What users are saying about
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Top Rated
597 Ratings
34 Ratings
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Score 6.5 out of 100

Zendesk

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Top Rated
597 Ratings
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Score 8.1 out of 100

Likelihood to Recommend

Sprinklr Modern Care

Sprinklr Modern Care is great when paired with a chatbot or with larger, more complex teams that have varied skill sets or languages. It is also great for smaller, niche focus teams as it provides the majority of what all organizations will require from routing, to case assignment to governance and reporting
Gregory Hounslow | TrustRadius Reviewer

Zendesk

Zendesk is a really good ticketing platform, but if one of your primary goals with a support solution is to better understand and connect with our customers, Zendesk may not be the best solution. The difficulty with getting historical context about the tickets that are submitted, and the lack of a customer profile to really provide real-time insight into how customers feel about their support experience or just overall sentiment about the organization, are a few of the reasons you may want to consider a more robust solution.
Carmen Johnson | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

Sprinklr Modern Care
Zendesk
8.2
Organize and prioritize service tickets
Sprinklr Modern Care
Zendesk
8.7
Expert directory
Sprinklr Modern Care
Zendesk
7.6
Subscription-based notifications
Sprinklr Modern Care
Zendesk
7.6
ITSM collaboration and documentation
Sprinklr Modern Care
Zendesk
8.0
Ticket creation and submission
Sprinklr Modern Care
Zendesk
8.9
Ticket response
Sprinklr Modern Care
Zendesk
8.7

Self Help Community

Sprinklr Modern Care
Zendesk
7.7
External knowledge base
Sprinklr Modern Care
Zendesk
7.8
Internal knowledge base
Sprinklr Modern Care
Zendesk
7.5

Multi-Channel Help

Sprinklr Modern Care
Zendesk
8.1
Customer portal
Sprinklr Modern Care
Zendesk
7.6
IVR
Sprinklr Modern Care
Zendesk
8.3
Social integration
Sprinklr Modern Care
Zendesk
8.3
Email support
Sprinklr Modern Care
Zendesk
8.3
Help Desk CRM integration
Sprinklr Modern Care
Zendesk
8.2

Pros

Sprinklr Modern Care

  • Merge topics: I work for a TV show website and TV fans often write in asking the same questions (ie: How do I watch a show? Has ____ been canceled? etc). The ability to merge duplicate questions to one master FAQ topic allows managers to keep our community organized, keep track of how many people have the same question, and save time that would otherwise be spent replying to each person individually.
  • Multiple management seats/levels: Get Satisfaction allows managers to delegate community management tasks to interns and moderators by giving them access to certain features of our forum without giving them "full control" of our account.
  • Official responses: We're able to make sure our employee responses don't get lost in the shuffle of busy conversation on our forums by marking certain responses as "official." This adds a special badge to important replies and pins them to the top, so users can more easily access the most relevant/accurate response to the issue they're reporting or question they're asking.
  • Easy moderator sorting/view: The manager console allows community managers to customize the way they view the forum, and therefore more easily spot high-priority items. Sort by post date, number of replies on a topic, or filter posts to view topics that have not yet been addressed by an employee to make sure nothing slips through the cracks.
Alexandra Gambardella | TrustRadius Reviewer

Zendesk

  • Customisable ticketing engine - you can specify what fields should be filled on each ticket, if they are mandatory and customise what type of data needs to be entered. This ensures the right data is captured to assist resolve the query. It also means reports can be run from these fields.
  • Reporting and analytics - you can run reports based on the ticket data. This helps you understand what product features need to be improved or added, what new help content needs to be created, if particular macros need to be setup, efficiency of support team and more.
  • Integrations - Zendesk integrates with billing, CRM and other platforms so customer data is available in-app. This information assists the support team give the right information to the customer.
Nikhil George | TrustRadius Reviewer

Cons

Sprinklr Modern Care

  • We manage multiple communities as we offer our product in several different languages so a key feature for us was the ability to move topics between communities. This feature was removed for an extended period after a release which had a big impact on our ease of use. While their support team was willing to move topics for us using their back-end, it meant posting to their forum and waiting on their action each time we needed to do this. It was a frustrating experience but was ultimately resolved to our satisfaction when the feature was re-enabled.
Laura Thomas | TrustRadius Reviewer

Zendesk

  • They tend to move slowly to integrate new options to the API but overall are pretty responsive.. Understanding the API is a far less used part of their platform as a whole.
  • We were grandfathered into the unlimited light agents.. but I think that access has been limited as of today.
Lou Gallo | TrustRadius Reviewer

Likelihood to Renew

Sprinklr Modern Care

Sprinklr Modern Care 7.8
Based on 7 answers
The biggest reason we renewed, and kept up with GetSatisfaction is because it is an active community and there is customer buy-in already. They continue to update and improve the product, but more importantly, the customers are using it. It's easy to switch products when it's not an active component in your daily structure, but switching and migrating the data or providing alternatives becomes difficult when customers have grown accustomed to a specific experience. As long as they continue to improve the available features and the community stays active, renewed use will continue.
Daved Artemik | TrustRadius Reviewer

Zendesk

Zendesk 10.0
Based on 37 answers
It's the best day-to-day tool for customer care I have used in 16 years of working in the industry.Healthy happy teams get along well with the tool and I know that if I see it in use and being used well I can work with that team.
Forest Basford | TrustRadius Reviewer

Usability

Sprinklr Modern Care

Sprinklr Modern Care 7.8
Based on 3 answers
I've spent year designing products so I'm a tough judge when it comes to other solutions. It's clear that Get Satisfaction was designed for the average online consumer with a very user friendly interface. They have made improvements to the admin tools to make that area of the product easier to use as well.
Steve MacLaughlin | TrustRadius Reviewer

Zendesk

Zendesk 8.3
Based on 14 answers
The usability is great, but I do have to be honest and say that I still have a little trouble with the user interface sometimes. I have poor ability to differentiate between similar colors and sometimes if I am not directly in front of my screen I have trouble with the text inputs
Chase Sheaffer | TrustRadius Reviewer

Reliability and Availability

Sprinklr Modern Care

Sprinklr Modern Care 9.9
Based on 3 answers
No issues with system availability. They manage updates in off-peak hours and I usually don't notice the changes until I log into the system the next day.
Steve MacLaughlin | TrustRadius Reviewer

Zendesk

Zendesk 8.6
Based on 13 answers
In all the time I have used it, I have only experienced "down-time" with it once, and guess what. It was during a scheduled downtime that i forgot about which was posted at least a month in advance.
Colby Wood | TrustRadius Reviewer

Performance

Sprinklr Modern Care

Sprinklr Modern Care 9.9
Based on 3 answers
Performance is great and is not negatively effecting our processes. We have to make sure it doesn't effect out load times. Not currently seeing any issues with widgets affecting page load times.
Anonymous | TrustRadius Reviewer

Zendesk

Zendesk 8.0
Based on 10 answers
There has been minor performance degradation on a very few days out of the two years I have been using the product.
Taylor Wielage | TrustRadius Reviewer

Support Rating

Sprinklr Modern Care

Sprinklr Modern Care 7.0
Based on 10 answers
I know the Sprinklr conference calls have been helpful, but sometimes submitting a ticket can be a little daunting. In the past, we've included information in screenshots that are then asked for by a member of the support staff. The turnaround time has been between 3 days, which isn't horrible.
Anonymous | TrustRadius Reviewer

Zendesk

Zendesk 6.8
Based on 25 answers
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.
Kevin Pearce | TrustRadius Reviewer

In-Person Training

Sprinklr Modern Care

Sprinklr Modern Care 10.0
Based on 1 answer
Our customer support team went through in-person training. I am not unable to rate.
Anonymous | TrustRadius Reviewer

Zendesk

Zendesk 10.0
Based on 1 answer
No answer on this topic is available.

Online Training

Sprinklr Modern Care

No score
No answers yet
No answers on this topic

Zendesk

Zendesk 7.9
Based on 9 answers
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.
Chase Sheaffer | TrustRadius Reviewer

Implementation Rating

Sprinklr Modern Care

Sprinklr Modern Care 9.0
Based on 2 answers
Basic setup took me less than 30 minutes. This includes initial configuration, putting in the initial content, and getting the look-and-feel customized. The domain routing took the normal lag time any other website or blogging service. The really important thing was to get the user accounts setup and begin seeding the system with content before a public launch.
Steve MacLaughlin | TrustRadius Reviewer

Zendesk

Zendesk 9.0
Based on 17 answers
If you're looking for a system that can tie all your channels together, allow you to report on just about any metric in regards to customer service, use chat, and build a knowledge base/FAQ all in one, Zendesk is it
Shane Swor | TrustRadius Reviewer

Alternatives Considered

Sprinklr Modern Care

The social listening and benchmarking dashboards of Sprinklr Modern Research have been a huge game changer for our department. They allow us to gauge the competitive landscape and monitor any trending topics in a particular space which allows us to realign our priorities for the upcoming fiscal year. They're both great products, but have different purposes.
Anonymous | TrustRadius Reviewer

Zendesk

We have used HelpSpot for several years prior to the transition to Zendesk. Our biggest gripe was the cost and limitations on what kind of communication channels could be integrated into HelpSpot. Zendesk allows us to have multiple communication channels even for the most basic users and to build on it. With a few changes to the overall system (like better social media support for attachments etc) and inbox enhancements, it can be great.
Nathan Sichilongo | TrustRadius Reviewer

Return on Investment

Sprinklr Modern Care

  • Sprinklr Modern Care has had a dramatic affect on our response times and overall efficiency. We've been able to handle more conversations in less time.
  • The platform has allowed us to exclude (or de-prioritize) high-volume, low-priority conversations from social media posts that are intended to create engagement, so our queues are not jammed up with emoji replies, one-word responses, etc. It has been amazing to either route comments on certain posts to a dedicated queue, or to exclude them from our teams' queue altogether.
Gregory Hounslow | TrustRadius Reviewer

Zendesk

  • Zendesk can help large and small companies improve their customer service capabilities. Customer service can drive repeat sales, deflect returns, and increase customer satisfaction in measurable ways.
  • Zendesk can be more expensive than alternatives, however it is a more complete product than many alternatives, so the additional features and integration should be weighed against lower cost.
Brendan Farrar-Foley | TrustRadius Reviewer

Pricing Details

Sprinklr Modern Care

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Sprinklr Modern Care Editions & Modules

Additional Pricing Details

Zendesk

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
Optional
$5*

* per agent

Zendesk Editions & Modules

Edition
Support Essential$51
Zendesk Suite (Support, Guide, Chat, Talk)$891
Support Team$191
Support Professional$491
Support Enterprise$991
Support Elite$1991
Zendesk Duet (Support + Sell CRM - 40% off)$592
  1. per agent, per month
  2. per user, per month
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Sprinklr Modern Care
7.8
Zendesk
7.8

Likelihood to Renew

Sprinklr Modern Care
7.8
Zendesk
10.0

Usability

Sprinklr Modern Care
7.8
Zendesk
8.3

Reliability and Availability

Sprinklr Modern Care
9.9
Zendesk
8.6

Performance

Sprinklr Modern Care
9.9
Zendesk
8.0

Support Rating

Sprinklr Modern Care
7.0
Zendesk
6.8

In-Person Training

Sprinklr Modern Care
10.0
Zendesk
10.0

Online Training

Sprinklr Modern Care
Zendesk
7.9

Implementation Rating

Sprinklr Modern Care
9.0
Zendesk
9.0

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