Genesys Cloud AI vs. Zendesk Suite

Exceed.ai is a smart assistant tool developed on the Chatbox platform, where users can easily use custom commands to get the daily task done by the tool. Also, it is an intelligent virtual assistant that learns from your behavior and recommends what you might like or need in the future. It is highly recommended by me to others.

Incentivized

Benefits of Zendesk Suite:
Support across channels In the case of a retail company with chat, email, WhatsApp and social DMs all piling up together, agents do not have to change tabs - everything comes into one screen in the Suite.
An example could be a representative for this e-commerce company on a sale weekend when they have live chat up, and also must deal with emails and complaints on social. Zendesk Suite handled all of this interaction seamlessly.
Knowledge base + self service: A SaaS platform receiving constant flow of "how do I reset my password" questions. You set up a help centre once, and are able to deflect hundreds of tickets for months and years.
Even better when combining with Answer Bot, where the bot begins suggesting articles without even a human interacting with the tickets.
Scaling customer service teams: A startup that has just expanded from 5 customer service representatives to 50 customer service representatives. Zendesk Suite automates routing, SLAs, macros, and analytics, when it could never work with Google Workspace + sticky notes.
This is especially helpful when managers want to be able to report or analyze ticketing conversations to see trends in perhaps their backlog, or a customer service representative is running into consistent workflows.
Globalization: A company with support teams that are spread across time zones and languages. Zendesk Suite enables for business hours, language packs, and localized help centers. It even comes with routing either by skill or region

Incentivized

• Their customer team is also extremely helpful and willing to put extra time in order to ensure the platform works for your organization.
• Exceed.ai automatically updates your CRM and marketing automation platform with the latest lead status.
• It can be deployed in Cloud, SaaS, Web-based.

Incentivized

• UI/UX; mature macros and automations, slick and well thought out UI.
• Reporting, reporting, reporting. With user, org, and ticket level tags, we can track every aspect of our ticket flow.
• Extensibility; the app marketplace is a great resource for expanding functionality from the baseline offering.

Incentivized

• Though customisable, it is not the most intuitive and can take a while to setup appropriately for your organisation
• It can be slow to pull in new inputs and it is difficult to integrate into other systems such as CRMs
• A bit pricey compared to other options

Incentivized

• The development of messaging out of the earlier Chat module is clunky and still has limitations for multi language flows.
• When creating queries in Explore, you can't search for 'or' conditions, only 'And', meaning you have to build multiple queries and manually add them.
• You can't download the charts in the reports, they come down as tables and then you have to make your own charts.

Incentivized

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.

Incentivized

I used to work without a ticketing service, and everything was handled on an email provider, this made it very difficult to track, no integrations to the software complicating the use of internal tools or other software like Guru, Zendesk Suite wasn't hard to learn, in fact it was very easy, very straightforward, and I was an admin learning to use several tools at the same time.

Incentivized

In the past year, I'd say I have only noticed maybe two hours total of downtime in my own usage. Very minimal.

There has been minor performance degradation on a very few days out of the two years I have been using the product.

During the initial setup and onboarding, we had a white-glove approach from the Exceed Customer Success team: weekly touchpoints to review and evaluate progress towards our stated objectives. Outside of our regular catch-ups, should any questions or issues arise, Exceed has a chat function that always seems to be staffed. The average response times to questions was 10-20 minutes.

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.

There is not a lot of implementation, it's all setup and you just start using it. We did do some email to ticket setup and that worked really well. The only thing that didn't work for us was the Salesforce integration, maybe your mileage will vary.

Exceed.ai feels much more polished and feature-rich, including options such as pre-qualifications and the ability to schedule a calendar invite/meeting with a sales representative while Gorgias is designed more as a chatbot to feed FAQ responses and automated messages, without the advanced AI to pre-qualify and schedule meetings.

Incentivized

Even these two have a ticketing system but that I also used previously but Zendesk Suite has a very clear ticketing system - it does not take much time to understand and use it, the interface is easy and the automation system also works up to the expectation, it is not just easy for the users but for us from the backed support as well, it is so user-friendly.

Incentivized

WHY we will use Zendesk in HR and PD internally

Incentivized

• There is a significant benefit to using a service/virtual assistance to answer and qualify customers versus life staffing agents.
• There is another benefit to cost savings by allowing our teams to automatically be scheduled to calendar invites with approved/qualified customers only.

Incentivized

• Customer Success looks at ticket resolution surveys as part of their CSAT scores and either thanks their customer for a positive review or reaches out if it's a negative review.
• Sales uses Zendesk to make sure their new prospects are getting POCs properly set up quickly and fix any issues while they do a trial of our tool.
• Onboarding uses Zendesk to quickly make sure new customers implementations and user access are set up to help them start implementation faster.

Incentivized