| Functionality | 7 <p>At it's core, Glassix offers a fairly strong omni-channel support product. It covers all the basic channels from email to social media (only modern B2B software teams who use Slack might feel left out). Additionally, it offers up a fairly comprehensive rules based chatbot builder and even the functionality to configure an AI chatbot. However, we were disappointed to see the lack of any kind of help centre functionality (either creating one for its own sake or to feed in as context for the AI chatbot).</p> | 9 <p>Zoho Desk offers very rich support functionality. It supports most channels, and the creation of help centres and community forums. It also has pretty advanced automation, AI and reporting functionality.</p><p>However, Zoho Desk doesn't support native SMS as a support channel, and has limited chat functionality compared to competitors.</p> |
| Ease of Use | 2 <p>We found Glassix to be very unintuitive to use. Its web app is poorly laid out, with many components and lines of text being chopped off arbitrarily - making some parts near unusable at times if it weren't for tooltips. This is a shame as its onboarding process was simple and clear. On average it would take an SMB employee a couple days to master its use.</p> | 2 <p>Zoho is bogged down by complex, unique terms like "guided conversations" and "static card block." Key workflows like replying to tickets take more clicks than average. Settings are scattered over the pages. There's an almost overwhelming amount of features (e.g. 13 tabs in total in a single open ticket view). So while powerful, Zoho's complexity can slow you down significantly.</p> |
| Look and feel | 2 <p>When tested, we find Glassix to be dated, clunky and unintuitive. All too often, we came across arbtrarily truncated lines of text and core components. It's customer facing live chat widget feels years behind many modern competitors (even Glassix's own in app support widget had logos which didn't fit and white borders where colour fills were not applied correctly).</p><p>Similarly, its internal facing analytics dashboard, though comprehensive, is extremely overwhelming and painful on the eyes.</p> | 2 <p>Zoho Desk feels dated and cluttered, both internally and externally. Page load times are often slow. We haven't found a default Help Center theme that we'd feel confident sharing with customers</p> |
| Customisability | 7 <p>Glassix offers a deep set of customization options. When it comes to its customer facing live chat widget, you're able to customize everything from the basics (colour and logos) to deeper design elements (fonts and sounds).</p><p>Additionally, we appreciate the ability to create custom analytics reports which highlight the metrics you care about most on a timely basis.</p><p>When tested, Glassix's chatbot builder also offered a reasonable amount of depth and facets for creating an experience that feels unique to your business.</p> | 8 <p>Zoho Desk offers extensive customization for both internal and external pages. Externally, you can fully customize the style and layout of your Help Centre (which supports over 50 languages), as well as the Live Chat widget, with the flexibility to incorporate custom code.</p><p>Internally, you have the ability to create custom data objects and personalize the layout and display of information in your agent workspace, which dynamically updates based on ticket content.</p> |
| Ease of Setup | 3 <p>Though Glassix does offer a self-serve free trial through their website, it's clear that the platform is not optimized for this. We found their onboarding process to be clunky and confusing (taking >15 mins to complete and integrate initial channels). Additionally, when it comes to long term customization, their odd integrations system wherein enterprise customers <span style="color: rgb(0, 0, 0);">can access some integrations built by external partners means that a full setup can take over a week.</span></p> | 4 <p>Despite offering a self-serve free trial, we get the impression that Zoho is not optimised for a smooth self-serve onboarding process. Initial setup was confusing and clunky, taking over 15 minutes. Connecting your first channels is an obscure process. For example, there is no one-click email connection process and instead you'll need to set up email forward manually. Additionally, Zoho's unintuitive UX means deeper customization is also a frustrating process that can take several days.</p> |
| Customer Support | 1 <p>Glassix offers customer support via a live chat widget within its web app. When tested, we found it difficult to get in touch with a real agent, occasionally taking over an hour to get a response. However, even once connected, we found agents to be particularly unhelpful - more focused on upselling than answering questions and often communicating poorly and even cutting off conversations when they didn't have an answer.</p><p>Additionally, Glassix's provided help centre is extremely complex (mixing developer documentation with agent guides is not user friendly). It also failed to answer most questions we had and was filled with bugs/typos itself.</p> | 6 <p>While Zoho offers 24/7 support live chat in-app, the response can be inconsistent in terms of helpfulness. The help centre is of relatively low quality, with many articles receiving mixed feedback from users.</p> |
| Integratability | 2 <p>Whilst we were pleased to see that Glassix offers an API, we were disappointed to see that it offers very little in terms of Glassix built integrations. Beyond its standard omni-channel offering, Glassix does not provide integrations with any standard sources of context you might expect such as CRMs or e-commerce/payments platforms. Instead they offer a bizarre system where customers on their enterprise tier can access some integrations built by external partners. Additionally, the lack of integration with an automation platform like Zapier makes it difficult for non-technical individuals to build out custom automations themselves.</p> | 8 <p>Zoho Desk offers hundreds of pre-built integrations with common third-party tools that SMBs use, including CRMs, email marketing tools, and project management systems. It also has an extensive marketplace for additional integrations and an API for custom integrations.</p> |
| Ease of Migration | 3 <p>Glassix does offer the ability to export some data to excel self-serve, however it's limited to certain report types and doesn't cover the full range of data stored in the platform. That being said, you are able to export data via webhook and API too.</p> | 6 <p>Zoho Desk allows for self-serve export of key data, however, to export email threads, you'll need to request it by emailing support.</p> |
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