Top Rated
851 Ratings
Top Rated
512 Ratings
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Score 7.9 out of 100
Top Rated
851 Ratings
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Score 8 out of 100

Feature Set Ratings

    Email & Online Marketing

    6.9

    Salesforce Marketing Cloud Email Studio

    69%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Salesforce Marketing Cloud Email Studio ranks higher in 9/9 features

    WYSIWYG email editor

    7.0
    70%
    2 Ratings
    N/A
    0 Ratings

    Dynamic content

    8.4
    84%
    44 Ratings
    N/A
    0 Ratings

    Ability to test dynamic content

    5.3
    53%
    2 Ratings
    N/A
    0 Ratings

    Landing pages

    4.1
    41%
    2 Ratings
    N/A
    0 Ratings

    A/B testing

    8.2
    82%
    44 Ratings
    N/A
    0 Ratings

    Mobile optimization

    7.3
    73%
    2 Ratings
    N/A
    0 Ratings

    Email deliverability reporting

    8.0
    80%
    6 Ratings
    N/A
    0 Ratings

    List management

    7.5
    75%
    3 Ratings
    N/A
    0 Ratings

    Triggered drip sequences

    6.7
    67%
    3 Ratings
    N/A
    0 Ratings

    Reporting & Analytics

    4.3

    Salesforce Marketing Cloud Email Studio

    43%

    Zendesk Support Suite

    Feature Set Not Supported
    N/A
    Salesforce Marketing Cloud Email Studio ranks higher in 3/3 features

    Dashboards

    5.3
    53%
    2 Ratings
    N/A
    0 Ratings

    Standard reports

    4.9
    49%
    3 Ratings
    N/A
    0 Ratings

    Custom reports

    2.7
    27%
    2 Ratings
    N/A
    0 Ratings

    Incident and problem management

    Salesforce Marketing Cloud Email Studio

    Feature Set Not Supported
    N/A
    6.7

    Zendesk Support Suite

    67%
    Zendesk Support Suite ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    7.0
    70%
    88 Ratings

    Expert directory

    N/A
    0 Ratings
    5.8
    58%
    55 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    5.8
    58%
    62 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    6.2
    62%
    58 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    7.9
    79%
    89 Ratings

    Ticket response

    N/A
    0 Ratings
    7.7
    77%
    88 Ratings

    Self Help Community

    Salesforce Marketing Cloud Email Studio

    Feature Set Not Supported
    N/A
    6.4

    Zendesk Support Suite

    64%
    Zendesk Support Suite ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    6.5
    65%
    75 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    6.3
    63%
    70 Ratings

    Multi-Channel Help

    Salesforce Marketing Cloud Email Studio

    Feature Set Not Supported
    N/A
    6.3

    Zendesk Support Suite

    63%
    Zendesk Support Suite ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    6.5
    65%
    69 Ratings

    IVR

    N/A
    0 Ratings
    4.8
    48%
    29 Ratings

    Social integration

    N/A
    0 Ratings
    6.4
    64%
    54 Ratings

    Email support

    N/A
    0 Ratings
    7.3
    73%
    85 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    6.8
    68%
    64 Ratings

    Attribute Ratings

    • Salesforce Marketing Cloud Email Studio is rated higher in 2 areas: Likelihood to Recommend, Availability
    • Zendesk Support Suite is rated higher in 5 areas: Likelihood to Renew, Usability, Performance, Support Rating, Implementation Rating

    Likelihood to Recommend

    7.3

    Salesforce Marketing Cloud Email Studio

    73%
    67 Ratings
    6.9

    Zendesk Support Suite

    69%
    127 Ratings

    Likelihood to Renew

    8.9

    Salesforce Marketing Cloud Email Studio

    89%
    18 Ratings
    10.0

    Zendesk Support Suite

    100%
    39 Ratings

    Usability

    7.8

    Salesforce Marketing Cloud Email Studio

    78%
    2 Ratings
    9.9

    Zendesk Support Suite

    99%
    19 Ratings

    Availability

    9.0

    Salesforce Marketing Cloud Email Studio

    90%
    2 Ratings
    8.6

    Zendesk Support Suite

    86%
    26 Ratings

    Performance

    2.0

    Salesforce Marketing Cloud Email Studio

    20%
    4 Ratings
    8.0

    Zendesk Support Suite

    80%
    20 Ratings

    Support Rating

    1.0

    Salesforce Marketing Cloud Email Studio

    10%
    10 Ratings
    8.2

    Zendesk Support Suite

    82%
    49 Ratings

    In-Person Training

    Salesforce Marketing Cloud Email Studio

    N/A
    0 Ratings
    10.0

    Zendesk Support Suite

    100%
    1 Rating

    Online Training

    Salesforce Marketing Cloud Email Studio

    N/A
    0 Ratings
    7.9

    Zendesk Support Suite

    79%
    9 Ratings

    Implementation Rating

    7.9

    Salesforce Marketing Cloud Email Studio

    79%
    4 Ratings
    9.0

    Zendesk Support Suite

    90%
    35 Ratings

    Configurability

    Salesforce Marketing Cloud Email Studio

    N/A
    0 Ratings
    9.3

    Zendesk Support Suite

    93%
    3 Ratings

    Product Scalability

    9.0

    Salesforce Marketing Cloud Email Studio

    90%
    1 Rating

    Zendesk Support Suite

    N/A
    0 Ratings

    Likelihood to Recommend

    Salesforce

    It's great for large field sales organizations that lack the ability to automate email sends that are consistent and on-brand. The idea of templated emails (with the ability to build custom emails) really helps keeps the look-and-feel of each email similar to what the rest of the organization is sending to customers or prospects. This isn't the solution that you'd need if you are looking for an automation tool that easily integrates into other marketing channels. The dynamic content feature is lagging far behind other tools in the space.
    Read full review

    Zendesk

    Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
    Read full review

    Pros

    Salesforce

    • Sends client confirmations when they subscribe to a newsletter, sign up for a conference, or place an order with our company (SourceMedia). We don't have to hire an agency to send these for us.
    • Manages newsletter subscriptions and allows us to deploy on specific dates/times.
    • Helps us discover and manage the correct audience base per newsletter, and automates the distributions so we don't have to do it manually.
    Read full review

    Zendesk

    • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
    • Zendesk makes it easy for users to indicate if they are available to respond or not.
    • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
    Read full review

    Cons

    Salesforce

    • Deliverability reports - before sending emails they are checked for known issues and deliverability performance. The SFMC offering is ok but could be better. There additional software that can be purchased which should be included as part of the offering
    • SF should make it easier to integrate other clouds i.e commerce cloud and service cloud. The implementation of commerce cloud has improved but I still feel there is a way to go
    Read full review

    Zendesk

    • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
    • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
    • Set a timer for tickets to reopen on a more individual ticket basis.
    Read full review

    Pricing Details

    Salesforce Marketing Cloud Email Studio

    Starting Price

    $400 per month

    Editions & Modules

    Salesforce Marketing Cloud Email Studio editions and modules pricing
    EditionModules
    Basic$4001
    Pro$12502
    Corporate$37503
    EnterpriseRequest a quote Priced based on contact and message volume4

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Every license includes two-day response time, our customer support community, interactive webinars, events, guided journeys, and more.

    Zendesk Support Suite

    Starting Price

    $19 per agent/month billed annually

    Editions & Modules

    Zendesk Support Suite editions and modules pricing
    EditionModules
    Suite Team$49.001
    Suite Growth$79.002
    Suite Professional$99.003
    Suite Enterprise$150.004
    Additional Enterprise-Ready Plans, starting at...$215.005
    Support Team (Foundational Support Only)$19.006

    Footnotes

    1. per agent/month billed annually
    2. per agent/month billed annually
    3. per agent/month billed annually
    4. per agent/month billed annually
    5. per agent/month billed annually
    6. per agent/month billed annually

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    Optional

    Additional Details

    Likelihood to Renew

    Salesforce

    Exact Target has an exceptional team with great customer care. Whenever we have a question or concern they are timely in addressing it. They also perform annual reviews in person that provides us with market trends, new tools and features, performance metrics, and new content recommendations. We evaluate this by local market and at the international level
    Read full review

    Zendesk

    There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
    Read full review

    Usability

    Salesforce

    I think the tool is easy to use, protects a company from the spam legislation and manages subscribers very well. It is simple to create a non-complex email. I like the survey function on the email tool as well. Overall usability is quite easy and no necessary to have an IT background or extensive knowledge to use. It is helpful, though, to have an understanding of HTML for formatting at this point.
    Read full review

    Zendesk

    As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
    Read full review

    Reliability and Availability

    Salesforce

    Upgrades and timing of the upgrades were communicated well and planned during off hours for our work. If we did have a campaign scheduled during that time, it would kick-off after the system was back active. There were a few unplanned system down times, but it was a rare occurrence and those times were also short in duration.
    Read full review

    Zendesk

    In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
    Read full review

    Performance

    Salesforce

    This software is extremely limiting. The layouts don't give much flexibility and take a long time to set up. If you aren't a designer or know html (like me), the emails look unpolished and amateur. It takes forever for me to make revisions and sometimes when I send the test email, it looks completely different in the software vs. how the message looks in my inbox. Fonts are different sizes and aren't aligned properly, etc. The whole platform is pretty clunky and not very user friendly. The reports are pretty good - however there isn't much you can do when viewing the info. Ex: If you have 200 "Did Not Open" emails, there isn't an easy way to just click and quickly resend to this group. I like that it can sync with Salesforce.com - but I have no idea how to set that up in my account. Out of frustration I have been using Constant Contact which has easy to use drag and drop features, built-in templates I can choose from, survey/coupon/registration tools, tagging and responsive reporting. My company's creative agency even prefers Constant Contact vs. Marketing Cloud. I still have to enter www.exacttarget.com (the old address) to log on. Wondering when they will change it to the new name, which I don't like using. Exact Target is so much easier to say. Salesforce Marketing Cloud just doesn't roll off the tongue and - just like the software - is clumsy and awkward, so I just keep calling it Exact Target. Overall, pretty much dissatisfied with Exact Target and have pretty much stopped using it. Although I know eventually I will have to go back to it at some point since my company has invested in the automation features and we will have to use it for our marketing.
    Read full review

    Zendesk

    There has been minor performance degradation on a very few days out of the two years I have been using the product.
    Read full review

    Support Rating

    Salesforce

    They're fast and knowledgeable. You will always know what's the status of your request and they usually follow up with phone calls to ask you questions or provide updates. Sometimes it takes them a couple of days to investigate, especially if you have custom "situations" like my company usually does but at least they are very good at managing time expectations.
    Read full review

    Zendesk

    Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.
    Read full review

    Online Training

    Salesforce

    No answers on this topic

    Zendesk

    Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
    Read full review

    Implementation Rating

    Salesforce

    Easy to implement, with simple emails and solutions initially created. More advanced usage of the tool and more advanced subscriber attribute usage was implemented during later phases when the knowledge of the tool increased. Monitoring success and results of email campaigns were done at a high level initially, but not fully used until the tool and email marketing as a whole was better understood in the corporation.
    Read full review

    Zendesk

    I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

    The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
    Read full review

    Alternatives Considered

    Salesforce

    I have used Epsilon and I have evaluated Silverpop, e-Dialogue and Yesmail. From my analysis Salesforce MC is far more superior in flexibility, scalability and freedom to custom built initiatives. The AMPscripting is one of the driving forces in allowing the previous mentioned abilities. However, I can see from a marketers perspective where they simply want to send emails and segment easily. But given that effective email marketing requires a lot of different components and there is no simple way of doing it and I found that most companies that offer the out of the box solutions do a good job but there is no one size fits all and if you are trying to be really good at it which includes integrating your business such as registration, stats, CMS, API, etc. This is a much better solution.
    Read full review

    Zendesk

    I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
    Read full review

    Scalability

    Salesforce

    We had approximately 20,000 recipients of most email campaigns, with some higher amounts and some smaller campaigns. The tools is easy to use and the recipient list size is really not a factor in the complexity or work to create and email campaign. Our campaigns could just have easily been sent to many more people, with virtually no additional work.
    Read full review

    Zendesk

    No answers on this topic

    Return on Investment

    Salesforce

    • Better execution/monitoring - when multiple steps are involved, IMH is great at dashboarding.
    • Facilitates exploratory campaigns - it is great at instilling confidence when you're trying a new facet of a campaign, due to the process transparency.
    • Cloud - can be a double-edged sword. Allows for on the go access, but isn't truly mobile-friendly, and can sometimes sputter. But certainly will improve with time.
    Read full review

    Zendesk

    • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
    • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
    • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
    Read full review

    Screenshots

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