The reputation and success of a business largely depend on its customer service. Two major cloud-based customer support systems are Zendesk and Freshdesk. Both are well-known for providing software solutions that help businesses manage and improve their customer support processes. The choice between them usually hinges on the business鈥檚 specific needs, preferences, and budget.
Customer Service Industry
The customer service industry is evolving rapidly, pushing the global customer experience management market from $11.34 billion in 2022 to an expected $32.53 billion by 2029. Freshdesk and Zendesk are two prominent platforms offering extensive features for managing customer service efficiently.
Freshdesk vs. Zendesk: Features
Zendesk provides a cloud-based customer service platform with tools to manage customer interactions across multiple channels, like email, chat, phone, and social media. Freshdesk also offers cloud-based software focused on customer support solutions.
Zendesk Helpdesk
Zendesk is a comprehensive help desk tool with extensive ticketing features. It centralizes customer inquiries from various channels into manageable tickets, making it easier for larger teams to collaborate.
Freshdesk Helpdesk
Freshdesk鈥檚 core strength is its effective ticketing system, which converts customer inquiries from emails, chats, and calls into tickets that can be organized, prioritized, and assigned. Other features include real-time insights, issue tracking system, and reporting functionality.
Zendesk Live Chat
Zendesk鈥檚 live chat widget includes features like shortcuts for saved responses, automated triggers, and live chat analytics.
Freshdesk Live Chat
For live chat functionality, users need to purchase Freshchat separately or opt for the all-in-one plan.
Zendesk Knowledge Base
Zendesk鈥檚 Guide tool allows for the creation and categorization of articles, making it a valuable resource for customers. The Answer Bot suggests relevant articles and supports multiple languages.
Freshdesk Knowledge Base
Freshdesk offers a user-friendly help center and supports multiple languages, allowing for article translations.
Freshdesk vs. Zendesk: Paid Plans Value
Zendesk might have higher upfront costs but offers a lower total cost of ownership in both the short and long term. Freshdesk has an attractive free plan and lower monthly subscription costs, which can appeal to smaller businesses and startups.
Response Times
Zendesk鈥檚 customer support is known for its responsiveness and efficiency, with live chat queries often receiving near-instant replies. Freshdesk, however, provides an estimated response time with actual times varying鈥攆or instance, a promised response in 15 minutes might occasionally take up to 3 hours.
Conclusion
Zendesk is ideal for larger corporations with extensive support needs, requiring advanced ticketing and numerous integrations. Freshdesk suits small to medium-sized businesses (SMBs) looking for an effective and straightforward customer service solution.
