Get Satisfaction vs. UserVoice vs. Zendesk

Helpdesk software has given a whole new meaning to the word – customer service. This service desk software is power packed and comes with great features which suit your needs and b as well.

A rundown on comparison within three helpdesk solutions –  Get Satisfaction, UserVoice and Zendesk will be beneficial to make decisions for your organization and choosing the right product for you, and reaping the benefits it.

Intended Users – Get Satisfaction vs. UserVoice vs. Zendesk

Fetching a larger customer base, covering Freelancers, large, medium, or small businesses, public administrations, and non-profit organizations Get Satisfaction & Zendesk win the deal. They have a huge outlook keeping the customer base in mind.

However, UserVoice’s lack is limited only to business-related clients. Although this is not a con from the UserVoice Point of View, they cater to all needs of Business requirements.

If you are eyeing faster customer satisfaction along with tons of features, then Zendesk is the helpdesk solution you should be looking for. It is feature-rich when compared to the other gamers in this foray.

UserVoice lacks far behind compared to the whole gamut of features provided by Zendesk and Get Satisfaction. With Zendesk and Get Satisfaction, there is very little scope for customization as the standard packed features are good enough to capture all kinds of businesses.

Pricing – Get Satisfaction vs. UserVoice vs. Zendesk

Get Satisfaction is available in 2 pricing options – Professional which offers features like Built-in SEO, Unlimited widgets for website and Facebook integration, etc., and Enterprise which offers comprehensive helpdesk solutions like advanced workflow.

UserVoice is available in three pricing offers – Standard, Enhanced, and Professional. The basic plan, the Standard version is available at 15 USD per agent per month, the Enhanced version fares at 45 USD per agent per month, and the Professional mode at 85 USD per agent per month.

Zendesk comes in four pricing options to suit your varied range of requirements. Zendesk pricing options are- Essential (5 USD per agent per month), Team ( 19 USD per agent per month), Professional ( 49 USD per agent per month), and Enterprise ( 99 USD per agent per month).

Features – Get Satisfaction vs. UserVoice vs. Zendesk

This is where Get Satisfaction loses out in the race. Even though it has wide scope compared to UserVoice, the features bring it to its knees.

Ticketing System -Get Satisfaction vs. UserVoice vs. Zendesk

There is no ticketing system for getting Satisfaction. This reduces customer complaint tracking, which is a must in any company. There is no knowledge base facility here as well. So every time, a user comes up with a problem, the customer service executives will have a tough time finding solutions right from scratch.

UserVoice, though reaching lesser people, and Zendesk, have an amazing ticketing system wherein users can access their complaints log and have a direct chat with the service exec. The knowledge base or module in UserVoice and Zendesk, help customer complaints be resolved faster than ever. Even users can have ratings and reviews online on all the tickets logged by them.  

Moreover, the ticketing system is smart enough to portray who else is working on the ticket, so that at one point in time, no two service executives are dealing with the same ticket. This reduces the turnaround time between ticket raising and resolution.

UserVoice comes with an Inspector function, which lets you know, who you are talking to. Again, these two have Video Tutorials as well, so when there is no service executive online, users can watch the videos and resolve the problem themselves.

Reporting -Get Satisfaction vs. UserVoice vs. Zendesk

Get Satisfaction loses out again on the reporting and analytics part since it does not have an embedded ticketing system. Service executives have a tough time finding out their use cases and solutions.

Customer feedback is something that has not been a focus for getting Satisfaction. Whereas the analytics or user metrics feature in UserVoice and Zendesk are top-notch. A reporting tool is a must to hone your customer service executives’ skills.

The service manager will look at the complete cases resolved or not resolved by their executives and judge, how to increase their turnaround time.

Whereas the analytics or user metrics feature in UserVoice and Zendesk are top-notch. A reporting tool is a must to hone your customer service executives’ skills. The service manager will look at the complete cases resolved or not resolved by their executives and judge, how to increase their turnaround time.

Integrations -Get Satisfaction vs. UserVoice vs. Zendesk

When it comes to integrations, Zendesk wins above all. It offers direct API plugins to almost 154 other apps. Especially it has the capability to be integrated with Google Analytics, Salesforce, MailChimp, Magento, Zapier, etc.

The number of integrations comes fairly down to 15 in UserVoice and 9 in getting Satisfaction. They provide native integrations with Zapier, Shopify, etc. Only Get Satisfaction has direct API access to Zendesk which again is like connecting to its competitor. This feature gives an edge to Zendesk when it comes to integration capabilities.

Platform Support -Get Satisfaction vs. UserVoice vs. Zendesk

Get Satisfaction is the only web-based and does not provide any app facility. Although it is the only app with a Facebook add-on button to directly take customer feedback from your Facebook page.

UserVoice has the apps for iOS and Android platforms, but it is not compatible with the Windows platform and is missing out here. We have a clear winner in Zendesk when it comes to platform support.

Security -Get Satisfaction vs. UserVoice vs. Zendesk

Zendesk offers a fully frontal secured server, certified by CSA cloud and HIPAA business associate agreement. It has secured encryption access to all pages in the app and offers a full data backup facility in multiple locations across different geographical zones. One can have multi-factor authentication for access, like a single sign-on facility and the like.

On the other hand, Get Satisfaction and UserVoice offer no such encrypted data facility. Get Satisfaction is rated 0 when it comes to security. Although UserVoice is Safe Harbour Compliant and Payment Card Industry (PCI) and Data Security Standards (DSS) Compliant, which is a win-win for the users.

Get Satisfaction

Pros

• Types of communities (support, praise, and feedback)
• Get other experts from the community to give feedback

Cons

• Expensive than the other competitors
• Major Customizations are required to get going
• No security

UserVoice

Pros

• The standard pack is as good as it gets
• Feedback system
• No additional modules required
• Email ID can be used as a login credential since there is no single sign-on

Cons

• All feedbacks are visible to competitors
• Brand Dilution
• No single sign-on facility

Zendesk

Pros

• Extensive integration capabilities
• Smooth functioning
• Amazing ticketing system

Cons

• No community reporting
• Overwhelming Potential Customers