Freshdesk and UserVoice are two innovative helpdesk solutions that could give a whole new dimension to your business-related pursuits. Let us explore in depth all you need to know about these help desk solutions, in terms of intended users, pricing info, features, and pros and cons.
Intended users – Freshdesk vs. Uservoice
This product is ideal for product managers and support managers. Product managers can exploit the nuances of this helpdesk solution to obtain in-depth user responses and reporting which would help to make better product verdicts.
Support managers can make use of this help desk solution to ramp up customer support. UserVoice is equally beneficial for small businesses, mid-size businesses,
Freshdesk help desk solution doesn’t cost a fortune, it might be worth checking out if you are interested in a help desk solution with powerful ticket management and integration features. Freshdesk is the best solution for small business owners and the ROI is high compared to any other help desk solution.
However, if your requirements are a
Pricing – Freshdesk vs. Uservoice
Freshdesk lists at an almost unheard-of price in the niche of help desk solutions. To entice users with different budget ranges, it is available in 5 pricing options viz.
Sprout (Rs. 0 per agent per month, up to 3 agents 13 USD/agent/month thereafter), Blossom (15 USD per agent per month billed annually), Garden (22 USD per agent per month billed annually), Estate (37 USD per agent per month billed annually) and Forest (66 USD per agent per month billed annually).
The UserVoice help desk is available in three pricing plans, viz. Standard, Enhanced, and Professional. At 15 the rate of USD per month per agent standard version is designed for small but promising teams.
The standard version offers features like a
Professional mode fares at 85 USD per month and users could relish top-notch features like Custom design ( HTML and CSS) and onboarding services. From the pricing info, it is quite evident that UserVoice is not competitively priced as a Freshdesk help desk solution.
Features – Freshdesk vs. Uservoice
Ticket Management – Freshdesk vs. Uservoice
Freshdesk help desk solution boasts of an award-winning ticket management system, which enables one to fix every issue effortlessly. Agent collision detection feature enables users to determine who else is working on the ticket and this prevents overlap of data.
Users can also classify and prioritize the tickets to assist in easy ticket handling. With a simple Set up process, you may start working on this solution with much ease. It also gets an array of features like canned responses, keyboard shortcuts, etc. which helps to nurture this help desk solution. Users could also categorize, assign and delete tickets quickly and in a no-hassle manner.
UserVoice is also an efficient loud-based helpdesk application that empowers employees to recover data from any Internet-connected device. All the relevant data related to each incident like the count of past tickets, social media tickets, etc. are linked up to enable easy ticket management.
When an issue arises, it would be available in the Unassigned folder. This ticket could be assigned to a team member with just a mouse click. The proficiency to tag tickets for reporting and indexing is phenomenal, and the user attributes you can deliver with the aid of tickets and NPS surveys render worthy insight required to truly apprehend the clients.
Satisfaction, crowd-sourced user visions,
Integrations – Freshdesk vs. Uservoice
Native integrations give a whole new dimension to the Freshdesk helpdesk solution as it backs integration with prominent applications like Dropbox, JIRA, Google Analytics, Salesforce, nimble, and the like.
On top of this, users could even create FreshPlug to get hold of pivotal details from third-party apps.
UserVoice help desk solution is also loaded with an extensive suite of software integrations – CRM, social, and marketing applications to give a thrust to your business.
UserVoice also helps to incorporate a business’s WordPress site and Facebook integration, to give you good exposure in the industry.
Reporting – Freshdesk vs. Uservoice
If you like powerful reporting capabilities, you have a winner in the UserVoice help desk solution. It offers comprehensive and all-inclusive analytics on all fundamental areas like support, customer satisfaction, and customer engagement.
This helps to evaluate the downsides in each
UserVoice help desk solution also helps to disclose key-business details like response time and ticket volumes. Customer feedback and customer history are also provided.
Freshdesk also gets good reporting features and gets multiple reporting systems like Summary reports, At Glance reports, Comparison Reports, and Top-N analysis reports.
Satisfaction surveys help to analyze better about your business and empower you to measure overall team performance. Feedback received from the end-user will help you to evaluate drawbacks in your team and to build up the overall support experience
UserVoice
Pros
- Satisfaction surveys that help enhance and qualify responses
- Personalized response mechanism through the ticketing window
- Easy to use software with an interactive frontend screen
Cons
- Seamless integration across all media, is still not completely seamless, especially across devices.
- The process is not 100% automated
Freshdesk
Pros
- Affordable helpdesk solution
- Efficient ticket management and reporting features
- Supports ITIL
Cons
- Lack of asset management feature
- Does not help in change or problem management