What users are saying about
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Top Rated
507 Ratings
33 Ratings
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Score 7.6 out of 101

Zendesk

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Top Rated
507 Ratings
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Score 8.3 out of 101

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 profile photo

Zendesk

I think Zendesk works great for a small support team or an organization just getting started. The triggers and automation is easy to setup so a few folks can quickly and efficiently dispatch a reasonably high number of tickets without much overhead. I think Zendesk would probably come up short compared to something like Salesforce in a large, cross functional role where it was being used by sales, marketing, etc. It would also probably be short on features in large scale issue trend analysis. I have not attempted to use it for any of those scenarios, but it does not seem well suited to that.
Kevin Pearce profile photo

Feature Rating Comparison

Incident and problem management

Sprinklr Modern Care
Zendesk
8.6
Organize and prioritize service tickets
Sprinklr Modern Care
Zendesk
8.9
Expert directory
Sprinklr Modern Care
Zendesk
7.9
Subscription-based notifications
Sprinklr Modern Care
Zendesk
8.3
ITSM collaboration and documentation
Sprinklr Modern Care
Zendesk
8.1
Ticket creation and submission
Sprinklr Modern Care
Zendesk
9.3
Ticket response
Sprinklr Modern Care
Zendesk
9.0

Self Help Community

Sprinklr Modern Care
Zendesk
8.3
External knowledge base
Sprinklr Modern Care
Zendesk
8.4
Internal knowledge base
Sprinklr Modern Care
Zendesk
8.2

Multi-Channel Help

Sprinklr Modern Care
Zendesk
8.5
Customer portal
Sprinklr Modern Care
Zendesk
8.6
IVR
Sprinklr Modern Care
Zendesk
8.2
Social integration
Sprinklr Modern Care
Zendesk
8.1
Email support
Sprinklr Modern Care
Zendesk
9.0
Help Desk CRM integration
Sprinklr Modern Care
Zendesk
8.6

Pros

Sprinklr Modern Care

  • Automated routing to appropriate teams
  • Automated notifications for certain types of content or posts from certain users
  • The reporting options are fantastic.
  • We've integrated a chatbot seamlessly with Sprinklr modern care so our team members can pick up a conversation if our bot isn't able to provide an answer.
Gregory Hounslow profile photo

Zendesk

  • Easy to get started, sign up and get your customers onboard within days.
  • Smart features, only the features needed to perform the job at hand. No padding of features.
  • Plays well with others, amazing API options that should allow integrations with any modern tools.
  • Great UI, looks great for the team and the customers. Easy to customize the external side to comply with style guidelines. Separate UI customizations for internal to meet usability needs.
  • Amazing team at Zendesk, always thinking ahead and adding great features.
  • Keeps other tools out of your department by offering high transparency. No need to double your work by cloning data into another compliance tool.
  • ITIL inspired design provides security and compliance that will make your Ops team happy.
  • Consumes few internal resources, our operations team was thrilled to just verify tool security and never touch Zendesk again.
  • So many good things I can't list them all.
Forest Basford profile photo

Cons

Sprinklr Modern Care

  • GetSatisfaction provides an API for accessing information on users and use of the forum. It's still being built up, and while it has come far from where it initially was, it's a little difficult to work with and acquire the information you need.
  • GetSatisfaction was designed with ease of use and quick deployment in mind. Because of this, the customization abilities are not as solid as more custom or open applications. They are improving this, but it provided several challenges for our purposes when trying to remove components or shift items around.
  • The reporting tools for administrators was lacking in the UI, though the API available presented much of the information we wanted. We created a custom solution to call the API and inject the report information from the API into our administration area but we would have much rather had something built in to the product.
  • While the search functionality and the way the threads are maintained is the strength of GetSatisfaction, the weakness is the navigation and navigation options. It's easy for a user to post a comment, request, or question, but few people identify the navigation aids in the breadcrumb to allow jumping to specific sections and filters. Navigation could use solid improvements for user experience.
Daved Artemik profile photo

Zendesk

  • It's designed for one job, customer care. It's so amazing it's tempting to try to fit it into other roles. It won't do it well. Just let it solve that one problem for your company and integrate it with the other less awesome tools as needed.
  • The forums are only so-so as far as forums go. We did not mind but it could be a pinch point for acceptance.
  • The built in reports are not super. But the export and API integrations are, and external reporting is a breeze. Still, the built in is only ok.
  • Some folks can not adjust to the tag based rule logic for the workflows. If it makes sense to you you can automate it very well. If not you may get in a tangled mess.
  • It's not great for bureaucratic teams that want dozens of fields in a ticket. However I would say this is a bad business practice. Make any excuse you want but the essence of efficiency is inspired simplicity. If you enjoy tax forms stay away from Zendesk.
  • Per seat cost is high at the Enterprise level. The service level prices ramp exponentially and it can cause sticker shock.
Forest Basford profile photo

Likelihood to Renew

Sprinklr Modern Care

Sprinklr Modern Care 7.8
Based on 7 answers
Not only is Get Satisfaction reasonably priced and easy to use, but it also has years worth of FAQ topics and user feedback that we've acquired over the years that we continue to reference today
Alexandra Gambardella profile photo

Zendesk

Zendesk 10.0
Based on 37 answers
We have no significant issues with the tool, so given the cost of retooling our processes to adapt to a new tool, it would have to offer a major improvement on Zendesk. Given that Zendesk is a leader in hosted ticket systems, I can't imagine what those major improvements might be that would urge us to switch.
Sean Beckett profile photo

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 profile photo

Zendesk

Zendesk 8.5
Based on 14 answers
This is a great ticket system and provides an easy way to track communication while solving issues. The contacts section needs more to be a full fledge CRM but for support this is a great system. The autoresponder options are very beneficial and can be customized from sending detailed information or simple we have your request responses
Kris Lambert profile photo

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 profile photo

Zendesk

Zendesk 8.6
Based on 13 answers
I've never had it go down on me.
Eric Johnson profile photo

Performance

Sprinklr Modern Care

Sprinklr Modern Care 9.9
Based on 3 answers
The performance of the system is pretty solid. Response time on the public-facing pages are good. There's no significant lag time on the reports and data coming from GoodData.
Steve MacLaughlin profile photo

Zendesk

Zendesk 8.0
Based on 10 answers
Zendesk will work as fast as your internet will let it. Simple as that.
Colby Wood profile photo

Support

Sprinklr Modern Care

Sprinklr Modern Care 7.0
Based on 10 answers
They are super responsive and helpful.
No photo available

Zendesk

Zendesk 9.1
Based on 18 answers
The response speed from their support team could be quicker.
Eric Johnson profile photo

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.
No photo available

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
They were knowledgable and thorough!
Jonathan Hatch profile photo

Implementation

Sprinklr Modern Care

Sprinklr Modern Care 9.0
Based on 2 answers
It seemed to all go smoothly. Everything was on schedule.
No photo available

Zendesk

Zendesk 9.0
Based on 17 answers
It's working exactly as intended.
Eric Johnson profile photo

Alternatives Considered

Sprinklr Modern Care

• We use a tool called HelpSpot for email ticketing. They have a knowledge base for FAQs but no forum / community platform. Their technology not nearly as good
• We looked at a number of tools that did either FAQ or feedback or community, but none except GetSatisfaction did all of these things.
• Looked at Kissmetrics for feedback. But they only did feedback.
• Localizations capability into Spanish French and German was also very important and this ruled out most vendors
No photo available

Zendesk

I have used a lot of very old ticketing systems which aren't on here. Zendesk being cloud-based gives us automatic updates and keeps us with the newest features. It is super simple to configure and has a lot of customizable features. It is also very easy to put your own branding on it which looks very professional to the end user.
Sam Othman profile photo

Return on Investment

Sprinklr Modern Care

  • Having our clients answer each others questions takes some load of our support team.
No photo available

Zendesk

  • Overall Zendesk is a relatively positive software and is easy to use CRM
  • It had again created that communication bridge between customer and agent which is pertinent in running a well-oiled ship.
Kenyata Garner profile photo

Pricing Details

Sprinklr Modern Care

General

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

Zendesk

General

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

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