ChatBeacon vs. Zendesk Chat

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
ChatBeacon
Score 6.0 out of 10
N/A
ChatBeacon (formerly SightMax) is a live chat tool from SmartMax Software headquartered in Tulsa, Oklahoma.N/A
Zendesk Chat
Score 8.2 out of 10
N/A
Zendesk Chat (formerly Zopim) is a live chat tool developed by the Singaporean company also called Zopim, acquired by Zendesk in April 2014.
$11.20
per month
Pricing
ChatBeaconZendesk Chat
Editions & Modules
No answers on this topic
Lite
$0
per user
Basic
$14
per user
Advanced
$25
per user
Premium
$55
per user
Offerings
Pricing Offerings
ChatBeaconZendesk Chat
Free Trial
NoYes
Free/Freemium Version
NoYes
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeOptional
Additional DetailsThe pricing above is price per user per month. You will get a discount when you opt for annual payment.
More Pricing Information
Community Pulse
ChatBeaconZendesk Chat
Top Pros
Top Cons

No answers on this topic

Best Alternatives
ChatBeaconZendesk Chat
Small Businesses
Gist
Gist
Score 9.6 out of 10
Gist
Gist
Score 9.6 out of 10
Medium-sized Companies
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Enterprises
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
Genesys DX (discontinued)
Genesys DX (discontinued)
Score 10.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
ChatBeaconZendesk Chat
Likelihood to Recommend
6.0
(1 ratings)
9.0
(18 ratings)
Likelihood to Renew
-
(0 ratings)
8.0
(1 ratings)
Support Rating
8.0
(1 ratings)
8.4
(3 ratings)
User Testimonials
ChatBeaconZendesk Chat
Likelihood to Recommend
SmartMax Software
ChatBeacon is a decent choice for on-premises chat support, but the clunky agent UI sparks no joy. If your organization can use a cloud-based solution, there are plenty of other fish in the sea
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Zendesk
Zendesk Chat is suited for all the support teams that provide real-time assistance. Like if someone wants to block the debit/credit card, it is a high-priority case that needs real-time assistance. Whereas issues like close my account, and invoice request doesn't need real-time assistance, where Zendesk tickets support will be perfect.
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Pros
SmartMax Software
  • Easy to install and configure.
  • Easy for customers to use.
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Zendesk
  • Extremely fluid chat interface allows for easy communication.
  • It can be used directly on a website page or as a widget.
  • Allows the end user to translate the chat into their own native language.
  • Notifies you with pending chats via on-screen notifications and sound effects.
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Cons
SmartMax Software
  • ChatBeacon is just SightMax with a fresh coat of paint.
  • The entire agent UI is remarkably worse than SightMax.
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Zendesk
  • Linking with a telephone, so the agent is only working on 1 channel at a time
  • More simplified way to create and use templates
  • Link users who may have provided us a new/different email from what we have on file for them
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Likelihood to Renew
SmartMax Software
No answers on this topic
Zendesk
Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.
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Support Rating
SmartMax Software
Support is a strong point for ChatBeacon - their support team is small, but you definitely get white-glove service. Zero complaints about ChatBeacon support!
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Zendesk
Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.
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Alternatives Considered
SmartMax Software
Before using SightMax (now ChatBeacon), we used AliveChat, which was an OK SaaS product, but the team operating the service would frequently restart the servers after maintenance and forget to start our instance back up. ChatBeacon(SightMax) as on-prem software eliminated this concern. We've been evaluating ChatBeacon vs. other products lately, and we really like how DeskPro stacks up vs. ChatBeacon - ChatBeacon is purely a chat product, and DeskPro does web chat/phone/email ticketing.
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Zendesk
I prefer Zendesk Chat (formerly Zopim) over Talkdesk, as it provides customers with written proof of their conversation and customers are able to rate the conversation once it is done. Also, it's easier to find a previous conversation in Zendesk Chat (formerly Zopim) than in Talkdesk.
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Return on Investment
SmartMax Software
  • Using website chat (often with an agent:customer ratio of up to 1:3 or more ) vs. phone support (with an agent ratio of 1:1) has greatly reduced support costs in every business unit.
  • Providing realtime feedback and links (vs. phone calls) has greatly improved the turnaround on the sales and customer inquiry processes.
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Zendesk
  • Positive impact - Compared to our old system, this newly updated system provides features and functionality that has increased our agent productivity and provided customer insight like we've never had before. This has resulted in fewer hold times and higher customer satisfaction.
  • Negative impact - Our reporting team still struggles with obtaining the right information from time to time with the chats. This leads to loss of productivity and more resources dedicated to reporting.
  • Positive impact - Due to Zopim's embed, we are able to more successfully place them on the appropriate self-service portals and pages, reaching a larger audience, and being more readily available to answer our client's questions. This has resulted in an increase in our self-service portal usage, driving down the phone and email support channels, which in turn reduces support costs.
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ScreenShots

Zendesk Chat Screenshots

Screenshot of How Zopim Chat Widget looks on the website.Screenshot of This is how the chat window looks like to your visitorsScreenshot of This is a screenshot of the visitor list.Screenshot of