Comm100 vs. Zendesk Suite

Comm100 has been great for getting customers to specific pieces of content (drivers, downloads, collateral, use cases, etc.) while the customer reaches out. The ability to share specific links in the chat window and have a preview appear is especially neat

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.

Incentivized

• We have a live chat icon on the website, so users can easily contact us for instant support.
• Previously, we had to use email as the main contact channel. By using live chat, we found the conversation rate improved a lot, as customers are happier to get instant support.

• 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

• Salesforce integration is good, but is a touch buggy, and is tough to diagnose.
• If you know anything about computers, the training Comm100 provides is remedial.

• 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.

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

Super easy to use if you know anything about computers. Comm100 has done a good job of putting together functionality and easy of use for all levels.

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.

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.

Customer support seems pretty good — though we haven't had many issues, our experience with getting them to troubleshoot our Salesforce integration was really the only frustrating part. We had to repeat ourselves a bunch, and the issue never really went away. We just ignored it and moved beyond

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

After a lot of research, Comm100 was our first choice. No other platform seemed as robust or provided us with as much room for growth as Comm100 did/does.

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.

Incentivized

WHY we will use Zendesk in HR and PD internally

Incentivized

• Our download-to-purchase cycle increased by around 3% after applying the live chat system.

• 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

Incentivized