What Is The Difference Between Zendesk CRM Vs Salesforce CRM

Excerpt: For large enterprises that require cutting-edge features and integrations, Zendesk and Salesforce are both suitable options. However, there is a lot more difference between the two aspects. Any firm that wants to build a market presence and boost sales must now include customer relationship management as a core component. Developing spirited relationships with clients ensures their brand loyalty and promotes the expansion of enterprises. Currently, businesses can select from a wide variety of CRM platforms on the market. Of those, Zendesk and Salesforce are the two most widely used choices.

Table of contents: 

  • What is Salesforce?
  • What is zendesk?
  • areas where zendesk and Salesforce differ
  • conclusion


Located in the United States, Salesforce is a provider of software as a service (SaaS), a type of cloud computing. It is a world pioneer in creating CRM solutions that assist businesses in automating vital business procedures, including sales, marketing, customer support, and many more. In the year 1999, Halsey Minor, Marc Benioff, and Parker Harris established Salesforce. Salesforce has established itself as a reliable platform over the years by introducing numerous ground-breaking advancements in the CRM industry.

Salesforce CRM is used by several worldwide giants, including Toyota, American Express, Spotify, Loreal, Canon, and NBC Universal, to suit their business needs. Additionally, the business has incorporated machine learning and artificial intelligence technology with its CRM platform to deliver powerful predictive analytics tools that aid sales people in better understanding the target market, resulting in improved sales. Additionally, the business offers a variety of specialty CRM systems for a number of sectors, including banking, manufacturing, retail, healthcare, tourism, and education.

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A software startup called Zendesk focuses in creating cloud-based customer service solutions to aid businesses in raising the standard of their customer care. Additionally, the company offers sales automation support solutions that help organisations communicate with target markets in a way that will enhance conversion rates and revenue creation.Alexander Aghassipour, Mikkel Asger Svane, and Morten Primdahl started Zendesk in Denmark in 2007. The company’s main office is now in San Francisco. Because of its potent CRM system, which is employed by numerous companies around the world, including Accent Group, Allbeauty.com, Automattic, Browser Stack, Aurora, MTV Artists, and many more, the company has been increasing prominence over time.


  1. Type of Users

Zendesk: A scalable platform designed to satisfy the demands of companies with a high ticket volume is Zendesk. So, whether you run a major corporation or a medium-sized firm, Zendesk demands your attention.

Nowadays, Zendesk offers a wide range of integration possibilities in light of the fact that every modern firm uses various business tools. You can combine Zendesk with other company tools, such as Shopify, Trello, Aircall, and more, to improve the user experience for both customers and employees.

However, the technology doesn’t adequately meet the needs of small firms when you consider Zendesk’s costly pricing and complex features. Having said that, it can be a smart choice for huge businesses with a worldwide presence and sizable customer service staff.

Salesforce: Even Salesforce Service Cloud is intended for medium to large businesses, just like Zendesk. If you want to develop a 360-degree profile of each customer for both sales and service, the tool can be quite useful.

With its years of experience creating effective CRM systems, Salesforce has made it possible for businesses to develop stronger customer relationships. You can keep track of all client profiles and interactions in one location when you integrate Service Cloud with the sales and marketing platform Salesforce.

Additionally, if your field service crew is large, this tool can accommodate your needs.

  1. User Interface

Zendesk Interface: Despite not having the most appealing interface on the market, Zendesk’s nonetheless has a very tidy appearance. Simple ticketing information is easily accessible as soon as you log in.

You will find Zendesk’s filtering tools to be quite helpful if you run a large business with a lot of support tickets. At the bottom of a given ticket, agents can even access private notes (internal dialogues among agents).

This programme won’t leave you in the least bit disappointed if you’re looking for personalization options. For example, you may add widgets, change the background colour, and get real-time notifications for all ticket updates to improve the look and feel of your dashboard.

Salesforce Interface: Although the user interface appears antiquated and dull, your agents won’t have any trouble locating the necessary data. You may open client cases (help requests) on several tabs with ease, and the left panel contains all crucial customer information such as the customer’s name, email address, account name, contact information, etc. Even the Priority, Status, Case Reason, and Case Number of a case are visible from the top.

  1. Ticket Management

Zendesk: To improve agent efficiency and customer happiness, Zendesk has an integrated automated ticketing system. Customers can communicate their issues via chat or email, and AI-powered bots can read the language and provide pertinent support articles before a human agent is even required to continue the conversation.

Requests and complaints from customers are automatically turned into tickets. Agents can categorise, tag, and allocate these support requests to the appropriate team members because they are all in one location.

To ensure that your staff is prepared to handle any issues, Zendesk even lets you construct macros, often known as scripted responses.

Salesforce Interface: Salesforce makes it simpler for your team to respond to support tickets fast by ensuring that your teams can locate, monitor, and resolve problems using tried-and-true workflows. Additionally, by integrating chatbots into messaging platforms like WhatsApp and others, you may move beyond manual chores.

With the help of this solution, you may proactively respond to client issues before the customers are even aware of them. Before problems affect the entire firm, you can integrate with other systems to find solutions.

Slack can even be used to link your internal team members with outside expertise. This enables agents to work together on complicated tickets and solve problems more quickly. By sending out automated ticket updates, you may even keep your clients informed about their situations.

  1. Live Chat

Zendesk: You may communicate with your customers in real-time using Zendesk chat. In addition to reactive help, you can increase online sales and boost customer experience by proactively engaging your consumers with automated triggers. You need not worry whether you have ten or a thousand customers. The comprehensive live chat capabilities offered by Zendesk, including departments, operational hours, and conversation routing, greatly simplify operations.

Your consumers can contact you quickly whether they do it through a laptop, a mobile device, or an app. Customers can rate their experiences in real-time, which will help agents perform better.

Salesforce: You can communicate with your audience through a variety of platforms, including live chat, with the help of Salesforce Service Cloud. Where your clients need you the most, you can rapidly implement a live chat window and other message channels.

You can start a real-time dialogue based on how visitors are using or viewing your website. With the aid of potent chatbots, you may provide multilingual support via chat and advance it to the next level.

Agents may acquire context, share chat responses more quickly using predefined templates or canned responses, and view the entire customer profile in real-time. Your company can use Live Chat in addition to other well-known messaging services like SMS, WhatsApp, and Facebook Messenger.

  1. Knowledge Base

Zendesk: One company that firmly supports customer empowerment and self-service is Zendesk. You may arrange corporate information and enable clients to instantly discover all the assistance they require.

The best thing is that you can give agents autonomy to publish, edit, and update material as they see fit. Agents may help thousands of other customers by turning their ticket responses into knowledge base articles.

You can lower ticket volume and support expenses with Zendesk’s self-service features. This enables your customer service representatives to concentrate on pressing problems and provide consumers with more helpful support.

Salesforce: With the help of the Salesforce knowledge base, you can provide your clients with the tutorials, guides, and help articles they require. Salesforce beats out Zendesk in a head-to-head comparison. For instance, you can utilise analytics to quickly discover which articles are working well and to determine which new how-to guides or instructional videos your team needs to produce. Even better, you may integrate your knowledge library into your agent workspace so they can share the most pertinent how-to guides for various client requests or problems. Agents can quickly share these content across a variety of communication channels with just one click.


Since each platform has its own individual characteristics, there can be no obvious winner in this comparison. Businesses who want to combine customer assistance with sales and marketing operations should find Salesforce to be more beneficial. However, businesses who are solely focused on enhancing customer service and customer experience can consider Zendesk as a superior solution to meet their needs. Companies must order their needs in order of importance before selecting the best option.

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