We performed a comparison between LinkLive 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 presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly."
"LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience."
"One of the primary features we use it for is the Agent Connect screen-sharing feature. I find it invaluable when troubleshooting customer problems with online banking. It saves us time, and time is money."
"Being the president of our organization, I love the secured email because there are a lot of messages that I have to send out that are secure. There have not been any issues with sending the messages or with individuals receiving and viewing them."
"LinkLive gives us a central location for our communication channels and that is very important. I can go back and see if someone has a complaint. Although our users are spread out, everything, all the conversations, is housed in one place. I can keep up with the conversations. The interface works wonderfully."
"It's very reliable and we haven't had much experience with any downtime or dropped calls, which, of course, is one of the most important things to us. That's been a big win for us."
"In the future, we may take advantage of LinkLive's video or phone capabilities, but we strictly use text chat now, so I would say that is most valuable to us at the moment."
"Our agents find the authenticated session feature to be the most helpful. It can take 30 to 45 seconds to verify someone with verifying questions through digital banking, and we didn't have the capability of verifying questions through digital banking before LinkLive. This feature allowed us to work in partnership with our digital banking provider, who can see that a customer is within an authenticated digital banking session. They do not need to ask verifying questions again to ensure that the person is who they say they are. That is one of the nicest things for us, and especially for our agents."
"The solution doesn't have any bugs."
"The product has a lot of features."
"Good at capturing online inquiries has portal functionality, and is very good at managing inbound customer inquiries."
"The ticketing feature is very easy to use, compared to other systems."
"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."
"The product is quite stable."
"The integration part is a valuable feature in the solution, especially if we're talking about Zoho One solution. Zoho Desk is easy to integrate with Zoho platform."
"It is a highly scalable solution. You can easily add more users through the portal within seconds."
"I would like LinkLive to rework the notification system. There's an audible sound, and an alert pops up on the screen. However, in Microsoft Teams, an unviewed chat message appears red on my taskbar. That doesn't happen in LinkLive. My only enhancement request is to improve the notifications."
"The notifications for incoming chats could be a little more obvious. Our organization doesn't have a call center, so we don't have someone sitting at the computer waiting for a chat to come in. They're busy with other work."
"The onboarding process could be enhanced by providing comprehensive training to all users, not just administrators."
"In the browser-based experience, I would love to see a hold button. Presently, you have to drag the hold music into a call and then drag it out. A hold button would really be easier, particularly if you have to put someone on hold multiple times."
"On the back-office side, it houses email addresses for when you look at the agent hunt groups. I can't use my work email address in my own online banking account because it messes up whether I'm an employee or a customer."
"In our experience, the areas where there could be improvement are training, staff adoption, and getting the staff comfortable with utilizing the complexities of LinkLive, such as screen sharing."
"I would like to see more video conferencing, some degree of mobile apps, and artificial intelligence. That's the wave of the future with healthcare. Our providers are all on-the-go, so anything that allows them to remain mobile and not have to go to a desk to take a phone call, would be a good addition."
"The initial enrollment of employees can be a little bit challenging. It tends to require the need to reach out to Link-Live support to iron out a bug or two."
"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."
"Sometimes, the solution has some email issues in a new data center."
"There is room for improvement in customer service and support. It could be more knowledgeable."
"I would want Zoho Desk to integrate Zoho CRM, Zoho SalesIQ , and Zoho Campaigns."
"The solution could improve its stability and scalability."
"I would like to have integrated support, and integration between the ticketing tool and the project management tool."
"Zoho Desk lacks lookup fields for the layouts."
"There is room for improvement in terms of integration."
LinkLive is ranked 11th in Help Desk Software with 9 reviews while Zoho Desk is ranked 6th in Help Desk Software with 19 reviews. LinkLive is rated 8.8, while Zoho Desk is rated 8.4. The top reviewer of LinkLive writes "Provides stability with security, and the reporting helps us improve our processes". 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". LinkLive is most compared with Genesys Cloud CX and Cisco Webex Contact Center, whereas Zoho Desk is most compared with ServiceNow, JIRA Service Management, ManageEngine ServiceDesk Plus, Freshservice and Freshdesk. See our LinkLive vs. Zoho Desk report.
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