Zendesk vs. Microsoft

Businesses should always prioritize improving their customer service management (CSM) and customer experience (CX)—and one of the best ways to do that is by partnering with a CX expert. Zendesk is a leader in this space, while other software options like Microsoft—through its support software Dynamics 365—also have customer service capabilities.

Choosing between Zendesk and Microsoft Dynamics 365 can feel daunting, but evaluating key capabilities like CX expertise, time to value, and total cost of ownership can simplify your decision. Our comparison dives into each software in detail so you can make an informed choice that aligns with your CX goals.

CX expertise

Microsoft Dynamics 365 offers many business solutions, and some users note that it requires extensive configuration and development to get up to speed. On the other hand, Zendesk focuses on CX. Through our CX solution, businesses can access an internal team of experts and a large customer community that shares industry best practices and drives innovation. This dedication to the customer experience niche gives Zendesk an edge over broad-focus platforms like Microsoft Dynamics 365.

Fast time to value and agility

The streamlined design and user-centric approach of Zendesk means businesses can quickly deploy and adapt our solutions in an agile system, which can result in a fast time to value (TTV). Our solution is also pre-trained on over 18 billion real CX interactions, so you can deliver an outstanding customer experience right out of the box. Users rate Zendesk higher than Microsoft in key areas like ease of use, setup, and admin.

Low total cost of ownership

You’ll save time and money with Zendesk. You don’t need a team of developers to start using Zendesk—or an influx of agents to keep using it—resulting in a low total cost of ownership (TCO). Also, we offer flexible, usage-based pricing, so you only pay for what you need. According to some Microsoft Dynamics 365 users, the software has a lengthy implementation time and is more expensive than expected for users to set up and maintain.

More in this guide:

• At-a-glance comparison: Zendesk vs. Microsoft
• Zendesk vs. Microsoft Dynamics 365: Features comparison
• Pricing plans: Zendesk vs. Microsoft
• Customer stories on using Zendesk vs. Microsoft
• Frequently asked questions
• Ready to try Zendesk?

Businesses need customer service software that provides practical tools and resources to deliver great experiences. Here’s a rundown of the features that Zendesk and Microsoft provide and how well they perform.

Ease of use

AI and automation

Scalability

Ticketing and case management

Reporting and analytics

Zendesk offers a lower total cost of ownership due to the out-of-the-box readiness of its many features. Employees without technical knowledge can easily use the tools in each plan—meaning businesses don’t need to hire specialists to build solutions. This also leads to a fast time-to-value since the software doesn’t require prolonged training or downtime while developing features.

Microsoft Dynamics 365 offers many different products, so the true cost gets complicated depending on the types of plans you need and the number of licenses. Customer service plans have distinct business applications, like field service and remote assistance. If one agent needs access to the core features of these different plans, they’ll need to purchase multiple licenses.

See how some top companies exceeded their CX goals by switching to Zendesk.

Ave Living by Korman

AVE Living, a pioneer in short-term furnished apartments, faced challenges with its CRM system as the company expanded its real estate portfolio. When the company experienced rapid growth, its existing CRM became a friction point, often malfunctioning or shutting down, leading to significant frustration among the team.

The older system was suitable for the business’s initial six properties but was too limiting as the company grew. The need for a more reliable and scalable CRM led the team to evaluate almost 30 CRM options, including Microsoft Dynamics.

Zendesk emerged as the preferred CRM software due to the personalized attention our team provided. We took the time to understand AVE Living's specific needs, ensuring a tailored implementation. The transition to Zendesk brought about enhanced efficiency, with features like integrated email and appointment systems, comprehensive activity reports, and mobile access, which significantly improved the sales process.

Accent Group

Accent Group, a leading lifestyle footwear company in Australia and New Zealand, faced challenges in modernizing its customer support as it expanded its operations. After the company’s merger with RCG Corporation in 2015 and the subsequent relocation of the executive team to Melbourne, Australia, there was a pressing need to transform Accent Group’s customer support from a siloed operation using Microsoft Outlook into a cohesive digital space.

To improve communication practices and manage its growth, the company adopted Zendesk. One significant change was consolidating support teams across Australia and the Philippines into a unified system. This allowed for streamlined workflows using triggers and automation, enabling the entire team to support the business holistically.

The shift to Zendesk also gave Accent Group a clearer understanding of its crucial customer service key performance indicators (KPIs) and better reporting capabilities.

Nexon

As it expanded its gaming portfolio, video game company Nexon faced challenges in delivering optimal customer service. The company tried managing support tickets through Microsoft Outlook, but these solutions failed to enhance its customer satisfaction (CSAT) score or streamline internal operations.

Recognizing the need for an efficient and modern solution, Nexon chose Zendesk for its unified user interface, live chat capabilities, and security features. The transition from Microsoft to Zendesk was smooth and swift, with our team providing hands-on support during the implementation phase.

In roughly eight months, Nexon witnessed a remarkable 114 percent improvement in its (CSAT) score. This success was due to the user-friendly nature of Zendesk, efficient workflows, and the ability to quickly train agents in the new processes. The shift to Zendesk also enabled Nexon to achieve faster response times, with most email tickets getting addressed in 10 hours or less, significantly better than the 18-hour time frame listed in the SLA.

Ingersoll Rand

Ingersoll Rand is a global manufacturing conglomerate known for its diverse range of products. The company faced significant customer service challenges due to its vast product portfolio and limited Microsoft Outlook capabilities. The system made it difficult to monitor response times and ensure efficient support.

Ingersoll Rand transitioned to Zendesk, and its customer support operations underwent transformative changes. Integrating email and voice tickets and the software's API capabilities allowed for more streamlined workflows and better customer interactions. For instance, the company integrated Zendesk with UPS to swiftly generate warranty evaluations, repairs, and return labels.

Ingersoll Rand achieved more than a 35 percent increase in customer satisfaction scores. On top of that, its customer service team has a 95 percent success rate in meeting its four-hour first response time SLA.