GitHelp vs Kayako vs Zendesk

Overview

Zendesk

Stacks8.4K

Followers5.0K

Votes354

Kayako

Stacks12

Followers19

Votes23

GitHelp

Stacks4

Followers9

Votes0

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Advice on Zendesk, Kayako, GitHelp

Joshua

Product at Titan Casket

Jan 3, 2021

Needs adviceon

Shopify

We sell a high-touch, high ASP product (caskets) and have scaled to where we're adding several more customer service agents to our company. Customers often call or chat with us multiple times prior to the purchase and post-purchase, as these are emotional, time-sensitive purchases. Nearly every customer contacts us pre-purchase. We are a Shopify shop. Customer service is our brand.

We need a solution that allows whoever picks up the chat or phone to quickly see the history of that customer, their request, notes, and the status of their order. We need a powerful chat tool that can enable immediate engagement, have some basic automation, and allows users to drop in.

Finally, we also have some B2B customers (funeral homes) and expect this part of our business to grow significantly in 2021.

32.6k views32.6k

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Detailed Comparison

Zendesk	Kayako	GitHelp
Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies.	Kayako a customer service platform that helps businesses connect with their customers and deliver a better customer support experience over the web, email, live chat and phone. Kayako is available in the cloud and on-premise.	GitHelp is a new platform where developers can find solutions to their coding problems, share their experience, and connect with experts
Offer your customers a quick path to the answers they need with knowledge base and community features.;Zendesk takes customer communication from anywhere—your website, email, phone, Twitter, Facebook, and chat—and turns it into a ticket.;Zendesk simplifies your support team's workflow with custom automatic actions, meaningful organization, and streamlined systems for managing support content.;Customer Profiles- endesk provides your support team with a holistic view of your customers and their support issues. When working on a ticket, they will have instant access to unified customer information, be able to search the agent knowledge base, and pull relevant data from other areas of your business.;Have private discussions within your organization, collaborate internally with other departments, or call on the expertise of external business partners—all in one threaded dialogue.;Mobile- Zendesk offers native mobile apps for iPad, iPhone, Android, Windows Phone, Blackberry, and Kindle Fire. Your support team has full agent capabilities on their device and can receive push notifications.;Analytics- Measure your customers' satisfaction and the performance of your support team—and create custom reports with data and insights for your business.;	Support ticketing with email integration;Live chat widgets for your helpdesk and your website;Real-time visitor monitoring;Track and record phone calls;Rich self-service helpdesk;Advanced ticket workflows, rules and automations;Custom fields for tickets, chats and customers;Rich customer and organization profiles for CRM;Support for multiple plans;Manage ticket reply and resolution deadlines;Define business hours for accurate performance tracking;Automatic escalation rules ensures nothing slips through;Native mobile apps for iOS, Android, Windows and Blackberry;Mobile live chat with the Jabber gateway;100+ out-of-the-box helpdesk reports;Build custom reports with the Kayako Query Language;Schedule reports to be automatically delivered to your inbox;Multi-lingual customer support and localizations;Full control over the look and feel of the helpdesk;REST API, integrates with your apps and backend systems	GitHub Integration;Matching;Relevant Content;Collaboration;Code Sharing;Flexible Pricing;1:1 Sessions;CLI
Statistics
Stacks 8.4K	Stacks 12	Stacks 4
Followers 5.0K	Followers 19	Followers 9
Votes 354	Votes 23	Votes 0
Pros & Cons
Pros 135 Centralizes our customer support 73 Many integrations 60 Easy to setup 26 Simple 26 Cheap	Pros 3 OS independent frontend 3 Customers can use it easily 3 Unlimited custom fields on forms 3 Easy to customize 3 Possible to host on your own	No community feedback yet
Integrations
LiveChat Harvest Box Salesforce Sales Cloud BugHerd Woopra Mailchimp Olark Formstack Podio	No integrations available	Slack GitHub

What are some alternatives to Zendesk, Kayako, GitHelp?

UserVoice

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Groove

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FreshDesk

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Zammad

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Vision Helpdesk

It is an all-in-one Help Desk platform for businesses of all sizes. In addition to its basic help desk capabilities, it offers ITSM Service Desk Software & Live Chat Software.

Jitbit Helpdesk

Jitbit is a ticketing system for customer service teams, offered both as a "SaaS" cloud hosted solution, and an "on-premise" version that you can install on your own server. Has everything you'd expect from a help desk software, but lowest possible price.

Gorgias

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Jira Service Desk

It lets you receive, track, manage and resolve requests from your team's customers. It is built for IT, support, and internal business teams, it empowers teams to track, prioritize, and resolve service requests, all in one place.