Clarity SM and Zoho Desk compete in the service management solutions category. Zoho Desk appears to have the upper hand due to its strong social media integration and cost-effective pricing model, offering more flexibility for modern IT needs.
Features: Clarity SM excels with extensive customization and integration capabilities, supporting SLAs and KPIs, making it ideal for IT environments. It is notable for its asset management utilities. Zoho Desk, however, shines with strong social media integration and a user-friendly ticketing system, offering powerful automation to manage customer inquiries efficiently across numerous channels.
Room for Improvement: Clarity SM could improve its interface and reporting features, along with broader third-party integration options. Its complexity and customization ease need addressing. Zoho Desk might enhance its IT service management support and tool integration, plus provide improved analytics and more robust service management functionalities.
Ease of Deployment and Customer Service: Clarity SM is primarily on-premises, demanding substantial IT resources, offering significant customization but varying technical support. Zoho Desk allows flexible cloud deployment, enabling swift setups with high satisfaction rates and proactive customer support.
Pricing and ROI: Clarity SM targets larger enterprises with its high-cost, complex licensing model, promising savings through concurrent user licensing. Zoho Desk offers an economical subscription model with various integrations under Zoho One, recognized for its cost-effectiveness and value for growing businesses.
The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.
the experience was satisfactory
I find the response time in emails to be very good, and the solutions provided are simple.
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
The pricing for each user is around $350, with penalties if not all users in a company are licensed.
The price point is a concern.
Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.
The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.
Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.
Learn More: https://www.ca.com/us/products...
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.
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