Kustomer vs. Zoho Desk

It works really well for you to ask a teammate to review a case/email/message and provide some input since you can all review the same conversations and client accounts. They can also cover your inbox using your email handle in case you are out of the office suing some well deserved PTO.

Incentivized

Zoho Desk is a great customer service tool. It is very easy to track the ability to receive tickets and send responses in Zoho Desk. There are lots of options for customization. The knowledge base feature is very extensive and powerful. It makes creating internal and external FAQs easy.

Incentivized

• All customer data (past orders, communication with customer service, rewards account data) is in one place. This helps agents avoid confusion and reduces the number of tabs they need to open.
• The Knowledge Base (or K Base) is very helpful. Any time we roll out a new policy or have a limited-time promotion, we can add all the relevant information and worksheets there for the convenience of the agents. That way they can stay in a chat while looking up the answer to a question.
• We can seamlessly move from chat into email if the customer leaves or the queue times are too long. All the interactions will stay on the customer profile page, so they are kept up to date.

Incentivized

• Report features give the all insights of the customer team and customer support which enables us to make changes according to it.
• The best thing about Zoho Desk is that it has a very beautiful and fully designed dashboard.
• I have been using this software for a very long time in my organization, it is very easy to use with having the interface created on a very advanced module.
• It is completely a feature rich platform.

Incentivized

• For our team, the feature that defaults all notes to begin in "done" status is difficult. Throughout each day we need to have notes open and assigned back and forth to different teams, and we have to remember to manually "open" each note. There is too much room for human error with this setting, and it is easy for important notes to be missed if a user forgets to open the note.
• Similarly, it can be hard to remember to assign emails/notes to a particular team in addition to a user. We almost exclusively work out of team inboxes, and if someone on Care writes an email to a customer, the email will automatically be "done" when it is created, and it will be assigned to the user who wrote it, but not also to the user's team. There are instances where an email needs to be snoozed for several days/hours with further action needed, and unless the user remembers to assign the email to their team it may "awake" from the snooze and not be visible to anyone except the user who created it. Similarly to my first comment, this leaves a lot of room for human error and is not very intuitive.
• Personally, I do not love that all tickets/emails/notes are jumbled together in the same inbox. While this gives visibility to everything on the "to do" list at the same time, it can be visually overwhelming. We have created unique folders for certain types of projects or categories of work, but have experienced tech glitches or just the awkwardness of another step to manually read the note, determine what type of category it is, and then manually assign it to another folder. Would love to have things auto-sort and take out this manual lift.
• I love the idea of the autopilot setting, but we have not been able to use this for our work because it sorts items based on time, and not based on priority. In our line of work, we may have an urgent situation arise that needs attention before an email that was sent in 60 minutes ago. The autopilot feature would push the email to my associates sooner than it would the urgent situation from 5 minutes ago. Due to this, we manually monitor inboxes and assign work to ourselves and others.

Incentivized

• When utilizing as a ticketing system, it would be nice to have a better way to monitor when something is due. It's just a little cumbersome.
• Search Functionality - The search functionality could use a tweak or two. Too many times I am unable to find tickets. This would also be very helpful for the "Recycle Bin" when you just need to find that ticket you accidentally deleted (we are all human!). :)

Incentivized

Because there's no other tool like Kustomer

Incentivized

There is a learning curve, but it is more than worth it, especially to have a dedicated resource pointed at Kustomer and any other software it interacts with. The basic implementation is useful, and powerful - certainly a MASSIVE upgrade over taking care of your customers in an email inbox or shuffling between multiple windows and applications! It is also set up really well to grow and reconfigure with your business. I'm a big fan.

Incentivized

Zoho Desk on operational capacity is the most effective help desk we have come across, as it is suitable for businesses of all forms and shapes, from large to small. Again, Zoho Desk captures the attention of all clients, and on time, offers solutions to their demands without failing. Lastly, Zoho Desk requires no extra skill to execute the program.

Incentivized

Because Kustomer is available when you need it

Incentivized

Because ages load quickly, reports complete in a reasonable time frame, given their complexity

Incentivized

It’s a great tool that has helped our company and overall customer service. I believe if we were able to edit certain setting for our specific company that would be hopeful. We have been told before that certain desires of ours would make a change throughout all of Kustomer. Which is not something we would want, we would just want that to change for our business.

Incentivized

Their support is excellent. They are always available to answer all your queries and doubts. Be it a call or email or even live chat. You will always get a prompt response from their customer support executives. They are very much familiar with the product and all its functionality. Sometimes you get stuck and don’t know what to do. They are always there for your questions

Incentivized

Because they are very hands-on in training us and very approachable

Incentivized

It was very easy to understand.

Incentivized

Nothing really because it is easy to use. After an hour of using it, we're already getting the hang of it.

Incentivized

I find it baffling how little data can be stored or associated with a customer in many other systems, and how difficult that can be to set up. It is fine if you already have a robust CDP that you can hook up and use to power your CRM, but it is rare that an organization has the resources or the customer-focus to rally behind setting up their customer service/experience team up for success. With a platform like Kustomer, you can actually evolve the relationship over time, or use the past experiences (number of contacts, purchases, previous issues, etc.) to power your next steps with a customer, making for a much more nuanced relationship with a human, not just a ticket.

Incentivized

Zoho Desk is easily a winner for trouble ticket handling as Bitrix24 was not offering any dedicated trouble ticketing tool and we had no option but to use the Tasks section of Bitrix24 to handle our existing customers. Also Bitrix24 neither did have any dedicated mobile application for on the go usage which Zoho Desk has easily handled with applications for both Android and IOS devices.

Incentivized

Because customer is flexible and scalable

Incentivized

• We’re getting so much positive feedback — which is not something you traditionally associate with a customer care team — because we’re making it effortless for customers to deliver both positive and negative feedback, and we can now resolve the bad feedback really really quickly.
• Primarily from our increased efficiency with Kustomer, we’ve seen a significant reduction of $3 to $4 for every cost per contact.

Incentivized

• By running reports based on ticket, we can see how much time is spent on each customer and can manage these customers better based on what we see are there issues
• We can also run reports based on the types of queries customers are coming in with which allows us to develop our product based on actual customers needs as a whole.
• Automatic reporting once set up saves many man hours as new customers can be added automatically if required, and it saves having to build these reports monthly or possibly weekly

Incentivized