There are a number of competitors to Zendesk, including our own product, Keeping™
In this article we will look at how Keeping™ competes with Zendesk as well as two other products on the market, namely Zohodesk and Freshdesk.
Competition to Zendesk #1: Keeping™
– You can keep using your current mailbox
Your customers already email you and you should not be forced to migrate your support channel to an external help desk such as Zendesk.
Keeping™ adds help desk functionalities you need directly inside your current mailbox. It’s a customer support tool that integrates within Gmail/Google Apps.
It essentially turns any Gmail/Google Apps account into a shared mailbox built for teams. It allows your team to manage customers support more efficiently directly from their current email accounts without having to use an external help desk.
– Your data is never held ‘hostage’
Unlike Zendesk, Keeping™ doesn’t lock you into being forced to using its service if you want access past data and messages.
With Keeping™ the conversations you have with your customers always remain inside your current email accounts. If you ever decide to stop using our service, you’ll never loose any single email ever exchanged.
Zendesk on the other hand ‘holds your data hostage’ and past conversations are not easily exportable.
– Keeping™ is easier to use than Zendesk
Zendesk offers a myriad of features and options which may suit large enterprise clients but for the majority of businesses these features are actually useless.
they add complexity when training new staff and can become a nightmare when you setup your account.
Because Keeping™ works inside the same Gmail interface you love there is no tough learning curve and no need to spend time training your team.
Everything you love about Gmail continues to work: search, filters, contacts etc.
– It’s invisible to your customers
When your customers receive a response from Zendesk, they ‘really’ know that it comes from Zendesk. Not only there is Zendesk branding all over the place but meaningless case numbers are used.
Customer service is about making your customers feel listened to and building lasting relationships in the process. Responding to support emails should feel like a casual communication between two people who are acquainted with one another, not a robot auto-answering emails
With Keeping™ what is received by your customers are plain looking emails with no case number or help desk jargon.
– It’s cheaper than Zendesk
Keeping™ costs a fraction of what Zendesk costs. We are better priced for companies of all sizes. On average our customers save over 800$ per year.
Be aware that the free plan Zendesk offers is designed to lure you into using the system and getting locked-in. When you are forced to upgrade you will be surprise how expensive your free plan becomes.
At Keeping™ we have a straightforward and affordable pricing with an Unlimited plan which is capped so that you can grow without having to worry about additional costs as you start adding agents and mailboxes.
– We help of all of our customers
Unlike Zendesk we don’t discriminate who we assist. We offer the same priority support to all of our customers irrespective if they are on our cheaper or more expensive plan.
Our team is always just an email away and we are happy to jump on a call to help you resolve any issue you have.
Competition to Zendesk #2: Zoho
Zoho is a cloud-based customer support solution capable of handling multiple channels, like phone, email, chat, and social media.
Zoho is a workflow-based product: it has dashboards for monitoring support metrics against KPIs and is capable of managing tickets in addition to service escalations. This cloud-based customer support solution offers integration to Zoho CRM for customer management, and it’s easily customizable.
You’ll have access to a free trial of ZohoSupport, which also includes a limited-features free addition for your customers.
In order to improve customer support, the Zendesk customer support solution provides community forums for both agents and customers to interact; plus, it also includes a knowledge base for agents to access when handling common problems. You can even track support performance with Zendesk because you’ll be provided with data analytics with access to industry benchmarks. Zendesk’s product is scalable to any size required for customer support, and you’ll be offered a free product trial.
Competition to Zendesk #3: Freshdesk
With Freshdesk you receive support for service level agreements (SLAs), clarifying the support levels to be offered to customers. In addition, this product has a Canned Responses feature which provides standard responses to be sent out for familiar service requests, thus saving your agents’ time, and a Suggested Solutions feature which offers recommended actions for certain customer requests. There’s also a Gamification feature with Freshdesk, designed to both improve response time and entice customer service personnel to compete with each other to achieve recognition.
You can see how Keeping™ compares to other help desks, on our Why Switch page.