UserTesting vs. Zendesk Suite

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
UserTesting
Score 8.0 out of 10
N/A
UserTesting aims to enable every organization to deliver the best customer experience powered by human insight. The vendor states that with UserTesting’s on-demand Human Insight Platform, companies across industries can make accurate customer-first decisions at every level, at the speed business demands.N/A
Zendesk Suite
Score 8.3 out of 10
N/A
The Zendesk Support suite is a cloud-based customer support software built for better customer relationships. Designed to improve customer satisfaction and to support customers on any channel: text SMS, web, mobile app, phone, email, social media. The vendor states more than 200,000 companies such as Uber, Groupon, Box, Airbnb, and Slack are using Zendesk to lower their support costs, raise productivity, and increase customer satisfaction. Zendesk offers a full suite of products to meet customer…
$55
per month agent
Pricing
UserTestingZendesk Suite
Editions & Modules
No answers on this topic
Support Team (Foundational Support Only)
$19
per month agent
Suite Team
$55
per month agent
Support Professional
$55
per month agent
Suite Growth
$89
per month agent
Suite Professional
$115
per month agent
Support Enterprise
$115
per month agent
Suite Enterprise
$169
per month agent
Offerings
Pricing Offerings
UserTestingZendesk Suite
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional Details
More Pricing Information
Community Pulse
UserTestingZendesk Suite
Top Pros
Top Cons
Features
UserTestingZendesk Suite
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
UserTesting
-
Ratings
Zendesk Suite
8.2
114 Ratings
5% above category average
Organize and prioritize service tickets00 Ratings8.6113 Ratings
Expert directory00 Ratings7.370 Ratings
Subscription-based notifications00 Ratings7.376 Ratings
ITSM collaboration and documentation00 Ratings8.172 Ratings
Ticket creation and submission00 Ratings9.2114 Ratings
Ticket response00 Ratings8.9113 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
UserTesting
-
Ratings
Zendesk Suite
8.0
101 Ratings
4% above category average
External knowledge base00 Ratings8.097 Ratings
Internal knowledge base00 Ratings8.190 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
UserTesting
-
Ratings
Zendesk Suite
7.8
112 Ratings
3% above category average
Customer portal00 Ratings7.586 Ratings
IVR00 Ratings7.937 Ratings
Social integration00 Ratings7.068 Ratings
Email support00 Ratings8.5110 Ratings
Help Desk CRM integration00 Ratings8.380 Ratings
Best Alternatives
UserTestingZendesk Suite
Small Businesses
Smartlook
Smartlook
Score 8.3 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Medium-sized Companies
Optimizely Web Experimentation
Optimizely Web Experimentation
Score 8.7 out of 10
Agiloft Service Desk (discontinued)
Agiloft Service Desk (discontinued)
Score 9.0 out of 10
Enterprises
Optimizely Web Experimentation
Optimizely Web Experimentation
Score 8.7 out of 10
Salesforce Service Cloud
Salesforce Service Cloud
Score 8.7 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
UserTestingZendesk Suite
Likelihood to Recommend
8.1
(149 ratings)
8.3
(152 ratings)
Likelihood to Renew
3.6
(6 ratings)
10.0
(40 ratings)
Usability
8.4
(137 ratings)
7.7
(25 ratings)
Availability
9.1
(1 ratings)
8.6
(13 ratings)
Performance
9.1
(1 ratings)
8.0
(10 ratings)
Support Rating
8.9
(137 ratings)
9.0
(29 ratings)
In-Person Training
-
(0 ratings)
10.0
(1 ratings)
Online Training
-
(0 ratings)
7.9
(9 ratings)
Implementation Rating
6.4
(4 ratings)
9.0
(18 ratings)
Configurability
7.3
(1 ratings)
9.3
(3 ratings)
Product Scalability
7.3
(1 ratings)
-
(0 ratings)
Vendor post-sale
9.1
(1 ratings)
-
(0 ratings)
Vendor pre-sale
9.1
(1 ratings)
-
(0 ratings)
User Testimonials
UserTestingZendesk Suite
Likelihood to Recommend
UserTesting
It's the grand-daddy of user testing tools, especially since it acquired some competitors, so it has lots of functionality and is pretty easy to use. It has a massive bank of test subjects that you can use (at a cost), which means even if you need to screen for specific attributes, you can still find testers and get results very fast (usually a few hours). The main downside to the product is the per-seat license cost, which is the only reason I don't recommend it higher.
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Zendesk
Inbound messaging it is top notch, it does it well and couldn't imagine anyone's program doing it better. Like I said before been using ZenDesk for over 7 years and absolutely love it. We use the talk feature with the phone very limited so Zen works fine for us, but if I was running an inbound or outbound call center I don't believe Zen has all the functions I would want as a manager. For limited phone use and mostly email, text, and even web chat, ZenDesk works great. Having the iOS App is so great and flexibility with notifications allows my team to be "on call" anytime without unnecessary interruptions
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Pros
UserTesting
  • Unmoderated tests are easy to set up and for users to navigate.
  • It has many features to help analyze a lot of feedback quickly. It highlights themes and sentiments and brings scores together.
  • It's good for finding users to test with quickly and allows you to set particular criteria.
  • It's great for exporting user feedback and highlight reels.
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Zendesk
  • Reporting and Analytics
  • Ease of Agent Training and Use
  • Able to add multiple brands with related custom reports and dashboards
  • Adding a new brand and basic help center is easy to do without the need of an expert or web team
  • Ability of agents and supervisors to see customer history across multiple channels
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Cons
UserTesting
  • Missing the ability to create folders or tag tests which have been sent out in multiple or successive rounds
  • Word clouds for any verbal responses e.g. describe this page in 3 words
  • More logic to how highlight reels are created, or info pop ups on why they have been created/any interesting segments (this may be more of an AI part to the tool)
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Zendesk
  • I think the Graphical User Interface could use a facelift. It not the most aesthetically pleasing platform in my experience.
  • Particular things like where the default is when you click on each and every dropdown menu.
  • The macro integration could be a little more simplified.
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Likelihood to Renew
UserTesting
I'm very happy with my experience of the product and the level of service and learning resources they provide. If the service becomes more expensive than it currently is then we might not be able to justify additional cost - but this is theoretical. I would recommend UserTesting and would ideally renew our contract.
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Zendesk
Zendesk is super easy to use and navigate. I really enjoy the sleek layout, the ability to tailor tickets, the macro option, and the quick key guide they have to make your use of time even more effective. My whole team loves working with Zendesk and rarely ever has problems.
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Usability
UserTesting
Initially, I found the platform daunting, having never used a comparable site. However, I attended a series of workshops hosted by the UserTesting team, and thanks to their expert approach, I picked it up very quickly—so much so that I can now confidently teach my colleagues how to use the platform effectively.
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Zendesk
As an agent it's very simple to use. As an admin it's also easy to use, but sometimes lacks some functionality that would be nice to have such as expanded native 2 way sync functionality for many major apps that are commonly used today like HubSpot and Salesforce. The ability to add followers to tickets to they get updates and are in the know without the customer seeing this agent cc'd is a nice touch. This ensures additional visibility and easily following the communication without having to appear as a CC to the customer, who could accidentally remove that person in a response, thus breaking the visibility
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Reliability and Availability
UserTesting
Never encountered any problems
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Zendesk
In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
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Performance
UserTesting
Perfectly fine. Never had any problems.
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Zendesk
There has been minor performance degradation on a very few days out of the two years I have been using the product.
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Support Rating
UserTesting
The regular CSR check ins are appreciated. They want to help facilitate us using the product to its fullest capacity. We've had regular trainings and office hours that help our team use the product better. Power sessions are also always appreciated, even just to pulse check a test plan or a panel criteria. They're always available and very helpful.
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Zendesk
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.
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Online Training
UserTesting
No answers on this topic
Zendesk
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.
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Implementation Rating
UserTesting
From a technical perspective, the implementation was extremely smooth. Most of the change management / implementation hurdles were clearing use of the tool through our various security, legal, and information privacy teams. Once these concerns were addressed (UserTesting.com was very helpful in providing all the needed documentation), the implementation process was very simple and we were able to get going right away.
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Zendesk
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
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Alternatives Considered
UserTesting
The quality of the participants: they usually have good feedback and act like "professional" users. Which is good when we want a few insights in a short amount of time. Also, the interface is good. I miss having more features, like a good transcription tool like we have in Condens
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Zendesk
If spoken honestly Intercom is a level-par with any nearest competitor, Tools like Zendesk has to catchup with them in speed. However, there is an advantage to Zendesk with its simple and easy-to-get software which falls in every mid and small-size business pocket wherein Intercom is way too expensive and needs a tech admin to customize the product. The kick-starting feature with negligible configuration made Zendesk the ideal choice of our organization + the budget fell under our expenses.
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Scalability
UserTesting
The package we have limits the number of people who can set up tests. This prevents us from scaling the use of the platform.
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Zendesk
No answers on this topic
Return on Investment
UserTesting
  • Cost savings of over $100K as we dont involve our research vendors as much as we used to do in the past
  • Better tested experience get out in the market quickly even when we don't have enough time available with our researchers; our designers who are well-trained on usertesting.com can test out quickly
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Zendesk
  • The positives weigh more than the negatives here, as it gives us a one-stop portal where we can tend to customer needs using one web app
  • It has also helped us identify areas of improvement based on the reporting feature
  • The value it provides outweighs any missing or lacking features that I'm sure will be available in the future
Read full review
ScreenShots

UserTesting Screenshots

Screenshot of UserTesting's several solutions for gathering rich customer experience narratives.Screenshot of Interactive Path Flows
Built on recent research in data mining, the Interactive Path Flow aggregates interaction data across multiple participant sessions to visualize the customer journey, surface unexpected behaviors, and locate key moments in the customer journey.Screenshot of Keyword Mapping
Similar keywords are automatically grouped based on overall sentiment (positive, negative, or neutral) to identify themes. Highlight reels associated with each keyword are grouped together, to discover the why behind each sentiment.Screenshot of Video capture and live streaming
Digital and real-world customer experiences are recorded on desktop and mobile devices or live streamed for in-platform viewing.Screenshot of Audience targeting
Audiences are specified by screening contributors from UserTesting’s global network of contributors or connecting to any preferred network.

Zendesk Suite Screenshots

Screenshot of Zendesk Agent WorkspaceScreenshot of Omnichannel MessagingScreenshot of Zendesk TicketingScreenshot of Bots powered by Zendesk AIScreenshot of Tone shift with Zendesk AIScreenshot of Zendesk ticketing side conversations