Virima vs. Zendesk Chat

The reason why i would recommend Virima its because they offer most excellent SaaS solution which is bound to solve the most stringent IT assets and services management problems. Has a graphical representation for changes to provide better insights. Helps to monitor our network and enhance security highly. I love the support team they are very responsive and easy to reach at.

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Zendesk Chat is suited for all the support teams that provide real-time assistance. Like if someone wants to block the debit/credit card, it is a high-priority case that needs real-time assistance. Whereas issues like close my account, and invoice request doesn't need real-time assistance, where Zendesk tickets support will be perfect.

• Virima is outstanding in relation to information Technology asset tracking.
• Great in in terms of company or organization contract management.
• excellent in terms of license management.

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• Extremely fluid chat interface allows for easy communication.
• It can be used directly on a website page or as a widget.
• Allows the end user to translate the chat into their own native language.
• Notifies you with pending chats via on-screen notifications and sound effects.

• Offers a vivid service mapping feature that represents the full picture of how business services are supported and what is occurring at the application, computes, and network layer that could be impacting availability performance.
• Application dependency mapping.
• IT Assets Management.

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• Linking with a telephone, so the agent is only working on 1 channel at a time
• More simplified way to create and use templates
• Link users who may have provided us a new/different email from what we have on file for them

Due to staffing issues, we have temporarily stopped offering chat as an available channel. We're also interested in the best ways to integrate chat with our FAQs and AI to provide quick responses, either during off-hours or prior to speaking with a live agent. I've also found that reporting is rather limited where some of the interesting and useful data made available and visible during the chat cannot be pulled post-chat; it would be great to pull a high-level report so we can analyze this data.

As mentioned previously, it's a clunky product that lacks user-friendliness. It feels old and behind the times compared to other products we have used. The inability to have a wrap-up time before a new chat comes in is also a big issue for our team.

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Getting assistance and/or troubleshooting anything with Zendesk can be quite frustrating. In my years of experience with Zednesk, I have almost never found the answer to my question without going through multiple articles, ultimately getting frustrated and reaching out to our contact for more assistance. So for a consumer, the support is not as relieving as Zendesk Chat is to our customers in getting the questions answered by us.

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Accessing and Managing Virima is easy. Great support team very responsive,but i would like to have more visibility into the product management space. Nevertheless its a considerable tool that does what it was deployed to do.

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Independently Invited by TrustRadius

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Zendesk Chat is far more user friendly than some of the other competitors on the market. It has a very all the features that you require to ensure your customers are contacted in 'real time'. Its main tools include a live chat interface for quick communication, customisable chat widgets to fit your brand, mobile responsiveness for all devices, and canned responses for common questions. The platform can also start chats based on visitor actions, like time on a page or exit intent. A real must for any leading company

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• Excellence in our company licensing management.
• Outstanding in terms of Information Technology asset tracking.
• Services mapping in the company.

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• Positive impact - Compared to our old system, this newly updated system provides features and functionality that has increased our agent productivity and provided customer insight like we've never had before. This has resulted in fewer hold times and higher customer satisfaction.
• Negative impact - Our reporting team still struggles with obtaining the right information from time to time with the chats. This leads to loss of productivity and more resources dedicated to reporting.
• Positive impact - Due to Zopim's embed, we are able to more successfully place them on the appropriate self-service portals and pages, reaching a larger audience, and being more readily available to answer our client's questions. This has resulted in an increase in our self-service portal usage, driving down the phone and email support channels, which in turn reduces support costs.

Incentivized

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