Visible Intelligence, developed by Visible Technologies and formerly offered under the name Cymfony, was a listening tool with an analytics dashboard. Visible was acquired by Cision, and later discontinued.
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Zendesk Suite
Score8.5 out of 10
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Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
The only time I have trouble recommending Visible is to my clients of specific markets. We work with several McDonald's co-ops and we can't narrow our searches to a specific region for example, to the state of Iowa or Kansas City region.
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.
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
The way the cloud of related terms, a.k.a "social media differentiating terms", was organized into a chart with the frequency of appearance was extremely helpful. Each term was also a link to other terms that may be related to your research as well, which was insightful.
Visible Intelligence allows you to view the differentiating terms across platforms. This is particularly a useful tool when trying to compare and understand what is being said and where exactly (Blogs, Twitter, Facebook, etc.)
Most of the social media analytical tools allow you to view "sample content". However, and I find this extremely useful in many cases, Visible Intelligence allows you to directly connect with the person that posted the content. Because of such feature more clarification can be accomplished.
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
Firehose terms. I wish there was a place in setting or somewhere that let us know what firehose terms we currently have. To make it really great it would be nice for it to also show a history of what terms we had in the past with dates and the start dates of current firehose terms. I can't tell you how many times we've had to reach out to our rep to let us know what we currently have in place and when you have multiple users in the agency using the tool, it's near impossible to keep track of when changes were made.
Exports, I wish there was a way to have larger exports. And if you can't, an easier way to break down larger exports. For example, say my timeframe is only 1 day and I have over 20,000 results in that day– there is no way for me to export all of those results by breaking it down because my only options are most recent, most relevant, klout, most confident, most influential, most followers, positive, negative. There's no option to break down 1 day by the first 20,000 then the second 20,000 and so on. Instead I have to then manually break it down by media type and hope each one of those is less than 20,000.
Author influence, I know this algorithm is tricky but at the very least I think it could be better explained within the tool so when clients ask questions we can answer them. It could be nice to have some filtering options with this because several authors get a 99 score and it's not valuable information.
Tagging, when tagging content it is extremely annoying that I can't add new tags in the "select tags" drop down. It takes too much time to go in to where I can add new tags and then go back to where I was.
It'd also be nice to have setting for a stream where only a certain folder or folders of tags display. So when I'm in client x's search the only tags that display are client x's instead of all 5 clients and I have to keep scrolling through to find what I need.
Archive, when you hit archive on a post it does nothing. It stays in your search and ends up in all you charts which skews your data. What I do now is I created an actual tag called "archive" (because if I didn't tag it with that and I exported everything nothing in the excel doc tells me I hit Visible's archive button for that result) I export the search, I remove everything I tagged as "archive" in excel and then I manual make charts. When I hit Visible's "archive" button it should be completely removed and if I made a mistake and I want to un-archive it, there should be a section where I can go and see everything I archived and be able to un-archive it.
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?
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
I loved the way Visible Intelligence was similar yet different from Radian6. Although I have more experience with Radian6, it still wasn't hard to use and get familiar with Visible Intelligence. I personally liked how easy it was to do your "thing" and conduct your analysis using VI. That is plenty of reason for me to consider re-using it in any project that requires social media analysis.
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.
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
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.
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
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.
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
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.
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
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
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
