SurveyLab vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
SurveyLab
Score 9.7 out of 10
N/A
SurveyLab is a professional survey tool that can be used in the multiple areas that include: Customer Experience Managerment, HR (incl. 360 Feedback), Market Research, online tests and forms. The product has been in the market for 10 years. The vendor says their distinguishing feature is providing dedicated customer support and on-demand development for clients. The system also provides white-label opition and integrations with other tools, via API, which means a wide variety of…N/A
Zendesk Suite
Score 8.5 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
SurveyLabZendesk Suite
Editions & Modules
No answers on this topic
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
SurveyLabZendesk Suite
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
SurveyLabZendesk Suite
Top Pros
Top Cons

No answers on this topic

Features
SurveyLabZendesk Suite
Survey Format & Appearance
Comparison of Survey Format & Appearance features of Product A and Product B
SurveyLab
8.5
1 Ratings
7% above category average
Zendesk Suite
-
Ratings
Survey templates7.31 Ratings00 Ratings
Themes9.11 Ratings00 Ratings
Custom logo/branding9.11 Ratings00 Ratings
Survey Content
Comparison of Survey Content features of Product A and Product B
SurveyLab
8.8
1 Ratings
3% above category average
Zendesk Suite
-
Ratings
Changes to live survey9.11 Ratings00 Ratings
Question design help8.21 Ratings00 Ratings
Multiple question types9.11 Ratings00 Ratings
Survey Logic
Comparison of Survey Logic features of Product A and Product B
SurveyLab
9.1
1 Ratings
10% above category average
Zendesk Suite
-
Ratings
Survey logic flexibility9.11 Ratings00 Ratings
Survey Reporting & Analytics
Comparison of Survey Reporting & Analytics features of Product A and Product B
SurveyLab
8.5
1 Ratings
4% above category average
Zendesk Suite
-
Ratings
Response tracking7.31 Ratings00 Ratings
Data export8.21 Ratings00 Ratings
Standard reports9.11 Ratings00 Ratings
Custom reports9.11 Ratings00 Ratings
Analytics9.11 Ratings00 Ratings
Survey Administration & Security
Comparison of Survey Administration & Security features of Product A and Product B
SurveyLab
8.6
1 Ratings
0% below category average
Zendesk Suite
-
Ratings
Access controls8.21 Ratings00 Ratings
Compliance9.11 Ratings00 Ratings
Survey Distribution
Comparison of Survey Distribution features of Product A and Product B
SurveyLab
9.1
1 Ratings
10% above category average
Zendesk Suite
-
Ratings
Vendor-offered crowdsourcing9.11 Ratings00 Ratings
Respondent restrictions9.11 Ratings00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
SurveyLab
-
Ratings
Zendesk Suite
8.7
151 Ratings
11% above category average
Organize and prioritize service tickets00 Ratings9.0150 Ratings
Expert directory00 Ratings8.0100 Ratings
Subscription-based notifications00 Ratings8.4104 Ratings
ITSM collaboration and documentation00 Ratings8.3102 Ratings
Ticket creation and submission00 Ratings9.3150 Ratings
Ticket response00 Ratings9.2149 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
SurveyLab
-
Ratings
Zendesk Suite
8.4
136 Ratings
10% above category average
External knowledge base00 Ratings8.3130 Ratings
Internal knowledge base00 Ratings8.4124 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
SurveyLab
-
Ratings
Zendesk Suite
8.6
147 Ratings
12% above category average
Customer portal00 Ratings8.7118 Ratings
IVR00 Ratings8.457 Ratings
Social integration00 Ratings8.095 Ratings
Email support00 Ratings9.1144 Ratings
Help Desk CRM integration00 Ratings8.9109 Ratings
Best Alternatives
SurveyLabZendesk Suite
Small Businesses
Square 9 Softworks
Square 9 Softworks
Score 9.8 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Square 9 Softworks
Square 9 Softworks
Score 9.8 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Verint Voice of the Customer
Verint Voice of the Customer
Score 9.3 out of 10
Front
Front
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
SurveyLabZendesk Suite
Likelihood to Recommend
9.1
(1 ratings)
8.8
(189 ratings)
Likelihood to Renew
-
(0 ratings)
10.0
(43 ratings)
Usability
-
(0 ratings)
8.8
(62 ratings)
Availability
-
(0 ratings)
8.6
(13 ratings)
Performance
-
(0 ratings)
8.0
(10 ratings)
Support Rating
-
(0 ratings)
6.5
(31 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
SurveyLabZendesk Suite
Likelihood to Recommend
7 Points Ltd.
MySurveyLab is best to use to measure satisfaction, both employee satisfaction and customer satisfaction.
Read full review
Zendesk
One specific thing I love about Zendesk Suite lately is the ability to use AI "Enhance writing" it allows me to freehand a response and then have it help me sound more formal or friendly, this is very useful, not only for those free handed ones, but also when you need to repeat the same information to a customer, it can help you make it sound slightly different. I don't like that when a ticket comes, even if you have the shortcut to toggle between chat and email, it doesn't actually toggle.
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Pros
7 Points Ltd.
  • They have great support that always will help you.
  • MySurveyLab is very flexible. Some things can be done in several ways.
  • They have a very good analytics module with trends, dashboards and data segments. This can give you another view of your data.
  • Collectors add flexibility to surveys. You can collect surveys from a few different source at once
  • They have a mobile application that can collect responses offline(!)
Read full review
Zendesk
  • UI/UX; mature macros and automations, slick and well thought out UI.
  • Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
  • Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.
Read full review
Cons
7 Points Ltd.
  • Summary export in Excel could be nicer.
  • Tags in the left menu could be more intuitive.
Read full review
Zendesk
  • The development of messaging out of the earlier Chat module is clunky and still has limitations for multi language flows.
  • When creating queries in Explore, you can't search for 'or' conditions, only 'And', meaning you have to build multiple queries and manually add them.
  • You can't download the charts in the reports, they come down as tables and then you have to make your own charts.
Read full review
Likelihood to Renew
7 Points Ltd.
No answers on this topic
Zendesk
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.
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Usability
7 Points Ltd.
No answers on this topic
Zendesk
Zendesk Suite is a straightforward solution that provides agents with everything they need on the same screen. Allowing an agent to navigate one tab, one screen and switch between features, pin favorite features while viewing the customer profile and details in 360degrees. A view like this empowers agents to support customers better and in a more composed state.
Read full review
Reliability and Availability
7 Points Ltd.
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.
Read full review
Performance
7 Points Ltd.
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.
Read full review
Support Rating
7 Points Ltd.
No answers on this topic
Zendesk
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
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Online Training
7 Points Ltd.
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.
Read full review
Implementation Rating
7 Points Ltd.
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
7 Points Ltd.
Read full review
Zendesk
Zendesk Suite is exceptionally user friendly and highly customisable. Free training for all levels and roles of users which is easy to follow and engaging for users is particularly helpful along with the added support behind the scenes from Zendesk support and the Zendesk community is second to none.
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Return on Investment
7 Points Ltd.
  • With MySurveyLab we were able to react immediately when customers were not happy, and this reduced churn a lot
Read full review
Zendesk
  • We have been able to deliver IT accurately and onetime
  • Our customers have been able to provide feedback on a given ticket and helped us build a better support structure
  • Zendesk Suite has allowed us to be more efficient in our every day operations
Read full review
ScreenShots

SurveyLab Screenshots

Screenshot of Dashboard ViewScreenshot of Screenshot of Screenshot of Screenshot of Screenshot of

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