UNICEPTA vs. Zoho Desk

Ubermetrics Delta is the perfect tool for (social) media analysis and monitoring. It visualizes dialogues (almost) in realtime and helps to handle any social media incident. Furthermore it helps to quantify the impact and virality of conversation and dialogues on the internet, social media, etc. With the additional possibility to analyze offline communication it is easy to compare the differences between online and offline marketing and PR.

Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.

Incentivized

• We have been using Ubermetrics in various areas. In sales, we use it for monitoring in order to recognize the tender at an early stage. The marketing department uses this tool to check what is spread across the brand, but also to keep track of sponsorship.

• It provides a simple widget code with a few clicks once you decide to integrate it with your website or application.
• There is a very user friendly dedicated mobile application for Zoho Desk for Android and IOS devices.
• You can easily track all of your tickets and agents from the dashboard interface.
• You can insert tags with each ticket to group them into specific categories for analysis and troubleshooting.

Incentivized

• Actually, there is nothing we disliked about Ubermetrics. We are looking forward to the international expansion of Ubermetrics’ online media coverage which may fairly take another while though.

• The biggest drawback that I am facing while using the platform is that their ticketing system is not that great [in my opinion]. It does not give us the option to add sales tax and other charges in the invoices which leads to a big problem for us.
• [I feel] its customer support needs improvement.

Incentivized

I give [Zoho Desk] [an] overall usability score of 9. This is partly due to the search functionality needs improvement. There are several times where I am left unable to find a ticket and have to generate a new one. I am hoping in the future that they will make some changes!

Incentivized

As Zoho Support is based in a different timezone to ours it can be an issue that we cannot get an immediate response to an issue. But I will say that once their Support is in the office they are fairly good to respond. they have resolved almost all issues I have told them about, but Zoho have also made system changes and not communicated these beforehand which means we are faced with something new and cannot get support on this until their support team is in the office

Incentivized

Storio and Percolate make it much more difficult to build boolean connections in their searches. Thus, the results are often misleading

We selected Zoho Desk as we needed a platform that was going to allow the business to grow through both usage and staffing numbers. We wanted something cost-effective but still offered standard features in an effective cloud-delivered solution but would still allow customization by our internal dev team, to derive better value from the service where it natively didn't do what we needed it to. FreeAgent was okay for a while, but Zoho Desk has allowed a vast improvement in our service offering to end customers.

Incentivized

• Ubermetrics Delta helped to track and analyze the virality of posts, press releases etc., and thus helped to steer the performance of press and marketing campaigns.

• Zoho Desk has created an organised sytem of support which alows me to help my customers more efficiently.
• By saving resolutions as articles, Zoho Desk has provided a training resource for current customers and support staff as part of solving problems.
• All new customers become part of a database of customers who continue to receive support and education from forums created by the articles and customer questions.

Incentivized