As the industry’s first context-aware help desk software, Zoho Desk has helped thousands of businesses focus on the customer. While the platform has undoubtedly done great things for their customers, we know that not all businesses are made of the same cloth, and thus might have different needs that other customer support solutions might be better at giving to them.
It is for this reason that Finances Online has undertaken these multiple articles prepared by our experts to deal with such scenario. Would Zoho Desk be great for you? Let’s take a look at this customer support comparison and offer alternatives that might be more appealing for your particular line of business.
If you’re in business, you naturally want to keep your customers coming back and happy with your products and services. That entails innovation and a deep understanding of your user base. On the other hand, you cannot afford to drive away existing customers due to employees who don’t particularly do well interacting with them. The common path to addressing this issue is hiring well-mannered people. Modern business, however, requires another set of skills aside from this: knowledgeable people who can respond expertly to technical inquiries about the product.
In companies with diverse product and service portfolios, the sheer volume of data involved ensures that not only do companies have to invest in sharp people but also smart, capable customer support solutions able to assist helpdesk personnel with quick access to any information they might need, in real time.
The weight of this fact is borne by research which shows how even one customer satisfied with the company’s support people can gain another 9 more in the way of referrals. For companies with bad reputations, this should pave for taking a hard look at how it is hurting its business through poorly implemented customer support system.
The converse is more chilling: in America alone, 33% of Americans say they’ll consider switching companies after just a single instance of poor service. If you are the owner of a business or one of its top executives, there is no better time to assess how your company is measuring up in terms of providing a great customer experience to your customers.
Zoho Desk is a support desk platform that helps businesses deliver top quality customer support to their clients with tools that increase agent productivity and analytics and reports that enable managers to find key issues in agent performances so that they can improve their service as well make intelligent business decisions. It allows customers to find timely and relevant support without having to go too far.
If you want to know more about the features you can easily sign up for a Zoho Desk free trial here.
With Zoho Desk, companies provide their support teams with the best tools, multiple support channels, and task automation so that they can deliver quick and responsive support to their clients. This help desk platform gathers together employees from other departments and empower them to give their customers a very unified customer service experience.
As an on-demand, web-based help desk software, Zoho Desk allows your agents to engage with customers and deliver satisfaction in the fastest and easiest way. And because it’s all on the cloud, lesser the cost of installation and maintenance, you could concentrate on your business than on the software itself.
Among its million of clients are Sears, Aon Hewitt, Essilor, Intel and Daimler.
Heading our top 10 alternatives to Zoho Desk is Freshdesk, an award-winning cloud-hosted help desk solution with useful features and exceptional customer service. The software is designed to meet the demands of both small businesses and large companies. Its most significant features are: multichannel capability; integrated game mechanics to increase agent productivity; multiple SLA policies, smart automations; and self-service portals.
The solution includes such standard features as help desk ticketing, knowledge base, and community platform. Once set up, Freshdesk turns your support emails into tickets that you can track for rapid and accurate response. Furthermore, the solution gives you flexibility to link forum questions to a ticket and vice-versa, allowing you to create a more streamlined set of answers and replies.
Freshdesk has integrated Live Chat, Phone Support, and Game Mechanics. It also works with legacy productivity tools and your CRM when you need to pull out customer information. Likewise, it works with popular help desk and multimedia apps, such as Google Apps, YouTube, Slideshare and other widgets that can spice up your knowledge base.
Freshdesk has apps for Android and iOS so you can take your help desk anywhere you go. Moreover, an appealing test drive of all software features is available to you when you sign up for a Freshdesk free trial here.
Why choose Freshdesk over Zoho Desk:
Our experts have also prepared these Freshdesk alternatives you can check out if it doesn’t suit your preferences.
Coming in at our second spot is Salesforce Essentials. Released in 2017, this platform serves as an all-in-one hub for your sales, CRM, and customer support needs. It was created in order to help small teams face the demands of today’s customer support environment while selling faster and smarter. The software provides an easy-to-navigate and configurable interface equipped with 360-degree customer views, inquiry routing solutions, and multi-channel support It even offers intelligent self-service sites so you can give your customers a faster way to get hold of the information that they need.
In addition to its robust set of help desk features, Salesforce Essentials also has capabilities that let you perform sales pipeline tracking and customer relationship management. Meaning, you can effortlessly run your customer support efforts in line with your sales goals.
Another great thing about this software is that the vendor offers an affordable and straightforward pricing plan that covers all the tools you will need for your sales and help desk operations. To learn more about this product, you may sign up for a Salesforce Essentials free trial here.
Why choose Salesforce Essentials over Zoho Desk:
This platform offers great help desk functionalities, however, as mentioned previously, this is created for small teams. For larger companies, you might want to take a look at these Salesforce Essentials alternatives.
Wix Answers is a comprehensive all-in-one help desk software solution—for free. Its help desk, ticketing system, and call center, among others, are built right in the Wix system where it’s developed and used by Wix to support their users.
Since Wix Answers is a module of Wix, a robust overall website builder, setting it up is quick and easy. You can create your own help center that suits your branding, manage tickets from multiple support channels, provide help to customers from anywhere in your website, administer a built-in call center, facilitate all communication, and access actionable business insights for informed decision-making processes. It has advanced customization options and a streamlined interface which makes it a smart, efficient, and reliable system for any business.
You can use all the features for free for a period of time to see if the software matches your needs. Simply sign up for a Wix Answers free trial here.
Why choose Wix Answers over Zoho Desk:
For more options on your choice of helpdesk solution, you may look at these Wix Answers alternatives.
Service Hub is from HubSpot which, together with HubSpot CRM, Marketing and Sales, gives you a complete suite of tools to help you engage, guide and grow your customers. Service Hub comes with a comprehensive suite of features that lets you and your customer service teams provide the best customer experience.
Service Hub provides you a full front office solution. You now get one view of your customers across sales, marketing, and service. The unified platform means that your marketing team, sales team and service team can now have a single consolidated customer record from which they can extend optimum support.
Why choose HubSpot Service Hub over Zoho Desk:
You could still review your options by browsing through this resource on Hubspot Service Hub alternatives.
Vision Helpdesk is a suite of three modules that can closely be integrated to give you a comprehensive customer service solution. It provides your customers with multiple channels to contact you.
Vision Helpdesk’s module focuses on ticket management and centralizing customer data like conversations, calls, chats, emails and social media posts. A Satellite Desk module is offered for corporations with several brands or products. It allows for individual portals for each brand but organized under a centralized place. Its Service Desk module serves as an I.T. service desk management system for asset management and technical requests. These modules give you an extensive customer service platform up front.
The vendor has an appealing free trial where you can tinker with the features at no cost. You can sign up for the Vision Helpdesk free trial here.
Why choose Vision Helpdesk over Zoho Desk:
If your company has less need of these advanced features, you might want to check out these Vision Helpdesk alternatives instead.
TeamSupport is a complete customer support application that businesses can use to collaborate and communicate more effectively among their units and with clients for a faster and more accurate response. Along with your support team, your finance, technical, and sales teams can also collaborate and use the app for superior customer satisfaction. On top of that, you can extend the system’s functionality with seamless integrations with popular business solutions such as Dropbox, Zoho Reports, MailChimp and more.
TeamSupport offers scalable features and cloud-hosted plans for both small and large enterprises. Main features include ticket automation, ticket management, live chat, screen records, advanced customer self-service portals, and reporting functionality. Your support team can use the internal chat feature to conduct real-time conversations for collaboration. Finally, you can be productive on the go by using the mobile version for popular platforms such as Windows Phone, Blackberry, Android, and iOS.
The vendor offers a comprehensive free trial to get you up to speed with the features. You can sign up for the TeamSupport free trial here.
Why choose TeamSupport over Zoho Desk:
If you want a wider choice, take a look at these top TeamSupport alternatives.
ConnectWise Control is an efficient and quick remote support, access, and meeting system designed for modern technical assistance teams. It allows technicians to make their work more productive by using remote support and access to repair computers, providing updates, and managing machines. Using it, they can also conduct online seminars and prepare presentations for remote meetings. All things considered, ConnectWise Control is fast, reliable, hassle-free, and yet it includes the same features as much more complex remote control solutions.
As a member of a reputed productivity software family, this system will make it possible to provide quick, top-notch customer service, and ensure unobstructed communication between agents and technicians. The tool’s customizable nature allows you to bring your brand in the center of attention, and change everything from logos and icons to the language integrated on your website. ConnectWise Control functions in synergy with ConnectWise Automate, and offers flexible pricing tailored to the user’s possibilities.
Why choose ConnectWise Control over Zoho Desk:
ConnectWise Control not exactly your cup of tea? Then you might want to check out these ConnectWise Control alternatives instead for more options.
Next on our top 10 alternatives to Zoho Desk is Zendesk, a leading cloud-hosted helpdesk solution used by more than 40,000 companies, from small businesses and startups to large enterprises and big brands like Zappos and Groupon. The system is easy to deploy and use, and businesses can utilize it to boost customer satisfaction, enhance productivity, and reduce costs.
Hundreds of agents can use the platform to manage thousands of tickets every day. Another advantage is it integrates your support channels such as chat, web, social media, and email. Finally, you can access the system from your desktop or mobile device, which means small businesses can even use a home-based, freelance support setup to minimize costs.
Why choose Zendesk over Zoho Desk:
Still can’t make up your mind? Fret not and take a look at these Zendesk alternatives.
Kayako is a cloud-hosted help desk software that puts all your customer service channels in one place. Trusted by over 50,000 organizations worldwide, used by 131,000 support pros serving 100 million customers, the software can serve a wide range of customer service needs, from small businesses to the largest companies. Among those customers trusting Kayako to provide their help desk services include NASA, De Beers, Peugeut and the American Motorcyclist Association.
Kayako supports live chat, tickets, web, email, calls or self-service support to help businesses further extend their help to their customers. It helps you look for insights based on customer queries, such as sales trends and opportunities, performance metrics, and support bottlenecks. You can also put your support in autopilot to fast track replies to standard queries or repetitive tasks so your agents can focus on addressing more pressing issues, or organize and route emails for easy sorting.
Through help desk and live chat solutions, Kayako helps companies manage customer requests and conversations over any channel, support customers better, and stay personal as they grow.
Why choose Kayako over Zoho Desk:
While Kayako has its work cut out for small businesses and startups, your unique business requirements might have gone north, which means you will probably want to look at these Kayako alternatives.
LiveAgent is a leading helpdesk application that combines multiple channels into a single compact solution. It includes email support, live chat, and social media integration for Twitter and Facebook. It features a comprehensive set of helpdesk tools including ticket management, reporting and gamification. Its LiveChat features are scalable to meet the needs of business of any size. The app can handle tons of tickets daily even with a small team.
LiveAgent setup is simple and fast. Tickets are centralized via a universal inbox and routed to the right department based on your presets. You can automate routing recurring issues to a knowledge base, too, freeing up your agents to focus on unique or pressing tickets. The use of universal storage bin also makes it easy to review the tickets for agent performance reviews.
Why choose LiveAgent over Zoho Desk:
Still haven’t made up your mind? In that case, we have listed LiveAgent alternatives to further your inquiry into a viable helpdesk solution for your own use.
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