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Zendesk vs. Zoho

Choosing customer service software that isn't focused on CX comes with tradeoffs. Compare Zendesk and Zoho to see which solution comes out on top.

Zendesk vs. Zoho: A comprehensive guide

Dernière mise à jour January 22, 2024

Businesses often have one chance to meet customer service expectations. Our Zendesk Customer Experience Trends Report 2023 states that over 50 percent of customers will switch to a competitor after a single unsatisfactory interaction. With so much on the line, it’s crucial to have a customer service solution built exclusively for the customer experience.

Our guide takes a deep dive into Zendesk vs. Zoho, examining key features, pricing, customer stories, and frequently asked questions, so you can pick the software that empowers your support teams to deliver an exceptional customer experience. Will the results be a Zendesk winfest or a no-go on Zoho?

Here are three reasons to choose Zendesk over Zoho:

Why Zendesk?

Exclusively focused on CX

Customer service is our bread and butter. As a trusted market leader, we empower over 160,000+ businesses to deliver great CX. Zoho, on the other hand, supports a wide variety of use cases. While this "casting a wide net" approach can be appealing, it may not allow businesses looking to excel in providing a dynamic CX the opportunity to do so.

Proven scalability

Zendesk is the complete service solution you can count on both now and in the future. With Zendesk, you can meet the growing needs of your customers and your business. However, Zoho is missing critical capabilities to support more complex customer issues at scale.

Quality support

Zendesk creates partnerships with customers, empowering you with our thought leadership and a team of experts ready to help you improve your customer experience. Users report receiving poor support from Zoho, citing difficulty reaching agents and not receiving much guidance.

More in this guide:

At-a-glance comparison: Zendesk vs. Zoho

We created a table that makes it easy to compare the features and capabilities of Zoho and Zendesk.

What you need to deliver the best customer experience
Critical capabilities
Zendesk
Zoho

Vendor performance

Analyst rating

Leader

Visionary

Focus

Best of breed for customer experience

Sales, marketing, service, finance, IT, HR

High customer satisfaction at scale

Time to value and cost of ownership

Easy setup

Easy adoption

Low implementation cost

Low short-term TCO

Long-term value

Low long-term TCO

Unified omnichannel experience

Unified omnichannel status + workflows

Unified omnichannel customer experience

Unified omnichannel agent interface

Unified omnichannel analytics

Frictionless agent experience

Real-time agent workspace

Customizable agent workspace

Single browser tab agent experience

Actionable insights

Custom metrics

Custom reports

Custom dashboards

Dynamic reporting

Custom attribution

Custom correlation

Robust integrations

Highly rated integrations

Reliability

Customer proof points

Broad set of API endpoints

Only server side CTI app necessary

Self-service and knowledge base

Content blocks, Content Cues, Team Publishing to streamline content updates

Ability to schedule article publications

Intelligent self-service content gap identification

Sophisticated self-service content management + workflows

✘<c/enter>

AI

Advanced AI

Collaboration

Side conversations

Seamless integration with Slack

Live chat and messaging

Real-time chat

Continuous messaging

Powerful workflow / automation tools

Sophisticated automation + workflows (SLAs, OLAs)

Flexible assignment options (round robin vs. pull)

Intelligent triage


Zendesk vs. Zoho: Features comparison

Let’s take a deep dive into the key features needed to deliver an outstanding customer experience.


Pricing plans: Zoho Desk vs. Zendesk

Let’s take a look at the pricing tiers between Zendesk and Zoho Desk.

Zendesk vs. Zoho Desk: Pricing plans*

Zendesk Support
Zoho Desk

Pricing plans

  • Support Team: $19 per agent/month
  • Support Professional: $55 per agent/month
  • Support Enterprise: $115 per agent/month
  • Standard: $14 per user/month
  • Professional: $23 per user/month
  • Enterprise: $40 per user/month

ROI

High due to ongoing partnership

and best practices

Low due lack of support community, partnership, and switching costs


*All pricing plans billed annually

Beyond licensing costs, there’s so much more to consider when investing in customer service software. Let’s shine the light on hidden costs, ROI, and total ownership cost to see how Zoho and Zendesk really compare.


  • Low total cost of ownership (TCO)
    Zendesk sets up fast and works from day one, so you can start delivering great customer service without costly delays. Many software solutions, like Zoho, may have hidden costs for implementation, agent training, IT and maintenance, add-ons or upgrades, downtime for unreliable systems, or costs associated with switching to a better platform.
    Fast time to value and ease of use
    Zendesk is intuitive and easy to use, so agents can jump right in with minimal training. It comes with a robust set of out-of-the-box features, so you can flip the switch and go or build the platform of your dreams with our marketplace full of integrations. Plus, our software makes it easy to implement new solutions quickly without involving a dev team.
    On the other hand, Zoho customers report issues with implementation and usability. One review said that onboarding Zoho “was lengthy and troublesome,” with unhelpful support. Once implemented, Zoho was difficult to use with several functions not working well with each other. This led to a rip-and-replace scenario after only two months.
    High return on investment
    Zendesk is a mature software with proven reliability. That means minimized downtime and low implementation costs. Our software makes it easy for agents to do their jobs, reducing agent burnout and employee turnover. Zendesk also offers professional services that help create a seamless onboarding experience and support resources to help you maximize your investment.
    Many users, like this customer, aren’t seeing a return on their investment, both in time and money. The user explained that Zoho is too cumbersome and doesn’t deliver on its promises.
    Learn how Zendesk can increase your ROI with our ROI calculator.

Customer stories on using Zendesk vs. Zoho

Don’t just take our word for it. Here are a few stories from customers who had a choice and picked Zendesk.

Thinkific + Zendesk

Thinkific is an online education platform that makes it easy for entrepreneurs to build, market, monetize, and sell online courses and memberships. Focusing on CX, the business wanted to upgrade to a system with stronger reporting, reliability, functionality, and a better user interface.

They tried a few options, including Zoho Desk, before picking Zendesk.

Thinkific manager quote

Since switching to Zendesk, Thinkific has seen these results:

  • 96% ticket deflection
  • 91.7% customer satisfaction (CSAT)
  • 96% of tickets answered in under 8 hours

CoinJar + Zendesk

CoinJar provides a safe and secure place to buy, sell, and trade cryptocurrency and features an all-in-one crypto wallet app. When it expanded in the UK, Coinjar needed to upgrade its CRM to handle its growth.

CoinJar tried these CRMs before choosing Zendesk Sell:

  • Salesforce
  • Agile CRM
  • HubSpot
  • Pipedrive
  • Zoho CRM
  • Dynamics 365

Zendesk Sell helped CoinJar improve its visibility, productivity, and efficiency.

CoinJar manager quote

Since switching to Zendesk, CoinJar has seen these results:

  • 1.5+ hours of sales rep weekly time savings
  • 47 percent cost savings

PayNearby + Zendesk

Fintech startup PayNearby is India’s largest branchless banking network. When the company wanted to upgrade its customer support operations, it looked into the top customer service solutions on the market.

PayNearby tried Freshdesk and Zoho before choosing Zendesk. Because Zendesk has a proven track record of fast, easy, and successful installations around the world in multiple languages, it was an easy choice.

PayNearby manager quote

Since switching to Zendesk, PayNearby has seen these results:

  • 30% efficiency boost
  • Scaled to handle 12,000 tickets per month
  • 70% one-touch tickets

Frequently asked questions

Here are a few common FAQs that can help with any lingering questions.

What’s good about Zendesk?

TL;DR: Sources confirm Zendesk is the #1 customer service product.

Zendesk is an award-winning customer service software built specifically for CX. It’s flexible, adaptable, and easy to build on. It’s got the key features to help businesses of all sizes and industries boost efficiency, lower costs, and create exceptional employee and customer experiences.

Which is better: Zendesk or Zoho?

Zendesk is better because it’s the only vendor to check these four boxes:

  • Focuses exclusively on CX
  • Offers fast time to value and agility at an enterprise scale
  • Delivers a consistently high ROI
  • Achieves a low total cost of ownership

Checkmate.

Is Zendesk better than Zoho?

G2 ranked Zendesk #1 on its 2023 list of Best Software Products. Zoho is *checks list* all the way down at #7. If you need more proof, scroll up.

Ready to try Zendesk?

With Zendesk, you get a flexible platform that consistently delivers a low total cost of ownership and a fast ROI. Try the full version of Zendesk for a fortnight (that’s 14 days) and experience the riches that could be yours.

See how Zendesk can elevate your CX

Watch Zendesk in action.