Zendesk Vs. Freshdesk

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Last updated: May 15, 2017

Overview

Screenshots

Specifications

Zendesk Specifications

Name: Zendesk
Company: Zendesk
Address Zendesk Inc, 989 Market St, San Francisco, CA
Software Type: Standalone, Cloud, SaaS
Typical Customers: Start up, Small business, Medium business, Large business
Business Area: Cross Business Areas, Customer service
Platforms: Desktop, Mobile, Cloud

Freshdesk Specifications

Name: Freshdesk
Company: FRESHDESK INC.
Address Los Angeles, CA
Software Type: Standalone, Cloud, SaaS
Typical Customers: Start up, Small business, Medium business, Large business
Business Area: Cross Business Areas
Platforms: Desktop, Cloud

Expert Review

Zendesk Review
Updated: May 15, 2017

Zendesk Overview
Zendesk is an SaaS Suite developed to be a platform for customer service support, help desk ticketing and issue tracking. It is the creation of a company of the same name founded in 2007.

The company Zendesk inc. was founded by Morten Primdahl, Alexander Aghassipour and Mikkel Svane. By 2008 it had received $500,000 in funding. In 2009 a second series of funding came in the amount of $6 million allowing the company to move to San Francisco and establishing its headquarters.

Today Zendesk has over 30,000 companies relying on its service to interact with customers

Zendesk Average Rating -
The average rating of Zendesk is 5 stars. The rating is based on 145 aggregated online reviews.

Zendesk Typical Customers
Zendesk is the tool for any company, big or small, that has to deal with a certain number of customers on daily basis and needs an evolving platform to facilitate this process. The software can be used in retail services, media services, government agencies, software companies, finance and even education.

Non-profit organizations and public administration offices should also find the tool to be very useful. Among popular users of Zendesk you will find companies like Sony Music, Disney, Vodafone, Groupon, Rovio and Xerox.

Read more - Zendesk

Freshdesk Review
Updated: May 12, 2017

Freshdesk Overview
Freshdesk is feature-packed web-based customer support solution that allows companies to provide service to their customers in many helpful ways. Freshdesk was released in June 2011 by a company with the same name that was founded by Girish Mathrubootham, an Indian national, and with his team.

Ever since the release of Freshdesk, it has grown its customers because of its great performance. Their efforts were recognized through different awards and media attention. Today, they are used by companies from across the globe and are supported by investors, all because of an innovative and ambitious software product.

Freshdesk Average Rating -
The average rating of Freshdesk is 5 stars. The rating is based on 88 aggregated online reviews.

Freshdesk Typical Customers
Freshdesk works great for small to medium enterprises that think they need to rely on a cloud-based solution for their customer support. From the time it was open commercially, Freshdesk has been able to grow its long list of satisfied customers. In fact, it has a client in almost every country. Among these are Goodreads, Hugo Boss, Pearson, Truecaller and Stanford, to name a few. If you notice, these brands are from various industries, which only shows how versatile Freshdesk is.

Read more - Freshdesk

Alternatives

    Zendesk Alternatives

    The two main competitors for Zendesk are Freshdesk and Zoho Support.

    ZohoSupport provides a cloud based customer support solution that can handle multiple channels that include email, phone, chat and even social media. The product is workflow based and manages tickets as well as service escalations with dashboards to monitor support metrics against KPIs. Additionally the product is easily customizable and offers integration to Zoho CRM for customer management. ZohoSupport also provides a free trial and includes a limited features free edition for customers as well.

    In comparison the Zendesk customer support solution also includes a knowledge base for agents to refer to for common problems, as well as community forums for customers and agents to

    Read more - Zendesk Alternatives

    Freshdesk Alternatives

    Zendesk and Zoho Support are two of the main competitors for Freshdesk.

    ZohoSupport is part of the Zoho application suite and addresses customer support needs of a business with a cloud based solution. It incorporates workflow automation and can be easily customized to match internal business process requirements. The product allows customers to contact on a variety of channels including voice, chat, email & social media. There are also analytic tools to monitor service performance with dashboards to view compliance with key support KPIs and metrics.

    Freshdesk in comparison provides some additional features for customer support such as its “suggested solutions” which recommends resolutions based on an analysis of similar service issues. The p

    Read more - Freshdesk Alternatives

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Zendesk Pricing

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Freshdesk Pricing

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Find the Right Software

25 MUST Ask Questions Before Selecting Help Desk Software

The prime purpose behind investing in the software solution is to boost efficiency and growth. Ask the software vendor (Zendesk) how their business app would improve efficiency of your enterprise.
Software vendors have tremendous exposure to different companies. They offer the same type of software to different industries, so they are better aware of who is doing what with their technological product. This also helps them understand and foresee what’s really working. Allow them to share their observations so that you get an ideas about their experience, expertise, and intelligence. This will also be an opportunity to identify the service providers who come up with the most insightful suggestions.
Perhaps your business is growing and will expand in the future. So you would be interested to know if the software is scalable and can grow with you. It’s no use investing in a solution that can be scaled.
Each business has different needs. Yours is no different. When it comes to selecting a software solution, you are looking for a tool that can be easily customized and configured to cater to your specific business needs. So you want to understand if the software you want to buy is easy to customize.
Such a community forum is the best way to engage users. Getting access to software forums can help new or proposed users connect with product experts through peer-to-peer discussions.
The software vendor should answer how their business software will improve your bottom line and ROI.Most service providers make tall claims, so you want to make sure you get your hands on the best solution.
Before choosing a business app, you want to understand that the implementation would be smooth. So you should be interested to find out about the person responsible for handling the implementation process. Do not hesitate to ask about their qualifications..
A good software vendor should be able to show you a positive track record with their implementation strategy.Try to find out if their method is structured. Your purpose should be to look for one that is structured and flexible to adapt to unexpected situations
The software vendor should give you a structured data conversion methodology that will enable smooth migration of your information to the new system.
A growing business is always in need for expansion and integration with thrid-party apps is a part of the growth model. When it comes to choosing software, make sure the business app provides an application programming interface for easy integration.
Ask the software product vendor if the tool will allow you to export data to an external file or import data from external sources.
Ask the software vendor (Zendesk) if the software package includes consulting hours. Do not hesitate to ask if there are any hidden charges involved.
You do not want to be caught unawares when a software vendor sends a technician to resolve an issue that may crop up due to varied reasons. You want to make sure the charges are reasonable. Better still, you should be aware of what needs to be paid to the technician sent by the vendor to fix a problem.
You do not want to fall in love with the front end unless you are 100% sure that the software is compatible with your existing system. Ask the software vendor is you need any specific hardware to install the software. Will the business application run on your existing workstations. How much space will the software take on the disk drive? Is there a need for RAM upgrade to successfully run the software for optimum performance?
You should enquire about the cost of having more than one terminal in your store. While some software vendors charge on the basis of the number of store locations, others charge per terminal.
When you are looking for a software solution, make sure you know if the vendor charges any fee to get you started. You should also be interested to know if there are any software maintenance charges for you to pay.
Your business is accountable to customers, regulators, employees, and partners. So you should look for one software vendor who has adopted a comprehensive, technically sound security and compliance program. Does the vendor map your needs for security controls?
Data loss can prove extremely risky for any business. So you should always ask the vendor about their backup policy. How often is data backed up and what is the cost for the same?
What is the software vendor's policy on disaster recovery? Are any charges involved for disaster recovery support if a catastrophic hardware failure affects your system?
How easy is the software to work on? Is it user friendly for your end users? Does it involve any complexities that are difficult to understand for the team? Even a feature-rich solution is of no use if end users find it difficult to use.
The software provider should clearly mention whether the solution is complex or simple to use. If it is not an easy-to-use software solution, then do they provide training? What is the level of training your team requires to make the most of the solution?
You will be interested to know about the software updates. When is it updated? Does the service provider notify customers when the upgrades are scheduled? Does the software work when the upgrades are under way? How long does the process take?
You should be interested to enquire about how an issue is handled at the side of the software vendor. Do not hesitate to question about who will respond to your emergency calls. What is their experience in software industry?
If the software vendor is widely popular, chances are that they have a good product. So always check their client base to measure their product's competence in the market.
Testing is crucial to ensuring that the software runs as promised. So you should try to find out if the vendor offers any free trial runs or try before you buy the product. By testing the concept first, it gets easier to understand the software product's functionality and allay fears before signing a contract.

Zendesk Pricing


Freshdesk Pricing



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