Zendesk Users Report a 43% Lower Total Cost of Ownership than Salesforce According to Nucleus Research Report

“Zendesk is a solution that is well-equipped to help organizations navigate the growing complexities of providing elevated customer experiences. As business demands evolve, Zendesk’s solutions can adapt swiftly and effectively,” said Senior Analyst Cameron Marsh. “The CRM platform is a value-driven option for organizations aiming to balance financial sustainability with best-of-breed customer service functionalities. Just as Salesforce has established itself as a frontrunner in the CRM market through its feature-rich offerings, Zendesk similarly holds its ground in the customer experience field, offering a blend of functionality, adaptability, and cost-effectiveness.”

Primary components that drove user’s selection of Zendesk include:

• Ease of use. Zendesk differentiates itself with its ease of use, rated 26% higher than Salesforce Service Cloud by users. In addition, the CRM platform’s design enabled organizations to reduce their time-to-serve by an average of 22%, resulting in enhanced operational efficiency.
• Platform adaptability and agility. Users report that the implementation of Zendesk is 53.7% faster than that of Salesforce Service Cloud. Additionally, when it comes to ongoing modifications and updates, Zendesk was found to be 54.5% quicker in adapting to new requirements.

To read the full Nucleus report, click here.

About Nucleus Research

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