Zoho Desk and Zendesk compete in the customer support solutions category. Zoho Desk appeals through cost-effectiveness, while Zendesk offers a comprehensive solution with its advanced features justifying its higher cost.
Features: Zoho Desk provides AI-powered chatbots, ticket management for task automation, and robust telephonic integrations such as AWS Connect. Zendesk offers integrated communication tools, advanced analytics for operational insights, and extensive integration options with business applications like Microsoft Teams and JIRA.
Room for Improvement: Zoho Desk could benefit from enhanced integration capabilities and expanded analytics tools. Improved ticket handling workflows and broader third-party integrations could also enhance its usability. Zendesk's areas for improvement include simplifying its configuration steps, enhancing user interface customization, and streamlining its deployment process which may be complex for some users.
Ease of Deployment and Customer Service: Zoho Desk is known for straightforward deployment and reliable support channels. Customers can quickly get started with minimal technical know-how. Zendesk features comprehensive support resources, though deployment can be complex, necessitating more detailed documentation to help users navigate its extensive setup.
Pricing and ROI: Zoho Desk offers lower initial setup costs and favorable ROI due to its cost-effective pricing plans, appealing to budget-conscious buyers. Zendesk, despite higher setup costs, provides long-term value through its comprehensive feature set, making it suitable for businesses needing advanced functionality.
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 technical support provided by Zendesk has been very satisfactory.
the experience was satisfactory
I find the response time in emails to be very good, and the solutions provided are simple.
Zendesk can scale from very small companies to very large ones.
The stability has been quite reliable.
There could be improvements in integration, which can be achieved with APIs or tools like Zapier.
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.
It is not the cheapest solution nor the most expensive, but it provides value for money.
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.
It allows us to handle more support cases with fewer people due to its advanced artificial intelligence capabilities.
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.
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.
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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