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Why Companies are Switching from Zendesk to Comm100 (and why you should do the same)

The importance of customer service is no longer debatable. 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. With the need to offer exceptional customer service, choosing the right technology to deliver this is more crucial than ever. 

With this in mind, many organizations are switching from Zendesk to Comm100 and its omnichannel customer engagement platform. 

Comm100 is a global provider of customer engagement software for education, government, and commercial organizations of all sizes. Comm100’s high security standards and zero downtime have attracted industry leaders like Stanford University, McMaster University, Lake Michigan Credit Union, Attorney General of Texas, and Canadian Blood Services. With Comm100, organizations can provide digital omnichannel customer excellence through live chat, AI-powered chatbots, ticketing, social media, SMS and knowledge base – all from one integrated platform. 

In this blog, we’ll look at the key reasons that organizations are switching from Zendesk to Comm100, why Comm100 is a great Zendesk alternative, and why you should make the same move. 

Why are organizations switching from Zendesk to Comm100? 

Comm100 offers superior customer support 

Comm100 provides outstanding customer support at every stage of the relationship. From onboarding and training to continuous improvement of partner set ups, we’re committed to customer success. To foster these strong relationships, Comm100 provides frequent check-ins and a dedicated account manager who is always on hand to answer any questions, no matter what. 

Strong customer support has led Comm100 customers to rate our support 4.65 out of 5, with 98% satisfaction for onboarding and training. We also pride ourselves on support speed and reliability across a variety of connection options for customers. No matter the plan, Comm100 customers can reach out for support using: 

  • 24/7 live chat 
  • Phone support 
  • SMS
  • WhatsApp 
  • Email 

“The Comm100 team has been awesome… I really like having a dedicated person for customer support so I can so easily and quickly get an answer to my question.”

– Jana Gauvey, Marketing Operations Program Manager, Rand Worldwide

Comm100 customers pay less for more 

Organizations switching from Zendesk to Comm100 will see lower costs alongside more features, helping them to achieve incredibly ROIs. Take IMAGINiT Technologies, for example, who achieved a ROI of 1683% with Comm100 Live Chat and Chatbot. 

Important features like advanced routing, broader language support and inhouse chatbots allow Comm100 to provide value that Zendesk simply doesn’t match. Find out for yourself and see how much you could save with Comm100 using our Live Chat ROI Calculator

Equally, try our Chatbot ROI Calculator to see how you can save money while scaling customer service operations using a Comm100 AI-powered chatbot – which leads us on to the next reason for switching from Zendesk… 

Comm100 offers every key channel in one platform, all in-house 

While Zendesk offers a basic chatbot, if you want a more intelligent chatbot built using AI, you’ll need to get it from a third party. Comm100 provides a better alternative, offering a range of chatbots that are all in-house, including: 

With Comm100’s chatbots built in-house, Comm100 customers don’t need to look elsewhere for their automation needs. Choosing a Zendesk alternative that can meet all your support needs provides more flexibility to easily introduce channels and features as you need them. Sourcing all this from a single vendor also makes your life easier and your costs cheaper. 

Comm100 allows cloud and on-premise deployment 

Comm100 has become a trusted support provider for organizations across all industries thanks to its uncompromising security and privacy standards. As well as complying with all the major security and privacy certifications, Comm100 also offers cloud and on-premise deployment – which Zendesk doesn’t provide. 

Zendesk’s cloud-only offerings can be very restrictive for a lot of companies. In industries that need an on-premise deployment for security reasons, finding a Zendesk alternative has always been a necessity. Unlike Zendesk, Comm100 offers both cloud and on-premise deployment, even for chatbot solutions. 

Comm100 offers more personalization options 

Another reason that companies are switching from Zendesk to Comm100 is for greater personalization and accessibility. Because we know that it’s important to keep your branding consistent, Comm100 offers full control from color to font. You can even use your own code to customize the chat window. 

Zendesk doesn’t offer this level of personalization. This means no logo on the dashboard and no ability to change font sizes, making it difficult for companies to retain consistent branding on their website. 

More reasons why organizations are choosing Comm100 

We’ve seen that Comm100 offers an excellent Zendesk alternative for companies looking to make a switch. With so many ways that Comm100 and Zendesk differ, it’s worth looking at how Comm100 stands apart from other competition too. 

  1. Fully omnichannel – Comm100 supports all the channels you need, from live chat on your website to SMS, email, or social channels like Twitter, Facebook, Instagram, WhatsApp, WeChat, LINE, and more. This also includes integration with CRMs like Salesforce to improve your internal records as much as your customer interactions.
  2. Great security – Comm100 has customers around the world and adheres to the highest security standards for global and regional compliances. This includes compliance with industry standards like SOC 2 Type II, ISO 270001, PCI DSS, PIPEDA, HIPAA, and more. For customers with global reach, meeting these universal standards is important to winning new business and staying competitive.
  3. Intelligent AI and automation – Chatbots are increasingly important to customer service teams thanks to their wide acceptance by customers. 70% of customers are now using or interested in using chatbots for simple customer service. With Comm100’s AI-powered chatbots, organizations can do more to automate customer interactions beyond just answering questions. NLP also means that chats with a Comm100 AI chatbot can be more conversational and accurate.
  4. Great reviews from industry leaders – Big companies have great things to say about Comm100, including: 

Thompson Rivers University:

“I don’t have a computer science or programming background so finding a chatbot that was simple to build and code-free was crucial – and Comm100 Chatbot delivered on this. With a little learning and guidance from Comm100’s bot architect team, I built our bot from scratch with no technical knowledge. I think anyone who has a social media account can build a Comm100 Chatbot.”

– Lachlan Todd, Communications & Systems Coordinator 

Dawson College:

“The support we received from Comm100 was exceptional. We knew that our use case was not typical, but the team was extremely helpful and accommodating to our unique needs. They always answered our questions quickly. It really is a pleasure to work with a Canadian company and moreover, a company that always finds a way to accomplish what the customer wants to achieve.”

– Derek Gaucher, Coordinator of IT Solutions at Dawson College 

Canadian Blood Services:

“Our experience setting up Comm100 Live Chat was fantastic, and it was no different implementing our chatbot. The team at Comm100 have been great since the beginning – they respond incredibly quickly to us when we have any questions and have given us a lot of guidance on setting up our chatbot for success. Of vendors we’ve worked with, their support really is up there at the top.”

– Denny Michaud, Customer Relations Manager   

Wrap Up 

Not all customer service platforms are created equal. Choosing Comm100 as your Zendesk alternative is an opportunity to reduce costs, gain features, and improve customer support. To learn more about the benefits of switching from Zendesk to Comm100, book a personalized demo of Comm100’s platform today. 

About Kate Rogerson

Kate is the Content Marketing Manager at Comm100. She has extensive experience in content creation for technology companies across the world, including the UK, Australia and Canada. She specializes in B2B messaging, branding and soccer trivia.