Salesforce Agentforce Service vs. Zendesk Chat

Probably where you have a number of service teams that all contribute to a knowledge base is one area that's really useful. AI response, it looks like with AgentForce, that's going to be one of our next deployments. So they're AI based on the trust layer is, I like that it has the trust layer because it's already got some built in safeguards around privacy and security controls for AI, which is very important right now. Where it's probably less useful:gain, round robining a very email heavy conversation, so it's not the best email tool. A lot of our team still uses Gmail and logs to the case rather than actually emailing directly out of Salesforce. Email signatures are not great because you can only have plain text email signatures, you can't have HTML.

Incentivized

[Zendesk Chat (formerly Zopim) is well suited for] any business with online services that want to improve their direct communication with their customers. But please make sure this is just a tool for communication with the customer, the team behind this chat is much more important.

Incentivized

• Allows us to make changes quickly and with relative ease
• Can be flexible enough to use among several teams who do very different work
• Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system

Incentivized

• Extremely fluid chat interface allows for easy communication.
• It can be used directly on a website page or as a widget.
• Allows the end user to translate the chat into their own native language.
• Notifies you with pending chats via on-screen notifications and sound effects.

• There is a slight scope for error, but sometimes it has a heavy impact. So this can be improved.
• Costing is high.
• Maintenance is more.
• Expertise is required for implementation.
• The number of communication messages have some limit per organisation account.

Incentivized

• Zendesk/Zoopim is right around an entire Live visit programming .There isn't an approach to compel the client to answer certain inquiries preceding entering the talk. The talk transcripts some of the time take long to appear in the visit history .
• Exhausting outline for the talk message box
• No work area warnings
• Warning sound just played once. Since we are not at the front counter constantly, it would make our work more troublesome since we expected to continue checking the site.
• No portable application
• In the event that we shut program window we would be promptly disconnected.

Incentivized

Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.

Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.

I love that the Salesforce Service cloud provides all of the functionality that I need when implementing business processes for our customer support representatives. It even has enough functions and features that allow us to customize and expand upon our current processes, giving us the ability to go above and beyond what we've thought we could ever do. Using cases coupled with Salesforce's automation tools help ease the workload and keeps our data integrity intact.

Incentivized

As mentioned previously, it's a clunky product that lacks user-friendliness. It feels old and behind the times compared to other products we have used. The inability to have a wrap-up time before a new chat comes in is also a big issue for our team.

Incentivized

Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.

Load times can be slow, but this is also based on how much customization you have done. We added a lot of custom fields which could cause additional slowness in loading. This was never anything that affected our overall efficiency. I did not notice that Service Cloud slowed down any of the systems we had it integrated with

Incentivized

Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.

Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.

Incentivized

Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.

Incentivized

Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.

Incentivized

I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations

Incentivized

Zendesk - I think it's not exactly user-friendly for the final user, but it's user-friendly for the configuration. So it's easier to manage when we have these amounts of data we're going through and it's more AI prepared. So by far Salesforce is more ready for what we want as the next level of hyper-personalization in sales and for sales.

Incentivized

In one of my previous organizations, our client migrated the support tool from Zendesk Chat to Helpshift. I felt Zendesk Chat was a more user-friendly support tool than Helpshift. Zendesk Chat is so beginner friendly, whereas the other tools were so confusing compared to Zendesk Cha.

The product has scaled up with our company growth just fine. No issues here other than slowness in clicking around and running reports

Incentivized

• Positive, absolutely the speed to market and being able to get the product out there. The continuous improvement that we've been able to deliver in terms of small incremental developments, moving from basically a more rigid homegrown solution that they had where the turnaround time was about six monthly releases. We've got it down to three monthly releases of hoping to go to one month releases very soon. So just that whole speed to market being government, I mean that is just a major improvement in terms of what they've been able to do.
• I think the negative part was integrating it and the complexity we had in terms of integrating DevOps as a concept and being able to use the Salesforce DevOps tools to be able to get that all rolled out in their existing current, very structured and rigid environment. And that probably took us a solid year to get those processes up and running. But yeah, now that it's working, it's absolutely fabulous.

Incentivized

• Positive impact - Compared to our old system, this newly updated system provides features and functionality that has increased our agent productivity and provided customer insight like we've never had before. This has resulted in fewer hold times and higher customer satisfaction.
• Negative impact - Our reporting team still struggles with obtaining the right information from time to time with the chats. This leads to loss of productivity and more resources dedicated to reporting.
• Positive impact - Due to Zopim's embed, we are able to more successfully place them on the appropriate self-service portals and pages, reaching a larger audience, and being more readily available to answer our client's questions. This has resulted in an increase in our self-service portal usage, driving down the phone and email support channels, which in turn reduces support costs.

Incentivized