Integrify provides low-code workflow management software for automating business processes and supporting digital transformation. Integrify also offers consulting and development services to help companies implement and expand their use of workflow automation.
$35
per month per user
Zendesk Suite
Score 8.6 out of 10
N/A
Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
$69
per month per agent
Pricing
Integrify
Zendesk Suite
Editions & Modules
Integrify On-Premise
$35
per month per user
Integrify Cloud
$35
per month per user
Integrify Enhanced Cloud
$35
per month per user
Suite Team
$69
per month per agent
Suite Growth
$115
per month per agent
Suite Professional
$149
per month per agent
Suite Enterprise
Contact Sales
Offerings
Pricing Offerings
Integrify
Zendesk Suite
Free Trial
Yes
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
Yes
Yes
Entry-level Setup Fee
Optional
Optional
Additional Details
Pricing is based on the number of named or concurrent users.
If you know workflow programs, and if you are tech-savvy, then this program will help you with nearly everything. If you need a workflow made better or just need one period, then this will help. You can use it for nearly anything where there is a process. Unfortunately, in any of these scenarios, if you are not tech-savvy, then you do not want to use this program. It will be frustrating. Same can be said if you are handing the program off to someone. It can be too complex for some people. That said, if they are willing to learn the program, then you may be OK. But ultimately, you will lose time and effort. For us, Integrify was used in Admissions - the workflow had to be very specific, and was very complex when it came to the re-enrollment process; however, I would not have suggested it to HR. While it could have helped them, it would have resulted in many hours lost because of the complexity of the program if I were to have left. I'm not saying I was the be-all, end-all for it in HR! I am saying that they had never worked with a workflow program before, and it was going to cost her more time than she could spare.
Being a customer support agent, I found it very good when it comes to send an email or call or chat- with the user. I can do all that from the one single platform which is so easy and time saving for you. It does not take much time to use this, We can chat- with the user and at the same time we can send an email to them as well.
It's complicated. No, really. When you log in, you won't know much about what you're doing and you may only get about 10% of what the program is capable of. This is not a good thing as some will just give up before delving further into the program. If it is too complicated at the outset for someone who doesn't understand forms or how these kinds of programs work, you will not gain new clients unless you are there the moment they create an account. You can have someone reach out, but - in my experience - the decision to continue with a program or write it off is in the first ten minutes.
When I first looked at it, printing larger flows was an issue. They have since addressed this, so the point of mentioning this is that (while they eventually looked back at the bigger picture) looking at large and small views would have been helpful.
The people I consulted had issues with Javascript. There were ways to get around it, but these people did not have the time to spend on that and asked me to find another solution.
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?
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.
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.
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
I think Integrify was a good product for its cost. The only thing it really lacked was project management capabilities. It was difficult for our manager to go into the dashboard and see what work his employees were working on, who has what, and how long they have had certain tasks. It is doable, but just not very quick and simple.
The customisable reporting every time. Our leadership reply on me to run my team and want to know what customers are telling us so they can elevate our products. We have extensive custom reports that tie up all aspects of our product and customer journeys. I've not found another product that allows me as much freedom as Zendesk Suite explore does, so far.
For the people I consulted - it helped them put more into the personal aspects of the business. While certain processes ran, they could keep an eye on the data, but were otherwise free to focus on the important aspects of the business. They were a marketing group. Their copywriter was able to be a copywriter instead of just filling out forms all day!
It's adaptable. You can cross-pollinate any department with it, provided you know what you are doing. So, you are not getting a program for HR, and another for Marketing. Integrify can span the whole business. You can cut costs in focusing on one workflow product rather than a handful.
It did have one negative impact on the place I consulted. Their tech-savvy person left in early 2019, and nobody else was able to use the program. Nor did they want to try when opening it up and trying to understand it. I was able to help out, but ultimately they were discouraged. I would recommend training multiple people if you use this product, and emphasize their support team!
Integrating other AI solutions for an organization with high volumes can cost about USD5000 monthly. With Zendesk AI and by building onto the same with AI powered apps built for Zendesk Suite we save a projected USD4000 monthly.
Robust Zendesk APIs have enabled us to integrate our internal system with a customized app saving us hundreds of hours every quarter spent loading customer profiles that are not loaded instantly from the app.
Plug and play apps like Round robin save us weeks of sprint delay timelines as they do not require additional coding or developer support to install and start using.
