# Sprinklr Service vs Zendesk for Customer Service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Zendesk for Customer Service excels in providing a centralized platform for managing support requests, which users find particularly beneficial for tracking issues and maintaining communication until resolution. This feature is highlighted as a significant time-saver, especially for organizations handling numerous client requests.
- **Users say** that Sprinklr Service offers robust analytics capabilities, allowing teams to measure the performance of their campaigns effectively. However, some reviewers feel that many features have remained static over the past year, indicating a potential need for innovation and updates to keep pace with evolving user needs.
- **According to verified reviews** , Zendesk's ticketing system is praised for its ease of use and beginner-friendly interface, making it accessible for new users. Reviewers appreciate the recent AI enhancements that suggest ticket summaries and improve routing, which further streamlines the support process.
- **Reviewers mention** that while Sprinklr Service provides a seamless experience for tracking and analyzing content, it may not be as intuitive as Zendesk for day-to-day operations. Users have noted that the learning curve can be steeper, which might affect overall user satisfaction.
- **G2 reviewers highlight** that Zendesk for Customer Service has a significantly higher overall satisfaction score compared to Sprinklr Service, reflecting its strong market presence and user trust. This is supported by a larger volume of recent reviews, indicating that users are actively engaging with the platform and sharing their positive experiences.
- **Users report** that while both platforms offer solid support features, Zendesk's quality of support is often rated higher, with users appreciating the responsive assistance they receive. In contrast, Sprinklr's support has received mixed feedback, suggesting that there may be room for improvement in this area.



| | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Star Rating** | 4.3 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 749 | 6,995 | 
| **Largest Market Segment** | Enterprise (42.4% of reviews) | Mid-Market (45.8% of reviews) | 
| **Entry Level Price** | $4,200.00 1 User Per Year | $19.00 1 user per month billed annually | 

---
## Top Pros & Cons

### Sprinklr Service

Pros:
- Ease of Use (81 reviews)
- Features (64 reviews)

Cons:
- Complexity (29 reviews)
- Learning Curve (27 reviews)

### Zendesk for Customer Service

Pros:
- Ease of Use (526 reviews)
- Features (395 reviews)

Cons:
- Missing Features (216 reviews)
- Limited Features (180 reviews)

---
## Ratings Comparison
| Rating | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
  | **Meets Requirements** | 8.5 (606 reviews) | 8.6 (5220 reviews) | 
  | **Ease of Use** | 8.3 (628 reviews) | 8.6 (5448 reviews) | 
  | **Ease of Setup** | 8.0 (465 reviews) | 8.0 (3349 reviews) | 
  | **Ease of Admin** | 8.1 (248 reviews) | 8.2 (3150 reviews) | 
  | **Quality of Support** | 8.1 (589 reviews) | 8.4 (5000 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.6 (249 reviews) | 8.4 (3073 reviews) | 
  | **Product Direction (% positive)** | 8.7 (611 reviews) | 8.0 (4869 reviews) | 

---
## Pricing

### Sprinklr Service

#### Entry-Level Pricing

Plan: Digital + Voice Package- Service 2

Price: $4,200.00 1 User Per Year

Description: Voice, live chat & messaging: 

Provide seamless 
experiences across 30+ digital channels and robust 
support on Voice. Use AI and automation to increase selfservice, improve agent productivity and boost customer 
satisfaction

Key Features:
- Live chat, SMS, Email
- Inbound/Outbound Voice
- Proactive Prompts

[Browse all 3 editions](https://www.g2.com/products/sprinklr-service/pricing)

#### Free Trial

Yes

### Zendesk for Customer Service

#### Entry-Level Pricing

Plan: Support Only (Team)

Price: $19.00 1 user per month billed annually

Description: Integrated customer support

Key Features:
- Email & social media 
- Web widget & mobile SDK
- Pre-defined business rules

[Browse all 5 editions](https://www.g2.com/products/zendesk-for-customer-service/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | 8.0/10 | 193 |
| **Zendesk for Customer Service** | 8.2/10 | 3763 |

#### Ticket and Case Management

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Ticket creation user experience** | 8.7 (70 reviews) ✓ Verified | 8.8 (2602 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.5 (72 reviews) ✓ Verified | 8.7 (2648 reviews) ✓ Verified | 
| **Workflow** | 8.6 (74 reviews) ✓ Verified | 8.5 (2595 reviews) ✓ Verified | 
| **Response Automation** | 7.9 (70 reviews) ✓ Verified | 8.4 (2403 reviews) ✓ Verified | 
| **SLA Management** | 8.1 (65 reviews) ✓ Verified | 8.2 (1941 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.3 (70 reviews) ✓ Verified | 8.4 (2413 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.4 (68 reviews) ✓ Verified | 8.6 (2429 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.2 (71 reviews) ✓ Verified | 8.3 (1877 reviews) ✓ Verified | 

#### Generative AI

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.4 (45 reviews) | 7.6 (391 reviews) | 
| **AI Text Summarization** | 7.0 (46 reviews) | 7.6 (388 reviews) | 

#### Agentic AI - Help Desk

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (18 reviews) | 7.8 (251 reviews) | 
| **Natural Language Interaction** | 6.9 (18 reviews) | 7.9 (246 reviews) | 
| **Proactive Assistance** | 7.1 (18 reviews) | 8.0 (249 reviews) | 

#### Communication Channels

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Customer Portal** | 8.2 (64 reviews) ✓ Verified | 8.5 (2073 reviews) ✓ Verified | 
| **Email to Case** | 8.2 (65 reviews) ✓ Verified | 8.8 (2359 reviews) ✓ Verified | 
| **Chat/Live Support** | 7.9 (69 reviews) ✓ Verified | 8.4 (1761 reviews) ✓ Verified | 
| **Social Integration** | 8.9 (68 reviews) ✓ Verified | 8.0 (1437 reviews) ✓ Verified | 
| **Voice** | 7.0 (60 reviews) | 8.0 (1343 reviews) ✓ Verified | 

#### Platform

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Mobile User Support** | 7.7 (74 reviews) ✓ Verified | 7.8 (1392 reviews) ✓ Verified | 
| **Customization ** | 7.9 (142 reviews) ✓ Verified | 8.0 (1791 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (81 reviews) ✓ Verified | 8.3 (1970 reviews) ✓ Verified | 
| **Integration** | 8.2 (78 reviews) ✓ Verified | 8.2 (1799 reviews) ✓ Verified | 
| **Reporting** | 8.9 (86 reviews) ✓ Verified | 7.9 (2410 reviews) ✓ Verified | 
| **Dashboards** | 8.9 (87 reviews) ✓ Verified | 8.0 (2434 reviews) ✓ Verified | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | 8.4/10 | 67 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Administration

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Database Management ** | 8.6 (50 reviews) | Not enough data | 
| **Data Workflows** | 8.4 (47 reviews) | Not enough data | 
| **Issue Management** | 8.4 (47 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Knowledge Base** | 8.4 (48 reviews) | Not enough data | 
| **Publishing Workflows** | 8.3 (47 reviews) | Not enough data | 
| **Analytics** | 8.7 (52 reviews) | Not enough data | 

#### Compliance

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Policies and Controls** | 8.3 (48 reviews) | Not enough data | 
| **Data Governance** | 8.5 (48 reviews) | Not enough data | 
| **Compliance** | 8.5 (45 reviews) | Not enough data | 
| **Auditing** | 8.3 (44 reviews) | Not enough data | 

#### Customer Support

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Intelligent Search** | 8.0 (46 reviews) | Not enough data | 
| **Suggestions** | 8.1 (44 reviews) | Not enough data | 
| **Decision Trees** | 7.9 (45 reviews) | Not enough data | 

#### Data Security

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Risk Data Attributes** | 8.4 (45 reviews) | Not enough data | 
| **Data Transport** | 8.4 (45 reviews) | Not enough data | 
| **Access Management** | 8.6 (48 reviews) | Not enough data | 
| **Multi-Factor Authentication** | 8.6 (47 reviews) | Not enough data | 

#### Administration

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Integrations** | 8.5 (45 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.6 (44 reviews) | Not enough data | 
| **Performance and Reliability** | 8.6 (45 reviews) | Not enough data | 

#### Generative AI

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Summarization** | 7.3 (41 reviews) | Not enough data | 

### Conversation Intelligence

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | 6.2/10 | 43 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Call Analytics

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Call Recording** | 5.7 (33 reviews) | Not enough data | 
| **Machine Learning** | 6.0 (35 reviews) | Not enough data | 
| **Call Analysis** | 5.6 (31 reviews) | Not enough data | 
| **Lead Qualification** | 6.1 (31 reviews) | Not enough data | 

#### Artificial Intelligence - Conversation Intelligence

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Customer Scoring** | 6.3 (34 reviews) | Not enough data | 
| **Speech-to-Text** | 5.8 (31 reviews) | Not enough data | 
| **Sentiment Analysis** | Not enough data | Not enough data | 

#### Generative AI

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Summarization** | 6.3 (30 reviews) | Not enough data | 

#### Agentic AI - Conversation Intelligence

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 5.9 (11 reviews) | Not enough data | 
| **Multi-step Planning** | 6.7 (11 reviews) | Not enough data | 
| **Cross-system Integration** | 6.1 (11 reviews) | Not enough data | 
| **Adaptive Learning** | 6.4 (11 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.4 (11 reviews) | Not enough data | 
| **Proactive Assistance** | 6.7 (12 reviews) | Not enough data | 
| **Decision Making** | 6.8 (12 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 893 |

#### Usability

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **All-Employee Access** | Not enough data | 8.3 (665 reviews) | 
| **Supporting Documents** | Not enough data | 8.3 (662 reviews) | 
| **Two-Way Communication** | Not enough data | 8.4 (637 reviews) | 

#### Reporting

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.3 (587 reviews) | 
| **Trend Analysis** | Not enough data | 7.9 (562 reviews) | 
| **Performance Monitoring** | Not enough data | 8.2 (645 reviews) | 

#### Generative AI

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.3 (176 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (175 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | N/A | N/A |
| **Zendesk for Customer Service** | 8.1/10 | 418 |

#### Productivity Tools

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Notes** | Not enough data | 8.5 (325 reviews) | 
| **Internal Discussion** | Not enough data | 8.3 (324 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.4 (312 reviews) | 
| **Workflows** | Not enough data | 8.4 (306 reviews) | 
| **Templates** | Not enough data | 8.5 (315 reviews) | 
| **Integrations** | Not enough data | 8.2 (311 reviews) | 
| **Tagging System** | Not enough data | 8.2 (345 reviews) | 

#### Analytics

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Trends** | Not enough data | 7.7 (263 reviews) | 
| **Performance Tracking** | Not enough data | 8.0 (304 reviews) | 
| **Email Tracking** | Not enough data | 8.2 (292 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.1 (21 reviews) | 
| **Decision Making** | Not enough data | 7.4 (22 reviews) | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | 7.9/10 | 58 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Quality Assurance

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Evaluation** | 8.2 (51 reviews) | Not enough data | 
| **Calibration** | 7.9 (50 reviews) | Not enough data | 
| **Reports** | 8.4 (51 reviews) | Not enough data | 

#### Engagement

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Feedback** | 8.1 (51 reviews) | Not enough data | 
| **Dashboards** | 8.0 (50 reviews) | Not enough data | 
| **Training** | 7.7 (48 reviews) | Not enough data | 

#### Performance

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Integrations** | 7.9 (49 reviews) | Not enough data | 
| **Compliance** | 8.3 (46 reviews) | Not enough data | 

#### Generative AI

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 6.9 (42 reviews) | Not enough data | 
| **AI Text Summarization** | 7.2 (41 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | 7.4/10 | 175 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Channels

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Voice** | 6.9 (142 reviews) | Not enough data | 
| **Social** | 8.4 (146 reviews) | Not enough data | 
| **Web Chat** | 7.9 (138 reviews) | Not enough data | 
| **Mobile SMS** | 7.5 (140 reviews) | Not enough data | 
| **Email** | 7.6 (135 reviews) | Not enough data | 

#### Generative AI

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **AI Text-to-Speech** | 6.6 (113 reviews) | Not enough data | 

#### Functions

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Session Routing** | 7.5 (139 reviews) | Not enough data | 
| **Session Queuing** | 7.6 (132 reviews) | Not enough data | 
| **Concurrent Calling** | 7.3 (134 reviews) | Not enough data | 
| **Speech Analytics** | 7.3 (132 reviews) | Not enough data | 
| **Auto Dialer** | 6.8 (131 reviews) | Not enough data | 
| **IVR** | 7.1 (135 reviews) | Not enough data | 
| **Inbound Screen Pop** | 7.6 (128 reviews) | Not enough data | 
| **Persistent Data** | 8.0 (129 reviews) | Not enough data | 

#### Agentic AI - Contact Center

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 5.9 (22 reviews) | Not enough data | 
| **Cross-system Integration** | 6.7 (22 reviews) | Not enough data | 
| **Natural Language Interaction** | 6.2 (22 reviews) | Not enough data | 
| **Proactive Assistance** | 6.5 (22 reviews) | Not enough data | 

#### Administrative

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Session Summary Notes** | 7.8 (130 reviews) | Not enough data | 
| **Administrator Access** | 7.8 (130 reviews) | Not enough data | 
| **Reporting & Dashboards** | 8.4 (144 reviews) | Not enough data | 
| **Session Recording** | 7.8 (131 reviews) | Not enough data | 
| **Agent Scheduling and Assignment** | 7.9 (142 reviews) | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 90 |

#### Responses

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | Not enough data | 8.2 (61 reviews) | 
| **Route To Human** | Not enough data | 8.6 (69 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | 8.2 (68 reviews) | 

#### Automation - AI Agents

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | 7.5 (25 reviews) | 
| **Customer Interaction Automation** | Not enough data | 7.7 (25 reviews) | 
| **Lead Generation** | Not enough data | 7.4 (24 reviews) | 
| **Document Processing** | Not enough data | 7.5 (25 reviews) | 
| **Feedback Collection** | Not enough data | 7.7 (24 reviews) | 

#### Platform

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Conversation Editor** | Not enough data | 8.2 (66 reviews) | 
| **Integration** | Not enough data | 8.2 (64 reviews) | 
| **Human-In-The-Loop** | Not enough data | 8.3 (62 reviews) | 

#### Autonomy -  AI Agents

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 7.8 (23 reviews) | 
| **Adaptive Responses** | Not enough data | 7.4 (24 reviews) | 
| **Task Execution** | Not enough data | 7.4 (25 reviews) | 
| **Problem Solving** | Not enough data | 7.4 (25 reviews) | 

#### Generative AI

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (30 reviews) | 
| **AI Text Summarization** | Not enough data | 8.0 (29 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | 8.4/10 | 75 |
| **Zendesk for Customer Service** | 8.2/10 | 613 |

#### Responses

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Customization** | 8.5 (58 reviews) | 8.1 (466 reviews) | 
| **Control** | 8.5 (57 reviews) | 8.1 (463 reviews) | 
| **Route To Human** | 8.5 (57 reviews) | 8.3 (445 reviews) | 
| **Menu bars** | 8.6 (55 reviews) | 8.1 (444 reviews) | 
| **Drip sequences** | 8.3 (53 reviews) | 8.1 (353 reviews) | 

#### Platform

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Live chat** | 8.6 (55 reviews) | 8.6 (470 reviews) | 
| **Integrations** | 8.4 (56 reviews) | 8.3 (470 reviews) | 
| **Branding** | 8.5 (56 reviews) | 8.3 (461 reviews) | 
| **Analytics** | 8.7 (56 reviews) | 8.2 (465 reviews) | 
| **A/B testing** | 8.1 (51 reviews) | Feature Not Available | 
| **Role-based access** | 8.4 (56 reviews) | Feature Not Available | 
| **Collection of information** | 8.2 (53 reviews) | 8.4 (453 reviews) | 

#### Generative AI

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.9 (38 reviews) | 8.1 (111 reviews) | 
| **AI Text Summarization** | 7.8 (37 reviews) | 8.1 (109 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | 8.3/10 | 44 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Workforce Management

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Agent Availability** | 9.0 (33 reviews) | Not enough data | 
| **Skills Management** | 8.2 (33 reviews) | Not enough data | 
| **Shift Scheduling** | 8.1 (34 reviews) | Not enough data | 
| **Agent Self-Service** | 8.1 (33 reviews) | Not enough data | 
| **Mobile Access** | 8.1 (32 reviews) | Not enough data | 

#### Administration

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Automation** | 7.8 (36 reviews) | Not enough data | 
| **Performance Analysis** | 8.7 (35 reviews) | Not enough data | 
| **Dashboards** | 8.6 (36 reviews) | Not enough data | 
| **Forecasting** | 8.1 (33 reviews) | Not enough data | 
| **Intraday Management** | 8.1 (35 reviews) | Not enough data | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | N/A | N/A |
| **Zendesk for Customer Service** | 8.1/10 | 1097 |

#### Conversational Platform

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | Not enough data | 8.1 (861 reviews) | 
| **Omnichannel** | Not enough data | 8.3 (718 reviews) | 
| **Contextual Engagement** | Not enough data | 8.2 (681 reviews) | 
| **Proactive Engagement** | Not enough data | 8.2 (747 reviews) | 

#### Support Automation

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.1 (711 reviews) | 
| **Seamless Escalation** | Not enough data | 8.3 (756 reviews) | 
| **Transcripts** | Not enough data | 8.4 (717 reviews) | 
| **Self-Serve Support** | Not enough data | 8.1 (789 reviews) | 

#### Generative AI

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (202 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (201 reviews) | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 198 |

#### Messaging Channels

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **SMS Messaging** | Not enough data | 7.6 (77 reviews) | 
| **Email** | Not enough data | 9.1 (171 reviews) | 
| **Voice Messaging** | Not enough data | 8.3 (93 reviews) | 
| **Two way messaging** | Not enough data | 8.5 (101 reviews) | 

#### Administration

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Scheduling** | Not enough data | 8.2 (107 reviews) | 
| **Triggered Notifications** | Not enough data | 8.9 (155 reviews) | 
| **Segmentation** | Not enough data | 8.2 (110 reviews) | 
| **Integrations** | Not enough data | 8.4 (143 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | N/A | N/A |
| **Zendesk for Customer Service** | 7.9/10 | 114 |

#### Customer Support

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Text** | Not enough data | 8.1 (83 reviews) | 
| **Speech** | Not enough data | 7.5 (75 reviews) | 
| **Knowledge Base** | Not enough data | 8.1 (85 reviews) | 

#### Automation

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 8.1 (85 reviews) | 
| **Customization** | Not enough data | 8.2 (82 reviews) | 
| **Intelligent Routing** | Not enough data | 8.0 (82 reviews) | 

#### Artificial Intelligence

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Learning** | Not enough data | 7.8 (81 reviews) | 
| **Language** | Not enough data | 7.6 (79 reviews) | 
| **Conversational AI** | Not enough data | 7.7 (84 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | 7.9/10 | 195 |
| **Zendesk for Customer Service** | 8.3/10 | 2697 |

#### Generative AI

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.8 (74 reviews) | Feature Not Available | 
| **AI Text Summarization** | 7.4 (72 reviews) | 7.9 (205 reviews) | 
| **AI Text-to-Speech** | 7.2 (72 reviews) | Feature Not Available | 

#### Communication

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Pop-up Chat** | 7.9 (102 reviews) ✓ Verified | 8.6 (950 reviews) ✓ Verified | 
| **Notifications** | 8.3 (112 reviews) ✓ Verified | 8.4 (964 reviews) ✓ Verified | 
| **Targeted Emails** | 7.6 (99 reviews) | 8.1 (718 reviews) | 
| **In-App Messaging** | 8.3 (101 reviews) | 8.5 (735 reviews) ✓ Verified | 
| **Co-Browsing** | 7.3 (95 reviews) | 8.0 (519 reviews) | 

####  Internal Use

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | 7.9 (142 reviews) ✓ Verified | 8.0 (1791 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.1 (108 reviews) ✓ Verified | 8.5 (846 reviews) ✓ Verified | 
| **Lead Development** | 8.0 (102 reviews) | 8.1 (648 reviews) | 
| **Knowledge Base** | 8.4 (101 reviews) | 8.5 (897 reviews) | 
| **Team Inbox ** | 8.0 (102 reviews) ✓ Verified | 8.6 (827 reviews) ✓ Verified | 
| **Customer Profiles** | 8.1 (108 reviews) ✓ Verified | 8.3 (846 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | 7.6/10 | 67 |
| **Zendesk for Customer Service** | 8.2/10 | 1785 |

#### Generative AI

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Summarization** | 7.5 (41 reviews) | Feature Not Available | 

#### Self-Service Experience

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Knowledge Base** | 8.0 (54 reviews) | 8.5 (1523 reviews) | 
| **Searchable Articles** | 7.7 (55 reviews) | 8.5 (1443 reviews) | 
| **Community Forums** | 7.4 (54 reviews) | 8.0 (1024 reviews) | 
| **Mobile Optimization** | 8.1 (52 reviews) | 7.7 (648 reviews) | 
| **Personalization** | 7.7 (53 reviews) | 8.0 (780 reviews) | 

#### Self-Service Platform

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Branding** | 8.1 (54 reviews) | 8.2 (829 reviews) | 
| **Automation** | 7.8 (53 reviews) | 8.2 (849 reviews) | 
| **Artificial Intelligence** | 7.4 (55 reviews) | 7.7 (676 reviews) | 
| **Integrations** | 7.7 (55 reviews) | 8.2 (814 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 6.5 (8 reviews) | 8.3 (63 reviews) | 
| **Multi-step Planning** | 7.1 (8 reviews) | 8.3 (63 reviews) | 
| **Cross-system Integration** | 8.1 (8 reviews) | 8.2 (65 reviews) | 
| **Adaptive Learning** | 7.3 (8 reviews) | 8.7 (63 reviews) | 
| **Natural Language Interaction** | 7.8 (9 reviews) | 8.6 (62 reviews) | 
| **Proactive Assistance** | 7.9 (8 reviews) | 8.2 (63 reviews) | 
| **Decision Making** | 7.3 (8 reviews) | 8.1 (63 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | 7.6/10 | 416 |
| **Zendesk for Customer Service** | 8.4/10 | 841 |

#### Generative AI

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 6.9 (234 reviews) | 7.4 (77 reviews) | 
| **AI Text Summarization** | 6.8 (224 reviews) | 7.5 (78 reviews) | 

#### Process

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Mentions** | 8.3 (315 reviews) | 8.4 (563 reviews) | 
| **Tickets** | 7.7 (314 reviews) | 9.1 (744 reviews) | 
| **Macros** | 8.2 (313 reviews) | 8.8 (693 reviews) | 

#### Channels

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Email** | 7.3 (285 reviews) | 9.0 (743 reviews) | 
| **Social** | 8.8 (338 reviews) | 8.4 (586 reviews) | 
| **Live Chat** | 7.2 (277 reviews) | 8.7 (565 reviews) | 
| **Phone** | 6.6 (266 reviews) | 8.2 (486 reviews) | 
| **Text** | 7.5 (273 reviews) | 8.3 (421 reviews) | 

#### Insight

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Surveys** | 7.7 (295 reviews) | 8.1 (540 reviews) | 
| **Reporting** | 8.3 (320 reviews) | 8.3 (647 reviews) | 
| **Visitor Activity** | 7.9 (287 reviews) | 8.5 (562 reviews) | 
| **Help Desk** | 7.6 (286 reviews) | 8.7 (667 reviews) | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | 7.8/10 | 13 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Generative AI

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Summarization** | 7.8 (12 reviews) | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | 7.0/10 | 115 |
| **Zendesk for Customer Service** | 8.1/10 | 77 |

#### Generative AI

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 7.1 (103 reviews) | 7.8 (67 reviews) | 
| **AI Text Summarization** | 7.0 (103 reviews) | 7.7 (66 reviews) | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | 6.0/10 | 33 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **AI chatbots** | 5.6 (31 reviews) | Not enough data | 
| **Messaging and Notifications** | 6.2 (31 reviews) | Not enough data | 
| **AI agents ** | 5.9 (31 reviews) | Not enough data | 
| **Voice assistants** | 5.3 (30 reviews) | Not enough data | 
| **Communication apps** | 5.8 (30 reviews) | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Ecommerce stores** | 5.8 (30 reviews) | Not enough data | 
| **Sales channels** | 5.6 (30 reviews) | Not enough data | 
| **Payment Platform** | 5.7 (30 reviews) | Not enough data | 
| **Internal tools** | 5.9 (29 reviews) | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Conversational analytics** | 7.2 (29 reviews) | Not enough data | 
| **Advance reporting** | 7.1 (29 reviews) | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | N/A | N/A |
| **Zendesk for Customer Service** | 8.3/10 | 111 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.4 (74 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.1 (71 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.2 (69 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.3 (71 reviews) | 
| **Multilingual Support** | Not enough data | 8.2 (68 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.2 (70 reviews) | 
| **Feedback Collection** | Not enough data | 8.4 (70 reviews) | 
| **Escalation Handling** | Not enough data | 8.3 (71 reviews) | 
| **Workflow Optimization** | Not enough data | 8.5 (70 reviews) | 

#### Automation

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.7 (74 reviews) | 
| **Feedback Collection** | Not enough data | 8.6 (70 reviews) | 
| **Document Processing** | Not enough data | 7.9 (68 reviews) | 

#### Autonomy

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 8.1 (68 reviews) | 
| **Adaptive Responses** | Not enough data | 8.4 (67 reviews) | 
| **Task Execution** | Not enough data | 8.3 (69 reviews) | 
| **Problem Solving** | Not enough data | 8.3 (70 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **Sprinklr Service** | N/A | N/A |
| **Zendesk for Customer Service** | 8.8/10 | 26 |

#### Platform

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | Not enough data | 8.9 (19 reviews) | 
| **Integration APIs** | Not enough data | 9.2 (14 reviews) | 
| **Internationalization** | Not enough data | 9.6 (8 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.5 (11 reviews) | 
| **Dashboards** | Not enough data | 8.8 (11 reviews) | 

#### Workforce Management Platform Features

| Feature | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Labor Forecasting** | Not enough data | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | 
| **Time & Attendance Tracking** | Not enough data | Not enough data | 
| **Absence & Leave Management** | Not enough data | Not enough data | 
| **Skills Management** | Not enough data | Not enough data | 
| **Succession Planning** | Not enough data | Not enough data | 
| **Workforce Analytics** | Not enough data | Not enough data | 
| **Self-Service Capabilities** | Not enough data | Not enough data | 
| **Mobile Shift Scheduling** | Not enough data | Not enough data | 
| **Team Communication** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (8):** [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Chatbots Software](https://www.g2.com/categories/chatbots), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to Sprinklr Service (6):** [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics), [Conversation Intelligence Software](https://www.g2.com/categories/conversation-intelligence), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to Zendesk for Customer Service (7):** [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Workforce Management Software](https://www.g2.com/categories/workforce-management), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)


---
## Reviewer Demographics

### By Company Size

| Segment | Sprinklr Service | Zendesk for Customer Service | 
|---|---|---|
| **Small-Business** | 27.3% | 40.8% | 
| **Mid-Market** | 30.3% | 45.8% | 
| **Enterprise** | 42.4% | 13.4% | 

### By Industry

#### Sprinklr Service

- **Consumer Services:** 10.9%
- **Marketing and Advertising:** 10.2%
- **Information Technology and Services:** 5.3%
- **Financial Services:** 5.0%
- **Food & Beverages:** 4.0%
- **Telecommunications:** 4.0%
- **Insurance:** 3.8%
- **Entertainment:** 3.5%
- **Hospital & Health Care:** 3.0%
- **Retail:** 3.0%
- **Other:** 47.3%

#### Zendesk for Customer Service

- **Computer Software:** 14.1%
- **Information Technology and Services:** 12.6%
- **Financial Services:** 5.9%
- **Retail:** 5.0%
- **Consumer Services:** 4.4%
- **Internet:** 3.5%
- **Marketing and Advertising:** 3.1%
- **Telecommunications:** 2.8%
- **Health, Wellness and Fitness:** 2.2%
- **Consumer Goods:** 2.1%
- **Other:** 44.2%

---
## Alternatives

### Alternatives to Sprinklr Service

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7356 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1555 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (618 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Sprout Social](https://www.g2.com/products/sprout-social/reviews) — 4.4/5 stars (6421 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2530 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (465 reviews)
- [Freshchat](https://www.g2.com/products/freshworks-freshchat/reviews) — 4.4/5 stars (499 reviews)

### Alternatives to Zendesk for Customer Service

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3884 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1907 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2499 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (563 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7356 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2916 reviews)

---
## Top Discussions

### Sprinklr Service

- Title: [Does anyone have experience with Sprinklr sentiment analysis](https://www.g2.com/discussions/does-anyone-have-experience-with-sprinklr-sentiment-analysis) — 1 comment, 1 upvote
  > **Top comment:** "i have really lost alot of money in the name of bitcoin mining and binary trading because i kept meeting the wrong managers ,.... it is sad that i have..."

### Zendesk for Customer Service

- Title: [Is zendesk any good?](https://www.g2.com/discussions/is-zendesk-any-good) — 8 comments, 1 upvote
  > **Top comment:** "For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other..."
- Title: [Is there a free version of Zendesk?](https://www.g2.com/discussions/is-there-a-free-version-of-zendesk) — 7 comments, 1 upvote
  > **Top comment:** "There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. "
- Title: [How is Zendesk Support Suite transforming the customer service experience in various industries?](https://www.g2.com/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) — 6 comments, 4 upvotes
  > **Top comment:** "I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven..."
- Title: [What is Zendesk Support Suite?](https://www.g2.com/discussions/what-is-zendesk-support-suite) — 4 comments, 3 upvotes
  > **Top comment:** "A single platform for handling all Customer Support activities."
- Title: [What is Zendesk Support Suite used for?](https://www.g2.com/discussions/what-is-zendesk-support-suite-used-for) — 3 comments, 2 upvotes
  > **Top comment:** "Zendesk is a ticketing tool from from where we can respond to customers through email."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/sprinklr-service-vs-zendesk-for-customer-service)