Glia vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Glia
Score 7.0 out of 10
Enterprise companies (1,001+ employees)
Glia (formerly Salemove) creates customer engagement solutions that enable companies to provide an in-person customer experience online. Through its all-in-one platforms, companies are able to identify high-value website visitors, communicate through live chat, audio, and video, and provide visual context and engagement through CoBrowsing and Live Observation. The vendor’s value proposition is that this creates deeper, more meaningful conversations between companies and their customers -…N/A
Zendesk Suite
Score 8.2 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$55
per month agent
Pricing
GliaZendesk Suite
Editions & Modules
No answers on this topic
Support Team (Foundational Support Only)
$19
per month agent
Suite Team
$55
per month agent
Support Professional
$55
per month agent
Suite Growth
$89
per month agent
Suite Professional
$115
per month agent
Support Enterprise
$115
per month agent
Suite Enterprise
$169
per month agent
Offerings
Pricing Offerings
GliaZendesk Suite
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Features
GliaZendesk Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Glia
-
Ratings
Zendesk Suite
8.1
109 Ratings
3% above category average
Organize and prioritize service tickets00 Ratings8.4108 Ratings
Expert directory00 Ratings7.268 Ratings
Subscription-based notifications00 Ratings7.474 Ratings
ITSM collaboration and documentation00 Ratings7.970 Ratings
Ticket creation and submission00 Ratings9.1109 Ratings
Ticket response00 Ratings8.8108 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Glia
-
Ratings
Zendesk Suite
7.9
97 Ratings
2% above category average
External knowledge base00 Ratings7.893 Ratings
Internal knowledge base00 Ratings8.188 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Glia
-
Ratings
Zendesk Suite
7.9
107 Ratings
3% above category average
Customer portal00 Ratings7.484 Ratings
IVR00 Ratings7.835 Ratings
Social integration00 Ratings7.366 Ratings
Email support00 Ratings8.5105 Ratings
Help Desk CRM integration00 Ratings8.679 Ratings
Best Alternatives
GliaZendesk Suite
Small Businesses
Sogolytics
Sogolytics
Score 8.9 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Medium-sized Companies
CustomerSuccessBox
CustomerSuccessBox
Score 9.5 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Quadient Inspire
Quadient Inspire
Score 9.4 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
GliaZendesk Suite
Likelihood to Recommend
8.2
(2 ratings)
8.3
(147 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(40 ratings)
Usability
-
(0 ratings)
6.8
(20 ratings)
Availability
-
(0 ratings)
8.6
(13 ratings)
Performance
-
(0 ratings)
8.0
(10 ratings)
Support Rating
8.2
(1 ratings)
9.0
(29 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
-
(0 ratings)
9.0
(18 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
GliaZendesk Suite
Likelihood to Recommend
Glia
It is well suited for repeatable user journeys that require a high touch and service environment. Glia excels at providing tools that enable and create engagement, in a diverse form of options and methods. It is fully customizable and integration is better than simple. Glia is probably less suited for an organization that is looking for a self-service engagement tool, not manned by users.
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Zendesk
The ability to Merge tickets is a good to have feature. Navigation is easy from one ticket to another ticket without having to go back to the list. Admin options should be more clear, internal menu navigation is complex and creates more confusion while arranging the sections and articles. Channel Management is good but Forum management can be brought in with more flexibility. More Apps integration or flexibility in APIs so that a newbie can also integrate the application into the software. A redundant software that brings in 360-degree communication of support/service concepts into practicality however if the option to compile texting with platforms like ringcentral, Twilio or Dialpad will be an awesome thing to share ticket updates with custom templates.
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Pros
Glia
  • The ability to conduct a co-browse session quickly and easily has been a big hit for our customers and employee base.
  • SaleMove is always looking for creative new ideas to help provide additional value to our customers.
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Zendesk
  • Reporting and Analytics
  • Ease of Agent Training and Use
  • Able to add multiple brands with related custom reports and dashboards
  • Adding a new brand and basic help center is easy to do without the need of an expert or web team
  • Ability of agents and supervisors to see customer history across multiple channels
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Cons
Glia
  • Lack of SMS integration.
  • The development required for integration into custom CRMs.
  • Roadmap features AI-powered initiatives, but it is a product that integrates with AI and not a new or advanced AI tool.
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Zendesk
  • I think the Graphical User Interface could use a facelift. It not the most aesthetically pleasing platform in my experience.
  • Particular things like where the default is when you click on each and every dropdown menu.
  • The macro integration could be a little more simplified.
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Likelihood to Renew
Glia
No answers on this topic
Zendesk
Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
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Usability
Glia
No answers on this topic
Zendesk
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
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Reliability and Availability
Glia
No answers on this topic
Zendesk
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
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Performance
Glia
No answers on this topic
Zendesk
There has been minor performance degradation on a very few days out of the two years I have been using the product.
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Support Rating
Glia
This is Glia's largest strength. The integration and initial configuration were done exclusively by Glia, freeing up our limited technology resources. Especially at the beginning of our relationship, the customer success team on a scheduled basis assisted in the review of our data and KPIs while offering strategies to improve services and achieve higher ROI. None of these services were offered for a premium and this demonstrates the commitment Glia has to launch successful partnerships.
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Zendesk
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.
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Online Training
Glia
No answers on this topic
Zendesk
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.
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Implementation Rating
Glia
No answers on this topic
Zendesk
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
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Alternatives Considered
Glia
The customer success team was superior, as was the possibility of pro-active engagements across all mediums and platforms. Pricing models in this space are comparable, however, the enhanced auxiliary features, as well as a stronger product road map for development, tipped the scales towards Glia. The product road map is always made available to customers, and most initiatives are deployed on time.
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Zendesk
Although a bit pricey, it does the job well. We are happy with the results it provides; our team is also quite satisfied on how easy it is to use, login and start working. Compared to the other two we have tried, Zendesk takes the cake. It makes Customer Management much easier, more efficient, and more effective.
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Return on Investment
Glia
  • We have seen NPS results increase since using SaleMove
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Zendesk
  • The positives weigh more than the negatives here, as it gives us a one-stop portal where we can tend to customer needs using one web app
  • It has also helped us identify areas of improvement based on the reporting feature
  • The value it provides outweighs any missing or lacking features that I'm sure will be available in the future
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ScreenShots

Glia Screenshots

Screenshot of Screenshot of Screenshot of

Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations