Related Reading: Best Alternatives To Help Scout 3. ![]() Test drive Zendesk for free using TestBox and compare it side-by-side with other popular customer support tools. If having a wide variety of support channels is your big focus, Zendesk clearly wins out while Help Scout meets the minimum. We give Help Scout a score of 7 and Zendesk a score of 10. You’ll be able to do things like switch your phone provider away from Zendesk Talk or integrate with Google Business to bring in your page reviews and questions. Zendesk also has a number of third-party integrations to extend your channel functionality. ![]() Their optional Talk feature lets you add SMS messages as well. In addition to our minimum channels, they also have built in connections with Twitter, Instagram, WhatsApp, and Facebook to allow you to manage both public posts and private messages. Zendesk is a leader in omnichannel support, and their supported channels show that. What about other channels, though? Help Scout does offer built-in integration with Facebook Messenger, but for other channels like WhatsApp or SMS, you'll need a third-party integration with something like Sunshine Conversations. Help Scout obviously received a check mark for the minimum channels, albeit with an asterisk on phone. * Help Scout itself doesn't provide any kind of phone service, but you do have the ability to create phone conversations to capture notes and make sure your customer's history contains what was discussed. However, we're impressed if there are additional channels, such as public and private social media messaging, that don't require third-party integrations, SMS, or WhatsApp. We expect to see at least email, chat, and phone as supported channels in any support platform, and in this case, Help Scout and Zendesk meet those needs. By this, we mean which ones each platform offers - especially of the most commonly needed types. The next feature up for discussion is the communication channels each support software offers. Related Reading: Best Alternatives To Zendesk 2. Test drive Help Scout for free using TestBox and compare it side-by-side with other popular customer support tools. If a clear, easy-to-use interface for agents and admins is your main goal, Help Scout is the clear winner. We give Help Scout a score of 9 and Zendesk a score of 6. The sidebar of settings keeps scrolling for a while, and I personally find it difficult to find anything without using their settings search. While each specific setting isn’t overwhelming, there are quite a lot of them. For agents, a ticket view shows you all the information you could need in just a simple scan:Īdmins, though, may find Zendesk overwhelming. One of Help Scout's big selling points is its intuitive interface, and it doesn't disappoint. ![]() How easy is it to see the needed information and reply quickly? How easily can you get to team reporting and monitor all your various metrics? What is the experience involved in operationally managing areas like automations and platform settings? Help Scout When we're talking about "ease of use," we're looking at it from the lens of three different roles: agents, managers, and operations. We want you to find the perfect help desk solution for your customer support needs. In this head-to-head comparison of Help Scout vs Zendesk, we'll be rating each tool on the following parameters: ease of use, support channels, help center capabilities, automations, reporting, tagging and organizing tickets, popular integrations, interface options, level of provided service, and pricing.Įach parameter will get a score on a 1-10 scale, and we'll also share how we came to those conclusions so you can make your own informed choices between Help Scout and Zendesk.īy scoring each category and sharing our thoughts, we hope to make your research and decision-making easier. Our free software lets you test and compare popular tools side-by-side, and our guides are designed solely to give you the information you need to decide which tools you want to test and to help you make an informed software decision. Our goal at TestBox is to help software buyers find the absolute best tools for their company. Why you can trust TestBox's guides: Unlike other publications, we have no incentive to encourage you to buy a specific tool. We will explore each platform's unique features, pricing, and overall user experience, providing all the information to help you decide if Help Scout or Zendesk is better for your organization. ![]() Want to understand how I got to this conclusion? In this blog post, we will comprehensively examine both Help Scout and Zendesk, comparing their strengths and weaknesses.
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