Lytics vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Lytics
Score 8.0 out of 10
N/A
Lytics is a customer data platform (CDP) from the company of the same name in Portland.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
LyticsZendesk Suite
Editions & Modules
Starter
Free
Professional
Contact Sales
Enterprise
Contact Sales
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
LyticsZendesk Suite
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Features
LyticsZendesk Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Lytics
-
Ratings
Zendesk Suite
8.1
109 Ratings
1% above category average
Organize and prioritize service tickets00 Ratings8.4108 Ratings
Expert directory00 Ratings7.268 Ratings
Subscription-based notifications00 Ratings7.374 Ratings
ITSM collaboration and documentation00 Ratings7.870 Ratings
Ticket creation and submission00 Ratings9.0109 Ratings
Ticket response00 Ratings8.8108 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Lytics
-
Ratings
Zendesk Suite
7.9
97 Ratings
0% below category average
External knowledge base00 Ratings7.793 Ratings
Internal knowledge base00 Ratings8.088 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Lytics
-
Ratings
Zendesk Suite
7.8
107 Ratings
1% below category average
Customer portal00 Ratings7.384 Ratings
IVR00 Ratings7.735 Ratings
Social integration00 Ratings7.266 Ratings
Email support00 Ratings8.4105 Ratings
Help Desk CRM integration00 Ratings8.579 Ratings
Best Alternatives
LyticsZendesk Suite
Small Businesses
Klaviyo
Klaviyo
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
Klaviyo
Klaviyo
Score 8.9 out of 10
Agiloft Flexible Service Desk Suite
Agiloft Flexible Service Desk Suite
Score 9.0 out of 10
Enterprises
Treasure Data
Treasure Data
Score 8.4 out of 10
SAP Service Cloud
SAP Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
LyticsZendesk Suite
Likelihood to Recommend
8.6
(4 ratings)
8.3
(147 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(40 ratings)
Usability
-
(0 ratings)
7.0
(20 ratings)
Availability
-
(0 ratings)
8.6
(13 ratings)
Performance
-
(0 ratings)
8.0
(10 ratings)
Support Rating
-
(0 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
LyticsZendesk Suite
Likelihood to Recommend
Lytics
Not a unified audience database but for segmenting for programmatic advertising [Lytics is] excellent[.] It is an identity / email driven database[.] Does not combine users into one master record[.] Excellent built-in scoring mechanisms which I use regularly to isolate most engaged 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
Lytics
  • Analytics: it's easy to obtain and understand.
  • Usability: the database is intuitive and easy to learn.
  • Targeting: you can easily reach your target audience.
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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
Lytics
  • Uptime.
  • Monitoring
  • Relational-table-like functionality
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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
Lytics
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
Lytics
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
Lytics
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
Lytics
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
Lytics
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
Lytics
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
Lytics
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
Lytics
We evaluated 5-8 CDP's and picked Lytics[.]
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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
Lytics
  • Positive: Customers are retained through another outlet.
  • Positive ROI: we've made a lot of money using the program.
  • Positive: We're using Lytics targeting with email integrations to reach specific subscribers in ways we never thought possible.
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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

Lytics Screenshots

Screenshot of Audience DiscoveryScreenshot of Profile SummaryScreenshot of Orchestration

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