Board and Zendesk are products competing in the domains of business intelligence and customer service management, respectively. Zendesk seems to have the upper hand in features, appealing to users who value its comprehensive tools over Board's pricing advantage.
Features: Board's valuable features include data analytics capabilities, customized reporting, and integrated business planning. Zendesk offers multichannel support, automation, and workflow management.
Room for Improvement: Board could improve in simplifying its implementation process, enhancing user interface usability, and integrating real-time collaboration features. Zendesk may benefit from refining its customization options, improving data migration processes, and expanding integration capabilities.
Ease of Deployment and Customer Service: Board requires a tailored approach for deployment due to its complexity but offers available support. Zendesk provides a straightforward deployment model with robust customer service, making it more accessible due to its simplicity and support mechanisms.
Pricing and ROI: Board presents a flexible pricing model but with a higher initial setup cost that might delay ROI. Zendesk features a competitive pricing structure offering a quicker ROI thanks to its ease of use and rapid implementation, appealing to those seeking budget efficiency.
It's hard for me to gauge the monetary benefits, but the time saved in budgeting and forecasting processes indicates a definite bonus.
I can tell you that we probably saved at least three employees full-time with the ticket management and the automation and the macros and the user follow-up being built in.
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
We were able to offer a seamless 24/7 support experience and meet all our SLAs due to the robust nature of the platform.
As long as I go through my account manager, I receive very good support.
There appears to be a lack of connection between the bot and the agents, making it feel scripted rather than helpful.
The technical support provided by Zendesk has been very satisfactory.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
We have not hit a peak or a turn yet that Zendesk has not been able to go with us or been able to grow with us in the process, change or pivot that the company is making.
Zendesk can scale from very small companies to very large ones.
Zendesk's scalability is excellent.
Board's stability is excellent, with uptime around ninety-nine point nine percent, and I have not experienced any issues.
They are always informing us with a status update and an ETA, and the turnaround time is usually within the same day with no extended downtime that would cause a detriment to our company.
Zendesk is quite stable; we experience major outages only once or twice a year, making it very reliable.
The stability has been quite reliable.
If the design isn't right, the flexibility of Board can negatively impact performance.
Zendesk could actually support HTML on the tickets so we could format our text better than the current options such as size, bold, italic, or underscored, because the text processing is too simple.
Zendesk is missing an AI aspect that could help provide quick answers based on the knowledge housed within the platform.
Zendesk is amazing, and because they are always working on a new upgrade or a new integration, they are very forward-thinking from an engineering perspective.
It is not the cheapest solution nor the most expensive, but it provides value for money.
The experience with pricing, setup cost, and licensing for Zendesk was quite expensive.
Our budgeting and forecasting processes support around three hundred twenty users who would otherwise rely on Excel, making Board invaluable for saving time.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
Zendesk is way cheaper than other ITSM platforms such as ServiceNow, providing a good platform at a lower price so we could offer good support with a low budget for the license.
Being able to put response counters on certain tickets and have certain ones that are high priority and have a tighter SLA than lower priority items, being able to categorize them as a question versus an urgent request, and being able to bucket them as feature requests or product enhancements.
| Product | Market Share (%) |
|---|---|
| Zendesk | 0.9% |
| Board | 1.3% |
| Other | 97.8% |
| Company Size | Count |
|---|---|
| Small Business | 13 |
| Midsize Enterprise | 12 |
| Large Enterprise | 8 |
| Company Size | Count |
|---|---|
| Small Business | 35 |
| Midsize Enterprise | 20 |
| Large Enterprise | 11 |
BOARD International - headquartered in Switzerland - is a leading global provider of software for improving business results through better decision making. By unifying Business Intelligence and Corporate Performance Management into a single product, BOARD enables companies to achieve a shared vision of their performance across the entire organization, and thus a single version of the truth.
BOARD provides seamless solutions for • Reporting & Analysis • Budgeting, Planning & Forecasting • Profitability Modelling & Optimization • Simulation & What-if-Analysis • Scorecarding & Strategy Management • Financial Consolidation. Based on visual modelling, BOARD has enabled global companies to deploy BI and CPM applications without a single line of code in a fraction of the time and cost associated with traditional solutions.
Zendesk Support is intuitive, and it's built with support agents in mind. Everything they need lives in a single, dynamic help desk interface so it's easy to be productive and manage customer interactions.
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