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!
Tinjau
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.
Want a simple yet powerful CRM to organize your customer relationships? You can experience it risk-free!
Harga: It has a free trial. The premium plan starts at $14/month.
Fitur Kunci:
- Manajemen Kontak
- Sales Force Automation
- Analytics & Reporting
Siap melihat apakah Zendesk cocok denganmu? Periksa ulasan Zendesk kita yang dalam!
Harga: Ini memiliki pengadilan gratis. Rencana premium dimulai dari $19 / bulan.
Fitur Kunci:
- Dukungan Omnichannel
- Robot bertenaga
- Analisis tingkat lanjut
What is Zoho CRM?
Zoho CRM focuses on sales and leads.
It helps you manage customers. It’s built to grow your bisnis.
Juga, mengeksplorasi favorit kita Zoho CRM alternatives…
Our Take
Elevate your media sosial strategy with Zoho Social. From smart scheduling and social listening to in-depth analytics, Discover the power of Zoho Social today!
Manfaat Kunci
- Customization is king: Tailor Zoho CRM to fit your exact workflow.
- Affordable for everyone: Starts with a free plan for up to 3 users.
- Mobile app access: Manage your CRM on the go, anytime, anywhere.
- Built-in analytics: Track critical metrics and gain valuable insights.
Harga
- Standar: $14/user/month.
- Professional: $23/user/month.
- Perusahaan:$40 /user/month.
- Terakhir: $52/user/month.
Pro
Kons
Apa itu 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.
Juga, mengeksplorasi favorit kita Alternatif Zendesk…
Manfaat Kunci
Zendesk membantu Anda membuat pelanggan bahagia dan membantu tim Anda bekerja lebih baik.
- Membuat Pelanggan Bahagia: Bisnis menggunakan Zendesk melihat pelanggan mendapatkan 25% lebih bahagia. Itu & # 8217; s masalah besar!
- Semua pembicaraan di One Spot: Menangani semua pesan dari satu tempat. Tidak ada lagi melompat-lompat.
- Smart Help: Itu mudah bagimu. Hal ini memungkinkan tim Anda memperbaiki masalah yang lebih sulit.
- Panduan Bantuan Self: Anda dapat membuat halaman bantuan. Pelanggan dapat menemukan jawaban sendiri. Hal ini mengurangi pertanyaan sebesar 15%.
- Alat Pintar AI: Menggunakan bantuan komputer cerdas. Ini berarti lebih cepat dan lebih baik jawaban untuk pelanggan.
Harga
Semua rencana akan ditagih setiap tahun.
- Tim Dukungan: $19 / bulan.
- Tim Suite: $55 / bulan.
- Suite Profesional: $115 / bulan.
- Suite Enterprise: Bicaralah dengan Sales.
Pro
Kons
Perbandingan Fitur
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 voice, 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 downtime.
- Zoho CRM offers strong analytics built into its platform. It gives you a clear picture of sales and service data. It helps you buat smarter business decisions.
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 sales team. Features like lead management and sales otomasi 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. Multilingual Support
- 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.
Apa yang harus dicari saat memilih perangkat lunak 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 segera 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?
- Analytics and 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?
Keputusan Akhir
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.
More of Zoho CRM
Here’s a concise comparison of Zoho CRM with its alternatives:
- Zoho CRM vs Pipedrive: Zoho CRM is feature-rich and affordable; Pipedrive provides a simpler, visual sales pipeline.
- Zoho CRM vs Keap: Zoho CRM is a holistic CRM; Keap excels in integrated sales and marketing automation.
- Zoho vs GoHighLevel: Zoho CRM is a very flexible and feature-rich CRM. It’s great for businesses of all sizes, offering deep customization and robust reporting for sales. GoHighLevel is an all-in-one platform mainly for marketing agency businesses.
- Zoho CRM vs ActiveCampaign: Zoho CRM provides comprehensive CRM; ActiveCampaign leads in advanced marketing automation.
- Zoho CRM vs HubSpot: Zoho CRM is cost-effective and offers diverse features; HubSpot is user-friendly and offers an expansive platform, but it can be pricier.
- Zoho CRM vs ClickFunnels: Zoho CRM is a complete business management suite; ClickFunnels focuses on building conversion-optimized sales funnels.
- Zoho CRM vs Folk: Zoho CRM is a broad, customizable CRM; Folk is a simpler, collaborative contact management tool.
- Zoho CRM vs Instantly: Zoho CRM provides full-cycle CRM; Instantly specializes in jangkauan email dingin at scale.
- Zoho CRM vs ClickUp: Zoho CRM is a dedicated CRM solution; ClickUp is primarily a versatile project management platform.
- Zoho CRM vs Monday CRM: Zoho CRM offers deep CRM functionality; Monday CRM emphasizes visual workflows within a broader work OS.
- Zoho CRM vs Capsule CRM: Zoho CRM is extensive and customizable; Capsule CRM is known for its simplicity and ease of use.
- Zoho CRM vs Insightly: Zoho CRM provides comprehensive CRM functions; Insightly combines CRM with project management.
- Zoho CRM vs Freshsales CRM: Zoho CRM offers robust automation and customization; Freshsales CRM features an intuitive sales pipeline.
- Zoho CRM vs Salesforce: Zoho CRM is an affordable, feature-packed alternative; Salesforce is a highly customizable, market-leading enterprise solution.
Lebih dari Zendesk
Inilah perbandingan singkat dari Zendesk dengan solusi-solusi perangkat lunak ini:
- Zendesk vs Pipedrive: Zendesk unggul dalam pelayanan pelanggan dan dukungan komprehensif, sedangkan Pipedrive adalah sebuah CRM sentris dengan manajemen pipa visual.
- Zendesk vs Gohighlevel: GoHighLevel membantu grup pemasaran dan pemilik bisnis kecil. & # 8217; adalah alat penjualan lengkap. Ini membantu bisnis Anda sendiri tumbuh. Zendesk kebanyakan alat bantu pelanggan. Ini membantu tim dukungan Anda menangani pertanyaan pelanggan.
- Zendesk vs Keap: Zendesk mengkhususkan diri dalam dukungan pelanggan yang kuat dan tiket; Keap menawarkan penjualan yang luas dan otomasi pemasaran untuk bisnis kecil.
- Zendesk vs ActiveCampaign: Zendesk adalah platform dukungan pelanggan yang berdedikasi dengan ticketing; AktiveCampaign mengkhususkan diri dalam otomatisasi pemasaran email, memimpin pengasuhan, dan integrasi CRM.
- Zendesk & nbsp; vs HubSpot: Zendesk menyediakan layanan pelanggan yang kuat dan dukungan tiket, sedangkan HubSpot adalah suite komprehensif yang meliputi & nbsp; penjualan, pemasaran, dan fitur hub layanan.
- Zendesk vs Clickfunnels: Zendesk adalah solusi layanan pelanggan dengan tiket dan live chat; ClickFunnels adalah pembangun corong untuk menciptakan halaman pendaratan dan penjualan otomatis.
- Zendesk vs Folk: Zendesk menawarkan dukungan pelanggan yang kuat untuk berbagai interaksi; Folk menekankan organisasi kontak kolaboratif dan manajemen hubungan yang dipersingkat.
- Zendesk vs Instantly: Zendesk berfokus pada dukungan pelanggan dan manajemen tiket; Terdiri secara otomatis dalam kampanye email dingin otomatis dan generasi terdepan.
- Zendesk & nbsp; vs Clickup: Zendesk adalah sistem dukungan pelanggan, sementara & nbsp; Klik adalah platform manajemen kerja yang serbaguna yang dapat berfungsi sebagai alat CRM, manajemen proyek, dan pelacak tugas.
- Zendesk vs Monday CRM: Zendesk adalah platform layanan pelanggan dengan ticketing; Senin CRM adalah alat manajemen yang sangat visual dan dapat disesuaikan dengan kemampuan CRM.
- Zendesk vs Capsule CRM: Zendesk menyediakan dukungan pelanggan yang kuat dan ticketing; Capsule CRM adalah manajemen kontak sederhana dan sistem pelacakan penjualan.
- Zendesk vs Insightly: Zendesk berfokus pada dukungan pelanggan dan tiket layanan; Insightly adalah CRM yang lebih komprehensif dengan pipeline penjualan yang kuat dan fitur manajemen projek.
- Zendesk vs Freshsales: Zendesk menekankan solusi dukungan pelanggan yang kuat, sementara Freshsales CRM dirancang untuk penjualan otomatisasi, pelacakan kesepakatan, dan manajemen utama.
- Zendesk vs Salesforce: Zendesk menawarkan platform layanan pelanggan khusus; Saleforce adalah tingkat kerja yang luas CRM dengan penjualan yang luas, pemasaran, dan layanan awan.
Pertanyaan Yang Sering Muncul
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, media sosial, 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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