers to engage with your business.
Which platform has more features that help improve customer satisfaction?
Zendesk has more features that help improve customer satisfaction. It is built for customer support, and its strong ticketing, knowledge base, and live chat are designed to boost customer experience.
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