Most modern businesses use CRM tools to manage customer interactions and data efficiently. Aside from streamlining marketing efforts, CRM tools allow you to organize customer information in one central place and track sales leads. CRM software will enable you to personalize communication and marketing campaigns. Moreover, using CRM applications also lets you automate most of the repetitive tasks, improving collaboration and giving better value to customers. Overall, it enhances customer satisfaction and loyalty. And many have been deliberating on using Zendesk vs Zoho. So, which software is the best for customer relations?
What is Zendesk?
Zendesk is a customer service software platform that provides tools for businesses to manage customer support and engagement. It offers a range of products, including a ticketing system for handling customer inquiries, a knowledge base for self-service support, and live chat for real-time assistance.
Zendesk also integrates with various communication channels such as phone, social media, email, and messaging apps, allowing businesses to offer consistent support across different platforms. Its analytics and reporting features help companies measure performance and identify areas for improvement.
Zendesk’s user-friendly interface and scalability make it a popular choice for businesses of all sizes to enhance their customer support operations.
Zendesk Features and Benefits
Here are some of Zendesk’s features and benefits:
- Known for its customer service excellence: The company has an unparalleled focus on customer experience. Zendesk empowers customer service teams with robust tools to provide personalized experiences throughout customer journeys.
- Omnichannel solution: Zendesk’s omnichannel solution boosts your brand’s ROI. It can reduce your handling time and save costs from deflected tickets. The software also improves agent efficiency from its balanced staffing feature.
- 360 customer view: This Zendesk feature lets you consolidate data and integrations across business systems and technologies. It gives everyone in your team the necessary context to serve customers effectively.
- AI-powered technology: Zendesk uses AI and machine learning to create unforgettable customer and employee experiences. The company employs chatbots trained in natural language processing or NLP. Zendesk’s AI is trained to understand customer sentiment, language, and intent to provide continuous better experiences.
- Self-service tools: The brand also has multiple self-service tools that provide customers excellent and convenient on-demand support. These tools include AI-powered chatbots, customer portals, help center articles, and community forums.
- Deep operational and product insights: The platform includes pre-built dashboards for every channel, offering real-time access to valuable information. Zendesk’s point-and-click configuration allows you to customize reports, metrics, charts, filters, and dashboards for a tailored experience. Additionally, the software permits drilling into data for a deeper understanding of metrics and supports storing user profile attributes for personalized customer interactions.
Zendesk Pricing:
Zendesk offers pricing plans you can choose from two different categories:
Zendesk for service:
Zendesk for service plans is your complete messaging, ticketing, help center, voice, and AI solution.
You can purchase add-ons if you wish.
Zendesk for sales:
What is Zoho?
Zoho provides everything from CRM and project management to finance, marketing, and HR solutions, all within an integrated ecosystem. The platform’s diverse offerings cater to businesses of all sizes, allowing them to manage their day-to-day activities and collaborate seamlessly.
One of Zoho’s key strengths is its focus on providing a holistic approach to business management. By offering a unified experience across its applications, Zoho enables businesses to efficiently handle different functions, such as customer support, sales, and accounting, all within a single platform.
Zoho also emphasizes security and data protection, ensuring that customer information remains safe and confidential. Additionally, its extensive integration capabilities allow users to connect Zoho with other popular software tools, enhancing workflow efficiency and data synchronization.
Zoho Features and Benefits
Here is a list of Zoho’s features and benefits:
- Reliable Zoho CRM tool: Zoho CRM is the best tool for helping companies see rapid growth. Some case studies attest to how they increased their sales pipeline by up to 65 percent. Some also managed to reduce their lead-to-real-prospect time by 60 percent.
- Personalized implementation: Zoho’s robust CRM tool allows entrepreneurs and marketers to manage customer relations and marketing with ease. You can customize, upscale, and deploy without breaking a sweat. The interface offers a dedicated admin panel, high-end customization features, and a robust developer platform.
- Integration with over 800+ apps: You can use Zoho CRM with over 800+ to make your operations run smoothly. Find your favorite apps at the Zoho Marketplace.
- Rich analytics: One of Zoho’s strengths is running a hyper-managed operation. You can use Zoho’s powerful and advanced analytics tools to make agile, data-driven decisions. There are many things you can do with Zoho’s analytics tools, such as customizing dashboards, customizing reports, measuring real-time operations, using AI Zia for accurate predictions, etc.
- Multiple tools for sales and marketing: The company comprises a suite of sales and marketing tools that make it easy for marketers and entrepreneurs. Some are SalesIQ for sales, marketing and support teams, RouteIQ for optimization, Bigin for support tickets, sales deals, delivery, contracts, and more.
- Zoho Bookings: Zoho also lets you schedule team meetings and client sessions with Zoho Bookings. It’s an intuitive scheduler tool that enables you to schedule anything effortlessly.
- Zoho Forms and Sign: It’s also relatively easy to gather customer data with Zoho Forms, which helps you build convenient forms. Additionally, the Zoho Sign tool also allows a faster document turnaround time through digital signature solutions.
Zoho Pricing:
Zoho offers four straightforward plans that suit every budget:
- Standard ($14/user/month)
- Professional ($23/user/month)
- Enterprise ($40/user/month)
- Ultimate ($52/user/month)
Zendesk vs Zoho: Which CRM tool is best for your business?
Choosing the most suitable CRM software depends on your business’s needs and budget. Both CRM tools are reliable, with robust features and state-of-the-art AI-powered analytics. Zendesk and Zoho go neck and neck regarding automation, user-friendly interface, additional features, etc. However, Zendesk is best suited for businesses or agencies as plans are priced per agent per month. Moreover, Zendesk also comes with more expensive monthly plans than Zoho.
