Respond.io vs. Zendesk Suite

The company's sales funnel support is well represented in Respond.io. I like how its workflow is configured with the initial support bot. It filters and provides a summary of the customer's needs, making the advisor's job easier. Calls are something the platform is sorely lacking. I understand they are under development and something we're eagerly awaiting at the company to be able to track more efficiently on a single platform. La atención del embudo de ventas de la compañía está bien representada en Respond.io me gusta como se configura su flujo de trabajo con el BOT de atención inicial, filtra y me entrega resumen de la necesidad del cliente haciendo más fácil el trabajo del asesor. Las llamadas son algo que le hace mucha falta a la plataforma, entiendo que se encuentra en desarrollo y es algo que esperamos con ansias en la compañía para poder hacer un seguimiento más eficiente en una sola plataforma. This review was originally written in Spanish and has been translated into English using a third-party translation tool. While we strive for accuracy, some nuances or meanings may not be perfectly captured.

Incentivized

Benefits of Zendesk Suite:
Support across channels In the case of a retail company with chat, email, WhatsApp and social DMs all piling up together, agents do not have to change tabs - everything comes into one screen in the Suite.
An example could be a representative for this e-commerce company on a sale weekend when they have live chat up, and also must deal with emails and complaints on social. Zendesk Suite handled all of this interaction seamlessly.
Knowledge base + self service: A SaaS platform receiving constant flow of "how do I reset my password" questions. You set up a help centre once, and are able to deflect hundreds of tickets for months and years.
Even better when combining with Answer Bot, where the bot begins suggesting articles without even a human interacting with the tickets.
Scaling customer service teams: A startup that has just expanded from 5 customer service representatives to 50 customer service representatives. Zendesk Suite automates routing, SLAs, macros, and analytics, when it could never work with Google Workspace + sticky notes.
This is especially helpful when managers want to be able to report or analyze ticketing conversations to see trends in perhaps their backlog, or a customer service representative is running into consistent workflows.
Globalization: A company with support teams that are spread across time zones and languages. Zendesk Suite enables for business hours, language packs, and localized help centers. It even comes with routing either by skill or region

Incentivized

• Very easy onboarding process for a variety of different communication channels (easy to do yourself)
• Detailed onboard of new clients with a white glove approach enabling a quick setup
• Constantly innovating, updating, and listening to user feedback to provide a growing platform!

Incentivized

• 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.

Incentivized

• Improve the quality of calls via WhatsApp
• Multimedia files are frequently affected
• Sometimes contact channels do not allow sending or receiving messages using automated templates
• Mejorar la calidad en las llamadas vía Whatsapp
• Archivos multimedia frecuentemente se ven afectados
• En ocasiones los canales de contacto no permiten enviar o recibir mensajes mediante plantillas automatizadas

• 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.

Incentivized

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

Respond.io is highly intuitive and user-friendly, making it easy for team members across different departments to adopt and use effectively. The features various tools that allow handling and assigning customers rapidly. The small gap preventing a perfect score relates to limited internal collaboration features, relying solely on mentions and notes.

I used to work without a ticketing service, and everything was handled on an email provider, this made it very difficult to track, no integrations to the software complicating the use of internal tools or other software like Guru, Zendesk Suite wasn't hard to learn, in fact it was very easy, very straightforward, and I was an admin learning to use several tools at the same time.

Incentivized

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.

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

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.

There is not a lot of implementation, it's all setup and you just start using it. We did do some email to ticket setup and that worked really well. The only thing that didn't work for us was the Salesforce integration, maybe your mileage will vary.

They offer similar services; the call service, at least, is the one that has the connection, and in some cases we replace one of them with Respond.io and use the other on hand to complement the functions we have.

Even these two have a ticketing system but that I also used previously but Zendesk Suite has a very clear ticketing system - it does not take much time to understand and use it, the interface is easy and the automation system also works up to the expectation, it is not just easy for the users but for us from the backed support as well, it is so user-friendly.

Incentivized

WHY we will use Zendesk in HR and PD internally

Incentivized

• Thanks to Respond.io, the company has seen a 30% increase in sales, considering only new customers, and the flow of sales messages has increased by 60%.
• Support cycles shortened by up to 50%
• Automation of up to 30% in technical support tasks
• Gracias a Respond.io la compañía a tenido incremento de ventas en un 30% considerando solo clientes nuevos , además el flujo de mensajes de ventas aumento en un 60%
• Ciclos de soporte acortados hasta en un 50%
• Automatización hasta en un 30% en tareas de soporte técnico

• Customer Success looks at ticket resolution surveys as part of their CSAT scores and either thanks their customer for a positive review or reaches out if it's a negative review.
• Sales uses Zendesk to make sure their new prospects are getting POCs properly set up quickly and fix any issues while they do a trial of our tool.
• Onboarding uses Zendesk to quickly make sure new customers implementations and user access are set up to help them start implementation faster.

Incentivized