Sendbird and Zendesk are competing solutions in the customer engagement and support space. While pricing and support appear more favorable for Sendbird, Zendesk is noted for its more comprehensive feature set, offering greater value for its higher cost.
Features: Sendbird provides a robust real-time communication suite including Chat APIs, SMS, and app-based chat features, ideal for businesses seeking tailored communication solutions. Zendesk offers a wide array of customer support tools including ticketing systems, live chat, and help centers, well suited for service-driven organizations.
Room for Improvement: Sendbird could enhance its feature set by expanding capabilities beyond chat-focused applications, diversifying integration options, and improving analytic tools for customer interactions. Zendesk could optimize its setup process to reduce complexity, streamline its user interface for increased usability, and expand its lower-tier pricing options to be more accessible to smaller businesses.
Ease of Deployment and Customer Service: Sendbird allows straightforward integration supported by comprehensive documentation, making it particularly attractive to developers aiming for custom solutions. Zendesk entails a more complex setup due to its broad feature palette but compensates with extensive customer support services ideal for larger operations.
Pricing and ROI: Sendbird's competitive pricing aligns with its niche focus on real-time communication features, yielding favorable ROI for companies concentrating on custom chat solutions. Zendesk, with its expansive range of customer service features, requires a higher initial investment but provides considerable ROI for enterprises utilizing its integrated support platform to boost overall customer satisfaction.
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.
I feel that Zendesk helped us set up our platform for providing support way faster than other platforms due to its easy configuration.
We were able to offer a seamless 24/7 support experience and meet all our SLAs due to the robust nature of the platform.
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.
The scalability is quite effective.
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.
Sendbird works well overall, the stability is sometimes affected by chat lists being randomly ordered rather than in chronological order.
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.
The documentation for integrating with the Flutter framework is lacking detailed information.
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.
The subscription cost is quite high, which prevents us from subscribing before the project completion and user testing.
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.
Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value.
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 | 4.9% |
| Sendbird | 0.6% |
| Other | 94.5% |
| Company Size | Count |
|---|---|
| Small Business | 4 |
| Midsize Enterprise | 4 |
| Company Size | Count |
|---|---|
| Small Business | 35 |
| Midsize Enterprise | 20 |
| Large Enterprise | 11 |
Sendbird offers scalable, API-driven chat features tailored for real-time messaging, supporting ease of integration and robust developer tools.
Sendbird is known for its scalability in managing extensive chat groups and API-based operations, complemented by an effective developer portal. It offers real-time messaging with features like file transfer, receipt IDs, typing indicators, and message reactions, all enhancing communication. The platform optimizes reliability through metadata and online/offline messaging capabilities. However, users experience challenges with SDK connection delays, URL thumbnail generation, and message display, particularly during version transitions. Concerns about pricing, support, and documentation quality, as well as the absence of audio/video calls and analytics tools, are mentioned.
What are Sendbird's most noteworthy features?Sendbird is implemented across industries for chat functionality. In travel, it connects users with flight attendants; in business, it facilitates customer interactions. Healthcare utilizes it for patient-doctor consultations. Social media and real-time applications employ it for chats and video calls, optimizing communication in mobile apps and enhancing user and business interactions in salon applications.
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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