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Zoho Desk vs OBI Engage Comparison

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Overview

Category Leaders

Zoho Desk is a cloud-based help desk platform designed to help businesses of all sizes manage customer service. Key features...

OBI Engage is a cloud-based solution, which helps businesses automate processes related to customer support and social media...

  • 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
$

14

/momonth
  • Free trial available
  • No credit card required
  • Free account
  • Subscription based
Starting from

No info

  • Free trial available
  • No credit card required
  • Free account
  • Subscription based

User reviews

5

4

3

2

1

976

585

97

11

5

  • Value for money
  • Ease of use
  • Features
  • Customer support
99%
would recommend this app

No reviews

5

4

3

2

1

0

0

0

0

0

  • Value for money
  • Ease of use
  • Features
  • Customer support

Pros

Zoho Desk is a great addition to the Zoho Suite of products. We appreciate the great value offers in the entire suite.

KB

Keith B.

I like that this helpdesk solution is flexible enough to allow for various usage - in my case we used it to field digital marketing and creative requests.

AR

Anonymous Reviewer

You can customize anything you would like to match your platform's needs. It follows all relevant customer behavior ,prior to interactions , and it helps us anticipate their needs better.

CS

Cherrelle S.

Pros

Not enoughreviews yet

Cons

Previous to using Zoho, we were managing all our CS in our email inbox. Items were getting lost or forgotten about and it was driving me crazy.

Kassy C.

The user interface can be a bit confusing if you are an entry level user.

Matthew H.

Lack of customization options in the lower subscription tiers.

BD

Ben D.

Cons

Not enoughreviews yet

  • Vendor responds to reviews
  • Last review6 days ago
  • Vendor responds to reviews
  • Last reviewN/A

Key features

  • Total features143
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Analysis
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Batch Communications
  • Billing & Invoicing
  • Brand Tracking
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Campaign Analytics
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Content Library
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Profiles
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Email Distribution
  • Email Management
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Interactive Content
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Account Management
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Communications
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Post Scheduling
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Profitability Analysis
  • Project Management
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • 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
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Video Support
  • Virtual Assistant
  • Website Analytics
  • Widgets
  • Workflow Configuration
  • Workflow Management
  • Total features43
  • @mentions
  • API
  • Access Controls/Permissions
  • Account Management
  • Activity Dashboard
  • Activity Tracking
  • Ad hoc Analysis
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Batch Communications
  • Billing & Invoicing
  • Brand Tracking
  • CRM
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Campaign Analytics
  • Canned Responses
  • Case Management
  • Cataloging/Categorization
  • Chat/Messaging
  • Chatbot
  • Churn Management
  • Client Portal
  • Collaboration Tools
  • Communication Management
  • Community Management
  • Computer Telephony Integration
  • Configurable Workflow
  • Contact Database
  • Content Library
  • Content Management
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement
  • Customer Experience Management
  • Customer History
  • Customer Management
  • Customer Profiles
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Decision Support
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Email Distribution
  • Email Management
  • Email Templates
  • Employee Management
  • Engagement Tracking
  • Event Triggered Actions
  • Feedback Management
  • File Sharing
  • Filtering
  • Forms Management
  • Full Text Search
  • Gamification
  • Help Desk Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Interactive Content
  • Issue Management
  • Issue Scheduling
  • Issue Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Account Management
  • Multi-Channel Communication
  • Multi-Channel Data Collection
  • Multi-Channel Management
  • Multiple User Accounts
  • Negative Feedback Management
  • Network Monitoring
  • Offline Form
  • On-Demand Communications
  • Online Forums
  • Outbound Call Center
  • Performance Management
  • Performance Metrics
  • Personalization
  • Post Scheduling
  • Predictive Analytics
  • Prioritization
  • Proactive Chat
  • Profitability Analysis
  • Project Management
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Recurring Issues
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • SSL Security
  • Screen Sharing
  • Search/Filter
  • Self Service Portal
  • Sentiment Analysis
  • Service Level Agreement (SLA) Management
  • 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
  • Text Analysis
  • Text Editing
  • Third Party Integrations
  • Transcripts/Chat History
  • Transfers/Routing
  • Trend Analysis
  • Video Support
  • Virtual Assistant
  • Website Analytics
  • Widgets
  • Workflow Configuration
  • Workflow Management

Integrations

  • Total integrations77
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • PrestaShop
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM
  • Total integrations4
  • BigCommerce
  • Facebook
  • Freshdesk
  • Google Analytics
  • HubSpot CRM
  • Jira
  • Magento Commerce
  • Mailchimp
  • Pipedrive
  • PrestaShop
  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • Shopify
  • Slack
  • SugarCRM
  • Twitter
  • Wordpress
  • Zapier
  • Zendesk
  • Zoho CRM