What users are saying about
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Top Rated
803 Ratings
15 Ratings
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Score 8.2 out of 100

Zendesk Support Suite

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Top Rated
803 Ratings
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Score 8 out of 100

Feature Set Ratings

    Incident and problem management

    Verint Messaging

    Feature Set Not Supported
    N/A
    7.4

    Zendesk Support Suite

    74%
    Zendesk Support Suite ranks higher in 6/6 features

    Organize and prioritize service tickets

    N/A
    0 Ratings
    7.5
    75%
    86 Ratings

    Expert directory

    N/A
    0 Ratings
    6.5
    65%
    54 Ratings

    Subscription-based notifications

    N/A
    0 Ratings
    6.4
    64%
    61 Ratings

    ITSM collaboration and documentation

    N/A
    0 Ratings
    7.2
    72%
    57 Ratings

    Ticket creation and submission

    N/A
    0 Ratings
    8.4
    84%
    87 Ratings

    Ticket response

    N/A
    0 Ratings
    8.2
    82%
    86 Ratings

    Self Help Community

    Verint Messaging

    Feature Set Not Supported
    N/A
    7.2

    Zendesk Support Suite

    72%
    Zendesk Support Suite ranks higher in 2/2 features

    External knowledge base

    N/A
    0 Ratings
    7.3
    73%
    74 Ratings

    Internal knowledge base

    N/A
    0 Ratings
    7.1
    71%
    69 Ratings

    Multi-Channel Help

    Verint Messaging

    Feature Set Not Supported
    N/A
    7.0

    Zendesk Support Suite

    70%
    Zendesk Support Suite ranks higher in 5/5 features

    Customer portal

    N/A
    0 Ratings
    7.3
    73%
    68 Ratings

    IVR

    N/A
    0 Ratings
    5.8
    58%
    28 Ratings

    Social integration

    N/A
    0 Ratings
    6.9
    69%
    52 Ratings

    Email support

    N/A
    0 Ratings
    7.9
    79%
    83 Ratings

    Help Desk CRM integration

    N/A
    0 Ratings
    7.4
    74%
    62 Ratings

    Attribute Ratings

    • Verint Messaging (former Conversocial) is rated higher in 6 areas: Likelihood to Recommend, Availability, Performance, Support Rating, Online Training, Implementation Rating
    • Zendesk Support Suite is rated higher in 3 areas: Likelihood to Renew, Usability, In-Person Training

    Likelihood to Recommend

    8.2

    Verint Messaging

    82%
    11 Ratings
    7.4

    Zendesk Support Suite

    74%
    125 Ratings

    Likelihood to Renew

    9.1

    Verint Messaging

    91%
    6 Ratings
    10.0

    Zendesk Support Suite

    100%
    38 Ratings

    Usability

    8.2

    Verint Messaging

    82%
    5 Ratings
    9.4

    Zendesk Support Suite

    94%
    18 Ratings

    Availability

    8.7

    Verint Messaging

    87%
    4 Ratings
    8.6

    Zendesk Support Suite

    86%
    26 Ratings

    Performance

    8.5

    Verint Messaging

    85%
    4 Ratings
    8.0

    Zendesk Support Suite

    80%
    20 Ratings

    Support Rating

    8.2

    Verint Messaging

    82%
    9 Ratings
    6.5

    Zendesk Support Suite

    65%
    49 Ratings

    In-Person Training

    9.1

    Verint Messaging

    91%
    1 Rating
    10.0

    Zendesk Support Suite

    100%
    1 Rating

    Online Training

    9.1

    Verint Messaging

    91%
    3 Ratings
    7.9

    Zendesk Support Suite

    79%
    9 Ratings

    Implementation Rating

    9.1

    Verint Messaging

    91%
    6 Ratings
    9.0

    Zendesk Support Suite

    90%
    35 Ratings

    Likelihood to Recommend

    Verint Messaging

    From experience, you may ask the Conversocial team to make recommendations on licenses for larger vs. smaller social customer service teams. The need for support and the amount of usage you may get from the tool's robust offering may differ as a result of those precedents. The tool is adaptable in both scenarios it would seem.
    Conway Stone | TrustRadius Reviewer

    Zendesk Support Suite

    Zendesk Support Suite implementation means an industry-class help desk with a dynamic interface that brings together all customer interactions from almost any channel allowing agents to respond faster to customer queries and with the right context. It is more than just a help desk since it also acts as a CRM by allowing us to organize workflows, processes and track customer engagement.
    Emily Mok | TrustRadius Reviewer

    Pros

    Verint Messaging

    • Previous conversations: This is one of the main reasons why I personally love Conversocial over Hootsuite and other social media engagement tools. Conversocial pulls in all previous interactions we've had with community members and it helps us identify if we've already addressed their problem, if they are a detractor/advocate, and so much more. With other engagement tools, it's frustrating as a community member may repost the same thing over and over again, but at different time periods. If you're unable to see what someone has said in the past, we may waste our time replying to the same thing multiple times, or we also risk responding with the same general advice, when we could try a different approach.
    • Tags and filters: Conversocials use of tags and filters are extremely simple to use. They have shortcuts which help you easily assign a tag to an item and then you can easily pull up each of those tags within Conversocial itself or your can open up an external report. If my team is in a hurry and wants to quickly see a certain tag, we can use the filter option and within seconds we have all the information we need.
    • Simple shortcuts: Conversocial has several shortcuts that save my team a lot of time. One single button on my keyboard can apply sentiment and archive something so it's out of my way. I can also use shortcuts to apply a tag, assign an item, and do other tasks. It may seem like a small benefit but each second saved really adds up throughout each day and week.
    • Communication: As we know, technology has issues and every tech issue Conversocial has experiences has been handled extremely well. I've never encountered any issues contacting Conversocial, we're always notified when they are working on a solution and once the problem has been fixed. We also receive random pop-ups within Conversocial to notify us of known issues before our team experiences them, and when there is a new feature that we should be aware of. Their communication is always on point and it's great to know that we can always rely on them.
    Amy Ortega | TrustRadius Reviewer

    Zendesk Support Suite

    • Zendesk makes it easy to see if a question/ticket has already been answered/updated (and to see who answered it).
    • Zendesk makes it easy for users to indicate if they are available to respond or not.
    • Zendesk also makes it easy to respond as you can respond within the software/system. A one-stop process!
    Anonymous | TrustRadius Reviewer

    Cons

    Verint Messaging

    • I would like to see an improvement in the reporting dashboard which is something I mentioned to Josh (the CEO) on a call back in April. He said that it is something they are working on but to remember that this is truly a customer service social media platform so some of the features that I would like to see may not fit well with the users of the product.
    Kellen McAvoy | TrustRadius Reviewer

    Zendesk Support Suite

    • Allow each user to customize the look of their Dash, rather than being hemmed in by company selections
    • Provide a way for Suspended tickets (created by emails from non-users) to be better managed
    • Set a timer for tickets to reopen on a more individual ticket basis.
    Anonymous | TrustRadius Reviewer

    Pricing Details

    Verint Messaging

    General

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

    Starting Price

    Verint Messaging Editions & Modules

    Additional Pricing Details

    Zendesk Support Suite

    General

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

    Starting Price

    $19 per agent/month billed annually

    Zendesk Support Suite Editions & Modules

    Edition
    Suite Team$49.001
    Suite Growth$79.001
    Suite Professional$99.001
    Suite Enterprise$150.001
    Additional Enterprise-Ready Plans, starting at...$215.001
    Support Team (Foundational Support Only)$19.001
    1. per agent/month billed annually
    Additional Pricing Details

    Likelihood to Renew

    Verint Messaging

    Verint Messaging 9.1
    Based on 6 answers
    The only two reasons we would not continue using Conversocial are it's lack of comprehensive analytics and its lack of Radian6's categorization tools. Tags make up for the categorization pretty well, however, and we're considering switching everything over to this now that we've tested tags for a couple months within Conversocial. (I previously wrote that Conversocial lacks support for some social channels like Instagram, LinkedIn, and YouTube, but they have now added Instagram and YouTube.)
    Nolan Perry | TrustRadius Reviewer

    Zendesk Support Suite

    Zendesk Support Suite 10.0
    Based on 38 answers
    There has not been a reason to consider anything else as the core functions work perfectly for ticketing. Also Zendesk continues to focus on new functionality, growth of the API and Apps framework and add more partner application to the list. Not only will be renew but it is likely we will add seats as we grow and expand our customer focused teams.
    Lou Gallo | TrustRadius Reviewer

    Usability

    Verint Messaging

    Verint Messaging 8.2
    Based on 5 answers
    Because of the number of features it offers and the manner in which they're presented. I've explored a number of other tools that just don't do it as well. When sorting through and responding to hundreds of social media messages each day, the number of clicks it takes to do something really matters. Conversocial does a great job of minimizing clicks and presenting the data we need without having to click to find it
    Nolan Perry | TrustRadius Reviewer

    Zendesk Support Suite

    Zendesk Support Suite 9.4
    Based on 18 answers
    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
    Anonymous | TrustRadius Reviewer

    Reliability and Availability

    Verint Messaging

    Verint Messaging 8.7
    Based on 4 answers
    Downtime is very rare, and the occasional occurrences are typically a problem with Twitter or FB API.
    Andrey Grigoryev | TrustRadius Reviewer

    Zendesk Support Suite

    Zendesk Support Suite 8.6
    Based on 26 answers
    In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.
    Chase Sheaffer | TrustRadius Reviewer

    Performance

    Verint Messaging

    Verint Messaging 8.5
    Based on 4 answers
    Extremely fast, practically in real time.
    David Tull | TrustRadius Reviewer

    Zendesk Support Suite

    Zendesk Support Suite 8.0
    Based on 20 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

    Verint Messaging

    Verint Messaging 8.2
    Based on 9 answers
    Our account rep at Conversocial has set up a call with me every two weeks to check in, talk about new features, or answer questions. I know I can email or call her for help anytime. Their support team also responds quickly.
    Nolan Perry | TrustRadius Reviewer

    Zendesk Support Suite

    Zendesk Support Suite 6.5
    Based on 49 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

    Verint Messaging

    Verint Messaging 9.1
    Based on 1 answer
    Comprehensive training in all aspects of the software and general usages (including social media) for both agents and managers. Simulation workshops really made the live deployment process very smooth.
    Andrey Grigoryev | TrustRadius Reviewer

    Zendesk Support Suite

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

    Online Training

    Verint Messaging

    Verint Messaging 9.1
    Based on 3 answers
    Outstanding & comprehensive training both on-line and instructor-led. Another crucial differentiator from competitors in our eyes.
    Andrey Grigoryev | TrustRadius Reviewer

    Zendesk Support Suite

    Zendesk Support Suite 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

    Verint Messaging

    Verint Messaging 9.1
    Based on 6 answers
    Without any tech requirement on our end, this was an extraordinarily easy implementation to run, compared to other platforms like live chat or email.
    David Tull | TrustRadius Reviewer

    Zendesk Support Suite

    Zendesk Support Suite 9.0
    Based on 35 answers
    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
    Anonymous | TrustRadius Reviewer

    Alternatives Considered

    Verint Messaging

    Early on we did comparisons with Hootsuite and later with Adobe. While they have similarities, the difference at the time and likely currently, was the personal interest and general accessibility of Conversocial's platform and people. The combination of an effective CRM solution and a team that was readily available to help proved to be the winning formula for our business.
    Conway Stone | TrustRadius Reviewer

    Zendesk Support Suite

    I have not used any other support software, but also evaluated FreshDesk. For our needs at the time, Zendesk was more polished and had the ability to support multiple websites in a single instance, while allowing customization for each brand separately. That was crucial to us, and is why we went with Enterprise.
    Adam McCracken | TrustRadius Reviewer

    Return on Investment

    Verint Messaging

    • One of the biggest benefits we are seeing is that we have reduced the number of post-holiday complaints coming into head office. Since we are responding to issues and concerns as they arise, we can impact overall customer satisfaction.
    • The efficiencies gained from using a centralized platform for managing the response process has enabled us to reduce our team by 50%.
    • We can track that we are responding to a fan's first message within 30 minutes.
    • We can track the number of messages each user engages with.
    • We can see the most effective times of day to post and reply.
    Lauren Stewart | TrustRadius Reviewer

    Zendesk Support Suite

    • The main part of the IT department is able to quickly prioritize and delegate tickets as they come in.
    • Tickets can be linked to each other and support articles, creating opportunities for more efficient responses.
    • Central location for users to ask for tech help when they don't need to know which staff member is the appropriate person to ask.
    Alicia Barevich, bCRE, bCEE | TrustRadius Reviewer

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