Mindmatrix Bridge vs. Zendesk Suite

I would only recommend Mindmatrix as a short term solution for companies that want to take advantage of the ready made drip campaigns for their vertical.

1. A lottery winner has a question about claiming their prize that involves tax implications. You can easily loop in a tax specialist from your finance department within the ticket itself for a collaborative resolution. 2. Lottery players frequently ask about specific drawing times or eligibility rules. You can set up automated responses within Zendesk to answer these common questions, saving time for your team.

Incentivized

• Drip campaigns ready to go for several Industries

• 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

Incentivized

• Navigation is confusing, not intuitive.
• Creating and changing users must be done by a ticketing request.
• Horrific support, all email and overseas, rarely talk to anyone.
• There are issues in practically every area. There are inconsistencies with sharing of contacts, sharing of client and CRM data. For example, only the owner of the campaign can see reports on that particular campaign. There are sharing inconsistencies throughout the entire program that just do not make sense.
• There is also an unusually high amount of undelivered mail, and a very high SPAM occurrence. Much higher than our backup, MailChimp for example.

• 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.

Incentivized

There are a lot of bugs and poor design in this product.

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.

Incentivized

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

In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.

There has been minor performance degradation on a very few days out of the two years I have been using the product.

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.

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 selected Mindmatrix solely based on the content they had available for our vertical.

If spoken honestly Intercom is a level-par with any nearest competitor, Tools like Zendesk has to catchup with them in speed. However, there is an advantage to Zendesk with its simple and easy-to-get software which falls in every mid and small-size business pocket wherein Intercom is way too expensive and needs a tech admin to customize the product. The kick-starting feature with negligible configuration made Zendesk the ideal choice of our organization + the budget fell under our expenses.

Incentivized

• Drip campaigns can be started right away because there are prebuilt templates for our vertical.

• 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

Incentivized