Khoros CX Insights vs. Zendesk Support Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Khoros CX Insights
Score 7.9 out of 10
N/A
Khoros CX Insights (formerly Topbox, acquired by Khoros January 2021) offers Enterprise Conversation Analytics software as a solution to aggregate conversational data from every customer interaction for deep analysis. The vendor states everywhere customers talk to or about a company, the solution is listening with AI-backed natural language processing to deliver a unified view of any customer’s experience with a brand.N/A
Zendesk Support Suite
Score 8.0 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…
$19
per agent/month billed annually
Pricing
Khoros CX InsightsZendesk Support Suite
Editions & Modules
No answers on this topic
Support Team (Foundational Support Only)
$19.00
per agent/month billed annually
Suite Team
$49.00
per agent/month billed annually
Suite Growth
$79.00
per agent/month billed annually
Suite Professional
$99.00
per agent/month billed annually
Suite Enterprise
$150.00
per agent/month billed annually
Additional Enterprise-Ready Plans, starting at...
$215.00
per agent/month billed annually
Offerings
Pricing Offerings
Khoros CX InsightsZendesk Support Suite
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
Khoros CX InsightsZendesk Support Suite
Top Pros
Top Cons
Features
Khoros CX InsightsZendesk Support Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Khoros CX Insights
-
Ratings
Zendesk Support Suite
6.8
97 Ratings
18% below category average
Organize and prioritize service tickets00 Ratings7.796 Ratings
Expert directory00 Ratings5.458 Ratings
Subscription-based notifications00 Ratings5.867 Ratings
ITSM collaboration and documentation00 Ratings5.761 Ratings
Ticket creation and submission00 Ratings8.197 Ratings
Ticket response00 Ratings7.996 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Khoros CX Insights
-
Ratings
Zendesk Support Suite
6.6
86 Ratings
19% below category average
External knowledge base00 Ratings6.582 Ratings
Internal knowledge base00 Ratings6.877 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Khoros CX Insights
-
Ratings
Zendesk Support Suite
6.0
95 Ratings
28% below category average
Customer portal00 Ratings5.474 Ratings
IVR00 Ratings4.330 Ratings
Social integration00 Ratings6.358 Ratings
Email support00 Ratings7.093 Ratings
Help Desk CRM integration00 Ratings6.869 Ratings
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Khoros CX InsightsZendesk Support Suite
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Score 8.5 out of 10
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Score 9.0 out of 10
Medium-sized Companies
Quadient Inspire
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Score 9.7 out of 10
Agiloft Flexible Service Desk Suite
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Score 9.0 out of 10
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Score 9.7 out of 10
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Score 9.1 out of 10
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User Ratings
Khoros CX InsightsZendesk Support Suite
Likelihood to Recommend
7.3
(1 ratings)
6.8
(135 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(39 ratings)
Usability
-
(0 ratings)
10.0
(19 ratings)
Availability
-
(0 ratings)
8.6
(26 ratings)
Performance
-
(0 ratings)
8.0
(20 ratings)
Support Rating
-
(0 ratings)
8.8
(49 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
-
(0 ratings)
9.0
(35 ratings)
Configurability
-
(0 ratings)
9.3
(3 ratings)
User Testimonials
Khoros CX InsightsZendesk Support Suite
Likelihood to Recommend
Khoros (Formerly Spredfast + Lithium)
There are many ways in which to see information and this is great, the issue is the quality of the information. We are lacking sources. Everything is biased to Twitter and this does not portray a reasonable amount of information to make decisions.
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Zendesk
It is great for small startup companies and even big companies. Zendesk support sometimes lacks speed but they seemed to solve issues quickly once they get a grip on it. Might not be on everyone's budget, especially with small start-ups. Overall, I was happy to work with Zendesk and it was very easy to use and learn.
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Pros
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
Zendesk
  • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
  • Zendesk makes it easy for users to indicate if they are available to respond or not.
  • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
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Cons
Khoros (Formerly Spredfast + Lithium)
  • Getting info from LinkedIn.
  • Getting info from web pages.
  • Getting info from newspapers and other articles.
  • Getting info from more platforms.
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Zendesk
  • delays during chat where the last message sent does not reflect at once and needs a page refresh
  • problems with reporting that does not show real-time data when pulled up
  • creation of child tickets a bit buggy, does not reflect after adding one
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Likelihood to Renew
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
Zendesk
There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
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Usability
Khoros (Formerly Spredfast + Lithium)
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
Khoros (Formerly Spredfast + Lithium)
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
Khoros (Formerly Spredfast + Lithium)
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
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
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
Khoros (Formerly Spredfast + Lithium)
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
Khoros (Formerly Spredfast + Lithium)
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
Khoros (Formerly Spredfast + Lithium)
Khoros is missing to analyze more sources for information. Search bar is great.
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Zendesk
Zendesk has much more functionality on the canned responses so the team saves time in selecting the repeated small issues and reduces the chance of error, or the team member frankly getting bored. Secondary the tickets system is far superior to Intercom especially how it keeps the client updated automatically on the tickets updates saving the teams efforts. I do feel Intercom has better user comms and behvaiour tracking functionality
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Return on Investment
Khoros (Formerly Spredfast + Lithium)
No answers on this topic
Zendesk
  • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
  • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
  • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
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ScreenShots

Khoros CX Insights Screenshots

Screenshot of An omnichannel customer experienceScreenshot of CX InsightsScreenshot of Discovery Topbox AI