Convert Experiences vs. Zendesk Suite

Definitely well suited for budget conscious companies that want a solid array of functionality but without having to pay an exorbitant amount. Great for marketing and analytics team members that need the ability to get in and set up tests w/o dev assistance. But, functionality is there for developers to get in and set up more complicated tests.

Zendesk is good for small teams where work is not passed along to internal teams or situations where escalations lead to further customer interactions and no further oversight is needed. It is weak as a product for larger and medium-sized companies, where processes are in place that are not aligned with its workflow, as it is a very rigid tool.

Incentivized

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

• Over the top powerful Javascript enabled targeting. This feature is called DMP Profiling and is available in the Pro Plan, currently only +$100 more than the plus plan. An article explaining this feature is here for further reading: https://convert.zendesk.com/hc/en-us/articles/206631623-Target-experiment-based-on-a-custom-Javascript-condition-that-evaluates-true-at-a-later-stage. I wrote up a much longer explanation but TR broke it up weirdly. The gist is that you can powerfully use JS to target. This allows me to target users in our SPA in incredibly advanced ways. I can walk their entire history model and assign them an audience value, or I can exclude them. It's MUCH more powerful than just a "Site Area" tool. We recently used it against 900K users to check if they had written a review of their apartment or not yet. This allowed me to only expose the user on the homepage to an experiment that prompted them to write a review while excluding users that couldn't write a review from the experiment (because they had already written one). The experiment converted 50% better than what we do now, generating 9k reviews in a matter of hours.
• Audience targeting IN ADDITION to all that fancy DMP targeting. This means I can define demographics or other data as a qualifier AS WELL as the previously mentioned qualifier. This can be setup in so many ways: Traffic source, Visitor Data, Include / Exclude users part of a current experiment (!!), Date/Time, Device/Browser/OS, JS Conditon
• Real-time reporting that makes sense to the whole company to view. Seriously, I can share a Convert Report to any level of intelligence on my team and they understand what's happening.
• Audiences and Goals are saved as presets, so your entire team can use them. Using the example above, we have an audience called "Wrote a Review" that we exclude from the Review Prompt treatments.
• Their customer support is seriously fast at answering questions. I've never had to wait more than a day.

• Merging of the tickets with similar issues, it is easy to avoid confusion
• Al global team somehow gets connected with different ways like Slack, with the Zendesk Suite which is so easier to highlight & the issue quickly
• The best thing is that this tool gives you to send the message via chat-, email, call through the one single platform
• Now AI has been added so it works good

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• We are aggressive testers and have demanding clients, and if there was any part of the Convert platform where I'd like to see improvement, it would be in the reporting section where I feel a vertical report could present in a more readable fashion to the users.

• Is there a way for AEs and CSMs to be informed in a weekly summary of all their accounts and any tickets? Example: Disney submitted a ticket on XYZ. Google has an urgent issue on X still unresolved.
• Is there a way for CSMs or AEs to have a Dashboard that's specific to their accounts instead of seeing all the tickets in the queue that are not relevant to them?

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

Couldn't live without this, no other tool does precisely what we need them to do

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

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

To use the platform in the context of developing enhanced tests that stretch the platform there is as with most things a learning curve. However, if you're a casual user or have standard experiments that you wish to run you would be easily able to hit the ground running.

Pros: The agent interface is sleek, contemporary, and relatively easy to learn compared to many other enterprise tools. For common tasks, admins are given point-and-click options- adding fields, modifying workflows, constructing macros. The knowledge base (Guide) editor is easy to use for non-developers. Drawbacks: Once you move past the initial things - complex automations, reporting/analytics in Explore, and/or customizations integrating the API, it requires much more advanced training to use successfully. Navigating between the different modules (Support, Explore, Chat, Guide) can feel very disconnected; often you are reminded that it really is a "suite" of products brought together -not really one unified platform. If you're using multiple brands managing simultaneous support tickets, or heavily customizing workflows to meet your brand, you may run into a bit of struggle with usability. So: it's a lot more user friendly than the palaces (Salesforce Service Cloud, ServiceNow), but is not used as quickly or with as much streamlined flow as a product made for a small shop. So if you are looking for a great balance, this is a good option if you are a net new organization or an organization on their way to scaling from 15 - 50 employee. Expect some elbow grease from the admin team once learning, adapting, and working efficiently once you move past the basics with your support tickets and initial customizations.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

I use support only in very emergency cases. The support hasn't been very helpful and suggests the problem is on my site

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

Convert was selected based on price point, feature set, and UI/UX. All three are very friendly to new testers and small to mid-market size companies. Their UI and tool workflow is the best out of all of the non-enterprise solutions that I have tried. There is some small room for improvement, but that only really affects power users or tests that require significant coding/development work to execute.

At the time of evaluation, Dynamics had extremely limited knowledge and support capabilities. The UI is clunky, and reporting requires a deep understanding of the underlying data structure. Ongoing maintenance was costly and didn't provide a positive ROI in any sense of the term.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

WHY we will use Zendesk in HR and PD internally

Incentivized

Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Using Convert has allowed us to make quick decisions on site edits and price changes. Seeing and sharing quick results makes our operations much more profitable.
• Connecting the tests with Shopify has produced very valuable and timely results that we can act upon as soon as we see statistically significant results.

• More than anything, provided a boost to our perceived professionalism. The portal is a massive improvement on email only support.
• Workflow optimization via macros and automations has enhanced response times and raise our 'first call resolution' metric.
• Speaking of metrics; having them at all! Before Zendesk Suite we were email only so had no insight into agent and vendor performance.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info