Zoho Analytics and Zendesk compete in the analytics and customer support software market. Zoho Analytics appears favorable in terms of cost-effectiveness and significant feature enhancement, while Zendesk is preferred for its advanced ticket management and integration capabilities.
Features: Zoho Analytics offers web-based graph generation, team collaboration, and extensive reporting including pivot tables and SQL integration. Its dashboard flexibility, API integration, and scheduling capabilities add significant value. Zendesk provides efficient ticket management, integration with business applications, and customizable features that streamline customer support through ticketing, macros, and reporting.
Room for Improvement: Zoho Analytics may improve graphical options, its SQL editor, and navigation interface. User support responsiveness also requires enhancement. Zendesk could enhance ticket merging, reporting capabilities, and intuitive customization options. Its integration flexibility and pricing strategy are noted for improvement.
Ease of Deployment and Customer Service: Zoho Analytics supports deployment across public, private, and hybrid clouds with adaptable technical support, although some users note responsiveness issues. Similarly, Zendesk supports cloud and hybrid environments, receiving general support praise but with room for improved product documentation.
Pricing and ROI: Zoho Analytics is viewed as cost-effective, offering competitive pricing aligned with its features, yielding positive ROI. In contrast, Zendesk's higher pricing impacts budget but is justified by its extensive features and operational efficiency benefits.
Their support team from Zendesk is excellent, similar to what you have in Freshdesk.
The technical support provided by Zendesk has been very satisfactory.
With a single click, live support is available, and for major issues, they conduct a live session to resolve the problem.
Zendesk can scale from very small companies to very large ones.
The scalability of Zendesk is still in the same range as Freshdesk.
The stability has been quite reliable.
Zoho Analytics is very stable.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
Having to pay for 25 users when only 11 are needed creates an issue with the pricing structure.
It is not the cheapest solution nor the most expensive, but it provides value for money.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
The benefits I have seen from using Zendesk include faster response times.
These multiple dashboards are available to view in a single place, which is very beneficial.
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.
Zoho Reports is a powerful, easy-to-use and highly scalable cloud-based reporting and business intelligence platform for small to medium-sized businesses. Its flexible pay-as-you-go pricing model and scope for customization allow businesses to tailor it to their unique needs.
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