There’s no doubt setting up a help desk software and a ticketing system makes managing your staff and customer support requests a breeze.

However, with so many different options available, choosing the right help desk and ticketing software for your business can be difficult.

Well, we’ve got you covered. In this guide, let’s compare two of the most popular customer service solutions available in the market and see which one is best for your company: Zendesk or Re:amaze.

We’ll compare them overall while also focusing on their specific features to determine which one is a better fit for your support needs.

  1. What is Zendesk?
  2. What is Re:amaze?
  3. Re:amaze vs Zendesk: A Quick Comparison
  4. Re:amaze vs Zendesk: Live Chat Features
  5. Re:amaze vs Zendesk: Customer Support Features
  6. Re:amaze vs Zendesk: Marketing Features
  7. Re:amaze vs Zendesk: Sales Features
  8. Re:amaze vs Zendesk: Pricing
  9. Re:amaze vs Zendesk: Is There a Clear Winner?

First and foremost, let us get to know the platforms better:

What is Zendesk?

It’ll be tough to find a helpdesk list out there without Zendesk mentioned on it. It is one of the most well-known and comprehensive help desk platforms on the market today.

If you need a tool to keep track of all of your customer interactions in one place, Zendesk has a wide range of features that make it an excellent choice for small and medium-sized businesses.

The user interface is straightforward and easy to use, allowing your team to get up and running quickly. It is also compatible with a wide range of third-party apps.

For setting up, they also provide comprehensive tutorials and a user-friendly help center.

The Zendesk help desk pricing plans begin at $49 per user/month. They also offer a free trial to test out all of the features.

What is Re:amaze?

Re:amaze is a comprehensive customer service, live chat, and helpdesk platform used by companies such as Boley, GoodDoll, and Enervee.

Its features allow you to connect with customers across multiple channels, set up chatbots, streamline workflows, collect customer satisfaction ratings, and so on.

A standout feature is their AI-powered Intents, which help accurately classify support messages and predict customer sentiments.

We discovered that the platform is also user-friendly and easy to train new employees on. Re:amaze offers a 14-day free trial and their basic plan costs $29 per month per user.

Re:amaze vs Zendesk: A Quick Comparison

Here’s a quick rundown:

 

Re:amaze

Zendesk

Pricing Starts At $29 per user, per month $49 per user, per month
Features Multi-Channel Communication Email, voice, SMS and live chat support
  Unlimited Email Inboxes Social Media Integration
  Social Integrations Workflow Management
  Advanced Reports Reporting & Statistics
  Custom Domains Third-Party Integrations
  Automated Routing Mobile Access
  Canned Responses Templates
  FAQ and Push Campaigns Activity Dashboard
Free trial 14-day free trial 30-day free trial
Rating 4.6/5 4.3/5

Re:amaze vs Zendesk: Live Chat Features

Features Re:amaze Zendesk
Response Templates
Social Media Channels
Chat notifications
Chatbots
Proactive Messages
Concurrent Chats
Automatic Translation ✅(Integration)
Conversation Rating
Web Widget
Transfers Between Agents and Departments 
Conversation Tags
Customizable Offline Form 

Response Templates

Lets you create as many response templates/canned responses as your team requires. You can even categorize your response templates based on common themes.

Social Media Channels

The social media integration features enable you to communicate with customers no matter where they are. You can use this feature to import social media direct messages, tweets, post comments, account mentions, etc.

Chat notifications

When a message is sent by your customer, your team will be notified via the dashboard, email, and even the mobile app.

Chatbots

This allows you to deploy custom chatbots. The best part is that they require no programming, training, or additional development work on your part. Some of the Pre-built chatbots for Re:amaze include the Hello Bot, Order Bot, and FAQ Bot. Zendesk comes with the Answer Bot, and also lets you connect any existing bot to your helpdesk. 

Cues (Proactive Messages)

Cues allow you to send messages/prompts/notifications to online customers proactively. You can also assign custom chatbots to each cue.

Concurrent Chats

This enables your agents to have a number of different chats open at the same time. The chat dashboard includes an agent concurrency tab that displays how many chats agents are engaged in at the same time, broken down by hour and day.

Automatic Translation

Live chat conversations are automatically translated within the dashboard. The Web Widget embedded in a website also displays text in the end user’s language, based on the language of their browser.

Conversation Rating

This allows customers/visitors to rate and provide feedback about their chat experience.  During or after a chat session, visitors can rate the chat as Good or Bad.

Web Widget

This is an application that you embed in your web page that gives customers access to your help center and the agents in your support channels.

Transfers Between Agents and Departments 

You can transfer a session to a group, another agent, or an external number. When you transfer the session directly to an agent, you can consult with the other agent before handing off the chat. 

Conversation Tags

Chat tags are labels that you apply to chat sessions to help you categorize and sort them so you can better understand your traffic and support needs.

Customizable Offline Form 

Customers can use this feature to send an offline message via the chat widget. The offline message is then saved in your chat history, with a copy sent to the agent.

Re:amaze vs Zendesk: Customer Support Features

Features Re:amaze Zendesk
Ticketing System
SMS and Voice Channels
Customer Intents
Integration Options
Public/Internal FAQ
Customer Satisfaction Surveys
Customizable Staff Roles
Advanced Reporting
Email Integration
Call Routing
Unified Agent Workspace

 

Ticketing System

An integrated system to engage customers through different channels and easily convert them into tickets. 

SMS and Voice Channels

You can integrate SMS and voice channels into your helpdesk to improve the customer relationship experience.

Customer Intents

With this feature, you can create automated workflows to handle specific customer intents. This plan allows you to create customer intents such as refund intent, exchange intent, product complaint intent, and so on. You can also manually train an intent for unique messages.

Integration Options

This allows you to integrate the helpdesk directly into your website as well as a large number of third-party pages and apps.

Public/Internal FAQ

This feature allows you to create FAQs that can be deployed in a variety of formats. Another option is to create a separate website to which you can direct your customers. You can also publish internal FAQ articles for staff members.

Customer Satisfaction Surveys

Allows you to send automated satisfaction surveys to your customers. After a chat has ended, you can also conduct satisfaction surveys directly within the chatbox. The results can later be analyzed. 

Customizable Staff Roles

This feature allows you to assign different functions/roles to staff members in a flexible manner. You can also customize permissions settings for each role to control access to specific information or data.

Advanced Reporting

Includes advanced reporting features like Workflow Report, Appreciations Report, Satisfaction Rating Report, and so on.

Email Integration

This allows you to provide email support without having to set up your own mail server.

Call Routing

With this feature, you can direct incoming calls to only the agent groups you specify.

Unified Agent Workspace

An Agent Workspace allows agents to work seamlessly across multiple channels from a single ticket interface. Your agents will no longer have to switch between dashboards in order to view and track customer issues. 

Re:amaze vs Zendesk: Marketing Features

Features Re:amaze Zendesk
Market Across Multiple Platforms
Bulk Emailing
Customised Notifications
Document Storage
Push Campaigns
UTM Parameters
Campaign Analytics

 

Market Across Multiple Platforms

This feature allows you to send out customizable messaging, buttons, and call-to-action links across multiple platforms that match the look and feel of your brand.

Bulk Emailing

This feature allows you to send an email to a large number of recipients at once. This can be used to promote new products/services in your marketing campaigns.

Customized Notifications

Custom notifications enable your team to stay on top of account activity by configuring personalized alert options for various workflows.

Document Storage

This enables your team to upload and attach documents to a shared storage space that many team members use on a regular basis. These documents can be attached to leads, contacts, and deals, as well as included in emails.

Push Campaigns

This feature enables you to market directly to your customer base via push notifications. You can send a message promoting a new product, increase sales, and so on using Push Campaigns notifications.

UTM Parameters

Re:amaze appends on UTM parameters to your Push Campaign’s primary link. This allows you to see any traffic directed to your primary link in Google Analytics.

Campaign Analytics

After a Campaign is sent, Re:amaze Push Campaigns will display the total number of people who received the notification as well as the bounce rate.

Re:amaze vs Zendesk: Sales Features

Features Re:amaze Zendesk
Live Dashboard
Real-time Customer Monitoring
Proactive Messaging 
Peek (Live Screensharing)
Video Calls
Customizable Deal Pipeline
Lead and Deal Scoring 
Task and Appointment Setting
Sales Triggers
Pre-built Sales Dashboards 
Sales Forecasting 

 

Live Dashboard

A live dashboard can be used as a real-time monitoring tool and, a proactive messaging channel for your sales team. The dashboard allows you to see the total number of customers who are currently active and online for your website or app.

Real-time Customer Monitoring

Your sales team will also have access to a list of currently online users, which includes their local timezone, geolocation, current URL, and a list of historical activity events.

Proactive Messaging 

At any given moment, you or your teammate can choose to message customers or guest users who start browsing your website or app with a real-time cue.

Peek (Live Screensharing)

With this plan, you can provide screen-sharing assistance to your website visitors and customers. You can also easily view and interact with your visitor’s web browser.

In-Chat Video Calls

While chatting with customers, your agents can also initiate an instant video call. This enables live guidance, informational sessions, personalized shopping experiences, etc.

Customizable Deal Pipeline

You get to customize how deals move through your pipeline by customizing pipeline stages to reflect your sales cycle. You will also be provided with a high-level overview of your sales pipeline.

Lead and Deal Scoring 

This feature can assist your sales team in focusing on the most important sales opportunities. It lets you define scoring formulas to help determine if your leads are good, or not.

Task and Appointment Setting

Your sales team can set up and manage appointments and tasks for your leads, contacts, and deals. Your appointments and tasks are tracked along with all the other required information.

Sales Triggers

Let’s you set up sales triggers to automate specific parts of each sales rep’s workflow. Trigger actions are carried out whenever a specific event occurs and the predefined conditions are met.

Pre-built Sales Dashboards 

You can set up dashboards with sales metrics that enable you to view, share, and customize reports that provide an overview of your sales data.

Sales Forecasting 

This feature provides you with data points to help you forecast future sales, cash flow, and which deals may require additional attention.

Re:amaze vs Zendesk: Pricing

Re:amaze Pricing Structure

Reamaze currently offers three different pricing plans: Basic, Pro, and Plus. Their pricing applies the pay-per-agent subscription model.

  • The Basic plan is Re:amaze’s entry-level pricing plan. This plan costs $29 per user, per month.
  • The Pro plan costs $49 per user, per month. This plan includes all of the Basic plan features.
  • The Plus plan costs $69 per user, per month. This plan includes all of the Basic and Pro plan features.

All of their plans include essential features like live chat, social media, SMS and voice channels, Chatbots, performance reports, etc. These features are adequate for handling the majority of your customer support needs if you are a small customer support team that is just getting started.

Want to know more about the detailed pricing breakdown of Re:amaze? Then, go through our post on Re:amaze Pricing: Which Plan Is Best for You? [Complete Breakdown]

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Zendesk Pricing Structure

Zendesk offers multiple pricing plans based on requirements. Their pricing also applies the pay-per-agent subscription model.

  • The Team plan costs $49 per user, per month. This is the starting plan for the Zendesk Suite
  • The Growth plan costs $79 per user, per month. This plan includes all of the Basic plan features.
  • The Professional plan costs $99 per user, per month. This plan includes all of the Basic and Pro plan features.

The price breakdowns on Zendesk can get quite specific depending on the solutions and features you’re looking for. If you’re looking for a basic support solution, they have a limited plan that starts at $19 per agent per month.

Interested in some of the earlier discussed sales and marketing features? you’ll have to opt for Zendesk Sell(The Zendesk Sell Team plan starts at $19 and goes up to $99 per agent/month). 

If you want an all-in-one platform with customized features, they even have an enterprise-ready plan. (The plan begins at $215 per agent per month.)

Want to know more about the detailed pricing breakdown of Zendesk? Then, go through our post on Zendesk Pricing: What Will It Cost You, And Is It Worth It?

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Re:amaze vs Zendesk: Is There a Clear Winner?

As you can see, both Re:amaze and Zendesk are impressive in their own right, and the decision between the two is entirely dependent on your company’s needs.

Have a look at these points before you opt for one:

  • Zendesk is one of the most well-known helpdesk platforms on the market today. However, it tends to perform better for larger multiple team instances where tickets must be assigned among a large number of employees. If you have a phone-centric support team that requires a highly configurable solution, Zendesk can help you a lot.
  • Re:amaze, on the other hand, has distinct advantages. It works best as a low-cost help desk ticketing system with flexible pricing. If you’re a small business looking to get started, Re:amaze’s features like live chat, a help desk, chatbots, FAQ articles, and reporting will most likely be more useful.

Both platforms are well-designed helpdesk platforms that offer a wide range of additional integrations and features to help your team better navigate its communication strategy.

Bottom Line:

So, between Re:amaze and Zendesk, which is the right tool for your company?

Simply put, Re:amaze is better suited for smaller eCommerce businesses, whereas Zendesk is better suited for non-eCommerce businesses, particularly enterprises. We hope this guide cleared up some questions and made it easier to choose a platform. 

If you want to make it easier for customers to contact your service team while also empowering your support reps to provide the best service possible, the Helplama helpdesk could be the platform for you. It is a multi-channel customer service help desk designed for small businesses and enterprise teams. The platform is designed to be cost-effective, easy to set up, and most agents can get started on Helplama with little to no training.

So, what are you waiting for?

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