We performed a comparison between Microsoft Dynamics 365 Customer Service and Zendesk based on real PeerSpot user reviews.
Find out in this report how the two CRM solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It is a stable product."
"There was a situation where we needed to integrate our system with other platforms quickly. Typically, this process would require using middleware or additional testing tools. However, integration was easy because we were using Microsoft Dynamics 365 Customer Service, which is a Microsoft product. It has built-in connectors that integrate with Microsoft systems, making the process much easier."
"Microsoft Dynamics 365 Customer Service's most valuable features are the ability to create meetups for customers and support daily business functions."
"Collaboration, pace of change, new features being rolled out, and support service are the valuable features of Microsoft Dynamics 365 Customer Service."
"The data is always available to the users regardless of location because of the tool's cloud-based nature. The solution is highly stable. I rate it a perfect ten. The product is highly scalable Microsoft Dynamics 365 Customer Service stands out due to its rich features, ease of deployment, and straightforward licensing structure."
"It has easy-to-use customization features."
"The insights are quite helpful."
"Microsoft Dynamics 365 Customer Service has valuable customization features."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"The feature to move over my customer experience team tickets for different specialists is very valuable for my team."
"It has good management, the ability to sign tickets based on content, the multi-channel support, the self service portal, the integration with Salesforce, the setup process, and the product features as we are currently using them."
"The product offers very good management. It has a great ability to assign tickets based on content."
"It's very convenient to use."
"Zendesk Support has a lot of good APIs."
"It is a scalable solution."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"The product is expensive. It keeps improving. Once you've invested a lot in it, switching to a different system is hard."
"The product could be serverless."
"The things that are needed are not available in the documentation."
"The platform’s UI could be better."
"They could improve the components to be more user-friendly. It needs to be more interactive for new users to operate."
"I didn't like the solution very much because its functionality is a bit typical and old-fashioned, and the entire system needs upgrading."
"The technical support should be dramatically improved."
"The solution could better integrate with other enterprise solutions."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
"Zendesk Guide could be improved by allowing us to put our assets in one location. What happens now for each article, for example, is we have to upload the images for that article to that location, so the image reuse is still not something that they have perfected. If they could allow us to update all the images in one location, and then pull the image from there, it would be easier when working on Multibrand projects. There are no Multibrand updates available—we have to update each brand manually. For my company, I have come up with an API tool which allows me to push the content to multiple brands together, but if you don't have something like that, you have to manually do it."
"They have something called Zendesk Explore, which isn't as good as what they had in place previously."
"Sometimes if there was a way to just flag the actual issue out of those email chains - that would be really helpful."
"The dashboard could be better."
"The support team is time-consuming, and they don't find the answer to our problem."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"Zendesk Guide's customization could be improved. I would like it to be easier and maybe open-sourced, so that if you have a developer in your company, you can do it yourself. Right now, that isn't allowed, so you need to have it done via the integrator. Another improvement—this is nit-picking—is that it could be less easy to make changes. Some things are so easy that they sometimes look a little amateur-ish. Most of the templates are built-in so they can be used directly, so they are very simple."
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Microsoft Dynamics 365 Customer Service is ranked 18th in CRM with 14 reviews while Zendesk is ranked 17th in CRM with 57 reviews. Microsoft Dynamics 365 Customer Service is rated 8.0, while Zendesk is rated 8.2. The top reviewer of Microsoft Dynamics 365 Customer Service writes "A stable solution that can be used for regular office communication, collaboration, and office documentation". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Microsoft Dynamics 365 Customer Service is most compared with , whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM. See our Microsoft Dynamics 365 Customer Service vs. Zendesk report.
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