What users are saying about
7 Ratings
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Top Rated
733 Ratings
7 Ratings
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Score 5.7 out of 100

Zendesk Support Suite

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Top Rated
733 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8.2 out of 100

Likelihood to Recommend

Clarabridge

The tool is awesome and the survey tool that was demoed for me is truly one that will be a game changer. I've actually been on site with clarabridge and they are awesome and they truly have a bright future in this industry. As HR analytics takes off and continues to grow, they will continue to become a key in how different talent, initiatives, etc., are assessed and can truly get an insight on the voice of employees on many possible initiatives.
Brandon Johnson | TrustRadius Reviewer

Zendesk Support Suite

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.
Emily Mok | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Clarabridge
Zendesk Support Suite
8.0
Organize and prioritize service tickets
Clarabridge
Zendesk Support Suite
8.1
Expert directory
Clarabridge
Zendesk Support Suite
7.4
Subscription-based notifications
Clarabridge
Zendesk Support Suite
6.7
ITSM collaboration and documentation
Clarabridge
Zendesk Support Suite
8.1
Ticket creation and submission
Clarabridge
Zendesk Support Suite
8.9
Ticket response
Clarabridge
Zendesk Support Suite
8.6

Self Help Community

Clarabridge
Zendesk Support Suite
7.9
External knowledge base
Clarabridge
Zendesk Support Suite
7.8
Internal knowledge base
Clarabridge
Zendesk Support Suite
8.0

Multi-Channel Help

Clarabridge
Zendesk Support Suite
7.9
Customer portal
Clarabridge
Zendesk Support Suite
7.7
IVR
Clarabridge
Zendesk Support Suite
7.2
Social integration
Clarabridge
Zendesk Support Suite
7.7
Email support
Clarabridge
Zendesk Support Suite
8.5
Help Desk CRM integration
Clarabridge
Zendesk Support Suite
8.2

Pros

Clarabridge

  • Voice to text functionality is extremely accurate.
  • Alert system for trending topics is very helpful.
  • The natural language processor is easy to tune to brand specific nuances.
Gino Abbate III, MBA | TrustRadius Reviewer

Zendesk Support Suite

  • 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!
Anonymous | TrustRadius Reviewer

Cons

Clarabridge

  • Constant problems with being locked out of our Facebook account.
  • Responses not attaching to individual threads
  • No IG support
  • No IG DMs
  • Twitter Support lacking
Anonymous | TrustRadius Reviewer

Zendesk Support Suite

  • 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.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Clarabridge

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 10.0
Based on 38 answers
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.
Lou Gallo | TrustRadius Reviewer

Usability

Clarabridge

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 9.0
Based on 18 answers
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
Anonymous | TrustRadius Reviewer

Reliability and Availability

Clarabridge

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.6
Based on 26 answers
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
Chase Sheaffer | TrustRadius Reviewer

Performance

Clarabridge

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 8.0
Based on 20 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage | TrustRadius Reviewer

Support Rating

Clarabridge

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 5.6
Based on 53 answers
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.
Kevin Pearce | TrustRadius Reviewer

Online Training

Clarabridge

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 7.9
Based on 9 answers
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.
Chase Sheaffer | TrustRadius Reviewer

Implementation Rating

Clarabridge

No score
No answers yet
No answers on this topic

Zendesk Support Suite

Zendesk Support Suite 9.0
Based on 35 answers
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
Anonymous | TrustRadius Reviewer

Alternatives Considered

Clarabridge

Clarabridge is far superior and the two truly can not be compared or spoken of in the same category. I would be open to the discussion of the many differences
Brandon Johnson | TrustRadius Reviewer

Zendesk Support Suite

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.
Adam McCracken | TrustRadius Reviewer

Return on Investment

Clarabridge

  • Clarabridge has allowed the organization to identify customer issues faster leading to a higher retention of customers.
Gino Abbate III, MBA | TrustRadius Reviewer

Zendesk Support Suite

  • 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.
Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer

Pricing Details

Clarabridge

General

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

Clarabridge Editions & Modules

Additional Pricing Details

Zendesk Support Suite

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional

Zendesk Support Suite Editions & Modules

Edition
Suite Team$49.001
Suite Growth$79.001
Suite Professional$99.001
Suite Enterprise$150.001
Additional Enterprise-Ready Plans, starting at...$215.001
Support Team (Foundational Support Only)$19.001
  1. per agent/month billed annually
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Clarabridge
5.0
Zendesk Support Suite
7.8

Likelihood to Renew

Clarabridge
Zendesk Support Suite
10.0

Usability

Clarabridge
Zendesk Support Suite
9.0

Reliability and Availability

Clarabridge
Zendesk Support Suite
8.6

Performance

Clarabridge
Zendesk Support Suite
8.0

Support Rating

Clarabridge
Zendesk Support Suite
5.6

In-Person Training

Clarabridge
Zendesk Support Suite
10.0

Online Training

Clarabridge
Zendesk Support Suite
7.9

Implementation Rating

Clarabridge
Zendesk Support Suite
9.0

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