EngageBay Helpdesk System vs CommBox Comparison

82% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

EngageBay Helpdesk System

Help Desk Software

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90% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more

CommBox

Help Desk Software

4.8 50 user ratings

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Overview

Description	EngageBay Helpdesk System prioritizes and solves customer support tickets in minutes using a simple help desk software. It answers as many tickets from one interface with no limitations on tickets at all. The system helps to track every customer interaction in one place so that support agents are empowered to give great customer experience. The custom ticket view feature helps agents deliver the best customer support by helping users organize tickets by grouping them into lists that are based on different criteria. Users can create a view for solved tickets, new tickets, and pending tickets. Views help them determine which tickets need attention so that users can plan accordingly. It allows users to view all open, pending, and unresolved tickets easily and get a complete understanding of the support processes and numbers through the powerful tracking system. If users aren’t satisfied with the predefined views, then it lets users create new views based on conditions like type, status, updates or last created. Read more	CommBox is a comprehensive customer support and messaging platform that provides businesses with an AI-powered omnichannel solution to communicate with their customers. The platform allows businesses to use channels like WhatsApp, social media, video, voice, SMS and more, as per their requirements from one smart inbox. Users can add all-new customer communication channels besides simultaneously monitoring all of their brand assets and online conversations through a unified view. The platform offers an ultimate inbox and outbox for teams to keep all conversations in one place, besides making SLA compliance, tagging, assignments and routing easy. CommBox is an authentic omnichannel platform that is loaded with futuristic AI capabilities and updated automation features. With this platform, users can shorten and automate a large part of their business process naturally. It also comes with a customer service management facility that consists of an analytics and reporting system. The software allows businesses to monitor every aspect of their communications, optimize their entire workforce and facilitates better decisions. Read more
Pricing Options	Free Trial Not Available Offers Free-forever plan.	Free Trial Not Available Offers Custom plan.
SW Score & Breakdown	82% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more 97% Reviews 60% Momentum 63% Popularity 63%	90% SW Score The SW Score ranks the products within a particular category on a variety of parameters, to provide a definite ranking system. Read more Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more 98% Reviews 75% Momentum 63% Popularity 85%
SaaSworthy Awards	Not Available	# 14 Most Popular # 14 Fastest Growing

Features

Total Features	16 Features	17 Features
Common Features for All	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 12 More - Show Less	Alerts (Escalation) Helps to route critical tickets to the boss or in-house experts and alerting against them when such come Automated Routing It helps in automatically directing queries and data to the appropriate agent. Contract (SLA Management) Helps to manage, automating and organizing important aspects concerning a service-level agreement Customizable Branding This feature enables the customization of brand marketing to meet specific requirements and preferences. Document Storage Helps in storing the documents electronically and in a systematic way Incident Management Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future Knowledge Base Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs. Known Issue Management Helps to tackle and to manage familiar issues or routine challenges Live Chat Allows you to instantly communicate with your customers and/or exchange chat messages online Macros (Templated Responses) It helps to store, create, and send pre-written responses to maintain the flow of the conversation. Multi-Channel Communication Helps in receiving queries and offering help through multiple channels Self Service Portal Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions Social Media Integration Enables integrating the software with social media for better reach and coverage Surveys & Feedback Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback Ticket Management Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved + 12 More - Show Less
Unique Features	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Multi-language Support Available in multiple languages to support global customers	AI Assistant AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more. Multi-language Support Available in multiple languages to support global customers

Technical Details

Organization Types Supported	Large Enterprises Medium Business Small Business	Large Enterprises Medium Business Small Business
Platforms Supported	SaaS/Web/Cloud	SaaS/Web/Cloud
Modes of Support	24/7 (Live rep) Business Hours	24/7 (Live rep) Business Hours
API Support	Available	Available

Reviews & Ratings

User Rating	Not Available	4.8/5 50 user ratings
Rating Distribution	Not Available	Excellent 90% Very Good 6% Average 2% Poor 0% Terrible 2%
User Sentiments	Not Available	Excellent Customer Support, Efficient Omnichannel Communication, Effective Automation Capabilities, User Friendly Interface Limited Reporting Functionality, Occasional Software Bugs, Slow Feature Development , Incomplete Platform Features
Review Summary	Not Available	CommBox, a popular SaaS solution, receives mixed reviews from its user base. Common themes that emerge include its ease of use, with many users praising its intuitive interface and user-friendly features. However, concerns are raised regarding its reliability, with some users reporting frequent outages and technical difficulties. Opinions differ on the quality of customer support, with some users commending the responsiveness and helpfulness of the team, while others express dissatisfaction with the slow response times and lack of resolution. Overall, CommBox seems to have a user-friendly design but may need improvements in reliability and customer support to enhance user satisfaction.
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Pricing

Pricing Options	Free Trial Not Available Offers Free-forever plan.	Free Trial Not Available Offers Custom plan.
Pricing Plans Monthly Plans Annual Plans	EngageBay HelpDesk System Free	CommBox Custom
	View Detailed Pricing	View Detailed Pricing

Alternatives

	HelpDesk 4.5 81 ratings EngageBay Helpdesk System Vs HelpDesk ReadyDesk 4.2 10 ratings EngageBay Helpdesk System Vs ReadyDesk BoldDesk 4.7 43 ratings EngageBay Helpdesk System Vs BoldDesk Sitehelpdesk 4 1 ratings EngageBay Helpdesk System Vs Sitehelpdesk osTicket 4.6 58 ratings EngageBay Helpdesk System Vs osTicket	eDesk 4.1 19 ratings LabiDesk 4.6 24 ratings CommBox Vs LabiDesk LiveAgent 4.7 1,922 ratings CommBox Vs LiveAgent Tiledesk 4.8 13 ratings HelpDesk 4.5 81 ratings CommBox Vs HelpDesk
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