Difference Between Help Scout vs Zendesk

Any organization's expansion includes the duty to satisfy clients in order to improve its reputation in the marketplace. Companies use helpdesk software to complete these activities efficiently. Customer service tasks are served by help desk software. A single point of contact can be used for a wide range of functions, such as message organization, data exchange, feedback collection, etc. Given how popular Zendesk and Help Scout are, let's compare them to determine which is best.

What is Helpscout?

Help Scout is a help desk system designed to handle customers effectively by providing them with simple solutions to their problems. In order to offer client management solutions, Nick Francis, Jared McDaniel, and Denny Swindle established the Help Scout business in Massachusetts in 2011. It makes use of an email-based service system that makes status monitoring simple.

Examples

• Trello: Trello uses Help Scout to offer its users excellent help, guaranteeing that their questions are answered quickly.
• Zapier: Help Scout is used by Zapier, an automation platform, to optimize customer support processes and effectively address customer enquiries.

Benefits of Help Scout

• It allows you to manage numerous services with a single account by supporting the multiple mailboxes feature.
• Better security is provided by its single sign-on feature.
• Ticket monitoring allows you to see the current status of a customer's issue.

Drawbacks of Help Scout

• There is no virtual assistance offered by it.
• Instagram and other social media integration are unavailable.

What is Zendesk?

A computer program called Zendesk, released in 2007, uses a ticketing system to provide customers with helpdesk services. Software is a technique that this commercial enterprise offers to its customers. California's San Francisco serves as its headquarters. It provides detailed blueprints based on the preferences of the client. There are numerous languages in which Zendesk can be found.

Examples

• Refund: When a customer files a Zendesk ticket asking for a refund, the support staff handles it right away.
• Inquiry: An agent responds in-depth to a customer's Zendesk chat question regarding a product feature.

Benefits of Zendesk

• Self-service features are offered.
• External plugins can be used to improve characteristics.
• The community supports it well.

Drawbacks of Zendesk

• Two-direction sync features are unavailable.
• Tickets cannot be filtered using features like sorting and searching.

Difference between Help Scout and Zendesk

Conclusion

When comparing Zendesk with Help Scout, it is obvious that Zendesk is a better option because it is affordable, offers a community forum, and serves a wide range of customers. However, Help Scout lacks a community forum and only offers three pricing levels, while being simple to set up and offering outstanding services.