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Compare Salesforce Service Cloud vs Zendesk For Service

Comparison Summary

This comparison report of Salesforce Service Cloud vs. Zendesk For Service is based on a specific set of business needs and context. The comparison uses 45045 Cuspera insights based on peer reviews, case studies, testimonials, and expert opinions across 50+ sources.

Introducing Salesforce Service Cloud and Zendesk For Service

Salesforce Service Cloud, Zendesk For Service, Freshservice, Zoho Desk, etc., belong to a category of solutions that help Help Desk. Different products excel in different areas, so the best platform for your business will depend on your specific needs and requirements.

Salesforce Service Cloud covers Helpdesk Management with Phone Calls, Customer Case Management, Engagement Management, Knowledge Management with User Generated Content, etc.

Zendesk For Service focuses on Helpdesk Management with Phone Calls, Engagement Management, Customer Feedback Management, Knowledge Management with User Generated Content, etc.

"There's a time in a customer's journey where they might run into an issue or a problem, and that is a defining moment where you can either rise to the occasion and help them or not. If you can address it, you raise the value in the mind of the custo...mer. " - Patrick Spence

"The Zendesk API is very solid, so it’s easy to work with. " - Cynthia Toral

Unsure which of these solutions is right for you? Our Cuspera AI engine can compare them based on your needs and specific to your industry and context. Get your personalized report today.


logo Salesforce Service Cloud

Focus area

Salesforce Service Cloud is better than Zendesk For Service for

Software Failure Risk

  • medium

logo Zendesk For Service

Focus area

Zendesk For Service is better than Salesforce Service Cloud for

Software Failure Risk

  • medium

About

Service Cloud: Customer Support & Call Centre Software

Customer service solution that’s easy to use and scales with your business

Age

1999

2007

Financials

IPO

IPO

Business Need

Total Processes
(we found evidences for)

109

132

Total Goals
(we found evidences for)

18

20

Top Processes

Evidences indicate better relative satisfaction



customer case management


engagement management

engaging and following up



knowledge management

creating knowledge base


communication management

tracking & monitoring communications

sending & publishing communications


contact list management

creating contact list


sales document management

contract management

proposal & quote management



customer feedback management

measuring customer satisfaction

measuring net promoter score


social media management

social media analytics

engaging on social media

scheduling post to social media

monitoring social media

managing social media account



campaign management

campaign monitoring

campaign analytics


training & onboarding


sales call management

call transcription


relationship management



generation of new leads



lifetime value management





account management


customise loyalty program

identify target customers


touchpoint management



rating and review management


products & pricelist management


business development



revenue cycle management





competitive intelligence


follower management


lead qualification

lead qualification: technographic


opportunity management


channel management


sales review & feedback




performance management


social media marketing


conference call management



conversion management




pipeline management


segmentation and targeting



international marketing






advocacy management






referral management


subscription management


motivation management


trade show marketing



create learning path


courses & assessment

create learning path


distribution management


attribution management



Top Goals

Goals Achieved

  • Enhance customer relationships

  • Acquire customers

  • Increase sales & revenue

  • Improve internal communications

  • Improve stakeholder relations

  • Improve ROI

  • Scale best practices

  • Improve brand engagement

  • Improve digital and social presence

  • Improve efficiency

  • Build brand awareness

  • Launch new products

  • Shorten ramp up time

  • Improve visibility

  • Enter new markets internationally or locally

  • Grow market share

  • Increase average basket value

  • Manage risk

  • See 15 more
  • Enhance customer relationships

  • Acquire customers

  • Improve internal communications

  • Increase sales & revenue

  • Scale best practices

  • Launch new products

  • Improve ROI

  • Enter new markets internationally or locally

  • Improve brand engagement

  • Improve digital and social presence

  • Establish thought leadership

  • Improve efficiency

  • Build brand awareness

  • Improve visibility

  • Improve stakeholder relations

  • Grow market share

  • Increase customer life time value

  • Shorten ramp up time

  • Improve consistency

  • Improve navigation

  • See 17 more

Top Channels

Channels Used

  • phone calls

  • e-mail

  • chat

  • user generated content

  • blogs

  • website

  • social media

  • offline

  • mobile

  • omnichannel

  • video

  • point of sale

  • text SMS

  • Slack

  • on premises

  • promotions

  • mobile app

  • Facebook

  • Twitter

  • newsletter

  • Whatsapp

  • games

  • channel partners

  • support groups

  • mass media

  • television

  • Facebook page

  • coupons

  • Instagram

  • trade shows

  • events

  • review sites

  • display advertisement

  • Amazon

  • LinkedIn

  • eBay

  • radio

  • print media

  • magazine

  • movies

  • Netflix

  • causes and charity

  • See 39 more
  • phone calls

  • e-mail

  • chat

  • user generated content

  • blogs

  • website

  • social media

  • offline

  • mobile

  • omnichannel

  • video

  • point of sale

  • text SMS

  • Slack

  • on premises

  • promotions

  • mobile app

  • Facebook

  • Twitter

  • newsletter

  • Whatsapp

  • games

  • channel partners

  • support groups

  • mass media

  • television

  • Facebook page

  • coupons

  • Instagram

  • trade shows

  • events

  • review sites

  • display advertisement

  • Amazon

  • LinkedIn

  • eBay

  • radio

  • print media

  • magazine

  • movies

  • Netflix

  • causes and charity

  • See 39 more

Failure Risk Guidance Security Report?

Low Medium High
Low Medium High

Compliance Risk

low

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low

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Security & Privacy Risk

medium

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medium

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Integration Risk

medium

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low

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Migration Risk

medium

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medium

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Business Setting