How does Zendesk CRM & Customer Interaction score on certain components?
In our comprehensive research we also looked at the different products of Zendesk software. More than 180 criteria were used in the process. The image below shows the strengths and weaknesses of Zendesk CRM, compared to the competition. Please note that Passionned Group is 100% independent of the software vendors in our research. We do not sell licenses, we do not make deals or have done business with the supplier. Among other things, we help and advise companies in the proper selection of CRM systems.
Figure 1: The pros and cons of the software vendor Zendesk CRM & Customer Interaction. A vendor can score a maximum of 100%. Source: the CRM & Customer Interaction Guide 2024. Do you want to take a deep dive into our research design? Click here to download this guide.
The Zendesk analysis has been established by intercepting big data and from there it was extensively analyzed to pick up every tiny detail. More than 280 documents further we know that Zendesk excels in customer relationship management. In this analysis both algorithms and the critical eye of a senior CRM expert played a distinguished role in drawing conclusions.Zendesk in our CRM & Customer Interaction Guide 2024 
In our 100% vendor-independent CRM & Customer Interaction Guide we have collected all the ins and outs of Zendesk for you. You get access to hundreds of (shorter) trainings, tech talks, demos, lectures, tutorials, and so on and always have the latest CRM news. In addition, this guide helps you in deepening your knowledge about CRM & Customer Interaction.
Zendesk and their complete CRM & Customer Interaction product portfolio
Zendesk knows (a minimum of) 3 products in the realm of CRM & Customer Interaction. In order of relevance we rank and describe the products below:
What is Zendesk CRM?
Other names by which this software product is known: Zendesk Platform
We do not display here all the features but, in this paragraph, we report the (main) characteristics of Zendesk CRM, including some of its features and any related products. This product group consists of Zendesk Sunshine and Zendesk Happyfox. This product can be defined by the following properties:
- customer information
- customer interactions
- customer relationship management
- customer service
- reporting
Do you want to know the intricacies of all elements (100+) of Zendesk CRM? Open the CRM & Customer Interaction Guide™ 2024 here.
Are you considering hiring an expert in Zendesk CRM?
Do you want to hire an interim Zendesk CRM consultant who knows the Zendesk CRM software inside out and implement an Zendesk CRM application? Our interim specialists are happy to help. Indeed, hiring Zendesk CRM developers is not always expedient. Leave a message here and we will explore the possibilities of cooperation with you.
What is Zendesk Sunshine?
We don’t reveal everything here but, in this paragraph, we provide a description of Zendesk Sunshine, including some of its features and any related products. The Zendesk Sunshine can be best characterized by the following properties:
- account
- customer data
- customer service
- no-code
Are you curious about all the functions (100+) of Zendesk Sunshine? Then download our CRM & Customer Interaction Guide™ 2024 here.
What is Zendesk Happyfox?
In this paragraph, we report the (main) characteristics of Zendesk Happyfox, including some of its features and any related products. The Zendesk Happyfox can be characterized by the following features:
- account
- customer data
- customer service
- customer service management
- generative ai
- reporting
- ticketing system
- workflow automation
Are you curious about all the functions (100+) of Zendesk Happyfox? Download the CRM & Customer Interaction Guide™ 2024 here.
Zendesk CRM-tools and the version history
Lately, we see a stable trend when it comes to CRM & Customer Interaction functionality and support for operating systems, cloud platforms and connectivity.
We reviewed Zendesk’s latest versions of the total product range. Below you can see the progression of the versions of all available CRM & Customer Interaction products of Zendesk:
- Zendesk CRM: 2023 2022
Behind each product we show the version numbers, the most recent versions are mentioned first.
What are the licensing costs of Zendesk Sunshine and Zendesk Happyfox?
It is difficult to determine exactly what a license of Zendesk Sunshine and Zendesk Happyfox costs because it depends on the country, the number of users (also consider the amount of CPUs for server versions), the connectors to data sources, and at what point in the year you request a quote. If you request a quote just before the end of the fiscal period of Zendesk, you can probably get a decent reduction in the license cost. As part of a cloud-first strategy, it makes sense running the software in the cloud. Often you only pay for what you consume in resources. The purchase cost of Zendesk Sunshine and Zendesk Happyfox may not be the largest amounts, but maintenance and support do show up in your budget every year.
What makes Zendesk CRM & Customer Interaction worth considering
In our study, we see that Zendesk in the field of CRM & Customer Interaction software has a few specific features which emerged distinctively in our research. This makes Zendesk CRM more or less unique: merge duplicate leads, opportunity analysis, import leads, scheduling tasks and manage opportunities.
The advantages and disadvantages of Zendesk CRM
Figure 11: Tag cloud of the strengths and weaknesses of Zendesk CRM & Customer Interaction
In the following paragraphs, we name all the advantages and disadvantages of Zendesk CRM & Customer Interaction, Zendesk Sunshine and Zendesk Happyfox, et cetera. The listing in the following paragraphs is subject to change, because: Zendesk may be working to creating features that meet specific customer needs at this time (such as support for no-code, repetitive tasks, cloud solutions and custom activities). In addition, documentation may lag behind current events.
Share your experience
Leave a review about Zendesk CRM & Customer Interaction here. Your observations may then be taken into consideration and contribute to a better, even more balanced assessment of Zendesk CRM.
1. Zendesk Customer Relationship Management
The vendor Zendesk has an excellent score in our 100% vendor-independent CRM & Customer Interaction study on the section ‘Customer Relationship Management’ with a score of 89%, relative to other vendors. We looked at the following criteria, among others: customer interactions and small businesses. In doing so, we looked at the following products: Zendesk CRM. In total, we examined 25 criteria within this section. Would you like to go into more depth with the topic ‘Customer Relationship Management’? Then download here our CRM & Customer Interaction Guide 2024.
2. Zendesk Reporting
The vendor Zendesk has an excellent rating in our objective CRM & Customer Interaction survey on the section ‘Reporting’ with a score of 86%, relative to other vendors. We looked at the following criteria, among others: CRM analytics, pipeline reporting and interactive reporting. In doing so, we investigated the following products: Zendesk Happyfox. In total, we examined 11 features within this discipline. Would you like to learn more about the topic ‘Reporting’? Then download here our CRM & Customer Interaction Guide. Or take a deep dive in the following content:
3. Zendesk Data Quality
The vendor Zendesk has an excellent performance in our objective CRM & Customer Interaction survey on the section ‘Data Quality’ with a score of 86%, relative to other vendors. We considered the following factors: merge duplicate, data cleansing and duplicate search. In total, we examined 16 criteria in this category. Are you excited about the topic ‘Data Quality’? Then download here our CRM & Customer Interaction Guide 2024.
4. Zendesk Sales Management
Zendesk has an excellent score in our objective CRM & Customer Interaction survey on the subject ‘Sales Management’, given that they score 81% on this, compared to other vendors. We considered the following factors: sales pipeline, customer lifetime value, goal management, sales order management, sales workflows, sales cycle management and visual sales pipeline. In total, we examined 51 criteria within this section. Would you like to go into more depth with the topic ‘Sales Management’? Then download here our CRM & Customer Interaction Study. Or take a deep dive in the following content:
5. Zendesk Customer Data
Zendesk has an excellent performance in our 100% vendor-independent CRM & Customer Interaction study of the theme ‘Customer Data’, given that they score 80% on this, compared to other vendors. We looked at the following criteria, among others: custom fields and appointment. In doing so, we investigated the following products: Zendesk Sunshine. In total, we examined 45 features within this discipline. Would you like to delve further into the topic ‘Customer Data’? Then download here our CRM & Customer Interaction Guide 2024.
6. Zendesk Lead Management
The company has a good rating in our recently updated, independent CRM & Customer Interaction study on the section ‘Lead Management’ with a score of 76%, compared to other vendors. We considered the following factors: lead generation, lead conversion, lead qualification and lead scoring. In total, we examined 12 selection criteria within this main theme. Would you like to go into more depth with the topic ‘Lead Management’? Then download here our CRM & Customer Interaction Guide 2024. Or take a deep dive in the following content:
7. Zendesk Campaign Management
The vendor Zendesk has a good rating in our objective CRM & Customer Interaction survey on the subject ‘Campaign Management’, given that they score 73% on this, compared to other vendors. We looked at the following criteria, among others: email marketing, email campaigns, drip campaigns and direct marketing. In total, we examined 25 features within this discipline. Would you like to go into more depth with the topic ‘Campaign Management’? Then download here our CRM & Customer Interaction Guide.
8. Zendesk Infrastructure
Zendesk has a good score in our study on the subject ‘Infrastructure’ with a score of 72%, compared to other vendors. The following criteria were used: email integration, mobile crm, cloud infrastructure and customizable layouts. In total, we examined 56 features within this discipline. Are you planning to specialize further in the topic ‘Infrastructure’? Then download here our CRM & Customer Interaction Study 2024.
9. Zendesk Customer Service Management
The vendor Zendesk has a good score in our 100% vendor-independent CRM & Customer Interaction study on the subject ‘Customer Service Management’. The score amounts to 68%, compared to other vendors. We considered the following factors: customer service, case management, ticketing system, field service management and call center CRM. In total, we examined 9 aspects in this category. Would you like to learn more about the topic ‘Customer Service Management’? Then download here our CRM & Customer Interaction Study.
10. Zendesk Automation Platform
The company has a good rating in our 100% vendor-independent CRM & Customer Interaction study of the theme ‘Automation Platform’, given that they score 68% on this, compared to other vendors. We looked at the following criteria, among others: marketing automation, app marketplace, all-in-one marketing automation and automating workflows. In total, we examined 28 criteria in this category. Would you like to delve further into the topic ‘Automation Platform’? Then download here our CRM & Customer Interaction Guide.
11. Zendesk Task Management
The company has a good score in our independent CRM & Customer Interaction guide on the subject ‘Task Management’ with a score of 55%, compared to other vendors. We used the following selection criteria: repetitive tasks and task list. In total, we examined 13 selection criteria within this main theme. Are you planning to specialize further in the topic ‘Task Management’? Then download here our CRM & Customer Interaction Guide 2024.
Want to know more? Then order the CRM & Customer Interaction Guide™ 2024 here
In which sectors is Zendesk CRM & Customer Interaction most active?
In our objective CRM & Customer Interaction survey, we also looked at which industries a supplier operates in. These are the industries where Zendesk is frequently used: automotive, banking, education, fintech, governments, healthcare, hospitality, insurance, manufacturing, real estate, restaurant, retail, telecom and universities.
Zendesk software is most used by…
The CRM & Customer Interaction software from Zendesk is most often mentioned in combination with the following functions: account managers, business development, sales reps, service agents and service representatives.
Hire a qualified Zendesk developer
Training and incompany training Zendesk CRM & Customer Interaction
We organize various classes in the field of CRM & Customer Interaction but can also provide specific Zendesk training, for example as incompany. The training will address at least the subsequent software applications: Zendesk Sunshine and Zendesk Happyfox. Of course we frame the training with the ideas of the intelligent, data-driven organization.
Final judgment: Zendesk CRM scores eminent
Zendesk has a compact product portfolio with which it scores eminent in our CRM & Customer Interaction survey. Zendesk CRM & Customer Interaction innovates (approximately) at an average rate of less than 5 features per year, is active (for now) in lots of different sectors, and has developed best in customer relationship management.
About Passionned Group
Passionned Group specializes in 100% independent CRM & Customer Interaction consulting and the implementation of CRM & Customer Interaction solutions. Our experienced CRM & Customer Interaction specialists help small and larger organizations to advance as intelligent, data-driven organizations.
