Zoho Desk and Sendbird are prominent platforms in the customer interaction category, with Zoho Desk having an advantage in customer support via its superior ticket management, while Sendbird is favored for real-time communication with its messaging features.
Features: Zoho Desk offers automated workflows, multichannel support, and detailed analytics tailored for efficient help desk operations. Sendbird provides in-app chat, video, and voice call features, enhancing real-time communication for applications that need immediate interaction.
Room for Improvement: Zoho Desk could enhance its real-time interaction capabilities, improve its user interface customization, and expand API integrations. Sendbird would benefit from simplifying its API for easier implementation, enhancing documentation for better technical support, and expanding its scalability for large enterprises.
Ease of Deployment and Customer Service: Zoho Desk offers seamless cloud-based deployment with strong support services, ensuring easy integration with existing systems. Sendbird provides a flexible API-driven approach, suitable for developers but requiring more technical expertise for in-app communication solutions.
Pricing and ROI: Zoho Desk has a scalable pricing model, attractive for small and medium-sized businesses seeking cost-effective support solutions. Sendbird's usage-based pricing supports businesses focused on custom real-time communication, justifying its expense with tailored engagement features.
The Zoho platform is powerful when used correctly, but without a specialist, it is not simple to configure and make full use of the tools.
the experience was satisfactory
I find the response time in emails to be very good, and the solutions provided are simple.
The scalability is quite effective.
Sendbird works well overall, the stability is sometimes affected by chat lists being randomly ordered rather than in chronological order.
The documentation for integrating with the Flutter framework is lacking detailed information.
Zoho Desk could be improved by making it multi-tenant, as it is currently not suitable for service providers with multiple customers.
The main concern is the pricing of Zoho Desk, as I consider it to be on the expensive side.
The subscription cost is quite high, which prevents us from subscribing before the project completion and user testing.
The pricing for each user is around $350, with penalties if not all users in a company are licensed.
The price point is a concern.
Features similar to WhatsApp, such as online and offline statuses, message reactions, and replies, add significant value.
Maintenance is easy, and one person is sufficient for handling it, aided by a thorough handoff of key pointers facilitating easier initial setup.
The AI tool, Tele Zia, translates calls into bullet points, providing insights such as when to send emails or contact the customer based on previous conversations.
| Product | Market Share (%) |
|---|---|
| Zoho Desk | 2.2% |
| Sendbird | 0.7% |
| Other | 97.1% |
| Company Size | Count |
|---|---|
| Small Business | 4 |
| Midsize Enterprise | 4 |
| Company Size | Count |
|---|---|
| Small Business | 19 |
| Midsize Enterprise | 2 |
| Large Enterprise | 1 |
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.
With Zoho Desk, agents become more productive, managers become more impactful, and customers become more empowered. It's customizable, convenient to use, and it doesn't cost you a fortune. Part of Zoho's 30-strong suite of business software, Zoho Desk brings you the power to put customer service at the heart of your company.
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