In the world of customer success, how you respond is just as important as what you say. Whether you’re sharing product walkthroughs, collecting feedback, or documenting recurring issues, the right tools can make or break your ability to support customers efficiently, especially when working asynchronously.
Two platforms in this space, Zight and Snapcall, offer different approaches to modern support. While Snapcall focuses on quick video replies and usage-based pricing, Zight goes deeper, offering a full async communication toolkit with built-in AI, request video with data log collection, and more.
If you’re evaluating the best option for your CS team, here’s a breakdown of how the two platforms compare.
Snapcall at a Glance
Snapcall is built specifically for customer support and success teams, offering a way to quickly respond to tickets with video answers, no meetings or back-and-forth. It’s designed to keep things simple: record a quick response, send it, and move on.
Snapcall also uses a usage-based pricing model that requires users to click on ‘Request a Quote’ where they are then directed to a chatbot, which may appeal to teams that want flexibility or are just getting started with async support.
But when it comes to scaling, customization, and turning video into true customer-facing documentation, Zight delivers more.
Go Beyond Replies: AI-Powered Smart Actions in Zight
Snapcall focuses on the reply. Zight focuses on what happens next.
With Zight’s Smart Actions, your videos don’t just communicate, they work for you. After recording, Zight AI can automatically generate:
- Meeting notes
- Step-by-step guides
- SOPs
- Bug reports
- FAQs
All available in over 50 languages.
For CS teams that need to follow up with clear, professional resources or share documentation across teams, this built-in automation is a huge time-saver.
- No copy-pasting
- No rewriting summaries
- Just record and share
Turn Customers Into Contributors with Request Video
While Snapcall enables agents to send videos to customers, Zight supports two-way asynchronous communication. With Request Video, you can send a secure link to a customer or teammate and receive a video back – no login or install required.
Use cases:
- Ask customers to record a bug or issue
- Collect testimonials or product feedback
- Get visual updates from internal teams
It’s a simple way to capture visual context without Zoom calls or scheduling headaches.
“Request Video makes it so much easier than trying to explain issues by email or phone. I get a clear view of what’s happening, no downloads needed. Zight’s AI also saves me tons of time by automatically generating chapters and step-by-step guides.”
— Edward Wikstrom, Director of Technology, St. Dominic High School
Share Smarter, Not Just Faster
Zight gives you more control over how your videos are shared and who can see them.
- Custom branding & domains for a polished, professional experience
- Password-protected links for privacy and security
- Embeddable recordings for help centers, onboarding docs, and internal wikis
- Viewer analytics to track engagement and views
Snapcall offers simple video replies, but Zight turns every video into a reusable asset that supports your customer success strategy long after the ticket is closed.
Async at Scale: Team Controls & Admin Tools
Zight was built with team use in mind. Admins can manage user permissions, organize libraries, and maintain brand consistency across shared content. This is especially valuable for scaling CS teams who need:
- Shared folders or collections for documentation
- Consistent viewer experiences across teammates
- Insight into who’s using what and how often
Snapcall is ideal for lightweight usage, but Zight supports long-term growth and structure across your customer success org.
Integrations That Power Real Support Workflows
For customer success and support teams, integrations aren’t a nice-to-have; they’re essential. Being able to connect your video content directly to the platforms where work is happening saves time, reduces friction, and ensures that nothing slips through the cracks.
Snapcall doesn’t publicly list any native integrations, and its security certifications are unclear, which may limit how deeply it can be embedded into your support workflows.
Zight, on the other hand, integrates directly with the tools support and success teams already rely on:
Zendesk
Zight’s native Zendesk integration is a game changer for async support. With Request Video, agents can send a secure link directly from a Zendesk ticket and receive a screen recording from the customer—no login, no download, just clarity. You can also attach Zight videos to tickets or even use Smart Actions to turn a recording into a bug report or step-by-step guide, then drop it into a customer response—all without switching tools.
Slack
Share recordings with internal teams or escalate issues faster by posting directly to Slack channels. Great for surfacing customer feedback or support escalations.
Jira + Confluence
Push video-based bug reports into Jira and embed Smart Actions generated guides into your Confluence knowledge base. It’s all about turning support content into usable, organized knowledge.
And we’re not stopping there; more support-focused integrations are on the way based on customer feedback. If you rely on tools like Intercom, Help Scout, or others, Zight is building toward a more connected experience.
Built-in Security
Zight is SOC 2 Type 2 compliant, so support and success teams can confidently share content internally and externally, without worrying about privacy or compliance.
Which Tool Is Right for You?
If you’re looking for a lightweight, usage-based way to send video replies, Snapcall may be a good fit, especially for lean CS teams responding to tickets.
But if you’re ready to:
- Scale async communication across teams
- Save time with built-in AI
- Turn your videos into repeatable, structured resources
- And collect feedback as easily as you share it…
Zight is built for the modern CS workflow.
