The reputation and success of a business hang on its customer service. Two leading cloud-based customer service and support systems are Zendesk and Freshdesk.
Zendesk and Freshdesk are reputable solutions that provide customer support and helpdesk software solutions for businesses to manage and streamline their customer support processes. Their choice often depends on the business’s needs, preferences, and budget considerations.
This article uncovers Freshdesk’s and Zendesk’s key attributes, features, pricing, and customer support capabilities.
Customer Service Industry
The evolving customer service industry is driving the global customer experience management market from $11.34 billion in 2022 to an anticipated $32.53 billion by 2029.
Two prominent customer service platforms, Freshdesk vs Zendesk, offer extensive features for efficient customer service management, so how would a business choose one over the other? It would take a good comparison of each solution, so let’s start with Zendesk and Freshdesk features.
Freshdesk vs Zendesk: Features
To compare features you need to know that each provider focuses on a slightly different solution. Zendesk’s cloud-based customer service platform offers tools to help businesses manage customer interactions across various channels, including email, chat, phone, social media, and more.
Freshdesk on the other hand is cloud-based software with a focus on delivering customer support solutions.
Zendesk Helpdesk
Let’s start with Zendesk. It is a comprehensive help desk tool with extensive ticketing features, although its dashboard may appear complex or unintuitive to new users until they get the hang of it.
Customer inquiries from various communication channels, such as phone, chat, email, and social media, are centralized and priortized into manageable and collaborative tickets.
For larger teams, Zendesk offers a range of features to enhance teamwork. For example customer service teams benefit from real-time insights which assist in issue resolution, facilitated by an intuitive issue tracking system. This includes access to the activity log and agent details.
Zendesk’s reporting functionality stands out, providing in-depth insights into ticket resolution speed and the journey of a ticket from creation to closure.
Freshdesk Helpdesk
Freshdesk’s core functionality lies in its effective ticketing system. This system manages customer inquiries, such as emails, chats, and calls, by converting them into tickets that can be organized, prioritized, and assigned.
Furthermore, Freshdesk facilitates integration with X and Facebook pages for streamlined handling of customer requests.
Automation is a notable feature in Freshdesk, simplifying routine tasks within the help desk, such as priority settings and ticket follow-ups.
The user interface and design can vary between the two platforms, and some users may have preferences based on their individual needs and experiences.
Zendesk Live Chat
Zendesk’s live chat widget is functional, offering features like shortcuts for saved responses, automated triggers, and live chat analytics. However, it should be noted that customization options are limited, and the widget’s design may appear outdated.
Freshdesk Live Chat
It’s essential to understand that Freshdesk is part of the Freshworks family. For live chat functionality, users need to buy Freshchat, a separate tool, or consider the comprehensive all-in-one plan. Freshchat’s pricing varies depending on the chosen plan.
Zendesk Knowledge Base
Zendesk’s Guide tool is feature-rich, allowing the creation and categorization of articles. This makes it a valuable resource for customers seeking answers to their questions.
Additionally, Zendesk offers the Answer Bot, which intelligently suggests relevant articles to customers, reducing the workload for support agents. It is worth mentioning that the Answer Bot supports multiple languages, enhancing its accessibility.
Freshdesk Knowledge Base
Freshdesk’s knowledge management software includes a user-friendly help center. It supports multiple languages, allowing for article translations as needed.
One notable feature of Freshdesk’s self-service tool is its integration of search engine optimization features, assisting in content optimization for search engines like Google.
Freshdesk vs Zendesk: Unveiling the True Value of Paid Plans
When evaluating the cost of support solutions, a lower sticker price isn’t always a clear indicator of better value. Let’s delve into the paid plans of
Zendesk and Freshdesk to understand the total cost of ownership better:
Zendesk may have higher upfront costs, but this is where the real value begins for businesses with a lower total cost of ownership in the short and long term.
Zendesk takes customer success seriously by providing hands-on onboarding and training support.
Freshdesk has an enticing free plan and lower monthly subscription costs, likely attracting smaller enterprises and startups.
Response Times
One aspect that stands out with Zendesk is its customer support. It’s noteworthy for its responsiveness and efficiency. Queries directed to their live chat are met with nearly instantaneous and concise responses.
In contrast, Freshdesk indicates the expected response time when you leave a message in their live chat. However, the actual response time can vary. In one instance, it stated a response within 15 minutes, but in practice, it took approximately 3 hours to receive a reply.
This is just one experience; however, you can research how each provider responds to their customers using Google Reviews.
To Conclude
Zendesk is ideal for corporations with substantial support departments that require advanced ticketing and extensive integrations.
Freshdesk, on the other hand, is an option for SMBs seeking an effective customer service solution. Consider these factors carefully to select the platform that best aligns with your organization’s unique requirements.
