SocialBee vs. Zendesk Suite

SocialBee is very ideal for busy individuals or small agencies that are not privileged with time. Social media management can be one of the most tedious tasks in anybody's business. SocialBee covers the majority of the tasks. Set it up once and you're done (practically forever) With all its powerful features though, it can be a little more complicated for a non-techie person. If your requirements are just simple post-scheduling, you can use other alternatives.

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Zendesk is good for small teams where work is not passed along to internal teams or situations where escalations lead to further customer interactions and no further oversight is needed. It is weak as a product for larger and medium-sized companies, where processes are in place that are not aligned with its workflow, as it is a very rigid tool.

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• All major social platforms are available.
• Posts can be organized per category, per client.
• Hashtag organizer.
• Links manager, with integrations to popular link shortener tools (we use Switchy, and it works smoothly)

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• Merging of the tickets with similar issues, it is easy to avoid confusion
• Al global team somehow gets connected with different ways like Slack, with the Zendesk Suite which is so easier to highlight & the issue quickly
• The best thing is that this tool gives you to send the message via chat-, email, call through the one single platform
• Now AI has been added so it works good

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• Though it's not clunky, it can improve on the loading speeds while working.
• The UI/UX can be further improved (nice and neat instead of big cards especially on the categories page)
• I would love it if the scheduler can be expanded into 2-weeks or monthly range. So we can post categories that are on a 2x a month and 1x a month frequency.

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• Is there a way for AEs and CSMs to be informed in a weekly summary of all their accounts and any tickets? Example: Disney submitted a ticket on XYZ. Google has an urgent issue on X still unresolved.
• Is there a way for CSMs or AEs to have a Dashboard that's specific to their accounts instead of seeing all the tickets in the queue that are not relevant to them?

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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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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

Currently, SocialBee is the only software that we use for our social media clients, the confidence that we have for SB is above the fold. It saves us a lot of time and business management is easy because it's highly quantifiable with the client as to the number of posts, schedules, and results.

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Pros: The agent interface is sleek, contemporary, and relatively easy to learn compared to many other enterprise tools. For common tasks, admins are given point-and-click options- adding fields, modifying workflows, constructing macros. The knowledge base (Guide) editor is easy to use for non-developers. Drawbacks: Once you move past the initial things - complex automations, reporting/analytics in Explore, and/or customizations integrating the API, it requires much more advanced training to use successfully. Navigating between the different modules (Support, Explore, Chat, Guide) can feel very disconnected; often you are reminded that it really is a "suite" of products brought together -not really one unified platform. If you're using multiple brands managing simultaneous support tickets, or heavily customizing workflows to meet your brand, you may run into a bit of struggle with usability. So: it's a lot more user friendly than the palaces (Salesforce Service Cloud, ServiceNow), but is not used as quickly or with as much streamlined flow as a product made for a small shop. So if you are looking for a great balance, this is a good option if you are a net new organization or an organization on their way to scaling from 15 - 50 employee. Expect some elbow grease from the admin team once learning, adapting, and working efficiently once you move past the basics with your support tickets and initial customizations.

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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.

I have encountered their support just a couple of times since the platform is very straightforward for me. But on those occasions, it was so smooth. They responded to my concerns in just a few hours. Not too many companies offer that convenience nowadays. Plus, they do live webinars regularly which is totally amazing!

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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.

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

SocialBee provides multiple features that you can get from other multiple different tools. It's kinda all in one solution for social media management. So cost-wise, it saves us a lot of money. It is also from a stable company with a sufficient MRR that helps with the security and development of the software.

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At the time of evaluation, Dynamics had extremely limited knowledge and support capabilities. The UI is clunky, and reporting requires a deep understanding of the underlying data structure. Ongoing maintenance was costly and didn't provide a positive ROI in any sense of the term.

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WHY we will use Zendesk in HR and PD internally

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• It provides us higher margin because it requires minimal resources.
• Lesser working time means more marketing and leads generation time.
• Very cost efficient solution.

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Independently Invited by TrustRadius

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• More than anything, provided a boost to our perceived professionalism. The portal is a massive improvement on email only support.
• Workflow optimization via macros and automations has enhanced response times and raise our 'first call resolution' metric.
• Speaking of metrics; having them at all! Before Zendesk Suite we were email only so had no insight into agent and vendor performance.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info