Microsoft Viva Goals (discontinued) vs. TeamSense vs. Zoho Desk

Well suited for

• Companies that have experience of using the OKR methodology and have a clear understanding of what it is
• Companies that are planning to expand/scale the OKR program
• Companies that are looking to reduce the effort involved in running the OKR program

Ill-suited for:

• Companies that are using OKRs for the first time and do not have a clear understanding of the methodology

Incentivized

Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.

Incentivized

• Visualizing the hierarchy and relationship between objectives and key results. The nesting and double alignment functionality are especially helpful, as they can't easily be expressed on, say, a simple worksheet or Confluence page.
• Reminding the team to make regular check-ins. What gets measured gets done. This prevents the common pitfall of setting goals and not revisiting them until the end of a project (when it is too late).
• Integration with external sources for automated check-ins. Why do this manually when it can happen behind the scenes?

Incentivized

• It provides a simple widget code with a few clicks once you decide to integrate it with your website or application.
• There is a very user friendly dedicated mobile application for Zoho Desk for Android and IOS devices.
• You can easily track all of your tickets and agents from the dashboard interface.
• You can insert tags with each ticket to group them into specific categories for analysis and troubleshooting.

Incentivized

• Accelerate integrations and add more integrations.
• Ally.io has room for improvement in providing benchmark in-depth analysis across industries, same-size companies, etc.
• Ally.io can still improve upon some of its product features and communicating the releases. Videos have been extremely helpful.

Incentivized

• The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
• [I feel] its customer support needs improvement.

Incentivized

I give [Zoho Desk] [an] overall usability score of 9. This is partly due to the search functionality needs improvement. There are several times where I am left unable to find a ticket and have to generate a new one. I am hoping in the future that they will make some changes!

Incentivized

As Zoho Support is based in a different timezone to ours it can be an issue that we cannot get an immediate response to an issue. But I will say that once their Support is in the office they are fairly good to respond. they have resolved almost all issues I have told them about, but Zoho have also made system changes and not communicated these beforehand which means we are faced with something new and cannot get support on this until their support team is in the office

Incentivized

Microsoft Viva comes with Teams. The Monday board is helpful too, but I just like Microsoft Viva better

Incentivized

We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.

Incentivized

• Ally.io has had a positive impact so far in reducing the effort involved in managing the entire OKR program.
• It also has brought with itself the opportunities to avail training and Q&A sessions with experts
• Increased the overall engagement of the company with its objectives

Incentivized

• Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
• By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
• All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.

Incentivized