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.
The integration with Zoho People is particularly important because I can access real-time data at any time, including what's happening in the last minute.
After incorporating Zoho Analytics, now all our decisions come from its reviews.
Any time I've integrated customer data using Zoho, I've received great feedback and referrals, and Zoho has gotten me referrals and more customers.
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 support team doesn't have full awareness of the system capabilities.
Zoho support provides assistance through live chat to guide us.
If you need help with any issue you face, you can directly call them.
Zendesk can scale from very small companies to very large ones.
The scalability of Zendesk is still in the same range as Freshdesk.
Zoho Analytics can easily adapt to our needs when they grow, and you don't need much knowledge to adapt it; even basic Excel knowledge is sufficient.
You can utilize URL features to redirect users to their records in Zoho CRM or Zoho Desk with just a click.
Zoho Analytics is scalable.
The stability has been quite reliable.
A major missing feature compared to Power BI is the ability to create multiple DAX measures or row-level context, which would be useful for showing custom profit and loss statements.
The stability and reliability of Zoho Analytics have been good over time.
The stability and reliability of the product is crucial for optimal performance.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
The collaborative features of Zoho Analytics have faced one issue: they have tried to reduce the sync time with most Zoho applications, but even with CRM, the sync still takes one hour.
While Power BI uses Power Query, an intuitive and powerful tool that allows data manipulation in any way, Zoho Analytics has limitations.
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.
The annual subscription cost of Zoho Analytics is equivalent to about half of the monthly cost of tools such as Tableau or Power BI.
The pricing for Zoho Analytics is actually cheaper than the competitors for the kind of service they provide.
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.
The AI called Zia in Zoho Analytics is extremely useful. Whenever I build a chart or dashboard, I can generate a summary of insights using this AI tool, which is very convenient for both leadership and manager level teams to understand the data concepts.
The best feature is that in the same tool, we can use SQL and business intelligence capabilities.
Regarding integration capabilities, I have found Zoho Analytics' 100+ integrations very effective in consolidating data from various sources.
| Product | Market Share (%) |
|---|---|
| Zoho Analytics | 1.1% |
| Zendesk | 0.6% |
| Other | 98.3% |
| Company Size | Count |
|---|---|
| Small Business | 29 |
| Midsize Enterprise | 20 |
| Large Enterprise | 11 |
| Company Size | Count |
|---|---|
| Small Business | 29 |
| Midsize Enterprise | 4 |
| Large Enterprise | 4 |
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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