What users are saying about
2 Ratings
51 Ratings
2 Ratings
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Score 9 out of 100
51 Ratings
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Score 8.5 out of 100

Likelihood to Recommend

Acquire.io

Our company uses Acquire's co-browse and chat functionality to assist customers with technical issues with our website, help clarify what to enter into our online loan applications, and provide service through website and mobile chat. It is very effective for these use cases.
Brad Tharp | TrustRadius Reviewer

Zoho Desk

As an educator in technology, many of my customers are not tech-savvy and they need a simple form they can fill in to start a support session and to have simple questions answered. Zoho Desk provides a system where the support person can record the issue and provide the solution by responding directly with the customer via a ticketing system. Once the problem is solved a resolution can be written and saved as an article for future reference as an education tool or self-support resource for subscribed customers.
David Cook | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Acquire.io
Zoho Desk
10.0
Organize and prioritize service tickets
Acquire.io
Zoho Desk
10.0
Expert directory
Acquire.io
Zoho Desk
10.0
Subscription-based notifications
Acquire.io
Zoho Desk
10.0
ITSM collaboration and documentation
Acquire.io
Zoho Desk
10.0
Ticket creation and submission
Acquire.io
Zoho Desk
10.0
Ticket response
Acquire.io
Zoho Desk
10.0

Self Help Community

Acquire.io
Zoho Desk
10.0
External knowledge base
Acquire.io
Zoho Desk
10.0
Internal knowledge base
Acquire.io
Zoho Desk
10.0

Multi-Channel Help

Acquire.io
Zoho Desk
10.0
Customer portal
Acquire.io
Zoho Desk
10.0
Email support
Acquire.io
Zoho Desk
10.0
Help Desk CRM integration
Acquire.io
Zoho Desk
10.0

Pros

Acquire.io

  • Acquire is easy to implement and integrate with websites.
  • Very responsive to new development requests and support.
  • Acquire is esy to use for both the customer and service agent.
Brad Tharp | TrustRadius Reviewer

Zoho Desk

  • Give a basic ticketing platform to resolve queries received through the platform, email, or embedded forms.
  • User-friendly dashboard, which shows all the tickets' statuses.
  • We can embed support form in our websites to get queries.
  • Zoho Desk also supports a basic knowledge-base, which helps us to create FAQs.
  • Connecting with a social network like Facebook.
Anonymous | TrustRadius Reviewer

Cons

Acquire.io

  • The product is stand-alone chat and co-browse, not really omni-channel.
  • Workforce management features, work distribution and control, could use some improvement.
Brad Tharp | TrustRadius Reviewer

Zoho Desk

  • Integration with email is not the smoothest
  • Escalation rules take into account weekends but not holidays
  • Reports can be a bit confusing
Anonymous | TrustRadius Reviewer

Usability

Acquire.io

No score
No answers yet
No answers on this topic

Zoho Desk

Zoho Desk 8.0
Based on 1 answer
Although it is rather straightforward to navigate I did not find it intuitive when I am in a customer support call. The in-call notetaking feels a little disjointed and distracting when you are trying to take notes on an existing ticket once it has been submitted. I like how you can link calls received on your phone to Zoho Desk when you have the app installed on your smartphone. It seems that every feature I would want with this support tool is available however I find I have to learn where they are how to find them. This can be seen as a good thing in a product so feature-rich and would be even better if it was seamless to use.
David Cook | TrustRadius Reviewer

Support Rating

Acquire.io

Acquire.io 9.0
Based on 1 answer
They are very responsive to inquiries, and quickly make product changes when asked.
Brad Tharp | TrustRadius Reviewer

Zoho Desk

Zoho Desk 10.0
Based on 1 answer
Zoho support, in general, has been very good and this would have to be extended to the Desk product as well. This is partly to do with the people hired to provide the support and you could say it is a good demonstration of the support software itself as it is used to provide the help when you ask for it.
David Cook | TrustRadius Reviewer

Alternatives Considered

Acquire.io

We looked at ZenDesk, Genesys, and other products.We selected Acquire because their online demo is pretty amazing, they are easy to integrate/implement, and were very responsive during initial conversations.
Brad Tharp | TrustRadius Reviewer

Zoho Desk

Value for money simply beats the rest. Also, as part of the Zoho Suite, integrations are wonderful, for example to CRM or consolidating Reporting with other apps such as Zoho Projects. Integration to advanced Analytics is also very helpful. In terms of features, they are pretty complete. Easy to train and use
María Fernanda Cruz | TrustRadius Reviewer

Return on Investment

Acquire.io

  • Acquire gave us chat as a service channel.
  • It gave us insight and details on long-standing, but hard to prove, website concerns.
Brad Tharp | TrustRadius Reviewer

Zoho Desk

  • It helped to reduce company's reponse time by letting employees when a new comunication started and who will handle it.
  • It helped to maintain private conversation between organization members to organize what to reply and do for customers.
  • Increased productivity by task assignment and keeping track of the organization data/processes
Miguel Useche | TrustRadius Reviewer

Screenshots

Pricing Details

Acquire.io

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Acquire.io Editions & Modules

Additional Pricing Details
When you sign up for your trial of Support you'll have access to all Team Package features. At any point during the trial, you can choose a plan and pay by credit card, debit card or paypal from within your account.

Zoho Desk

General

Free Trial
Yes
Free/Freemium Version
Yes
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Zoho Desk Editions & Modules

Edition
Free$0
Professional$122
Enterprise$252
  1. per user
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Acquire.io
9.0
Zoho Desk
8.0

Usability

Acquire.io
Zoho Desk
8.0

Support Rating

Acquire.io
9.0
Zoho Desk
10.0

Add comparison