Folk vs Zendesk: Ultimate CRM Breakdown in 2025

Picking the right CRM can feel like a huge headache, right?

You need something that keeps track of customers and helps your business grow.

But where do you even start?

That’s why we’re breaking down Zendesk vs Folk. 

Overview

We’ve spent countless hours diving into both Zendesk and Folk, testing their features, and analyzing user feedback.

This hands-on approach allows us to provide a real-world, practical comparison, moving beyond just surface-level specs.

What is Folk?

Folk is a modern CRM. It’s built for teams.

It helps you manage contacts. It’s easy to use. It’s all about collaboration.

Key Benefits

• Organize up to 5000 contacts in one place.
• Share contact lists with up to 10 team members.
• Send personalized emails to 250 contacts per day.
• Integrate with over 1000 apps via Zapier.
• Create 5 custom contact fields.

Pricing

Folk’s basic plan starts at $20 per user per month.

• Standard: $20/month
• Premium: $40/month
• Custom: $80/month

What is Zendesk?

Okay, so Zendesk. Think customer support. It helps businesses manage customer issues.

Tickets, chats, all that stuff. It’s the teams that need to keep customers happy.

Key Benefits

• Unified Platform: Zendesk brings all your customer conversations into one place, whether it’s email, chat, social media, or phone.
• Ticketing System: It organizes customer inquiries into tickets, helping you track and manage them effectively. No more lost emails!
• Automation: Zendesk allows you to automate repetitive tasks, saving you time and effort. For example, you can automatically route tickets to the right agent.
• Reporting & Analytics: Get insights into your customer service performance with detailed reports and analytics. See what’s working and what’s not.
• Integrations: Zendesk integrates with many other business tools you might already be using.

Pricing

Zendesk offers a variety of pricing plans to fit different business needs. Pricing varies depending on the features and the number of agents you need.

• Support Team: $19/month
• Suite Team: $55/month
• Suite Professional: $115/month
• Suite Enterprise: Custom Pricing

Feature Comparison

Let’s dive into the core differences.

We’ll explore key features, looking at how each platform handles crucial tasks.

Lead Management

• Zendesk: Zendesk Sell offers robust lead management tools, allowing for detailed tracking and pipeline management. It integrates well with other Zendesk products.
• Folk: Folk focuses on a more streamlined approach, prioritizing ease of use for smaller teams. Its lead management is simpler, emphasizing quick contact organization rather than complex sales funnels.

Customer Interactions

• Zendesk: Zendesk excels at managing diverse customer interactions through multiple channels (email, chat, phone). It’s designed for high-volume support.
• Folk: Folk emphasizes personalized customer interactions, aiming for a more human touch. It’s better for building relationships with smaller groups.

User Experience

• Zendesk: Zendesk’s user experience can be complex, especially for new users. It offers a wide range of features, which can be overwhelming.
• Folk: Folk prioritizes ease of use and a clean interface. Its user experience is designed to be intuitive, even for those new to CRM.

Integration with Other Tools

• Zendesk: Zendesk boasts extensive integrations, including with Salesforce and many other business applications.
• Folk: Folk offers growing integrations, but its ecosystem is currently less extensive than Zendesk’s.

Customization

• Zendesk: Zendesk offers deep customization options, allowing businesses to tailor the platform to their specific needs.
• Folk: Folk provides simpler customization, focusing on core features and avoiding excessive complexity.

Reporting and Analytics

• Zendesk: Zendesk provides comprehensive reporting and analytics, offering detailed insights into sales and customer data.
• Folk: Folk offers simpler reporting, focusing on key metrics and providing a quick overview of performance.

Scalability

• Zendesk: Zendesk is highly scalable, designed to handle the needs of large enterprises with complex workflows.
• Folk: Folk is better suited for small to medium-sized businesses, prioritizing simplicity over extensive scalability.

What to Look For When Choosing a CRM Tool?

• Specific Business Needs: Don’t get swayed by flashy features. Really dig deep. What are your exact challenges? 
• Scalability: Can the CRM grow with you? Think beyond your current size. Will it handle increased data, more users, and expanding workflows? 
• Integration Capabilities: Does the CRM play well with your existing tools? Check for integrations with your email, calendar, marketing automation, and other crucial software. 
• Customer Support: How responsive and helpful is their support team? Issues will arise. Quick, reliable support can minimize downtime and frustration. 
• Training Resources: Does the provider offer comprehensive training? Easy onboarding is crucial for user adoption. 
• Data Security: Ensure the CRM has robust security measures to protect your customer data. Check for features like data encryption, access controls, and compliance certifications. Your customers’ trust depends on it.

Final Verdict (Our Pick)

So, which one wins? It really depends on your needs.

For big teams needing lots of features, Zendesk is powerful.

But, if you want something easy and friendly, Folk is great.

We think Folk is a solid choice for most small businesses.

It’s simple, looks good, and helps you connect with customers better.

We’ve tried both, and we know what works.

Trust us, we’ve done the hard work, so you can pick the best CRM for you.

Frequently Asked Questions