In today’s world, which is characterized by so much competition in business, the right approach to handling customers is essential because this will lead to loyalty. Though helpdesk ticketing systems may still not be as popular as social platforms for raising customer issues, it has slowly become one of those tools that managers and companies, big or small, can only afford to do with managing customer complaints tickets. At the same time, it ensures a speedy response to customer complaints. However, two big players in helpdesk ticketing systems stand out: Freshdesk and Zendesk. Both of these companies are known for the swift automation of processes related to handling customer interactions. Let’s understand freshdesk vs zendesk and see how these tools work.
What are Helpdesk Ticketing Systems?
A helpdesk ticketing system is an application software used to manage tickets created to describe a customer’s issue or request for support as a service request. Every time a customer asks for help, a ticket is generated, and all details about the complaint, the customer, and any previous correspondences are included in the ticket.
The ticket is then escalated to another support staff member who is supposed to handle the case and solve the problem. The agent can add notes concerning the troubleshooting action taken, the solutions given, and the resolution reached at the ticket. This explains how all customer issues are recorded and appropriate action taken to attend to their needs.
Freshdesk: A User-Friendly Option
It is a customer-friendly helpdesk ticketing system. Users appreciate how intuitive the software is and how it is relatively easy to set up. Freshdesk is set to present an impressive set of functions, which integrate ticketing system, knowledge base, and live chat. For instance, Freshdesk allows users to set up each helpdesk according to their requirements and comfort.
Another benefit of Freshdesk that is worth pointing out is that the tool is quite affordable for businesses. It has affordable plans for business, thus suitable for start-ups and small business. Furthermore, Freshdesk has an outstanding customer service policy; they have a customer support team that will always be willing to help if you encounter any problem or have any question to ask.
Zendesk: The Industry Leader
On the other hand, Zendesk is often dubbed as market leaders of the helpdesk ticketing systems. Some of the largest corporations, utilizing this type of software are Airbnb, Uber, and Shopify. Some of the additional functionalities which cloud-based help desk software, Zendesk, provides include;
- Artificial intelligent chatbot
- Real-time analytics
- Compatibility with other business applications
Freshdesk has some limitations that could be solved with Zendesk. Although the latter is somewhat more expensive than the former, many businesses choose Zendesk because of its functionality and the possibility to expand it. A very significant asset that Zendesk offers is great customer support and a rich customer base, both of which engender the notion of high business reliability in the eyes of customers.
Freshdesk vs Zendesk: The Verdict
Focusing on market offers Freshdesk and Zendesk it is possible to mention that Zendesk solution is way better when it comes to additional options and the ability to develop. Still, Freshdesk is more convenient and it has cheaper tariff plans, so it is suitable for small companies and startups based on.
However, if you wish to find a zendesk alternative, there are hundreds of other helpdesk ticketing systems available for selection. Some of these are Zoho Desk, Help Scout, and Intercom among others. All these choices have their own characteristics and pricing for services, so it is better to study all the options carefully.
In short, the direct comparison of Freshdesk and Zendesk is quite reasonable. However, it is necessary to emphasize that there is no toolkit that is ideal for everyone in the field of helpdesk ticketing systems. When choosing between the two, there is the need to compare the requirements of the enterprise and the cost of the software to determine one that will be most appropriate for your business needs.
Is Zendesk is the perfect fit for your business?
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Of course, based on the observations made, it is possible to claim that Zendesk can be considered one of the most appropriate solutions for businesses that need to apply a significant number of advanced tools and flexibility. Nevertheless, Freshdesk offers features that are more flexible and accessible to use, is less costly as compared to other options, and hence will better fit to small businesses and startups.
Finally, the tools and resources provided by Freshdesk will be compared with the tools and resources provided by Zendesk, which is helpful for raising awareness of the advantages and disadvantages and selecting an appropriate tool that can meet all the needs of the company and allow you to achieve the goal.
For instance, imagine you are among those who still have membership cards hanging and wondering whether to go for Zendesk, Freshdesk or any assistance with helpdesk ticketing platform. Hence, the best thing that you should do is to ensure that you have properly analyzed the following options like
- Ease of Use
- Automation
- Integration
- Reporting
Customer support is very important to any business, and it is important to ensure that the clients of such businesses get good service.
Final Note
Therefore, helpdesk ticketing systems play a crucial role in modern customer support operations.
In this scenario, if we consider the pros and cons of both Freshdesk and Zendesk, then the decision completely lies in the needs and goal of your bussiness. Whether Zendesk, Freshdesk, or any other helpdesk ticketing system, one must invest in a robust customer support solution to help provide top-of-the-line service to clients.
