Zendesk vs Freshdesk: Which is the best software for your business? Delivering a great customer experience is hard, especially when you don’t have the right tools.
Be honest… Is it easy for customers to resolve issues or does it take a lot of time and effort? Can customers contact your support team on the channel of their choice? Do your agents have to switch between many different screens to find the information they need?
If any of these situations sound familiar to you, don't worry. In this article you will find out:
Zendesk vs Freshdesk: What does each offer?
Zendesk vs Freshdesk: Comparison Chart
What are the prices for Zendesk and Freshdesk?
Zendesk vs Freshdesk: What does each offer?
Built to democratize customer service software and make it easy to experience, buy, and use, Zendesk was built on an open, flexible platform that's quick to set up and fully customizable.
With the Zendesk tool you can:
Bring together multiple service channels in one place;
Provide faster responses to customers;
Track interactions indian contact number and set support priorities;
Get information about past events and conversations;
Let customers find help on their own in personalized help centers;
Generate analysis and reports automatically;
Integrate social media messaging apps, such as WhatsApp and Facebook Messenger.
Freshdesk, in turn, is suitable for businesses that are happy with the basics and are willing to spend more money if their business grows unexpectedly.
For example, on a basic plan, Freshdesk offers an email and social media ticketing tool . But if you want to automate repetitive tasks and track the time spent on each process, you'll need to purchase a more expensive plan.
Zendesk vs Freshdesk: Comparison Chart
ZENDESK FRESHDESK
OMNICHANNEL Unified Channels . Report on everything in one platform. Separate channels. Each Freshdesk channel has its own unique reporting tool, so you often need to export and combine data manually.
CUSTOM METRICS Yes . Define custom metrics unique to your business. Impossible. You cannot create custom metrics with Freshdesk.
DATA VISUALIZATION Custom . Layer multiple data sets and visualize them any way you like to gather insights quickly.
Check out our first response time heatmap . Manual . Limited ways to layer data sets force users to waste time exporting to Excel or a BI tool for further analysis.
HELP CENTER CONTENT TIPS Automated . Zendesk saves your admins and agents time by automatically identifying articles to archive, update, and create. Manual . The only way to identify ways to improve your Freshdesk help center is one by one, manually.
HELP CENTER HIERARCHY Flexible . Zendesk offers up to 6 levels, giving businesses extensive customization options to create relevant and useful self-service content for customers. Rigid . Freshdesk lacks flexibility – they only have three levels of content, which limits your ability to optimize the help center experience for your customers.
KNOWLEDGE CAPTURE Efficient . Zendesk allows agents to link articles and create them while serving customers. This means more articles and less work for agents facing the same issue in the future. You can also generate usage reports to ensure agents are getting the most out of the content they create. Limited . Freshdesk only allows agents to link articles. They can't create articles while serving customers, and that leads to lower efficiency. You also don't get to generate usage reports.
How to choose between Zendesk and Freshdesk?
Zendesk is ideal for businesses looking for a complete solution that can integrate with hundreds of tools and applications.
By unifying your agents’ workspace into a single platform, Zendesk saves you time and money, while increasing customer service productivity and efficiency.
Here’s what Veronica Howes, Director of Customer Success at Thinkific , has to say about Zendesk’s tool:
“The first day we started using Zendesk, our fastest agent, who typically resolves twice as many tickets as everyone else, immediately said she was even faster now. Zendesk’s workflows and user interface are designed for efficiency.” – Veronica Howes, Director of Customer Success at Thinkific.