Cheetah Digital Customer Engagement Suite (discontinued) vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cheetah Digital Customer Engagement Suite (discontinued)
Score 8.0 out of 10
N/A
The Cheetah Digital Marketing Suite (formerly the Experian Marketing Suite) provided cross-channel campaign management as well as real-time offers, messaging, and engaging interactions. The product is discontinued, and is no longer available.N/A
Zendesk Suite
Score 8.6 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$55
per month agent
Pricing
Cheetah Digital Customer Engagement Suite (discontinued)Zendesk Suite
Editions & Modules
No answers on this topic
Support Team (Foundational Support Only)
$19
per month agent
Suite Team
$55
per month agent
Support Professional
$55
per month agent
Suite Growth
$89
per month agent
Suite Professional
$115
per month agent
Support Enterprise
$115
per month agent
Suite Enterprise
$169
per month agent
Offerings
Pricing Offerings
Cheetah Digital Customer Engagement Suite (discontinued)Zendesk Suite
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeRequiredOptional
Additional Details
More Pricing Information
Community Pulse
Cheetah Digital Customer Engagement Suite (discontinued)Zendesk Suite
Top Pros
Top Cons
Features
Cheetah Digital Customer Engagement Suite (discontinued)Zendesk Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Cheetah Digital Customer Engagement Suite (discontinued)
-
Ratings
Zendesk Suite
8.7
153 Ratings
11% above category average
Organize and prioritize service tickets00 Ratings9.0152 Ratings
Expert directory00 Ratings8.0101 Ratings
Subscription-based notifications00 Ratings8.4105 Ratings
ITSM collaboration and documentation00 Ratings8.3103 Ratings
Ticket creation and submission00 Ratings9.3152 Ratings
Ticket response00 Ratings9.2151 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Cheetah Digital Customer Engagement Suite (discontinued)
-
Ratings
Zendesk Suite
8.4
138 Ratings
10% above category average
External knowledge base00 Ratings8.4132 Ratings
Internal knowledge base00 Ratings8.4126 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Cheetah Digital Customer Engagement Suite (discontinued)
-
Ratings
Zendesk Suite
8.6
149 Ratings
12% above category average
Customer portal00 Ratings8.7120 Ratings
IVR00 Ratings8.459 Ratings
Social integration00 Ratings8.097 Ratings
Email support00 Ratings9.1146 Ratings
Help Desk CRM integration00 Ratings8.9111 Ratings
Best Alternatives
Cheetah Digital Customer Engagement Suite (discontinued)Zendesk Suite
Small Businesses
Mautic
Mautic
Score 9.1 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
The Trade Desk
The Trade Desk
Score 7.0 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Iterable
Iterable
Score 8.8 out of 10
Front
Front
Score 8.8 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Cheetah Digital Customer Engagement Suite (discontinued)Zendesk Suite
Likelihood to Recommend
7.1
(2 ratings)
8.8
(191 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(43 ratings)
Usability
-
(0 ratings)
8.8
(64 ratings)
Availability
-
(0 ratings)
8.6
(13 ratings)
Performance
-
(0 ratings)
8.0
(10 ratings)
Support Rating
6.8
(2 ratings)
6.5
(31 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
-
(0 ratings)
9.0
(18 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
Cheetah Digital Customer Engagement Suite (discontinued)Zendesk Suite
Likelihood to Recommend
Discontinued Products
I think that Cheetah is specifically well suited for personalized, relevant messaging to customers. They help provide tools to give users the ability to create campaigns that will generate positive interpretations and help move your business forward.
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Zendesk
One specific thing I love about Zendesk Suite lately is the ability to use AI "Enhance writing" it allows me to freehand a response and then have it help me sound more formal or friendly, this is very useful, not only for those free handed ones, but also when you need to repeat the same information to a customer, it can help you make it sound slightly different. I don't like that when a ticket comes, even if you have the shortcut to toggle between chat and email, it doesn't actually toggle.
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Pros
Discontinued Products
  • It offers social media tracking, which is a big competitive advantage against its rivals.
  • Email targeting options are better than MailChimp.
  • Good price.
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Zendesk
  • 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.
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Cons
Discontinued Products
  • I would love more ability to create programmatic campaigns that follow customers on a lifecycle.
  • Continue to improve the user interface to make all features more usable to their users.
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Zendesk
  • The development of messaging out of the earlier Chat module is clunky and still has limitations for multi language flows.
  • When creating queries in Explore, you can't search for 'or' conditions, only 'And', meaning you have to build multiple queries and manually add them.
  • You can't download the charts in the reports, they come down as tables and then you have to make your own charts.
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Likelihood to Renew
Discontinued Products
No answers on this topic
Zendesk
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.
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Usability
Discontinued Products
No answers on this topic
Zendesk
Zendesk Suite is a straightforward solution that provides agents with everything they need on the same screen. Allowing an agent to navigate one tab, one screen and switch between features, pin favorite features while viewing the customer profile and details in 360degrees. A view like this empowers agents to support customers better and in a more composed state.
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Reliability and Availability
Discontinued Products
No answers on this topic
Zendesk
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
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Performance
Discontinued Products
No answers on this topic
Zendesk
There has been minor performance degradation on a very few days out of the two years I have been using the product.
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Support Rating
Discontinued Products
Cheetah has never been known for its customer service and the few times I had to contact the answers I got were either incomplete or not really useful for the problem I was having at the moment. I think there is a lot of room for improvement in this aspect.
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Zendesk
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
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Online Training
Discontinued Products
No answers on this topic
Zendesk
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.
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Implementation Rating
Discontinued Products
No answers on this topic
Zendesk
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
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Alternatives Considered
Discontinued Products
They are very comparable to each other. Cheetah is a little more user-friendly and the customer service is much better, but Responsys had more features that I liked to use.
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Zendesk
Zendesk Suite is exceptionally user friendly and highly customisable. Free training for all levels and roles of users which is easy to follow and engaging for users is particularly helpful along with the added support behind the scenes from Zendesk support and the Zendesk community is second to none.
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Return on Investment
Discontinued Products
  • It has raised costs due to its price, reducing ROI.
  • However, we have gotten good results and great CPAs with them, improving margins.
  • It has allowed us to be faster on testing, improving ROI in the long term.
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Zendesk
  • We have been able to deliver IT accurately and onetime
  • Our customers have been able to provide feedback on a given ticket and helped us build a better support structure
  • Zendesk Suite has allowed us to be more efficient in our every day operations
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ScreenShots

Cheetah Digital Customer Engagement Suite (discontinued) Screenshots

Screenshot of Enable marketers to deliver personalized experiences, cross-channel messaging, and loyalty strategies.

Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations