This document outlines the key differences between Customer Relationship Management (CRM) systems and help desk systems, describing their functions and benefits. CRM systems focus on managing customer relationships and sales processes, while help desk systems are designed to streamline customer support operations and issue resolution. It also provides examples of popular CRM and help desk solutions along with average pricing for both types of systems.

1. HELP-DESK-MIGRATION.COM
CRM vs Help Desk:
What is the Difference?
Fundamentals, differences, examples & pricing

2. What’s a CRM system?
The CRM system centralizes all
customer information,
including personas, company
details, deals, and interactions,
in one place.
A customer relationship
management, aka CRM
system, is a platform designed
to manage and organize your
relationships with current
customers and leads.
It aims to ensure efficient
service delivery and
streamlined communication
across all departments,
enhancing customer
satisfaction.

3. What’s a help desk?
The help desk system
automates responses, provides
analytics, enables self-service
options, offers advanced
support features, and even
provides tools for
customer acquisition.
A help desk system is a
platform, either cloud-based
or on-premise, designed to
help agents serve
customers quickly and
effectively.
It aims to streamline
customer support
operations, manage service
requests, prioritize tasks, and
ensure timely resolution of
customer issues.

4. Differences Between
CRM vs Help Desk
Manages customer relationships
by centralizing and organizing
information about customers and
leads, helping teams in sales,
marketing, and customer service
nurture these relationships.
CRM system
Focuses on customer support by
using this information to manage
and resolve service issues and
tickets efficiently, ensuring a
seamless experience for
customers.
Help Desk system
A help desk system looks similar to
a CRM but isn't identical. While
CRMs streamline overall customer
interaction, help desks enhance
support capabilities and issue
resolution.
CRM vs Help Desk

5. Consolidates all customer
information in one place.
Streamlines sales processes and
boosts revenue.
Enables personalized campaigns for
higher engagement.
Provides valuable insights for
strategic planning.
Helps personalize interactions and
anticipate needs.
Benefits of CRM

6. Benefits of help desk
Omnichannel support for consistent
experiences across channels.
Empower teams with tools for quick
issue resolution.
Adapt to changing support needs
as your business grows.
Offer analytics for data-driven
optimizations and service improvements.
Automate ticket processes for
quicker resolution.

7. Examples of CRM Systems
Salesforce CRM HubSpot CRM
Recognized for its
versatility and scalability,
the Salesforce CRM
platform helps businesses
manage customer data,
sales operations, and
marketing campaigns.
Microsoft
Dynamics CRM
Zoho CRM
HubSpot CRM is widely
recognized for its user-
friendly interface and
integration capabilities
with marketing, sales, and
service tools, making it a
popular choice.
A robust CRM platform
that offers integration with
Microsoft's suite of
business apps, making it
an attractive option for
enterprises seeking an all-
in-one solution.
Zoho CRM is known for its
affordability and extensive
feature set, with modules
for sales automation,
marketing automation,
customer support, and
analytics.

8. Control each stage of
deals with business
process automation,
assigning tasks, and
receiving notifications
in real-time.
Predict leads, improve sales
strategy, and review previous
decisions with accurate sales
forecasting.
Run your business
remotely with access to
CRM data, task
management,
communication tools, and
file sharing via mobile
devices.
Control team
productivity, sales
details, and task
management,
accessing
customizable graphs
via a single control
panel or dashboard.
Salesforce
Store, manage, and analyze
data centrally, ensuring up-
to-date information about
customers and facilitating
order processing.
An Example of CRM

9. Examples of Help Desks
Zendesk Freshdesk
Offers a comprehensive
suite of customer support
tools, including ticket
management, self-service
options, live chat, and
analytics, catering to
businesses of all sizes.
Intercom Kayako
A help desk solution which
comes with omnichannel
ticket management, a
knowledge base, AI
chatbots, extensive
reporting and analytics, and
an extensive library of
integrations.
A customer messaging
platform that offers help
desk functionality
alongside live chat, bots,
and targeted messaging,
enabling real-time
engagement and
personalized support.
Offers help desk and live
chat software with features
for ticket management,
self-service, automation,
and customer insights. It
serves businesses looking
for a customizable and
scalable solution.

10. Offer support across
various communication
channels like email,
chat, phone, and social
media.
Provide customers with resources
for self-help and issue resolution.
Effortlessly manage
customer inquiries and
support tickets.
Engage with customers
in real-time through live
chat assistance.
Zendesk
Compile detailed reports
and predict user behavior
patterns for informed
decision-making.
An Example of Help Desk

11. Average help desk price — 50$ agent/month
Average CRM price — 40$ agent/month
Pricing
CRM vs Help Desk
While CRMs tend to be slightly cheaper, the
price difference isn't significant.
However, it's worth noting that these
averages are based on a selection of top-tier
solutions, which tend to offer more robust
features.
For businesses seeking more cost-effective
options, it's possible to find alternatives with
similar functionalities at lower prices for help
desk systems and CRMs.
If your business requires both CRM and help
desk functionalities to enhance productivity,
consider exploring integrated solutions that
offer the benefits of both in a single
platform.

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CRM OR HELP DESK — WHAT’S THE DIFFERENCE ANYWAY?
Discover more about the differences between
CRM and help desk systems in our article.