41% of customers prefers live chat over other mediums of support channels. And according to another survey, 90% of customers mentioned ‘immediate response’ from a company is pertinent.

That’s why it is necessary to adopt a live chat or chatbot support system in your business. If you are looking for one, then this article will be very helpful to you. Here, we are carefully dissecting two customer support softwares, Jivochat vs Zendesk, in comparison.

Read further to learn about their vital features differentiation based on user reviews and experiences.

Software Overview

Overview of Jivochat and Zendesk
  • Jivochat – As the name says, Jivochat is an exclusive live chat software that offers customizable chat support solutions for your business. Includes automation tools to serve quick and efficient self-help services to your customers.
  • Zendesk – Zendesk is a fully customizable helpdesk software that provides you with the required customer support tools. It provides you with a unified helpdesk interface where all your customers’ data is synced into one window.
Compatible Platforms
  • Jivochat and Zendesk are perfectly supported on the web, iPhone, and android applications.
Types of Business
  • Both the softwares, Jivochat and Zendesk work well for all sizes of businesses – startup, small, medium, and enterprise.
Software Trial Availability

To be able to try the software beforehand to decide whether it is suitable for your business.

  • Jivochat – Clearly has an edge over Zendesk, as it offers a free credit cardless trial and a free plan on its site.
  • Zendesk – Whereas, Zendesk allows only a free trial without requiring any credit card information.

Live Chat Features (Final Winner – Zendesk)  Rating ⭐ 4.3/5

Live Chat (Winner - Both)

Placing a live chat widget on your website is crucial to provide live support to your live customers visiting your site. Successful live chat support increases positive conversions.

  • Both Jivochat and Zendesk install a live chat widget on your website once you activate your respective account.

Winner – Both

Live Chat Interface (Winner - Zendesk)

This is the chat workplace window that shows various chat support elements required by your agents while providing chat support.

  • Jivochat – Color-coded chat heads with message sneak-peeks, customer data (location, email, and contact), canned response tools, and language tools, all in one window.
  • Zendesk – Customer chats, personal data, agent status, attachment tools, chat transfer tools, and chat ratings are available on the same chat support window.

Winner – Zendesk

Compatible Devices (Winner - Both)

This shows the compatibility of the live chat widget on various devices.

  • Both Jivochat and Zendesk are compatible with web and mobile devices.

Winner – Both

Live Chat Personalization (Winner - Both)

Launching personalized welcome messages will connect with your customers instantly and involve them in conversation.

  • Personalization is possible on both Jivochat and Zendesk softwares.

Winner – Both

Live Chat Automation (Winner - Both)

Besides providing live agent support over live chat support, being able to include canned response templates will help you save ample of your agents’ time and leverage it for assisting complex cases.

  • Be it Jivochat or Zendesk, it gives you the possibility to enable the auto-response system right on the chat support dashboard.

Winner – Both

Chatbot Features (Final Winner – Both)

Jivochat – Rating ⭐ 4.6/5, Zendesk – Rating ⭐ 4.4/5

Chatbot Automation (Winner - Both)

Chatbots are useful in providing 24/7 assistance to your customers through the linked knowledge base and help articles.

  • Jivochat as well as Zendesk chatbots meet this basic automated support feature.

Winner – Both

Chatbot Integrations (Winner - Zendesk)

Provision to connect your main support software with third-party chatbot applications.

  • Jivochat – Has a limited number of chatbot integration with only 5 applications.
  • Zendesk – Choose any suitable chatbot application from the widespread list of 109 integrations.

Winner – Zendesk

Chatbot on Social Channels (Winner - Jivochat)

Chatbot integrated with social media platforms highly boosts your customer reach, faster resolution rate, loyalty, and customer satisfaction scores.

  • Jivochat – Available on Facebook, Instagram, Whatsapp, Telegram, and Apple Business Chat.
  • Zendesk – Connect with your customers on Facebook and Whatsapp instantly with the Zendesk chatbot.

Winner – Jivochat

Team Chat (Winner - Jivochat)

Team collaboration plays a vital role in achieving the fastest resolution of your customer support cases. If you can chat with your team members too alongside customer conversation, there is nothing like it.

  • Jivochat – This lets you start one on one chat or create unlimited groups to share messages and files among the team. These team chats are secured within your organizational servers and so no fear of data loss or theft. 
  • Zendesk – Since Zendesk is a helpdesk software, basically chats are converted into tickets. You can assign the chat ticket to any of your team members/agents. Zendesk Microsoft Teams integration allows you to escalate and resolve the chat tickets within the team easily on a unified team window.

Winner – Jivochat

Compatible Devices (Winner - Both)

Offer cross-platform team communication by enabling team chat on both mobile and PC.

  • Both Jivochat and Zendesk support this feature.

Winner – Both

Chat Support Languages (Winner - Jivochat)

The availability of multiple languages customization helps you greatly in providing chat support to global audiences in their native language.

  • Jivochat – Every single word of the live chat can be translated into 90+ languages helping in support localization.
  • Zendesk – Language localization is possible in 45 languages with Zendesk chat. Comes with a language detection tool to identify the browser’s language and provide support accordingly.

Winner – Jivochat

Shared Inbox (Final Winner – Jivochat) Rating ⭐ 4.6/5

Email Chat Integrated Inbox (Winner - Jivochat)

Organized inbox where all the email and chat conversations are integrated into one window so that your agents can access it all on their mobile devices too. 

  • Jivochat – All customer emails are directly sent to the Jivochat inbox so that your agents can respond to them easily as simple chat conversations. Gives the advantage of skipping switching between apps.
  • Zendesk – As a helpdesk software, Zendesk by default converts all emails into tickets. Hence your agents can access them only on the web interface.

Winner – Jivochat

Integrations (Final Winner – Zendesk) Rating ⭐ 4.3/5

Customer Relationship Management - CRM (Winner - Zendesk)

Integrated software applications that are used to deliver par-excellence customer support across channels, drive more leads to your business, and achieve higher customer satisfaction rates.

  • Jivochat – Integrates with Pipedrive and Zoho CRM to provide customer relationship solutions to the users.
  • Zendesk – Zendesk ably connects with a whopping 319 software applications to help you achieve your customer relationship goals. Includes Shopify premium, Zoho CRM, Ada, Botmind, Chargedesk, and more.

Winner – Zendesk

Contact Management System (Winner - Jivochat)

Storing your contact information safely across all connected applications and managing them very efficiently is precisely called CMS – Contact Management System.

  • Jivochat – Integration with 34 leading CMS softwares including WordPress, Shopify, WooCommerce, Wix.com, Magento, Blogger, etc.
  • Zendesk – Connects with 27 software applications like WordPress, DropBox, Joomla, BogCommerce, PrestaShop, etc.

Winner – Jivochat

API Integration (Winner - Zendesk)

Any software can connect or enable third-party integration using APIs for enhanced customer support features and customizations.

  • Jivochat – Offers rich customization options for live chat and chatbot through APIs.
  • Zendesk – Using Zendesk’s APIs and SDKs, you can create exceptional customer experiences across technology stacks and build apps, in multiple languages.

Winner – Zendesk

Analytics (Winner - Zendesk)

Without analytics and reports, it is highly impossible for you to measure your chat support performance.

  • Jivochat – Jivochat users need to use Google Analytics and Google Tag Manager to be able to monitor the software and eCommerce tools’ performances.
  • Zendesk – Zendesk Explore is an in-built reporting and analytics tool that analyzes all your support tools’ performances and generates tailored reports as per your requirements. In addition to that, Zendesk can collaborate with 304 analytics apps from its marketplace.

Winner – Zendesk

Customer Service (Final Winner – Both)

Jivochat – Rating ⭐ 4.6/5, Zendesk – Rating ⭐ 4.4/5

Customer Support System (Winner - Both)

User support through multiple mediums like phone, email, chat, etc.

  • Being support solution providers, both Jivochat and Zendesk attend to their users through phone and online support systems.

Winner – Both

Self-help Systems (Winner - Both)

Providing answers to users’ queries through a knowledge base, help articles, or tutorial materials.

  • There are knowledge bases and video tutorials uploaded on both Jivochat and Zendesk websites for their users’ self-help purposes.

Winner – Both

Final Words

Now that we are at the end of the thorough comparison article of Jivochat vs Zendesk, are you able to decide which one is suitable for your business?

If not, we would like to recommend yet another unique helpdesk software called Helplama Helpdesk. This is an omnichannel support software. You will find all the requisite customer support tools and automation features built into this software.

But the striking difference is that by using Helplama you can promote UGC (User Generated Content) on leading social platforms. Also, automate your agent training using this software.

Start your 15-day free trial now