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UserVoice vs Zendesk: What are the differences?
## UserVoice vs Zendesk
UserVoice and Zendesk are both popular customer support platforms used by many businesses. Despite having overlapping features, they also have some key differences that set them apart. Below are the top 6 key differences between UserVoice and Zendesk:
1. **Support Channels**: UserVoice primarily focuses on providing a platform for collecting and managing customer feedback, while Zendesk offers a wider range of support channels including email, chat, phone, and social media integration. This difference makes Zendesk more versatile in handling customer inquiries across various platforms.
2. **Ticket Management**: Zendesk excels in ticket management with advanced features like custom ticket views, SLA management, and automation workflows, making it more suitable for larger support teams. UserVoice, on the other hand, offers a simpler ticketing system geared towards collecting feedback rather than resolving support tickets.
3. **Knowledge Base**: Zendesk provides a robust knowledge base system with the ability to create and manage articles for customers to self-serve, whereas UserVoice offers basic knowledge base functionality with fewer customization options. Businesses looking for an extensive self-service support system may prefer Zendesk for this reason.
4. **Reporting and Analytics**: Zendesk offers more comprehensive reporting and analytics capabilities, allowing businesses to track key support metrics and performance indicators in real-time. UserVoice provides basic analytics on customer feedback but lacks the depth and detail found in Zendesk's reporting tools.
5. **Integration Options**: Zendesk offers a wide range of integrations with other business tools and platforms, making it easier to streamline support processes and workflows. UserVoice has fewer integration options available, which may limit its compatibility with the existing tech stack of some businesses.
6. **Customization and Branding**: Zendesk allows for more extensive customization in terms of branding, ticket forms, and workflows, enabling businesses to tailor the support experience to fit their unique brand identity. UserVoice offers limited customization options, which may be restrictive for businesses looking to create a seamless, branded support environment.
In Summary, while both UserVoice and Zendesk offer valuable support solutions, businesses should consider their specific needs in terms of support channels, ticket management, knowledge base capabilities, reporting, integrations, and customization to choose the platform that best aligns with their requirements.
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 UserVoice
- Feedback tool40
- Easy setup27
- Free23
- Support tool15
- Knowledge Base14
- Easy10
- All-in-one7
- Customizable5
- Widget stays out of your way3
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
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Cons of UserVoice
- Wish users could auth with our app instead of UserVoice1