The value of choosing Zendesk over Salesforce Service Cloud

December 27, 2023 - Research X227

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Nucleus assessed the experiences of Zendesk users to determine the incremental value of transitioning to Zendesk from Salesforce Service Cloud. This assessment included three in-depth interviews and an independently conducted survey of 30 business leaders across customer experience (CX), IT, and operations at organizations ranging from SMBs to large enterprises. Users reported that Zendesk’s ease of use, platform adaptability and agility, and value delivered relative to cost were the primary components driving the selection. Nucleus found these attributes translated to faster time to value, a 43 percent reduction in TCO, and elevated customer experience management.

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