Teamspective vs. Zendesk Suite

I have also recommended Teamspective many times! I think it's the best choice for a modern organisation who wants to support its people to take responsibility for their learning & development and not just passively wait for managers to do that. Teamspective integrates very well with Slack, so I recommend it to everyone who wants to have the feedback tool as a part of their other tools that are already used daily by the employees.

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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• Easy of use
• In-depth analytics based not only on direct question to answer, but the broad analytics database in background that links the questions to scientifically studied relations to broader analytics. As an example the importance of feedback and its correlation to motivation and wellbeing
• Ease of implementation
• Constant development of the tool in collaboration with other customers and Teamspective
• Customer support and customer relationship management by the whole Teamspective team from Founders to developers

• 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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• Performance evaluation feature that would match perfectly with project-based organisation needs (I think all feedback tools should improve in this!)

• 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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Independently Invited by TrustRadius

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tool has been shown to be exactly what we have wished for and the constant collaboration and development together with Teamspective and other customer community supports that we should and we are continuing the collaboration with them in the future as well

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.

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

Teamspecitve does not need heavy support organisation and tool it self is very self guiding. We have only 2 main administrators for the tool and the need from these perosons is very minimal. Tool provides easy to use interface and one glance reports from team to company level in one page. Our survey reponse rates in whole company levels are constantly around 85-90%, so it gives good analytics on the current status in multiple areas.

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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Independently Invited by TrustRadius

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. More Info

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.

Teamspective answers quickly and really puts an effort to fix a problem. There have been several requests for the product to support our use cases that Teamspective has made true.

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.

Involve key users from day one as in any implementation project. Describe the need, benefit and use cases for easier implementation. Communicate actively

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

We did a wide comparison and ended up using Teamspective as we felt that they are offering exactly those features we needed but nothing "extra," meaning we only pay for the things we need. Also, Teamspective seemed simple enough, and on the other hand, we appreciated their strong investments in developing the product based on customer feedback. The biggest differentiator to the average feedback tools is that Teamspective is not manager-led, so employees will become masters of their own development.

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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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

WHY we will use Zendesk in HR and PD internally

Incentivized

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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. More Info

• Teamspective has helped in building our feedback culture, which is often mentioned by our employees as one of the positive things in the company.
• Teamspective helps our people give professional-level feedback independently, effectively, and respectfully. Feedback skills are important for any professional today.

• 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