SupportBee vs Zendesk

Overview

Zendesk

Stacks8.4K

Followers5.0K

Votes354

SupportBee

Stacks5

Followers6

Votes0

SupportBee vs Zendesk: What are the differences?

Developers describe SupportBee as "The easiest way to manage customer support emails". SupportBee intentionally mimics the email experience because both your team and your customers already understand email well. Tickets in SupportBee are either Unanswered or Answered. When they are created, they are unanswered. Once you reply, they are marked answered and taken off the screen for you to focus on the remaining unanswered tickets. If a customer replies, we mark the ticket unanswered again. You can also star a ticket if you have answered it but want to follow up later. On the other hand, Zendesk is detailed as "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.

SupportBee and Zendesk belong to "Help Desk" category of the tech stack.

Some of the features offered by SupportBee are:

Handle Multiple Email Addresses
HTML Email Ticketing
Lightning Fast Email Importing

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.

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Advice on Zendesk, SupportBee

Erman

Co-founder at Analyzify

Jul 2, 2022

Decided

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.

27k views27k

Comments

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

Comments

Detailed Comparison

Zendesk	SupportBee
Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies.	SupportBee intentionally mimics the email experience because both your team and your customers already understand email well. Tickets in SupportBee are either Unanswered or Answered. When they are created, they are unanswered. Once you reply, they are marked answered and taken off the screen for you to focus on the remaining unanswered tickets. If a customer replies, we mark the ticket unanswered again. You can also star a ticket if you have answered it but want to follow up later.
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.;	Handle Multiple Email Addresses;HTML Email Ticketing;Lightning Fast Email Importing;Embeddable Contact Form;Forward Emails & Create Tickets On Behalf of Customers;No Per Agent Fees;Auto-Refreshing Everything;Comments for Private Discussion;Groups & Labels;Reply Faster Using Snippets;Keyboard Shortcuts FTW!;Filters for Help Desk Automation;Webhooks & API;Insightful Reports;Customer History for Context;No SupportBee Branding
Statistics
Stacks 8.4K	Stacks 5
Followers 5.0K	Followers 6
Votes 354	Votes 0
Pros & Cons
Pros 135 Centralizes our customer support 73 Many integrations 60 Easy to setup 26 Simple 26 Cheap	No community feedback yet
Integrations
LiveChat Harvest Box Salesforce Sales Cloud BugHerd Woopra Mailchimp Olark Formstack Podio	Campfire Pivotal Tracker Highrise Trello

What are some alternatives to Zendesk, SupportBee?

UserVoice

UserVoice creates simple customer engagement tools that help companies understand and interact with their customers more positively and build customer relationships that last.

Help Scout

With best in-class-reporting, an integrated knowledge base, 50+ integrations and a robust API, Help Scout lets your team focus on what really matters: your customers.

Kayako

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.

Desk.com

Desk.com lets you see all your customers in one place and engage them across all your support channels (Twitter, Facebook, phone, email, chat and discussion boards) in one easy-to-use desktop. Be there for your customers — anytime, anywhere.

Groove

Build better customer experiences with Groove

FreshDesk

Freshdesk is an on demand customer support software that works across multiple support channels.

Zammad

It is a web based open source helpdesk/customer support system with many features to manage customer communication via several channels like telephone, facebook, twitter, chat and e-mails.

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

It builds a multi-channel helpdesk integrated with e-commerce merchants' back-office. It allows merchants to manage all their support from one place. It connects all business apps and all communication channels to provide support agents a unified view of their customers.

Related Comparisons

Some of the features offered by SupportBee are:

Handle Multiple Email Addresses
HTML Email Ticketing
Lightning Fast Email Importing

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.

SupportBee vs Zendesk