Compare KANA Enterprise, Salesforce Service Cloud, and Zendesk Support

 
Salesforce Service Essentials
$ 25 USD Per user/month (billed annually)
Essential
$5 /month
 
Lightning Professional
$ 75 USD Per user/month (billed annually)
Team
$19 /month
 
Lightning Enterprise
$ 150 USD Per user/month (billed annually)
Professional
$49 /month
 
Lightning Unlimited
$ 300 USD Per user/month (billed annually)
Enterprise
$99 /month
 
Free Trial
Free Trial
Free Trial
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Meets RequirementsSee More
Meets RequirementsSee More
8.2
(Based on 11 reviews)
8.6
(Based on 1,314 reviews)
8.8
(Based on 1,276 reviews)
Ease of UseSee More
Ease of UseSee More
8.5
(Based on 11 reviews)
8.2
(Based on 1,316 reviews)
8.7
(Based on 1,280 reviews)
Ease of SetupSee More
Ease of SetupSee More
6.8
(Based on 7 reviews)
7.7
(Based on 577 reviews)
8.3
(Based on 605 reviews)
Ease of AdminSee More
Ease of AdminSee More
7.0
(Based on 7 reviews)
8.1
(Based on 582 reviews)
8.4
(Based on 628 reviews)
Quality of SupportSee More
Quality of SupportSee More
7.8
(Based on 8 reviews)
8.2
(Based on 1,157 reviews)
8.5
(Based on 1,088 reviews)
Ease of Doing Business WithSee More
Ease of Doing Business WithSee More
7.0
(Based on 5 reviews)
8.5
(Based on 567 reviews)
8.6
(Based on 589 reviews)
Product Direction (% positive)See More
Product Direction (% positive)See More
7.1
(Based on 11 reviews)
8.0
(Based on 1,296 reviews)
7.8
(Based on 1,268 reviews)
Small-Business (50 or fewer emp.)
Small-Business
(50 or fewer emp.)
0.0%
25.3%
38.8%
Mid-Market (51-1000 emp.)
Mid-Market
(51-1000 emp.)
10.0%
41.0%
44.8%
Enterprise (> 1000 emp.)
Enterprise
(> 1000 emp.)
90.0%
33.8%
16.4%
 
Information Technology and Services
18.8%
Information Technology and Services
14.6%
Computer Software
18.0%
 
Telecommunications
12.5%
Computer Software
14.5%
Information Technology and Services
15.2%
 
Retail
12.5%
Internet
8.3%
Internet
10.6%
 
Outsourcing/Offshoring
12.5%
Hospital & Health Care
3.6%
Marketing and Advertising
5.0%
 
Insurance
12.5%
Financial Services
3.4%
Telecommunications
3.3%
 
Other
31.3%
Other
55.6%
Other
47.9%
Most Helpful Favorable Review
Most Helpful Favorable Review
Joshua P. K.
Administrator in Consumer Electronics

Prior to KANA Enterprise, we used several different systems. This required our associates to log into any number of sites and programs during the course of the day. As we've continued to build out our iteration of KANA Enterprise, we've been steadily...

G2 Crowd User in Online Media

Desk.com is one of the most popular customer service platforms. It has a large userbase, ready to answer your questions; an established company (Salesforce) committed to improving and supporting the product; and it integrates with over a dozen third-party...

Abbey S.
Administrator in Education Management

The product evaluation, decision making and implementing process with Zendesk was true to the company's brand: Zen. I evaluated 5 other competing products and chose Zendesk for its reliability and scalability, in addition to exceptional customer service and...

Most Helpful Critical Review
Most Helpful Critical Review
G2 Crowd User in Insurance

Awful, clunky, outdated. Hard to customize. Expensive. Does not work well on non IE browsers

Josh E.
User in Computer Software

The Next Gen Agent is rather complicated and it seems kind of difficult to use. Also, it doesn't seem to understand to combine certain tickets (such as those starting with "Re:") so we have to do that manually. It is also rather annoying that the Next Gen...

Matthew W.
Administrator in Computer Software

After the setup, and things were going smoothly, they ended up getting really bad. Our web application would send out an email with data from a signup form anytime someone signup up for our SaaS product. Things would be going fine, then Zendesk would decide...

 
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Kate from G2 Crowd

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