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Zendesk Suite vs Kapture CX Comparison
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Good recommendations?
Overview
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success, and...
Kapture CRM is a cloud-based customer relationship management solution which helps enterprises of all sizes automate sales,...
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
- Platforms supported
- Web-based
- iPhone app
- Android app
- Windows Phone app
- Typical customers
- Freelancers
- Small businesses
- Mid size businesses
- Large enterprises
- Customer support
- Phone
- Online
- Knowledge base
- Video tutorials
Video & Screenshots
Pricing
Starting from
55
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
Starting from
39
/user
Per month
- Free trial available
- Credit cardless trial
- Free account
- Subscription based
User reviews
Pros
Pros
Cons
Cons
Sagar V.
Sagar V.
Sagar V.
Key features
- Total features179
- AI/Machine Learning
- API
- Access Controls/Permissions
- Account Alerts
- Account Management
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Archiving & Retention
- Asset Tracking
- Assignment Management
- Audit Trail
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Availability Management
- Batch Communications
- Blended Call Center
- CMDB
- CRM
- Calendar Management
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Caller ID
- Campaign Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Chatbot
- Churn Management
- Client Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Complaint Monitoring
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Management
- Content Creation
- Content Management
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Segmentation
- Customer Service Analytics
- Customer Social Profiles
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions/Forums
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management
- Email Templates
- Email Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- Filtering
- For Insurance Industry
- For Startups
- For iPad Devices
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Group Management
- Health Score
- Help Desk Management
- IVR
- Inbound Call Center
- Incident Management
- Interaction Tracking
- Interactive Content
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Mobile Alerts
- Mobile Interface
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Natural Language Processing
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- On-Demand Recording
- Onboarding
- Online Forums
- Outbound Call Center
- Performance Metrics
- Personalization
- Phone Key Input
- Predictive Analytics
- Predictive Dialer
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Progressive Dialer
- Project Management
- Quality Assurance
- Queue Management
- Quotes/Estimates
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recurring Issues
- Release Management
- Reporting & Statistics
- Reporting/Analytics
- Revenue Management
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Screen Sharing
- Search/Filter
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Template Management
- Templates
- Text Analysis
- Text Editing
- Text to Speech
- Third-Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Trend Analysis
- Usage Tracking/Analytics
- User Management
- Video Support
- Virtual Assistant
- VoIP Connection
- Voice Customization
- Voice Mail
- Web-based Deployment
- Widgets
- Win/Loss Analysis
- Workflow Management
- Total features54
- AI/Machine Learning
- API
- Access Controls/Permissions
- Account Alerts
- Account Management
- Activity Dashboard
- Activity Tracking
- Alerts/Escalation
- Alerts/Notifications
- Archiving & Retention
- Asset Tracking
- Assignment Management
- Audit Trail
- Automated Routing
- Automatic Call Distribution
- Autoresponders
- Availability Management
- Batch Communications
- Blended Call Center
- CMDB
- CRM
- Calendar Management
- Call Center Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Caller ID
- Campaign Management
- Canned Responses
- Capacity Management
- Case Management
- Catalog Management
- Change Management
- Chat/Messaging
- Chatbot
- Churn Management
- Client Management
- Client Portal
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Complaint Monitoring
- Computer Telephony Integration
- Configurable Workflow
- Configuration Management
- Contact Management
- Content Creation
- Content Management
- Contract/License Management
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Database
- Customer Engagement
- Customer Experience Management
- Customer History
- Customer Management
- Customer Segmentation
- Customer Service Analytics
- Customer Social Profiles
- Customer Support
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Import/Export
- Decision Support
- Discussions/Forums
- Document Storage
- Drag & Drop
- Email Alerts
- Email Management
- Email Templates
- Email Tracking
- Event Triggered Actions
- Feedback Management
- File Sharing
- Filtering
- For Insurance Industry
- For Startups
- For iPad Devices
- Forms Management
- Full Text Search
- Gamification
- Geotargeting
- Group Management
- Health Score
- Help Desk Management
- IVR
- Inbound Call Center
- Incident Management
- Interaction Tracking
- Interactive Content
- Issue Auditing
- Issue Management
- Issue Scheduling
- Issue Tracking
- Knowledge Base Management
- Knowledge Management
- Lead Management
- Live Chat
- Macros/Templated Responses
- Manual Dialer
- Mobile Access
- Mobile Alerts
- Mobile Interface
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Multiple Scripts
- Natural Language Processing
- Negative Feedback Management
- Offline Form
- On-Demand Communications
- On-Demand Recording
- Onboarding
- Online Forums
- Outbound Call Center
- Performance Metrics
- Personalization
- Phone Key Input
- Predictive Analytics
- Predictive Dialer
- Prioritization
- Proactive Chat
- Problem Management
- Procurement Management
- Progressive Dialer
- Project Management
- Quality Assurance
- Queue Management
- Quotes/Estimates
- Real-Time Analytics
- Real-Time Chat
- Real-Time Data
- Real-Time Monitoring
- Real-Time Notifications
- Real-Time Reporting
- Real-Time Updates
- Real-time Consumer-facing Chat
- Recurring Issues
- Release Management
- Reporting & Statistics
- Reporting/Analytics
- Revenue Management
- Role-Based Permissions
- Routing
- Rules-Based Workflow
- SMS Messaging
- SSL Security
- Sales Pipeline Management
- Screen Sharing
- Search/Filter
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Service Reporting
- Single Sign On
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Task Management
- Template Management
- Templates
- Text Analysis
- Text Editing
- Text to Speech
- Third-Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Trend Analysis
- Usage Tracking/Analytics
- User Management
- Video Support
- Virtual Assistant
- VoIP Connection
- Voice Customization
- Voice Mail
- Web-based Deployment
- Widgets
- Win/Loss Analysis
- Workflow Management
Integrations
- Total integrations1105
- Adobe Commerce
- BigCommerce
- Freshdesk
- Google Analytics 360
- HubSpot CRM
- Intercom
- Jira
- Mailchimp
- Meta for Business
- Pipedrive
- Salesforce Sales Cloud
- Shopify
- Slack
- Twilio
- Twitter/X
- WordPress
- Zapier
- Zendesk Suite
- Zoho CRM
- Total integrations19
- Adobe Commerce
- BigCommerce
- Freshdesk
- Google Analytics 360
- HubSpot CRM
- Intercom
- Jira
- Mailchimp
- Meta for Business
- Pipedrive
- Salesforce Sales Cloud
- Shopify
- Slack
- Twilio
- Twitter/X
- WordPress
- Zapier
- Zendesk Suite
- Zoho CRM
Alternatives
Explore similar apps
User reviews that mention these apps
Verified reviewer
Food Production, 51-200 employees
Used daily for 1-2 years
Review source
Share this review:
great CX
-easy reporting -easy to stay organized -great integrations
-apps aren't the best -not a lot of phone integration options
James Edward A.
Food & Beverages, 11-50 employees
Used daily for 2+ years
Review source
Share this review:
Powerful AI tools to support the scaling of our CX function
Set up was more difficult than expected early on.
Matt R.
Education Management, 11-50 employees
Used daily for less than 6 months
Review source
Share this review:
Very poor. Don't bother with the trials, go and look at something else.
Not many at all, the agents don't seem to have much interest
Ironic that a company trying to sell software for CX, is so poor with their own service
Othmar B.
Business Supplies and Equipment, 201-500 employees
Used daily for 2+ years
Review source
Share this review:
We utilize Zendesk as our core CRM and ticketing solution for email, chat, text and analytics
The open source and compatibility with common CX tools. The low cost / high value is a substantial factor as well
Service is not as great and difficult to get help if needed. Reporting is also not as easy to set up as advertised
Mimi M.
Marketing and Advertising, 11-50 employees
Used daily for 1-2 years
Review source
Share this review:
Efficient, but not super exciting.
It was organized, easy to sort, and easy to update. Often customer support tickets piled up at certain times, and ZenDesk helped keep everything manageable. Everything from reassigning tickets to marking them as complete/closed helped our customer support team work fast and efficiently.
The interface is quite boring. I know the work to be done is straightforward - answer and close tickets - but I think for CX associates, they need all the color/levity they can get. I was never excited to open Zendesk.
Alexander H.
Information Technology and Services, 1,001-5,000 employees
Used weekly for less than 6 months
Review source
Share this review:
If you go all in on it, it's good. If you don't - there's simpler options that may help you out a bit more. EG, it's live chat platform is actually quite.. old. I've experienced a lot better including ones where you get one way video chat. *That* is CX innovation.
It's general simplicity. It's the old man of CX software so it's comfortable. The features you expect are there. It's knowledge base functionality is actually quite robust, and almost worth it for that. It's live chat is basic, but good.
It's "unified view of the customer" is a bit of a misnomer and requires you to base your solution in Zendesk. Integrations aren't actually that great if you didn't start with ZenDesk.
Eliel B.
Marketing and Advertising, 1-10 employees
Used daily for 1-2 years
Review source
Share this review:
It just works.
It's easy to interact with the customers, once your team has gotten used to it, then it becomes more agile. It provides some insightful metrics about customer behavior that are super relevant to gain insights and improve the UX and CX.
Customer support is basically non-existing sometimes, depending on how busy they are. Also, the chat widget adds a lot of loading time to your website.
Verified reviewer
Health, Wellness and Fitness, 51-200 employees
Used daily for 6-12 months
Review source
Share this review:
Zendesk Suite isn't bad. Suitable for those who are into Customer Service, but may not be a strong suit for those who are into technology or highly familiar with features. Zendesk is best said to be beginner-friendly.
Some things I like the most are:(1) Beginner friendly: Easy for starters to use for CX or customer service(2) Features are easy to use(3) The features are well organized and easy to navigate around(4) Shortcuts are very useful
Some things I don't like the most are:(1) Search engine; lacks advanced features for enhanced ticket-finding(2) Rich text doesn't filter very well when particular inputs are included i.e. dash for bullets, numbering for numbered lists.(3) Automations have limited functionalities and logic. For instance, if the time interval is given, but not the precise value i.e. time > 7 weeks, then that is not allowed. That should be included for usability.
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