Cheetah Digital Customer Engagement Suite vs. Zendesk Support Suite

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.

Incentivized

Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.

Incentivized

• It offers social media tracking, which is a big competitive advantage against its rivals.
• Email targeting options are better than MailChimp.
• Good price.

Incentivized

• Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
• Zendesk makes it easy for users to indicate if they are available to respond or not.
• Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!

Incentivized

• 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.

Incentivized

• Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
• Provide a way for Suspended tickets (created by emails from non-users) to be better managed
• Set a timer for tickets to reopen on a more individual ticket basis.

Incentivized

There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.

Incentivized

As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility

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.

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.

Incentivized

Every time I contacted them they were not only very responsive and knowledgable, but always seemed to have a positive upbeat attitude. It probably helps that we did not have significant service outages or sev 1 level issues, but even my lower severity issues were quickly answered. And the positive and upbeat attitude really made things feel comfortable.

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

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.

Incentivized

I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.

Incentivized

• 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.

Incentivized

• The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
• Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
• Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.

Incentivized