SPRINKLR Vs ZENDESK

Q: When do you opt for a Zendesk alternative?

You should opt for a Zendesk alternative: When you seek a true omnichannel CX: For Zendesk, Care is only one aspect of CX. Disjointed integration with tools and channels leads to point solution chaos that hinders positive customer experiences. Not having a unified CXM decreases customer happiness. When frictionless agent experience is a priority: Zendesk’s agent assistance is rudimentary, limited to a few workflows and productivity boosters. Building workflows and triaging information translates into a frustrating agent experience. When personalized support at scale is important: If you are a growing business with new markets, channels and technology partners, Zendesk is not the ideal software for you. It relies on external apps and add-ons for data integration, which deters support personalization big time. When you value transparency: Nobody likes to associate with a company that nickels and dimes its customers for every new feature or channel they add (Zendesk’s own words). Point to note: If you are a Zendesk user, you can migrate fearlessly and painlessly to Sprinklr Service{{Customer Service Platform}} . We integrate natively with Zendesk KB and Zendesk CRM, so your data, cases and insights will be preserved 100%.

Move over Zendesk. Customer service gets a new meaning with Sprinklr.

Zendesk represents a bygone era in customer support. Amaze your customers with fast, personalized support on all channels with Sprinklr — a disruptor in CX.

Sprinklr is trusted by the world's biggest brands

We'll be honest, Zendesk had a good run. But customers today need more than just a helpdesk solution.

Customers expect you to know them, regardless of where they contact you

Expand your reach to 15+ channels. Provide personalized support and listen for feedback so you treat your customers as individuals, not as tickets.

Digital savvy customers demand effective resolutions, delivered fast

Power your CX with the most advanced AI in the industry. Identify support opportunities, predict customer sentiment, and deflect tickets to super-quick chatbots.

Your agents need a change too. Reduce their busy work with more powerful tools.

Declutter your agents’ inboxes with a unified agent console that helps prioritize issues and provides guided workflows to resolve issues faster.

Customer support is moving to social and digital channels. And Zendesk can’t keep up.

Sprinklr Service offers out-of-the-box integrations for every support channel.

Be present on more than 15 channels across traditional, social, messaging, and review platforms to serve customers across regions, age groups, and preferences with Sprinklr Service omnichannel capabilities.

Our AI is 80% more accurate than Zendesk’s

Power up each stage of your support lifecycle with Sprinklr’s AI.

Leverage Sprinklr’s AI to detect spam messages across channels and predict customer sentiment to prioritize issues. Keep your agents focused on high-value tickets by utilizing conversational AI bots.

Zendesk offers limited chatbot sessions. And added 3rd party subscription costs. We don’t.

Provide unlimited resolutions with native bots, priced with your needs in mind.

Deploy AI-enabled and rule-based chatbots across all social, messaging, and digital platforms in a single click and deflect simple queries round the clock without worrying about your subscription cost. With Sprinklr, you enjoy limitless bot sessions and resolutions.

Stay atop conversations with integrated social listening. Beats Zendesk any day.

Listen to your customers on all channels, not just on incoming tickets.

Unlike Zendesk, we believe customers deserve prompt support, wherever they are. Sprinklr’s social listening helps you listen to customer feedback everywhere — on review sites and social media — to proactively deliver moments of delight.

Don’t take our word for it.

Try Sprinklr for 30 days.

Sign up for the Sprinklr advantage

10B+

Predictions per day

100M+

Training data points

50M

Businesses & consumers handled by AI per day

60+

Industry verticals and sub verticals

750+

Pre-built AI Models

500+

Customer-specific models

50+

Global languages

100%

Best-in-class accuracy

1000+ industry-specific use cases supported

Sprinklr vs. Zendesk: Features Comparison

PARAMETERS

SPRINKLR

ZENDESK

Social Listening

Yes

No

Channels Coverage

15+ native channels

11 channels with native and 3rd party integrations

Agent console

Easy-to-use & intuitive

Complex, requires training

Omnichannel  bots

Yes
 On social, messaging, and digital platforms

Limited
 Few channels

Bots Pricing

Unlimited answers

Charged by answer count

Omnichannel workload assignment

Strong and Elaborate
 Robust ticket queue management and capacity-planning 

Non-native and primitive
 3rd-party app for capacity planning and queue management in beta

Dark mode

Native

3rd-party Chrome  extension

Industry experts vouch for Sprinklr’s path-breaking products

Sprinklr Service delivers up to 210% ROI

"With Sprinklr, there is no need to make the hard choice between best-of-breed functionality and a single interface."

Read analyst reports

G2 Top 50 Products for Customer Service

“The only way for your business to connect on social. Sprinklr has a simple interface. Love it!”

Read user reviews

Make an easy switch to Sprinklr Service with our free and personalized onboarding

Zendesk Blade 10 - Make an easy switch to Sprinklr Service Image

Frequently asked questions

How is Sprinklr better than Zendesk?

Sprinklr is an all-in-one customer support solution, not merely a ticketing solution like Zendesk. Built atop the world’s only unified customer experience management platform and powered by the industry-best AI engine, Sprinklr powers your entire support offering – from proactive to self-serve to agent-led.

It integrates 30+ traditional and digital channels, including the non-mainstream ones, without requiring external connectors. Sprinklr’s advanced AI can filter out spam messages, tag messages by priority and route them to the best-fit agents – with zero manual effort. With Sprinklr’s zero-code chatbots and generative AI integration, you can deliver quick, personalized and relevant support every time, everywhere.

Which features differentiates Sprinklr from its competitor Zendesk?

The top features that differentiate Sprinklr from Zendesk are:

Zendesk supports 21 channels and no unified CXM. Sprinklr supports 30+ channels and unified CXM with marketing, ads and insights.
Zendesk offers basic agent assistance in the form of Agent Workspace and Side Conversations. Sprinklr takes it a step further with AI-powered Guided Workflows that empower agents to deliver lightning-fast resolutions.
Sprinklr comes with integrated proactive listening that spots real-time opportunities to provide support before the customer expects it. Zendesk doesn’t.
Zendesk offers an open marketplace of external apps for integration. Sprinklr has a robust ecosystem of official integrations and partnerships with channels and other technology companies.

Why is Sprinklr a stronger alternative compared to Zendesk?

Sprinklr is a stronger alternative compared to Zendesk owing to its:

Unified architecture: No doubt, Zendesk has had a good run with its marketplace of 1000+ apps and easy add-ons. However, Sprinklr is built from the ground up with a unified architecture that doesn’t require any additional apps. Being the official technology partner of 30+ channels and countless software companies, Sprinklr has first-hand access to terabytes of unstructured public data and customer insights reports that arms your customer-facing teams with a 360-degree customer view.
Out-of-the-box workflows: It’s true that ZD offers countless workflows, but that’s only for routine use cases. For complex cases, workflows will need to be designed from scratch. Plus, Zendesk’s workflows are impervious to customer effort and experience, focusing on speed than quality, which is not the case with Sprinklr. Our platform-wide automation and guided workflows can be configured in minutes and customized with a few clicks.
Complete CXM package: Zendesk has carved a niche in the helpdesk space, but it’s still a basic customer support tool at the end of the day. Sprinklr is a comprehensive customer experience platform that enables your sales, marketing and support teams - to work in unison and deliver a memorable customer experience that drives loyalty, retention and revenue growth.
AI in the DNA: Zendesk’s own AI is narrowly applied to certain use cases such as suggested answers and chatbots. Plus, it relies heavily on external AI tools for sentiment analysis. Sprinklr lives and breathes AI, applying it to all use cases and functions. It’s the only support software that offers AI-powered proactive listening as a core customer support offering, enabling you to detect negative sentiment and support issues before they become tickets.

When do you opt for a Zendesk alternative?

You should opt for a Zendesk alternative:

When you seek a true omnichannel CX: For Zendesk, Care is only one aspect of CX. Disjointed integration with tools and channels leads to point solution chaos that hinders positive customer experiences. Not having a unified CXM decreases customer happiness.
When frictionless agent experience is a priority: Zendesk’s agent assistance is rudimentary, limited to a few workflows and productivity boosters. Building workflows and triaging information translates into a frustrating agent experience.
When personalized support at scale is important: If you are a growing business with new markets, channels and technology partners, Zendesk is not the ideal software for you. It relies on external apps and add-ons for data integration, which deters support personalization big time.
When you value transparency: Nobody likes to associate with a company that nickels and dimes its customers for every new feature or channel they add (Zendesk’s own words).

Point to note: If you are a Zendesk user, you can migrate fearlessly and painlessly to Sprinklr Service. We integrate natively with Zendesk KB and Zendesk CRM, so your data, cases and insights will be preserved 100%.

What problem does Sprinklr solve?

Sprinklr enables large and mid-sized enterprises to provide reactive and proactive customer support on diverse channels and distributed teams. With a robust suite of AI-powered tools built atop a unified customer experience platform, Sprinklr caters to mainstream and non-mainstream channels such as email, social, live chat, SMS, voice and more. Robust analytics, AI-driven productivity boosters and unified data equips your practitioners and decision-makers to deliver quick resolutions with unmatched accuracy and relevance.

Zendesk vs. Sprinklr: Which tool is preferred by enterprise customers?

Zendesk for Service is an SMB-focused product that is just foraying into the enterprise segment. Sprinklr, on the other hand, is a legacy enterprise player with the infrastructure, support and compliance that large businesses seek.

For enterprises seeking an all-encompassing solution, Sprinklr stands out as the preferred choice compared to Zendesk.

Sprinklr's unified platform integrates social data with other customer touchpoints, empowering businesses with a holistic view of their audience
With a strong industry focus, Sprinklr serves as a strategic partner for enterprises, offering solutions customized to cater to their unique requirements and challenges

Moreover, Sprinklr stands out with its advanced AI capabilities, enabling more efficient social media management and analytics compared to Zendesk.

Ready to take Sprinklr on a free spin?

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