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Forget Desk.com, Try Zendesk: Improve Your Customer Service

If you are intimidated with the upcoming Desk.com retirement, don’t be. The market of help desk platform is ever-evolving, so there are many alternatives worth the migration. One of them is a good old Zendesk that has cemented its reputation by word of mouth and by the tools for customer service teams.

Desk.com vs Zendesk: Set the Right Path

Every business has unique targets and goals, strategy and loyalty program, and the budget to spend. So, the scenario of the ideal help desk software from the company and customer point of view varies.

  • The customers appreciate the ability to get in touch via multiple channels (social media, email, live chat, or phone. But there many who prefers searching the answers within the self-service or community forum.
  • For the company, the self-service is more valuable - they can cut down to resources. At the same time, some may find the multichannel support as a rough start for the support agents and require extra training.

All-in-one help desk platform sounds like “Wow! That’s awesome!” But in most cases, the extended functionally is rarely used to its full scale, while the price is paid. Desk.com provides the universal inbox of mail, social media, live chat, phone support, community discussions. Zendesk also offers a unified place for tickets and customer data but takes a bit different approach. The vendor delivers a family of products: Support, Guide, Chat, Talk, Connect (an email campaigns tool) and Explore (an analytics and reporting tool).

You may think: “Guys, that this is a questionable value.” Although, on the flip side, a company may need only ticketing software and live chat, or knowledge base and live chat. The list of combinations can be long. Either the live chat, phone support or any other tool can be integrated via Zendesk API. Usually, being a separate solution, the software is more polished and bug-free.

Plan to Plan “Stuffing” Comparison

It isn’t easy to figure out what to focus on while choosing a help desk solution. When we compare the feature sets of Desk.com vs Zendesk or any other software, the functionality can sound impressive, as well as the price it comes with. So, it makes sense to oppose the plans to see what you actually can get if you migrate to Zendesk.

Before to kick things off, we need to define a legend ensuring a shared understanding of comparison parameters:

1. We parallel only the help desk plans of Zendesk.
2. The tier prices are for an annual subscription per agent per month.
3. Both platforms offer a free trial, don’t have a freemium plan, and don’t ask for a credit card. These aspects won’t be accentuated further.

Standard vs Essential and Team

The Standard plan of Desk.com that costs $20 has the following toolset: multichannel and self-service support, team performance and agent productivity reporting, knowledge base, automation and workflows, and integrations.

Zendesk offers two plans that have the features of Desk.com Standard: Essential for $5 and Team for $19. What is the benefit of two instead of one? Essential is suitable for freelancers and small teams, while Team meets the needs of small companies. What is inside?

  • Essential provides email and social channels, predefined responses (Marcos), business rules, web widget and mobile SDK, interaction history (displays the context of all previous and current interactions of a customer), essential card (shows information about a customer). Also, you can request and purchase any additional feature or features to your main plan.
  • Team price tier includes all the Essential toolbox and custom business rules (triggers and automations), performance dashboard, custom and group (ticket) views, custom user and organization fields, and integration with other apps. (The choice in the Zendesk Marketplace is ever-extending.) You can get the email support from the Zendesk team.

Note: all Zendesk Support plans include Lite versions of Chat and Guide which are free of charge.

Also, you can request a Talk Lite plan (which is free) as the add-on to any Support price tier. Within the Lite version you have a one phone number, an automated ticket creation, call recording and voice mail transcription, pre-recorded and customized greetings, click-to-call from the ticket, call history reports.

Pro vs Professional

The second price tier of Desk.com is Pro for $60. It enables the Standard features strengthened with advanced reporting, multibrand and multilanguage support options, open CTI (telephony), connection to Salesforce, native CSAT, and layouts customization.

Zendesk response is the Professional plan for $49. Here you already have the functionality of Team plan. Plus, it offers dynamic content (multilanguage placeholders correspond to an end-user language), SLA management, CSAT rating and follow-up surveys, custom dashboards, advanced analytics (with Explore tool), and private and custom apps integration. If you need help, you can turn to the Zendesk team via email or phone.

NPS surveys, multiple ticket forms, light agents and customer lists are available as add-ons - each for a separate fee. The drawback of Zendesk plan is the lack of branding option and page layout customization.

Business vs Enterprise

The most expensive Desk.com plan is Business for $100. Apart from the features from the Pro plan, enables the custom dashboards, custom agent roles and permissions, advanced integrations and workflow, unlimited multibrand support and page layouts, Customer Health Monitor and a single sign-on for agents and admins.

Zendesk Enterprise for $99 corresponds to the Business plan. The package of features includes Professional features with added custom agent roles and objects, skill-based ticket routing, multibrand support, multiple ticket forms, Launch Guidance Program (for 60 days) and Satisfaction Prediction.

For the large enterprises, Zendesk has an Elite price tier for $199. It extends the Enterprise plan with the unlimited light agents, 99.9% uptime SLA, advanced encryption and security, and data center location.

The Recap

The review of the price tiers and functionality solves the Desk.com vs Zendesk dilemma. The toolsets provided by Zendesk are more extended and can fulfill the needs of freelancers or small teams, big companies and large enterprises. Within the short time frame, you would have to leave Desk.com, and Zendesk Support is a valuable alternative among a large number of help desk platforms.

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