Choosing the right CRM can feel overwhelming, right?
There are so many options.
Two popular choices are Zendesk and Capsule CRM.
But how do you know which one is best for you?
This article breaks down Zendesk vs Capsule CRM in plain English.
Overview
We’ve spent hours exploring Zendesk and Capsule CRM, diving into their features, pricing plans, and user experiences.
Our hands-on testing and research, combined with user feedback, have allowed us to create this detailed comparison to help you make an informed decision.
Based on our data, Capsule CRM is the budget-friendly choice. Focused on simplicity and savings.
Pricing: It has a free trial. Paid plan starts at $18/month
Key Features:
- Contact Management
- Sales Pipeline Management
- Project Boards
Ready to see if Zendesk is your perfect match? Check out our in-depth Zendesk review!
Pricing: It has a free trial. The premium plan starts at $19/month.
Key Features:
- Omnichannel support
- AI-powered bots
- Advanced analytics
What is Capsule CRM?
Ever feel like you’re juggling too many customer details?
Capsule CRM helps you keep everything organized.
It’s designed to be simple and easy to use, even if you’re not a tech whiz.
Think of it as your digital Rolodex, but way more powerful.
Also, explore our favorite Capsule CRM alternatives…
Our Take
It’s great for its simplicity and ease of use, especially for small businesses just starting with a CRM. It helps you manage contacts and sales effectively without being overwhelming.
Key Benefits
- Simple contact management.
- Easy sales pipeline tracking.
- Integrates with many apps.
- Customizable fields available.
- Mobile app for on-the-go access.
Pricing
- Starter: $18/user/month.
- Growth: $36/user/month.
- Advanced: $54/user/month.
- Ultimate: $72/user/month.
Pros
Cons
What is Zendesk?
Zendesk is a popular customer service software.
It helps businesses manage customer interactions.
Think of it as a central hub for all your customer support needs.
It’s designed to make communication easier and more efficient.
Also, explore our favorite Zendesk alternatives…
Key Benefits
Zendesk helps you make customers happy and helps your team work better.
- Makes Customers Happier: Businesses using Zendesk see customers get 25% happier. That’s a big deal!
- All Talks in One Spot: Handle all messages from one place. No more jumping around.
- Smart Help: It does easy tasks for you. This lets your team fix harder problems.
- Self-Help Guides: You can make a help page. Customers can find answers themselves. This reduces questions by 15%.
- AI Smart Tools: It uses smart computer help. This means quicker and better answers for customers.
Pricing
All the plans will be billed annually.
- Support Team: $19/month.
- Suite Team: $55/month.
- Suite Professional: $115/month.
- Suite Enterprise: Talk to Sales.
Pros
Cons
Feature Comparison
Choosing the right CRM means looking closely at what each platform does best.
Here is a point-by-point feature comparison to highlight the differences and similarities between Zendesk and Capsule CRM.
1. Primary Focus
- Zendesk: Built as zendesk’s customer support software. It excels at managing support tickets and improving the overall customer experience.
- Capsule CRM: A traditional CRM system centered on contact management, sales pipelines, and organizing the sales team’s activities.
2. Sales Pipeline Management
- Zendesk: Sell offers sales tools to manage the sales process with good visibility. It is a robust add-on or a part of the zendesk suite.
- Capsule CRM: Highly intuitive and dedicated to sales pipelines. It is often considered simpler and more user-friendly for tracking sales opportunities.
3. Ticketing System & Help Desk
- Zendesk: Support provides advanced ticketing systems, live chat, and a native help center with a vast knowledge base.
- Capsule CRM: Does not have a dedicated, native help desk or complex ticket systems. Support interactions are handled mainly through customer conversations on contact records.
4. Ease of Use
- Zendesk: Powerful and feature-rich, but it can have a steeper learning curve for new support agents.
- Capsule CRM: Known for its simplicity and user friendly interface, making it quick for a small business to adopt.
5. Reporting and Analytics
- Zendesk: Reporting and analytics zendesk delivers are top-tier, especially for service metrics, offering deep insights into the support team’s performance.
- Capsule CRM: Offers strong reporting features focused on sales pipelines and lead generation, helping the sales team track their progress.
6. Customization and Marketplace
- Zendesk: Offers extensive customization, custom workflows, and a large zendesk marketplace for finding custom apps and other tools.
- Capsule CRM: Allows customization via custom fields and workflow automations, but its third-party app ecosystem is less extensive.
7. Centralizing Customer Data
- Zendesk: Excellent at centralizing customer data related to support requests and support tickets into the agent workspace.
- Capsule CRM: Highly effective at maintaining a unified view of customer data, contact records, and sales history across the crm system.
8. Multilingual Support
- Zendesk: Zendesk offers robust multilingual support, making it ideal for international companies dealing with many customers globally.
- Capsule CRM: Supports multiple languages in the interface, but its global support team tools are less built-out than Zendesk’s.
9. Pricing Model
- Zendesk: Zendesk’s pricing is structured by agent seat, and costs can be higher as you need more features or users.
- Capsule CRM: Capsule CRM cost is generally lower per user, making it a more budget-friendly option for a small business. They also offer a free version for up to two users.
What to Look for When Choosing a CRM Tool?
Choosing the perfect crm means looking beyond the sticker price.
The right crm solution will fit your team’s workflow and help your business processes.
- Core Features: Does the crm solution provide a robust contact management system, lead management, and the ability to manage multiple sales pipelines to track your sales cycle? These are the key features you need.
- Ease of Use & Adoption: Look for an easy capsule or any CRM that is intuitive. If other team members will use a capsule or other solutions, it must be simple to keep track. Poor usability is a leading cause of low user adoption.
- Integrations: A full integration with tools like Google Workspace (or G Suite) and services like Transpond integration are vital. Check for other integrations you might need for email marketing or marketing automation.
- Sales and Marketing: Beyond lead management, look at marketing campaigns features. The CRM should act as one dashboard for all your sales and marketing efforts and help your account manager with account management.
- Security and Reliability: Prioritize security Zendesk-level features. This includes protecting sensitive information, order history, and ensuring minimal costly downtime.
- Total Cost of Ownership: Compare the total cost by looking beyond the user per month price. Factor in add ons, paid plan or paid tiers, and whether you pay annually or are billed annually.
- Reporting and Insights: Ensure the platform can generate reports using reporting tools on all the features. This is crucial for making data-driven decisions.
- Scalability: The CRM must be able to grow with your company. It needs to handle more data and users without having to switch to other solutions or other crms.
- Support & Community: Assess the quality of the vendor’s support and whether they offer community forums or good self-service center articles.
Final Verdict
The choice between these two crm solutions comes down to your focus.
If maximizing customer satisfaction through excellent desk software is your primary goal, Zendesk is the clear choice.
Its robust plan includes features like social messaging and managing business hours for service.
Conversely, for a small team that needs a great tool for keeping track of sales and simple project management, you should use Capsule.
The latest capsule crm review highlights its simplicity and dedicated sales features like project boards.
As unbiased crm providers, we believe the perfect crm fits your company’s core needs first.
More of Capsule CRM
Here’s a brief comparison of Capsule CRM with these software solutions:
- Capsule CRM vs Pipedrive: Capsule CRM offers a simple solution for managing contacts and sales, whereas Pipedrive is a visually driven sales pipeline management tool.
- Capsule CRM vs GoHighLevel: Capsule is easy to use. It helps you manage your contacts and sales process. It is great for keeping things simple and organized. GoHighLevel is a much bigger tool. It has many tools for marketing and sales.
- Capsule CRM vs Keap: Capsule CRM focuses on simplicity and affordability for contact and sales tracking; Keap offers extensive marketing and sales automation features, often at a higher cost.
- Capsule CRM vs ActiveCampaign: Capsule CRM offers solid contact and pipeline management, while ActiveCampaign delivers powerful marketing automation, email campaigns, and advanced segmentation.
- Capsule CRM vs Hubspot: Capsule CRM is a user-friendly, affordable CRM for managing customer interactions; HubSpot provides a vast suite of marketing, sales, and service tools, with free and scalable paid options.
- Capsule CRM vs Clickfunnels: Capsule CRM is a tool for managing customer relationships; ClickFunnels specializes in building sales funnels and optimizing conversion processes.
- Capsule CRM vs Folk: Capsule CRM is a simple contact management solution, whereas Folk emphasizes collaborative contact organization and enrichment with modern features.
- Capsule CRM vs Instantly: Capsule CRM focuses on general contact and sales management; Instantly is tailored for automated cold email outreach and sales engagement.
- Capsule CRM vs Clickup: Capsule CRM is a dedicated CRM solution, while ClickUp is a versatile work management platform that includes CRM functionalities alongside project and task management.
- Capsule CRM vs Monday CRM: Capsule CRM offers simple contact and sales pipeline management; Monday CRM provides highly customizable visual workflows and extensive team collaboration features.
- Capsule CRM vs Insightly: Capsule CRM focuses on ease of use and contact tracking, while Insightly offers a more comprehensive CRM with advanced project management features.
- Capsule CRM vs Freshsales CRM: Capsule CRM prioritizes simplicity in sales and contact management, while Freshsales CRM offers a more robust sales platform with AI-powered insights and advanced analytics.
- Capsule CRM vs Salesforce: Capsule CRM is ideal for small to medium businesses seeking a simple, affordable CRM; Salesforce is an enterprise-grade CRM with extensive customization and scalability for large organizations.
- Capsule CRM vs Zendesk: Capsule CRM focuses on sales and customer relationship management, while Zendesk is primarily a customer service platform that excels in ticketing and support solutions.
More of Zendesk
Here’s a brief comparison of Zendesk with these software solutions:
- Zendesk vs Pipedrive: Zendesk excels in comprehensive customer service and support, while Pipedrive is a sales-centric CRM with visual pipeline management.
- Zendesk vs Gohighlevel: GoHighLevel helps marketing groups and small business owners. It’s a full sales tool. It helps your own business grow. Zendesk is mostly a customer help tool. It helps your support team handle customer questions.
- Zendesk vs Keap: Zendesk specializes in robust customer support and ticketing; Keap offers extensive sales and marketing automation for small businesses.
- Zendesk vs ActiveCampaign: Zendesk is a dedicated customer support platform with ticketing; ActiveCampaign specializes in email marketing automation, lead nurturing, and CRM integration.
- Zendesk vs HubSpot: Zendesk provides strong customer service and support ticketing, whereas HubSpot is a comprehensive suite that encompasses sales, marketing, and service hub features.
- Zendesk vs Clickfunnels: Zendesk is a customer service solution with ticketing and live chat; ClickFunnels is a sales funnel builder for creating landing pages and automating sales.
- Zendesk vs Folk: Zendesk offers powerful customer support for diverse interactions; Folk emphasizes collaborative contact organization and streamlined relationship management.
- Zendesk vs Instantly: Zendesk focuses on customer support and ticket management; Instantly specializes in automated cold email campaigns and lead generation.
- Zendesk vs ClickUp: Zendesk is a customer support system, while ClickUp is a versatile work management platform that can function as a CRM, project management tool, and task tracker.
- Zendesk vs Monday CRM: Zendesk is a customer service platform with ticketing; Monday CRM is a highly visual and customizable workflow management tool with CRM capabilities.
- Zendesk vs Capsule CRM: Zendesk provides robust customer support and ticketing; Capsule CRM is a simplified contact management and sales tracking system.
- Zendesk vs Insightly: Zendesk focuses on customer support and service tickets; Insightly is a more comprehensive CRM with strong sales pipeline and project management features.
- Zendesk vs Freshsales: Zendesk emphasizes strong customer support solutions, while Freshsales CRM is designed for sales automation, deal tracking, and lead management.
- Zendesk vs Salesforce: Zendesk offers a specialized customer service platform; Salesforce is an extensive enterprise-level CRM with broad sales, marketing, and service clouds.
Frequently Asked Questions
Is Zendesk good for small businesses?
Zendesk can be a good option for small businesses, but it depends on your budget and needs. Its lower-tier plans offer essential features, but costs can increase as you scale. Consider if the advanced features are necessary or if a simpler, more affordable CRM might be a better fit initially.
Is Capsule CRM free?
Capsule CRM offers a free trial, allowing you to test the platform before committing. However, it doesn’t have a completely free plan. Their paid plans are tiered, so you can choose one that matches your business size and requirements.
Which is easier to use, Zendesk or Capsule CRM?
Capsule CRM is generally considered easier to use, especially for smaller teams. Its interface is more intuitive and straightforward. Zendesk, while powerful, can have a steeper learning curve, especially if you’re unfamiliar with CRM software.
Does Zendesk integrate with other software?
Yes, Zendesk integrates with a wide range of other software, including popular sales, marketing, and e-commerce tools. This allows you to connect your CRM with your existing workflows and centralize your data.
What is Zendesk used for?
Zendesk is primarily used for customer support. It helps businesses manage customer interactions across multiple channels, track inquiries, and provide efficient support. It also offers sales tools, but its core strength lies in customer service.
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