Last Updated: February 2024
74% of global customer service leaders report an increase in customer inquiries through digital platforms. To handle this influx of interactions and provide top-notch support, you need a powerful customer service software platform.
Helpshift and Zendesk emerge as two robust platforms specifically designed to streamline customer support operations and enhance the overall user experience. Making the right choice that seamlessly aligns with your business needs is now more crucial than ever to maximize efficiency and provide exceptional customer care.
Thus, in this article on Helpshift vs Zendesk, we will delve into the key features, strengths, and weaknesses of both platforms.
So, let’s dive in and explore the unique strengths of Helpshift and Zendesk, ultimately determining which one serves as the perfect fit for your company’s customer service journey.
Helpshift vs Zendesk Quick comparison
Advanced ticketing system
Customizable ticketing system
Auto-assignment and routing capabilities
Automation and triggers
Comprehensive knowledge base
Knowledge base with self-service options
In-app knowledge base integration
Community forums for user-generated content
Live Chat Support
Real-time chat support within the app
Web-based live chat support
Automated chatbots for basic inquiries
AI-powered chatbot for automated responses
Seamless integration with various channels
Support for email, social media, and more
In-app messaging and push notifications
Omnichannel support for consistent service
Reporting & Analytics
In-depth performance metrics and analytics
Customizable reporting and dashboards
Detailed user behavior insights
SLA monitoring for efficient response times
Helpshift vs Zendesk Detailed Overview
Now, let’s take a look at the detailed comparison of features between Helpshift and Zendesk:
1) Customizable Dashboard
Both Helpshift and Zendesk offer a customizable dashboard that allows you to organize and view customer interactions as per your preference
- Helpshift offers a mobile-optimized layout as its primary focus is on mobile app support.
- Integrates ticketing features but may focus more on its AI-powered chatbot and in-app messaging for mobile app support
- Offers a more extensive range of data visualization options and layout customization
- Tightly integrated with its powerful ticketing system
- Designed with a user-friendly and intuitive interface, suitable for businesses of all sizes and technical expertise.
2) Omnichannel Support
Both platforms support omnichannel communication, enabling you to interact with your customers across various channels, such as in-app messaging, web chat, email, and social media.
- Specializes in mobile-first support with an emphasis on in-app messaging.
- Helpshift’s integration options might be more focused on mobile app-related services with a potentially more limited selection.
- A versatile solution, catering to various industries and customer support channels.
- Offers more extensive AI-powered features like chatbots,
- Get a wider range of third-party integrations, facilitating better cross-platform communication and data sharing.
3) Web-based and Native Apps
- Specializes in providing support for native mobile apps making it ideal if you have a primary focus on mobile apps and games.
- Helpshift places a strong emphasis on in-app messaging, providing a seamless and real-time communication channel for users of mobile apps.
- While Zendesk does offer support for native mobile apps through its SDKs, it is a more comprehensive customer support platform that caters to both web-based and native app support.
- Zendesk’s versatility makes it suitable if you require support across various channels, including web-based applications, as well as mobile apps.
4) AI-powered Algorithms
- Integrates AI-powered algorithms with a strong focus on AI-driven chatbots for customer support.
- The AI-powered chatbot in Helpshift can handle common queries, provide instant responses, and route complex issues to human agents.
- Incorporates AI-powered algorithms in its platform, offering features like AI-powered chatbots and automated responses.
- Zendesk has powerful AI capabilities such as predictive analytics for ticket prioritization and customer behavior analysis.
5) Agent Productivity Tools
Both Helpshift and Zendesk offer agent productivity tools to improve the efficiency and effectiveness of customer support.
- Reduce the workload on your agents and provide instant responses to frequently asked questions with the help of an AI-powered chatbot
- Allows your agents to communicate directly with customers within the mobile app environment, streamlining support interactions and enhancing response times.
- Automatically route and prioritize incoming support tickets, ensuring that they reach the most appropriate agent for faster resolution.
- Access pre-defined canned responses and knowledge base articles, saving time in repetitive inquiries and providing consistent responses.
- Offers an AI-powered chatbot and an Answer Bot that can provide automated responses to common queries, allowing your agents to focus on more complex issues.
- Automates email ticketing processes, converting emails into support tickets and routing them based on predefined rules, streamlining agent workflows.
- Zendesk’s macros enable agents to apply a series of actions to tickets with a single click, automating repetitive tasks and accelerating ticket resolution.
- Prevents multiple agents from working on the same ticket simultaneously, avoiding duplication of efforts with the help of agent collision detection.
- Knowledge Base and Help Center:** Zendesk’s knowledge base and help center tools provide agents with quick access to relevant articles, FAQs, and resources, empowering them to find solutions faster.
Also read: 6 Free Zendesk alternatives you need to know
6) Built-in analytics
- Provides a built-in analytics dashboard that offers real-time insights into key customer support metrics, including ticket volume, and response times.
- Allows tracking of individual agent performance, such as ticket resolution rates, customer satisfaction scores, and average handling times.
- Enables tracking and analyzing CSAT ratings, helping you gauge customer satisfaction levels and identify areas for improvement.
- The in-app analytics feature provides data on user behavior within the mobile app, giving insights into customer interactions and usage patterns.
- Provides comprehensive reports on support metrics, customer trends, and team performance.
- Allows you to create custom reports with specific data and metrics, empowering businesses to gain deeper insights into their customer support operations.
- Built-in analytics include performance benchmarking, enabling you to compare your support metrics against industry standards.
- Track customer satisfaction (CSAT) and Net Promoter Score (NPS) to assess customer sentiment and measure the effectiveness of support efforts.
- Zendesk’s analytics also cover knowledge base performance, offering insights into the usage and effectiveness of support articles.
Helpshift offers a Feedback+ plan with in-app feedback and bug reporting for free. The Starter Plan includes in-app messaging and a help center starting at $150/month. Their Growth and Enterprise Plans offer more advanced features and scalability at custom pricing.
To know more about Helpshift Pricing, check Helpshift pricing: Which plan is best for you?
Zendesk offers a 14-day free trial and they also offer affordable plans for small teams starting from $19/month. In terms of scalability, Zendesk provides additional plans like Suite Growth, Suite Professional, Suite Enterprise, and Suite Enterprise Plus. These plans offer more comprehensive features, including side conversations, community forums, and integrated voice and social channels, among others.
In summary, when choosing between Helpshift and Zendesk, the decision depends on your business’s specific needs. Helpshift excels in in-app or mobile customer support, ideal for mobile gaming, e-commerce, and technology sectors. On the other hand, Zendesk offers a comprehensive solution for medium to large enterprises, encompassing various support channels.
To make an informed decision, consider your business size, industry, required features, budget, and technical expertise. Carefully assess your unique requirements to select the software that aligns best with your goals, leading to improved customer satisfaction and overall success.
If you’re still in a dilemma, consider Saufter. It offers a compelling multi-channel customer service solution for small businesses and enterprise teams, providing cost-effectiveness and easy setup.
Don’t hesitate to start a free trial to experience how Saufter can revolutionize your customer support and take your business to new heights.