Spiceworks and Zoho Desk are competing in the IT management and customer service software category. Zoho Desk appears to have the upper hand due to its advanced features and adaptability for diverse organizational needs, while Spiceworks benefits small to medium-sized businesses with its free offerings.
Features: Spiceworks offers helpdesk ticketing, inventory management, and network monitoring for free, alongside a supportive community. Zoho Desk provides advanced social media ticketing, extensive integrations, and customizable workflows, enhancing its adaptability for diverse needs.
Room for Improvement: Spiceworks needs better performance and scalability for larger enterprises, including improved reporting capabilities and network mapping. Zoho Desk could enhance its IT service management features and module integration, lacking some advanced functionalities of specialized platforms.
Ease of Deployment and Customer Service: Spiceworks is mainly on-premises, suiting businesses preferring local control, with community-based support. Zoho Desk, cloud-based or hybrid, offers flexible deployment for distributed teams and highly rated technical support.
Pricing and ROI: Spiceworks is free, offering savings on licensing costs but may incur setup and learning time costs. Zoho Desk requires a subscription, priced competitively, offering substantial features contributing positively to ROI by enhancing customer engagement and service efficiency.
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.
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 pricing for each user is around $350, with penalties if not all users in a company are licensed.
The price point is a concern.
Additionally, it is free software.
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% |
| Spiceworks | 1.3% |
| Other | 96.5% |
| Company Size | Count |
|---|---|
| Small Business | 24 |
| Midsize Enterprise | 14 |
| Large Enterprise | 10 |
| Company Size | Count |
|---|---|
| Small Business | 19 |
| Midsize Enterprise | 2 |
| Large Enterprise | 1 |
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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