Likelihood to Recommend Firebase should be your first choice if your platform is mobile first. Firebase's mobile platform support for client-side applications is second to none, and I cannot think of a comparable cross-platform toolkit. Firebase also integrates well with your server-side solution, meaning that you can plug Firebase into your existing app architecture with minimal effort.
Firebase lags behind on the desktop, however. Although macOS support is rapidly catching up, full Windows support is a glaring omission for most Firebase features. This means that if your platform targets Windows, you will need to implement the client functionality manually using Firebase's web APIs and wrappers, or look for another solution.
Read full review Zendesk Chat is suited for all the support teams that provide real-time assistance. Like if someone wants to block the debit/credit card, it is a high-priority case that needs real-time assistance. Whereas issues like close my account, and invoice request doesn't need real-time assistance, where Zendesk tickets support will be perfect.
Read full review Pros Analytics wise, retention is extremely important to our app, therefore we take advantage of the cohort analysis to see the impact of our middle funnel (retargeting, push, email) efforts affect the percent of users that come back into the app. Firebase allows us to easily segment these this data and look at a running average based on certain dates. When it comes to any mobile app, a deep linking strategy is essential to any apps success. With Firebase's Dynamic Links, we are able to share dynamic links (recognize user device) that are able to redirect to in-app content. These deep links allow users to share other deep-linked content with friends, that also have link preview assets. Firebase allows users to effectively track events, funnels, and MAUs. With this simple event tracking feature, users can put organize these events into funnels of their main user flows (e.g., checkout flows, onboarding flows, etc.), and subsequently be able to understand where the drop-off is in the funnel and then prioritize areas of the funnel to fix. Also, MAU is important to be able to tell if you are bringing in new users and what's the active volume for each platform (Android, iOS). Read full review Extremely fluid chat interface allows for easy communication. It can be used directly on a website page or as a widget. Allows the end user to translate the chat into their own native language. Notifies you with pending chats via on-screen notifications and sound effects. Read full review Cons Attribution and specifically multi-touch attribution could be more robust such as Branch or Appsflyer but understand this isn't Firebases bread and butter. More parameters. Firebase allows you to track tons of events (believe it's up to 50 or so) but the parameters of the events it only allows you to track 5 which is so messily and unbelievable. So you're able to get good high-level data but if you want to get granular with the events and actions are taken on your app to get real data insight you either have to go with a paid data analytics platform or bring on someone that's an expert in SQL to go through Big Query. City-specific data instead of just country-specific data would have been a huge plus as well. Read full review Linking with a telephone, so the agent is only working on 1 channel at a time More simplified way to create and use templates Link users who may have provided us a new/different email from what we have on file for them Read full review Likelihood to Renew Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.
Read full review Usability It is simple to use overall, the console's main menu is divided into Develop, Quality, Analytics and Grow - which have further subdivisions by their set of features and tools. Develop and Quality are relevant for product and tech. Analytics is relevant for product, analytics and Grow is relevant for marketing. This makes the overall use very easy.
Read full review Support Rating Our analytics folks handled the majority of the communication when it came to customer service, but as far as I was aware, the support we got was pretty good. When we had an issue, we were able to reach out and get support in a timely fashion. Firebase was easy to reach and reasonably available to assist when needed.
Read full review Read full review Alternatives Considered Before using Firebase, we exclusively used self hosted database services. Using Firebase has allowed us to reduce reliance on single points of failure and systems that are difficult to scale. Additionally, Firebase is much easier to set up and use than any sort of self hosted database. This simplicity has allowed us to try features that we might not have based on the amount of work they required in the past.
Read full review I prefer Zendesk Chat (formerly Zopim) over
Talkdesk , as it provides customers with written proof of their conversation and customers are able to rate the conversation once it is done. Also, it's easier to find a previous conversation in Zendesk Chat (formerly Zopim) than in
Talkdesk .
Read full review Return on Investment Makes building real-time interfaces easy to do at scale with no backend involvement. Very low pricing for small companies and green-fields projects. Lack of support for more complicated queries needs to be managed by users and often forces strange architecture choices for data to enable it to be easily accessed. Read full review Positive impact - Compared to our old system, this newly updated system provides features and functionality that has increased our agent productivity and provided customer insight like we've never had before. This has resulted in fewer hold times and higher customer satisfaction. Negative impact - Our reporting team still struggles with obtaining the right information from time to time with the chats. This leads to loss of productivity and more resources dedicated to reporting. Positive impact - Due to Zopim's embed, we are able to more successfully place them on the appropriate self-service portals and pages, reaching a larger audience, and being more readily available to answer our client's questions. This has resulted in an increase in our self-service portal usage, driving down the phone and email support channels, which in turn reduces support costs. Read full review ScreenShots