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At a Glance
Market Segments
Mid-Market (42.6% of reviews)
Mid-Market (59.9% of reviews)
Entry-Level Pricing
Starting at $25.00 1 User Per Month
No pricing available
Salesforce Service Cloud
Star Rating
(7,164)4.4 out of 5
Market Segments
Mid-Market (42.6% of reviews)
Pros & Cons
Entry-Level Pricing
Starting at $25.00 1 User Per Month
Free Trial is available
Browse all 5 pricing plansZendesk Contact Center
Star Rating
(273)4.6 out of 5
Market Segments
Mid-Market (59.9% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Zendesk Contact CenterSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Zendesk Contact Center excels in ease of use, scoring 9.2 compared to Salesforce Service Cloud's 8.4. Reviewers mention that the intuitive interface and streamlined navigation make it easier for agents to manage customer interactions effectively.
- Reviewers mention that Zendesk Contact Center offers superior quality of support, with a score of 9.5 versus Salesforce Service Cloud's 8.3. Users appreciate the responsive customer service and extensive knowledge base that Zendesk provides, making it easier to resolve issues quickly.
- G2 users highlight that Zendesk Contact Center has a more robust web chat feature, scoring 9.0 compared to Salesforce Service Cloud's 7.9. Reviewers say that the chat functionality is seamless and integrates well with other communication channels, enhancing customer engagement.
- Users on G2 report that Salesforce Service Cloud shines in database management, scoring 8.8, while Zendesk Contact Center scores 7.9. Reviewers mention that Salesforce's advanced data organization and reporting capabilities allow for better customer insights and analytics.
- Reviewers mention that Zendesk Contact Center has a more effective AI text generation feature, scoring 8.9 compared to Salesforce Service Cloud's 7.7. Users say that the AI capabilities in Zendesk help automate responses and improve efficiency in handling customer inquiries.
- Users report that Salesforce Service Cloud has a strong performance and reliability score of 8.9, while Zendesk Contact Center scores 8.4. Reviewers mention that Salesforce's infrastructure supports high availability and consistent performance, which is crucial for businesses with high customer interaction volumes.
Pricing
Entry-Level Pricing
Salesforce Service Cloud
Starter Suite
Starting at $25.00
1 User Per Month
The simple CRM suite for marketing, sales, service, and commerce.
- Case Management
- Knowledge Management
- Salesforce Mobile App
Zendesk Contact Center
No pricing availableFree Trial
Salesforce Service Cloud
Free Trial is available
Zendesk Contact Center
Free Trial is available
Ratings
Meets Requirements
8.6
2,752
9.0
208
Ease of Use
8.4
5,327
9.2
209
Ease of Setup
7.9
4,086
9.0
112
Ease of Admin
8.2
1,524
9.1
101
Quality of Support
8.3
2,533
9.4
198
Has the product been a good partner in doing business?
8.7
1,505
9.3
97
Product Direction (% positive)
8.2
2,713
8.9
188
Features by Category
Ticket and Case Management
8.5
1200
|
Verified
Not enough data
8.4
1198
|
Verified
Not enough data
8.3
1226
|
Verified
Not enough data
8.3
1150
|
Verified
Not enough data
8.1
976
Not enough data
7.9
1164
|
Verified
Not enough data
8.3
1146
|
Verified
Not enough data
8.5
1023
|
Verified
Not enough data
Generative AI
7.6
174
Not enough data
7.6
173
Not enough data
Agentic AI - Help Desk
8.0
50
Not enough data
8.2
51
Not enough data
8.1
51
Not enough data
Communication Channels
8.4
1017
|
Verified
Not enough data
8.6
1200
|
Verified
Not enough data
8.1
841
Not enough data
8.0
801
|
Verified
Not enough data
8.0
761
Not enough data
Platform
7.8
552
|
Verified
Not enough data
8.3
816
|
Verified
Not enough data
8.6
691
|
Verified
Not enough data
8.3
608
|
Verified
Not enough data
8.2
1143
|
Verified
Not enough data
8.2
1162
|
Verified
Not enough data
Customer Information
8.1
206
Not enough data
8.3
205
Not enough data
8.4
203
Not enough data
7.7
201
Not enough data
7.9
204
Not enough data
8.1
200
Not enough data
7.8
204
Not enough data
Predictions
7.3
197
Not enough data
7.7
198
Not enough data
8.2
196
Not enough data
7.4
194
Not enough data
Platform
8.5
204
Not enough data
8.3
203
Not enough data
8.4
200
Not enough data
8.5
200
Not enough data
8.2
201
Not enough data
8.7
197
Not enough data
8.8
201
Not enough data
9.0
198
Not enough data
8.8
196
Not enough data
8.9
197
Not enough data
Generative AI
7.3
169
Not enough data
7.3
167
Not enough data
Agentic AI - Customer Success
8.6
12
Not enough data
8.5
12
Not enough data
8.9
12
Not enough data
9.2
12
Not enough data
8.6
12
Not enough data
Messenger
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Channels
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Customers
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Conversational Marketing
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Dialing Options
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agent Tools
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Automation
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Agentic AI - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
AI Capabilities - Auto Dialer
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administration
8.8
227
7.9
20
8.7
226
7.5
19
8.6
223
8.1
19
Knowledge Management
8.7
218
8.2
28
8.5
210
8.3
23
8.4
208
6.9
24
Compliance
8.7
226
8.1
17
8.7
223
8.1
16
8.6
223
8.4
16
8.6
220
8.3
15
Customer Support
8.1
209
7.9
21
8.1
202
7.7
21
8.0
191
8.3
15
Data Security
8.6
215
8.4
17
8.7
216
8.1
18
9.0
217
8.7
17
9.1
217
8.3
20
Administration
8.6
207
8.2
19
8.8
209
7.7
24
8.9
212
8.4
23
Generative AI
7.5
147
Not enough data
Channels
8.5
119
Not enough data
8.3
117
Not enough data
7.5
116
Not enough data
Design
8.4
113
Not enough data
7.9
114
Not enough data
8.2
116
Not enough data
8.4
116
Not enough data
8.5
113
Not enough data
Generative AI
7.4
110
Not enough data
7.5
109
Not enough data
Usability
8.6
203
Not enough data
8.6
206
Not enough data
8.7
204
Not enough data
Reporting
8.7
203
Not enough data
8.3
197
Not enough data
8.6
200
Not enough data
Generative AI
7.6
178
Not enough data
7.6
179
Not enough data
Quality Assurance
8.7
68
9.7
126
8.7
65
9.2
119
8.7
67
9.1
122
Engagement
8.8
66
9.5
124
8.8
66
9.2
123
8.7
66
8.8
108
Performance
8.6
66
9.4
113
8.8
66
9.8
85
Generative AI
7.7
57
8.9
24
7.9
58
9.1
24
Channels
7.4
274
8.8
7
7.3
268
8.8
7
7.9
272
8.6
6
7.3
265
8.1
6
8.7
279
8.9
11
Generative AI
7.0
216
Not enough data
Functions
7.9
268
8.1
6
8.0
265
8.3
6
7.6
257
7.8
6
7.2
253
8.0
5
7.2
255
7.3
5
7.2
258
8.3
6
7.7
258
7.9
7
8.0
257
8.3
6
Agentic AI - Contact Center
9.0
5
Not enough data
9.3
5
Not enough data
8.3
5
Not enough data
9.0
5
Not enough data
Administrative
7.9
254
8.1
7
8.5
259
9.1
9
8.5
257
8.8
12
7.7
246
8.1
7
7.6
251
8.8
7
Compliance
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Management
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Integration
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Workforce Management
7.9
56
Not enough data
7.9
56
Not enough data
7.4
55
Not enough data
7.8
55
Not enough data
7.6
55
Not enough data
Administration
8.2
56
Not enough data
8.3
55
Not enough data
8.4
55
Not enough data
7.6
54
Not enough data
7.7
54
Not enough data
Conversational Platform
8.5
100
Not enough data
8.6
99
Not enough data
8.0
98
Not enough data
8.2
101
Not enough data
Support Automation
8.1
99
Not enough data
8.1
98
Not enough data
8.0
99
Not enough data
7.9
96
Not enough data
Generative AI
7.4
94
Not enough data
7.4
93
Not enough data
Platform
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Generative AI
Not enough data
Not enough data
Workforce Management
Not enough data
Not enough data
Not enough data
Not enough data
Call Center Infrastructure (CCI)
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Administrative
Not enough data
Not enough data
Not enough data
Not enough data
Customer Support
8.3
141
Not enough data
7.9
136
Not enough data
8.2
136
Not enough data
Automation
8.2
139
Not enough data
8.2
140
Not enough data
8.1
139
Not enough data
Artificial Intelligence
7.6
134
Not enough data
7.6
134
Not enough data
7.3
131
Not enough data
Generative AI
7.7
107
Not enough data
7.7
106
Not enough data
7.7
107
Not enough data
Communication
8.5
309
|
Verified
Not enough data
8.6
328
|
Verified
Not enough data
8.4
274
|
Verified
Not enough data
8.5
276
|
Verified
Not enough data
7.8
159
Not enough data
Internal Use
8.3
816
|
Verified
Not enough data
8.3
295
|
Verified
Not enough data
8.5
287
|
Verified
Not enough data
8.4
317
|
Verified
Not enough data
8.5
288
|
Verified
Not enough data
8.7
321
|
Verified
Not enough data
Generative AI
7.2
126
Not enough data
Self-Service Experience
8.6
591
Not enough data
8.3
578
Not enough data
8.3
527
Not enough data
7.9
213
Not enough data
8.4
223
Not enough data
Self-Service Platform
8.4
222
Not enough data
8.6
227
Not enough data
7.6
198
Not enough data
8.5
214
Not enough data
Agentic AI - Customer Self-Service
8.3
6
Not enough data
8.3
6
Not enough data
8.3
6
Not enough data
8.6
6
Not enough data
8.3
6
Not enough data
8.9
6
Not enough data
8.6
6
Not enough data
Generative AI
7.9(won by default)
52
Not enough data
7.9(won by default)
52
Not enough data
Process
8.6(won by default)
242
Not enough data
8.6(won by default)
262
Not enough data
8.3(won by default)
223
Not enough data
Channels
8.8(won by default)
271
Not enough data
8.4(won by default)
246
Not enough data
8.5(won by default)
229
Not enough data
8.6(won by default)
230
Not enough data
8.6(won by default)
212
Not enough data
Insight
8.6(won by default)
228
Not enough data
8.8(won by default)
263
Not enough data
8.5(won by default)
202
Not enough data
8.7(won by default)
250
Not enough data
Generative AI
Not enough data
Not enough data
Generative AI
8.0
79
Not enough data
7.9
80
Not enough data
Generative AI
Feature Not Available
Not enough data
Feature Not Available
Not enough data
Survey Management
8.7
30
Not enough data
8.3
30
Not enough data
8.6
30
Not enough data
8.7
30
Not enough data
Process Management
8.3
30
Not enough data
8.4
29
Not enough data
8.8
30
Not enough data
8.6
29
Not enough data
System Management
9.1
30
Not enough data
8.7
29
Not enough data
Voice Recognition - AI Voice Assistants
Not enough data
Not enough data
Speech Synthesis - AI Voice Assistants
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Security and privacy - AI Voice Assistants
Not enough data
Not enough data
Compatibility - AI Voice Assistants
Not enough data
Not enough data
Agentic AI - Outbound Call Tracking
Not enough data
Not enough data
Not enough data
Not enough data
Calling
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Contacts
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Insights
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Salesforce Service Cloud and Zendesk Contact Center are categorized as Contact Center Quality Assurance, Contact Center Knowledge Base, Contact Center Workforce, and Contact Center
Unique Categories
Salesforce Service Cloud is categorized as Customer Service Automation, Digital Customer Service Platforms, Conversational Support, Complaint Management, Customer Communications Management, Social Customer Service, Customer Success, Live Chat, Help Desk, Enterprise Feedback Management, and Customer Self-Service
Zendesk Contact Center is categorized as AI Voice Assistants, Auto Dialer, Call Center Infrastructure (CCI), Call Compliance, Conversational Marketing, Outbound Call Tracking, and Speech Analytics
Reviews
Reviewers' Company Size
Salesforce Service Cloud
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk Contact Center
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
11.2%
Computer Software
9.2%
Financial Services
7.7%
Manufacturing
4.4%
Non-Profit Organization Management
3.9%
Other
63.8%
Computer Software
16.8%
Information Technology and Services
13.4%
Consumer Services
9.2%
Financial Services
5.7%
Computer Games
3.8%
Other
51.1%
Alternatives
Discussions
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1 Comment
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1 Comment
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Official Response from Local Measure Engage
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