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UserVoice

354
127
+ 1
144
Zendesk

5.7K
2.9K
+ 1
340
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UserVoice vs Zendesk: What are the differences?

Developers describe UserVoice as "Customer service and customer feedback tools that don't suck". UserVoice creates simple customer engagement tools that help companies understand and interact with their customers more positively and build customer relationships that last. 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.

UserVoice and Zendesk can be categorized as "Help Desk" tools.

Some of the features offered by UserVoice are:

  • Billed Monthy
  • Billed Annually
  • Feedback Forums

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.

"Feedback tool" is the top reason why over 38 developers like UserVoice, while over 128 developers mention "Centralizes our customer support" as the leading cause for choosing Zendesk.

Uber Technologies, Dropbox, and Pinterest are some of the popular companies that use Zendesk, whereas UserVoice is used by StackShare, Mailgun, and Accenture. Zendesk has a broader approval, being mentioned in 1845 company stacks & 183 developers stacks; compared to UserVoice, which is listed in 165 company stacks and 23 developer stacks.

Advice on UserVoice and Zendesk
Joshua Siegel
Product at Titan Casket · | 4 upvotes · 11.7K views

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.

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Replies (2)
Recommends
FreshDesk

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

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Pamela Pierce
President at Learn About Green LLC · | 3 upvotes · 2K views
Recommends
ActiveCampaign

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.

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Pros of UserVoice
Pros of Zendesk
  • 40
    Feedback tool
  • 27
    Easy setup
  • 23
    Free
  • 15
    Support tool
  • 14
    Knowledge Base
  • 10
    Easy
  • 7
    All-in-one
  • 5
    Customizable
  • 3
    Widget stays out of your way
  • 131
    Centralizes our customer support
  • 70
    Many integrations
  • 58
    Easy to setup
  • 25
    Simple
  • 25
    Cheap
  • 11
    Clean
  • 6
    Customization
  • 4
    Woopra integration
  • 4
    $1 Starter Pricing Plan
  • 3
    Proactive Customer Support
  • 1
    Charitable contribution to SF hospital for $20 plan
  • 1
    Full of features
  • 1
    Remote and SSO authentication with CMSs like WordPress
  • 0
    Integrations

Sign up to add or upvote prosMake informed product decisions

Cons of UserVoice
Cons of Zendesk
  • 1
    Wish users could auth with our app instead of UserVoice
    Be the first to leave a con

    Sign up to add or upvote consMake informed product decisions

    What is UserVoice?

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

    What is Zendesk?

    Zendesk provides an integrated on-demand helpdesk - customer support portal solution based on the latest Web 2.0 technologies and design philosophies.

    Need advice about which tool to choose?Ask the StackShare community!

    What companies use UserVoice?
    What companies use Zendesk?
    See which teams inside your own company are using UserVoice or Zendesk.
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    Sign up to get full access to all the companiesMake informed product decisions

    What tools integrate with UserVoice?
    What tools integrate with Zendesk?

    Sign up to get full access to all the tool integrationsMake informed product decisions

    What are some alternatives to UserVoice and Zendesk?
    Intercom
    Intercom is a customer communication platform with a suite of integrated products for every team—including sales, marketing, product, and support. Have targeted communication with customers on your website, inside apps, and by email.
    Get Satisfaction
    Get Satisfaction helps companies build better relationships with their customers and prospects
    Aha!
    Set product strategy, visualize and share roadmaps, and articulate features so your product development teams can build what matters.
    FreshDesk
    Freshdesk is an on demand customer support software that works across multiple support channels.
    UserEcho
    It gives you the opportunity to create a modern support portal in a few minutes, includes Community forums, Helpdesk, Knowledge Base and Live Chat.
    See all alternatives