TrustRadius

Directly vs. Zendesk Sunshine Conversations

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Directly
Score 6.8 out of 10
N/A
Directly’s crowd platform harnesses thousands of independent experts and AI technology to automate common customer questions and deliver customer service that consumers love. The vendor states companies like Airbnb, Microsoft, and Samsung partner with Directly to improve the customer experience, boosting CSAT by 20% while reducing contact center volume and saving millions per year. Directly is based in San Francisco and backed by Microsoft’s M12 Ventures, Samsung NEXT, True…N/A
Zendesk Sunshine Conversations
Score 7.8 out of 10
N/A
Zendesk's Sunshine Conversations (formerly Smooch.io) lets users unify messages from every channel into a single conversation, and build interactive messaging experiences anywhere. Smooch was acquired by Zendesk in May 2019.N/A
Pricing
DirectlyZendesk Sunshine Conversations
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
DirectlyZendesk Sunshine Conversations
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details——
More Pricing Information
Community Pulse
DirectlyZendesk Sunshine Conversations
Best Alternatives
DirectlyZendesk Sunshine Conversations
Small Businesses
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Score 7.1 out of 10
Medium-sized Companies
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Score 8.6 out of 10
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Score 8.6 out of 10
Enterprises
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User Ratings
DirectlyZendesk Sunshine Conversations
Likelihood to Recommend
7.0
(0 ratings)
7.6
(0 ratings)
User Testimonials
DirectlyZendesk Sunshine Conversations
Likelihood to Recommend
It is well suited for customer experience service management but, it should focus more on a support system.
Abhay Ranjan | TrustRadius Reviewer
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Zendesk Sunshine Conversations (formerly Smooch) would be well suited for the companies who have mission critical conversations with their customers and need to be able to document and track everything for reporting purposes, such as a Help Desk, like we have in place. It wouldn't be suited for people who have to consistently go back to previously tracked tickets to re-open.
Verified User
Anonymous
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Pros
  • customer messaging management
  • IVR
  • Branding
Abhay Ranjan | TrustRadius Reviewer
Read full review
  • Creating support ticket
  • Distributing tickets among agents
  • Integration
Deepa Kumari | TrustRadius Reviewer
Deepa Kumari
Campaign Specialist
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Cons
  • support
  • moderation
  • termination process
Abhay Ranjan | TrustRadius Reviewer
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  • Everything I found good, no improvement as of now
Mohammad Rashid Raza | TrustRadius Reviewer
Mohammad Rashid Raza
Technical Lead
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Alternatives Considered
Directly is more user-friendly and provides an easy interface. It's help desk software and chat support is very interactive
Abhay Ranjan | TrustRadius Reviewer
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We were able to reduce our monthly license cost in nearly 50% which is key on emerging markets and being a startup with a reliable solution that integrates with most of our internal systems. Support and documentation in spanish was also a key factor in our case as we are based in Latam and not all of our developers and team members are fluent in english.
Verified User
Anonymous
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Return on Investment
  • increased branding
  • increased numbers of customer
  • increased customer loyalty
Abhay Ranjan | TrustRadius Reviewer
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  • Add another way of contacting our users
  • Add more detail to our tech support tickets
  • Offload some of the follow up requirements from the engineer to the coordinator
AH
Alejandro Huerta
COO (Chief Operations Officer)
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ScreenShots