Caspio vs. Zendesk Suite

Contact forms are incredibly easy to build and customize, as are most other kinds of more involved forms. Forms allow html input and can be designed in a number of ways. It's helpful if you know some HTML. JavaScript knowledge can add advanced options, but is not necessary for the most common uses. The company used to call itself "No-Code," but has changed to say "Low Code," which is much more accurate.

Incentivized

Being a customer support agent, I found it very good when it comes to send an email or call or chat- with the user. I can do all that from the one single platform which is so easy and time saving for you. It does not take much time to use this, We can chat- with the user and at the same time we can send an email to them as well.

Incentivized

• Caspio is an online database platform. It allows one to create multiple tables and views to be stored via the web. Tables can be configured to not only hold data but also to hold files like Word docs and images.
• Caspio is great at creating online forms and reports. It allows the user to create forms to capture, update data, whether it's password protected or just a simple form.
• As a database platform, one can create online tables and forms linking multiple tables and views to each other. I would say it is the Microsoft Access of the online platforms.
• The system is very easy. Wizards allow one to create forms, tables, and datapages. Since the platform is online, you may access your database anywhere.

Incentivized

• UI/UX; mature macros and automations, slick and well thought out UI.
• Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
• Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.

Incentivized

• Pricing for additional storage could be a bit more competitive
• The builder wizard is helpful, however there could be a tutorial for first time users
• Calendar pdf exports would be usefull

Incentivized

• Is there a way for AEs and CSMs to be informed in a weekly summary of all their accounts and any tickets? Example: Disney submitted a ticket on XYZ. Google has an urgent issue on X still unresolved.
• Is there a way for CSMs or AEs to have a Dashboard that's specific to their accounts instead of seeing all the tickets in the queue that are not relevant to them?

Incentivized

We are committed to Caspio Bridge. We could migrate to another product, but we would not be able to do so quickly. I estimate that we would need about a year (maybe more) to convert all of our forms and processes if we were to switch to some other product

Incentivized

Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.

Incentivized

Pros: The agent interface is sleek, contemporary, and relatively easy to learn compared to many other enterprise tools. For common tasks, admins are given point-and-click options- adding fields, modifying workflows, constructing macros. The knowledge base (Guide) editor is easy to use for non-developers. Drawbacks: Once you move past the initial things - complex automations, reporting/analytics in Explore, and/or customizations integrating the API, it requires much more advanced training to use successfully. Navigating between the different modules (Support, Explore, Chat, Guide) can feel very disconnected; often you are reminded that it really is a "suite" of products brought together -not really one unified platform. If you're using multiple brands managing simultaneous support tickets, or heavily customizing workflows to meet your brand, you may run into a bit of struggle with usability. So: it's a lot more user friendly than the palaces (Salesforce Service Cloud, ServiceNow), but is not used as quickly or with as much streamlined flow as a product made for a small shop. So if you are looking for a great balance, this is a good option if you are a net new organization or an organization on their way to scaling from 15 - 50 employee. Expect some elbow grease from the admin team once learning, adapting, and working efficiently once you move past the basics with your support tickets and initial customizations.

Incentivized

In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.

There has been minor performance degradation on a very few days out of the two years I have been using the product.

I've had some instances where my team and I discovered a bug in Caspio. We alerted the company, and the bug was fixed in the next regular update of the software. The few times that I've had to contact support, it was a pretty good experience. They're not terribly quick to respond and take action, but they don't ignore you, either.

Incentivized

We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request

Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.

I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.

The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy

GroupHigh is so frustrating to use. It is constantly changing the way you can search for bloggers, and we can never find exactly what we are looking for

Incentivized

The customisable reporting every time. Our leadership reply on me to run my team and want to know what customers are telling us so they can elevate our products. We have extensive custom reports that tie up all aspects of our product and customer journeys. I've not found another product that allows me as much freedom as Zendesk Suite explore does, so far.

Incentivized

WHY we will use Zendesk in HR and PD internally

Incentivized

• Positive impact of easy of adding new varieties.
• Positive impact of having new emails added directly to email list through Zapier.
• Positive impact on increasing productivity of our staff.

Incentivized

• Integrating other AI solutions for an organization with high volumes can cost about USD5000 monthly. With Zendesk AI and by building onto the same with AI powered apps built for Zendesk Suite we save a projected USD4000 monthly.
• Robust Zendesk APIs have enabled us to integrate our internal system with a customized app saving us hundreds of hours every quarter spent loading customer profiles that are not loaded instantly from the app.
• Plug and play apps like Round robin save us weeks of sprint delay timelines as they do not require additional coding or developer support to install and start using.

Incentivized