When different people come together, develop shared context, and work towards clear objectives, awesome stuff can happen. Still, let’s face it, the customers are running the business world right now. They choose the vendor by its service quality, browse the social media for feedbacks and reviews, and all for the sake of their time and nerves. So, help desk software got a vital part of a company ecosystem.
Coming up to the Choice
The question is how to select the right tool to manage customer feedbacks? A couple of solutions have made a choice easy. The minds divide between Desk.com vs Zendesk and Zendesk vs Freshdesk. When your product gets noticed and starts hitting the success ladder, your team craves for a solution to handle the growing pile of feedback, bug reports, and other requests. Don’t forget about the social presence (on Twitter, Facebook, etc.,) staying in touch and listening what stories are told about your brand by the existing and soon-to-be customers.
Save your team from overwhelming messages and comply with customer expectations with dedicated help desk solutions. They will route all the incoming messages into one place what facilitates collaboration if there is more than one person who works with these messages.
The mentioned above help desks provide you with the numerous outstanding features, toolsets, integrations, etc. Obviously, each of them has similar capabilities and options, but at the same time, there are nuances that differentiate Desk.com vs Zendesk, Freshdesk vs Desk.com, and Zendesk vs Freshdesk and make special and useful in their own way.
Before getting down to the specifications of the help desk app, here a brief general overview of Zendesk, Freshdesk, and Desk.com. Due to various plans and opportunities they offer, these help desk solutions may fulfill the requirements of freelancers, SMBs, and enterprises.
Being founded in 2007, Zendesk may be considered as a help desk that helps to manage customer’s request for a very long time. Due to the durable presence in the market, this solution robust and does a lot of things right – it has already seen what works and what don’t. Thus, Zendesk has either strong and weak points. For instance, the support agent workflow works as a clock, but the social support (via Twitter and Facebook) feels like has a secondary place. Nevertheless, Zendesk is a useful solution chosen by many companies.
Pricing is subscription based and starts from $5/month. Also, a free trial is available.
Freshdesk started its way in customer support market in 2011 and kept growing steadily since then. The peculiarity of this solution lies in the addressing various concerns that bothered users in the other help desk apps from the get-go. The social support in this solution works naturally as it is backed into the foundation. Besides, your support team will be grateful for the playful, yet efficient user interface.
Pricing is subscription based, and you may start with free. Freshdesk offer a freemium account, as well as a free trial, is available.
Quite often you can find the comparison Desk.com vs Zendesk. This happens due to the accessibility and functionality of UI in both solutions. Desk.com comes as another top help desk than includes effective features. Thus, it was named “Assistly” before being bought by Salesforce. Currently, this help desk integrates well with Salesforce. Plus, social support can be applied from the very beginning, and there is no difficulty in usage. It is worth to mention than monitoring your social accounts (Facebook, Twitter, etc.) is a piece of cake.
Pricing is subscription based and starts from $20/month. Also, a free trial is available.
Common Feature Overview
Either you compare Zendesk vs Freshdesk or Desk.com vs Zendesk, each of these help desk solutions has a vast deal of options; they also share a number of features. So, you will get with all three:
These solutions are available in the web version and mobile apps for Android and iOS, neither of them supports Windows phone.
Your customers use different ways to get in touch with your team, and these help desks support email, Twitter, Facebook, and community forums. The managing of the responses is enhanced due to the combined queue of messages.
Views, queries, and filters
Bringing all the requests into a single queue will deliver you only a lot of mess. Thanks to the help desk functionality called views (or queries, or filters), you can slice and dice the workload into separate lists. To create such a view is quite straightforward: select a set of criteria, name the list, and sort out customer requests.
The days of manual tickets or requests categorizing are far away. With these cutting-edge help desk solutions, your team will apply business rules to modify incoming messages by setting priority, automated assign to an employee or department, adding tags and the like.
Definitely, you have a set of snippets or instructions for the customers that the support team describes regularly. Desk.com vs Zendesk vs Freshdesk enable the option of canned responses (a library with reusable snippets) that speeds up writing the responses.
Reports and statistics
The overviewed help desk apps enable customer activity reporting, performance reports, as well as customizable reports and templates.
The connection of all business apps is rather an efficiency requirement than a common thing. All three candidates provide the ability to integrate with other services (e-commerce platforms, bug tracking, CRMs, CMSs, marketing automation systems, Google analytics, task management solutions, and more.) In general, these help desk apps support a large number of integration opportunities, yet Zendesk prevails over Desk.com and Freshdesk.
How differs Zendesk vs Freshdesk
Without further ado, let’s enumerate the features Zendesk provides its customers.
– Collaborative workspace helps to boost productivity and quality of problem-solving.
– Content filtering facilitates the search for specific information.
– Multi channel management and filtered views work for faster responding and tickets prioritization.
Still, here is a short list of opportunities that Freshdesk offers and Zendesk not.
– Activity logging, assignment management, and automatic lead distribution what help to monitor and manage in-house performance.
– Categorizing, customer complains tracking and customer support tracking – the additional opportunities for delivering outstanding service.
Contrasting Desk.com vs Zendesk
On the whole, both helpdesk solutions share common features, but Zendesk supplies more options to its clients in terms of
– archiving and retention tickets, emails, etc.
– custom forms and customizable fields
– data import and export
– email notification and tracking
– event triggered actions
– multi channel communication
– real-time monitoring and updates
– role management
– SLA management
– time tracking by client and by project
Boarding it all up, the selection of the solution should be based on your business requirement and targets. Besides, take into account the needs of your support managers team – these people are going to work with the choice you made every day. Desk.com vs Zendesk vs Freshdesk – each has strong and weak sides, yet remember that more functions don’t mean and don’t bring more success.