We performed a comparison between Espressive Barista and Zoho Desk based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The solution is available to support us instantly as required."
"The most valuable feature is its scalability."
"With respect to its natural language processing capabilities, it recognizes things that you wouldn't think it would recognize. Even in cases where it doesn't, it's pretty easy to go in and make the adjustments that are needed."
"When it comes to neutral language processing and conversational AI, it's very good, very solid... We all have different ways of speaking or writing in English and the application does a very solid job of recognizing what's being asked regardless of how it's being asked."
"The bot is pretty easy to update and keep up to date. Espressive itself is pretty easy to work with."
"Our developers have used the Barista Control Center to extend the platform by adding content, and they've found it fairly easy to do and manage"
"We have the ability to alter phrases, create new phrases, or enhance phrases, or change paths. From the dashboard, we are able to get a lot of information we need about what people are asking, where they are dropping off from conversations, and where they do not get the information they need."
"Its ability to recognize phrases has gotten smarter over time."
"The most valuable features of Zoho Desk are the user interface, pricing, and how they customize the solution for us."
"The most valuable feature of Zoho Desk is the parent and child task management feature."
"The initial setup is easy."
"The solution doesn't have any bugs."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The product is quite stable."
"It is a scalable platform."
"The most valuable feature of generating the ticket through the web form and for the e-mailers. So, if you are facing any issues, by the ticket, you can generate the issue in Google Test."
"What would make things easier is more detail, out of the box, about what is helping out of the box. We're struggling a little bit to get that data. We want more information about what Barista has brought in that the employees are using, out of the box. We want more visibility into the things that we ourselves haven't done the interaction for."
"The knowledge management could definitely be improved."
"Espressive Barista's natural language processing and conventional AI still have room for improvement."
"Although they've done some work on their metrics dashboard, there is some fine-tuning to do for people that just want to go in there at a glance and see their metrics."
"The reports provided by the solution are not customizable."
"I would like to see improvement to the out-of-the-box verbiage, with the questions going to the right place."
"I would like to see the continued expansion of all of the automation capabilities."
"Expressive Barista could improve by adding native integration with WhatsApp, one of the top communication channels in South Africa. When we're trying to sell Barista to customers, we have to tell them that the solution doesn't have out-of-the-box support for WhatsApp. We can develop it, but then we need to have a conversation about how much that will cost."
"The solution should provide an option to autofill some values while creating tickets."
"The solution urgently needs improvement in the display's night mode. When we use the system for a long time, it's very stressful for our eyes. I also need to see improvements that can help to find the assets under a previous owner."
"Could have slightly better integration between additional functionalities in the Zoho desk."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"The solution needs to have more customization on alerts and notifications."
"The solution could improve its stability and scalability."
"As per customer requirements, it may have some limitations."
"It could be easier to link Zoho Desk and Outlook."
Espressive Barista is ranked 12th in Help Desk Software with 9 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 reviews. Espressive Barista is rated 8.8, while Zoho Desk is rated 8.4. The top reviewer of Espressive Barista writes "Great chat integration and phrase recognition with excellent natural language processing". On the other hand, the top reviewer of Zoho Desk writes "End-to-end solution to manage customer support tickets and consolidate all communication channels into one platform". Espressive Barista is most compared with ServiceNow Virtual Agent, Moveworks, Inbenta AI Chatbot, SimpleWorks Enterprise Chatbot and Aisera AI Customer Service, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice and Freshdesk. See our Espressive Barista vs. Zoho Desk report.
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