How many competitors does Zendesk have

Cloud tools for customer service

by Wyllie Diego
Retaining customers long-term to a company is often more difficult than winning new customers, although customer acquisition is usually more expensive. An efficient, friendly and above all competent customer service plays a decisive role in customer loyalty.
Because if you let your customers down when they have problems, do not react to their wishes and requirements or do not encourage dialogue with them, you can quickly lose them to the competition. After all, poor customer service is often the main reason customers become unfaithful. The good news: With the right help desk, ticketing and support tools, companies of all sizes can drive dialogue with their customers, collect feedback, reduce technical support requests and thus build better customer relationships.

Companies regardless of size and industry benefit from these systems. In the following, in addition to popular tools such as Zendesk and Desk.com, lesser-known solutions are listed that are nevertheless interesting and need not fear comparison with the top dogs on the market for customer service tools.

Zendesk

With "Zendesk" a first-class multi-channel solution for customer service is available from which small and medium-sized companies in particular can benefit. Originally from Denmark, the solution is now being further developed in Silicon Valley and is one of the most popular with over 30,000 customers worldwide Tools in this market segment.

Highlights: Zendesk promises to improve customer support across all channels. In addition to e-mail and telephone support, the software also supports customer communication via chat, its own website and on the social networks Twitter or Facebook. Customer communication is centralized in one place so that the entire support team can always access all customer-relevant information. The program is also designed for teamwork and offers numerous productivity tools to manage and process customer inquiries together.

Prices and availability: Corporate customers can choose between four different subscription packages. The cheapest starter package with only the basic features costs $ 20 a year and supports up to three support employees. In addition to the central web version, native apps are also available for all important mobile platforms (iOS, Android, Blackberry, Windows 7 and Amazon Kindle).

Conclusion: Zendesk is a feature-rich but simple help desk software that can help support teams to be more efficient in customer service while increasing customer satisfaction. If you want to be on the safe side and want to use a solution that has been tried and tested several times in practice, this is the right place for you.

  1. Zendesk
    Zendesk is a feature-rich but simple help desk software designed to help support teams become more efficient in customer service. If you want to play it safe and use a solution that has been tried and tested several times in practice, this is the right place for you.
  2. Jitbit Hosted Help Desk
    Jitbit's Hosted Help Desk is a more cost-effective alternative to Zendesk. The software scores points with a number of special features such as time recording or seamless integration options with popular Microsoft products.
  3. Desk.com
    You can expect above-average software quality from a provider like Salesforce.com, one of the cloud pioneers. Desk.com meets these expectations with a good mix of useful features, an appealing interface design and a lot of flexibility.
  4. Freshdesk
    Freshdesk has an extensive set of features that leaves little to be desired in terms of functionality. The tool can stand out from the competition with an interesting gamification module. This turns a rather boring task into a game in which the employees are to be motivated to perform at their best.
  5. Happyfox
    Happyfox is a promising service that offers great flexibility in mapping individual customer service processes. If you are looking for a simple solution that is easy to adapt, you might find it with this tool.
  6. Uservoice
    Uservoice offers the usual help desk features, but focuses on customer feedback and communication. This can primarily benefit companies that want to promote dialogue with their customers in mobile or web apps.

Jitbit Hosted Help Desk

The software house Jitbit from Texas offers with its "Hosted Help Desk" another ticketing system that presents itself as a serious and above all cheaper alternative to Zendesk.

Highlights: As far as functionality is concerned, the service offers all standard features that should not be missing in a modern help desk solution. This includes categories, tags and priorities to better manage support tickets, as well as a knowledge database with an integrated search engine and file attachments. In addition, Jitbit provides some features that are not available in every comparable product. Support agents can conveniently log their working times with the time recording module and analyze them using graphical reports. Another plus point that could be decisive for one or the other company: Since the system is based on Microsoft's .NET technologies, it offers seamless integration options with Microsoft Exchange and Active Directory.

Prices and availability: Jitbit offers simple pricing with four subscription plans for companies of all sizes: "Freelancer", "Startup", "Company" and "Enterprise". The monthly prices start at $ 29, while enterprise customers who employ more than 10 support staff have to put just under $ 200 per month on the table. In addition to the central web application, Jitbit provides a native app for iPhone and iPad (App Store link) free of charge. Users of other smartphones can use a version of the system that has been optimized for mobile browsers.

Conclusion: Jitbit's Hosted Help Desk is a more cost-effective alternative to Zendesk. The software scores points with a number of special features such as time recording or seamless integration options with popular Microsoft products.