We performed a comparison between Information Builders WebFOCUS and Zendesk based on real PeerSpot user reviews.
Find out what your peers are saying about Alteryx, RapidMiner, SAP and others in Predictive Analytics."It stands out for its ability to work across different platforms, support mainframe data, offer cloud integration, automate report scheduling, and provide a robust scripting language."
"I would rate the scalability a ten out of ten. It's highly scalable and can handle significant data volumes."
"The most valuable feature is building ad hoc reports."
"The solution can read and write 500 different types of outputs."
"It is a scalable solution."
"What is cool about Zendesk Guide is how it works together with others Zendesk products. Especially with support and with the analytics. Put those together for a small or medium-sized company and it's a really powerful tool."
"Zendesk Support has a lot of good APIs."
"It's a very stable tool, very powerful."
"One of the most valuable features is the ease of use. If you take the standalone product, it is so easy to use, but if you want a tailor-made Zendesk Guide, you can't do it yourself. However, you can use a template that already exists—they have a lot, and they're very cheap, around 300-400 euros—and use it on all your brands. It's a very easy product to use."
"The most valuable features of Zendesk Support are collaboration, reports, and a self-service portal. The customer and team can see all the information needed from the portal."
"The product offers very good management. It has a great ability to assign tickets based on content."
"One of the most valuable features is that Zendesk gives you a lot of configurability, and a lot of leeway in terms of customizing the look and theme. Zendesk offers you the facility to design your own landing page, as well as the look and feel of the entire knowledge base. At the same time, they offer themes that you can simply purchase and implement. Either way, it can really be turned into the right look and feel of the knowledge base required by our company, which is very important—if you have a bland-looking page, most of the time, people will lose interest. Zendesk also allows you to test the customizations before you publish it. It gives you a sandbox location where you can test everything new that you're trying to create and publish, which is very interesting."
"The challenge lies not in what the tool can do but in how you use it and understand the data."
"When it comes to customer support, we don't always reach the right person. Sometimes, we get junior-level reps who aren't as knowledgeable as we are."
"If there were to be any improvements right now, their documentation needs to get in sync with their product."
"The solution can be improved by adding more automated options for reporting."
"The solution itself wasn't easy to set up."
"There is always a network issue with Zendesk. But we don’t know whether it is managed. The network issue is that when I call, it does not let us."
"It needs to improve in terms of its flexibility, price, and installation."
"The data you get when logged in to Zendesk Support differs from the data you get when you programmatically query Zendesk Support through its API because of a sync time delay."
"The price of the solution should be reduced."
"You couldn't give administrative access to new hires."
"The solution could integrate better with QR codes from some websites such as Facebook."
"As per me, there arent much significant issues or areas for improvement with Zendesk, as my usage of it is limited. I appreciate its ability to organize tickets effectively based on tags, allowing me to easily gather and analyze customer feedback and requests."
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Information Builders WebFOCUS is ranked 6th in Predictive Analytics with 18 reviews while Zendesk is ranked 5th in CRM Customer Engagement Centers with 57 reviews. Information Builders WebFOCUS is rated 8.8, while Zendesk is rated 8.2. The top reviewer of Information Builders WebFOCUS writes "A flexible mainframe product with unique file features and a rock solid scheduling feature". On the other hand, the top reviewer of Zendesk writes "Straightforward, very transparent, and very well organized". Information Builders WebFOCUS is most compared with Microsoft Power BI, Tableau, SAP BusinessObjects Business Intelligence Platform, Databricks and Alteryx, whereas Zendesk is most compared with ServiceNow, JIRA Service Management, Atlassian Confluence, Freshservice and Microsoft Dynamics CRM.
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