Need advice about which tool to choose?Ask the StackShare community!
Reamaze vs Zendesk: What are the differences?
What is Reamaze? Helpdesk for sites and apps simplified. Reamaze can handle your support@ email box just as well as it can handle your in-app support and live chat. Or Facebook Page. Or Twitter handle.
What is Zendesk? The leading cloud-based customer service software solution. Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies.
Reamaze and Zendesk belong to "Help Desk" category of the tech stack.
Some of the features offered by Reamaze are:
- Roll our support UI into your online store, SaaS, site, or support portal with a few snippets.
- Plug us in with your Slack, Magento, Hipchat, or Shopify. Or build on top of our API.
- Deliver a seamless experience for your customers. Without sacrificing features for your team.
On the other hand, Zendesk provides the following key features:
- 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.
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.
Hey Joshua,
Would recommend using Freshdesk as your tool of choice. It has a direct integration with Shopify and other tools including powerful B2B customer handling. It also satisfies all the requirements you’ve outlined including order history, interaction history, notes, tickets etc. Along with Omni channel integrations with chat (their own or other chat solutions), email, phone and so on.
My company, JindalX can help you set up your customer service automation and journeys along with helping handle any extra volume through our own customer service reps if required. Can provide you with a free assessment if needed? Let me know, I’m contactable at madhav.garg@jindalx.com
Best, Madhav
ActiveCampaign can do all of this for you. They have really great support. Their automation is second to none. They have a chat bot capability. They also have an integrated capability where you see everything related to the one customer in one spot - all their interactions with you, and can move the customer through your custom stages. If you do go with ActiveCampaign, I HIGHLY recommend that you take their paid training. It will really help you get up faster and understand the product deeper, and not waste time. I think they have the training every month. ActiveCampaign is difficult to learn on your own since it is so full featured. Sign up for a trial through a salesperson and then ask if it is possible to get in the class for less money. ActiveCampaign integrates with Shopify also.
If you don't go with ActiveCampaign, then Zoho would be my second choice. But their support and quality is not as good, they feel like a new product even though they have been in business a while. You keep having to get around their bugs, which you can, it is just annoying. ZohoOne may be less expensive than ActiveCampaign.
Both products are so full-featured that they both take quite a while to learn.
We needed a sophisticated help center solution as we provide extensive support with 3 support team tiers. Intercom is more about messaging and automation. We needed sub-tickets, tasks, reminders, SLAs, automation, and strong API connections. That's why we have chosen Zendesk and we are quite happy with that.
Pros of Reamaze
Pros of Zendesk
- Centralizes our customer support135
- Many integrations73
- Easy to setup59
- Simple26
- Cheap26
- Clean12
- Customization7
- $1 Starter Pricing Plan5
- Woopra integration4
- Proactive Customer Support3
- Remote and SSO authentication with CMSs like WordPress1
- Charitable contribution to SF hospital for $20 plan1
- Full of features1
- Integrations0
