Panorama Necto and Zendesk are contenders in the business intelligence and customer service domains. Data shows Zendesk has an edge due to its comprehensive features and value.
Features: Panorama Necto offers interactive dashboards, advanced visualization tools, and a self-service data discovery platform with strong collaboration features. Zendesk boasts a seamless customer service platform, automation capabilities, and robust support integration.
Room for Improvement: Panorama Necto could enhance big data analysis support, predictive analytics, and offer more advanced reporting customization. Zendesk lacks advanced data visualization, and its pricing is higher, which could be improved for scalability, especially for smaller businesses.
Ease of Deployment and Customer Service: Zendesk provides a cloud-based deployment that integrates easily with various systems and offers extensive customer support resources. Panorama Necto offers deployment flexibility with customized support options but requires more tailored guidance during setup.
Pricing and ROI: Panorama Necto is more affordable, with a focus on providing a good return on investment through data-driven insights. Zendesk is costlier but justifies the expense through extensive features that ensure significant ROI by enhancing customer service efficiency.
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.
Time saved is definitely a benefit because it puts all of our tickets in one spot.
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
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.
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.
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.
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 | 1.1% |
| Panorama Necto | 1.3% |
| Other | 97.6% |
| Company Size | Count |
|---|---|
| Small Business | 14 |
| Midsize Enterprise | 5 |
| Large Enterprise | 32 |
| Company Size | Count |
|---|---|
| Small Business | 36 |
| Midsize Enterprise | 21 |
| Large Enterprise | 11 |
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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