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Comparing the Most Popular Digital Customer Service Tools

Most helpdesks use the ticket system to meet customer requests. A ticket is the way that software transforms customer requests into tasks. These digital tools also organize the customer response process.

At DIGITAL55 we have analyzed some of the most popular e-commerce tools for customer service, both from a business and functional perspective.

SECTORAL ANALYSIS

ZENDESKGORGIASINTERCOMHELPSCOUTHAPPYFOX
Foundation20072015201120112011
HeadquartersSan Francisco, California, USANew York, USASan Francisco, California, USABoston, Massachusetts, USAIrvine, California, USA
EmployeesBetween 1000 y 500010Between 100 y 250Around 100Around 50
FinancingSix financings, total of $85,5MTwo financings, total of $1,6MSix financings, total of $115,75MFive financings, total of $12,98MNo public data
AcquisitionsZOPIM and BIME Analytics for $29,8M y $45M
Kinds of clientsAll kinds of companiesSMEsAll kinds of companiesSMEs, freelancersAll kinds of companies
Payment typeMonthly and and annual subscriptionMonthlyMonthly and and annual subscriptionFree and monthlyMonthly and and annual subscription
Available devicesWeb, Windows, Linux, Mac, iPhone, iPad, AndroidWebWeb, App de Intercom for iOS and AndroidWeb, Windows, Linux, Mac, iPhone, iPad, Android, Windows MobileWeb, Windows, Linux, Mac, iPhone, iPad, Android

MARKET ANALYSIS

To give an overall idea of the volume and size of the five companies, below are some charts comparing financing and number of employees.

Looking at the companies’ size, Zendesk stands above the rest. It seems logical, since it takes the longest time between the helpdesks analyzed in the article, whereas Gorgias takes the least time and also has fewer employees. This information can give us an idea of the market share that each of these companies can have

NOTE: numbers in millions of dollars.

In the case of Happyfox, there is no public information about financing. One observes that there are two companies that exceed the volume of financing compared to the others. Intercom is first with $115.75M, and Zendesk with $ 85.5M. Intercom has had more funding, is a newer company, and has fewer employees than Zendesk, thus demonstrating its growth.

COMPARING FUNCTIONALITIES

ZENDESK

The customer has a wide range of products to choose what suits them according to their preferences.

The main company is Zendesk Support, which offers a multi-channel customer service that allows an organization and tracking of the tickets that the agent has. That is, a way to communicate the incidents or doubts that customers have. Zendesk has five options to choose from.

Advantages: Possibly the most complete and best known of the helpdesks for customer service. Also, since 2015, it includes machine learning with predictive analysis for customer satisfaction services. It offers the possibility to try a demo. It has integrated with over 500 apps (Zendesk App Marketplace). It has the greatest product spectrum of those being compared.

Disadvantages: Prices may be somewhat higher than those of other customer support software.

Site: www.zendesk.es

GORGIAS

Gorgias offers a multi-channel ticketing system with unlimited representatives. That is, you pay for what you use. It is free up to 300 tickets a month. It also has integrated with social networks like Facebook through which you can get tickets when customers post on your page, comment on your post or send messages through Messenger.

It has two products:

  • – Gorgias Helpdesk: A multi-channel helpdesk integrated with your back-office.
  • – Gorgias Templates: An extension of Google Chrome that allows you to create text templates and insert them into conversations with clients.

Gorgias obtains information from CRM and e-commerce platforms about customers when they contact the company. Then, it analyzes these incidents and suggests answers and solutions for the clients. Gorgias Templates then generates digital templates, as previously mentioned, that tend to recurring concerns. It has integrated with Shopify.

Advantages: the website is simple and easy to understand. Recommended for start-ups that are beginning to grow. Their response service is multichannel, including customer service chat, Facebook, email, sms and phone calls. It has a free demo. They use machine learning and semantic analysis.

Disadvantages: Given that it is a newer company, your website may be a little short of services compared to other helpdesks.

Site: www.gorgias.io

INTERCOM

The distinctive feature of this helpdesk software is live chat support, which allows you to chat with customers directly or in groups from the company. It has an extensive database where customers can solve their doubts together and thus work more quickly. The prices range from $49 to $110 a month. Each package offers Standard and Lite. The Standard version increases the price of the package by $30.

Advantages: the website is very intuitive and concise with the information it offers. It has a free demo for 14 days.

Disadvantage: the price may be a little high, as there are other helpdesks that offer more variety of customer service.

Site: www.intercom.com

HELPSCOUT

It focuses its services on email, providing the customer with an inbox that can be shared with other users or with their own work team. This tool allows you to track the mail or conversations that the agent has had with the client, and assign the ticket to an agent other than the one that started the conversation.

It also integrates Live Chat, phone calls and voicemails in addition to email. This develops a more personalized form of customer service and does not focus only on the ticketing system.

They offer three different options:

  • Free:  Includes a shared inbox for your team with 3 users, unlimited messages, and a limited database of Docs, among other services.
  • Standard:  For $ 20 / user / month, it has 5 mailboxes in addition to the Free features. It also offers satisfaction ratings, integration with more than 40 apps, and others.
  • Plus:  For $ 40 / user / month, you have all the features of Standard, with a slight difference in features that focus on large work teams.

Advantages: it is one of the business softwares that has more integrations with e-commerce and customer support applications. It has a free plan that includes 3 users and 1 inbox. Includes a free demo for 15 days, but only for the Standard version. Their prices are flexible for small businesses that are just starting out, but they can also serve companies that are more established and want to start getting familiar with customer care software.

Disadvantages: It may be a bit short compared to the other client management systems analyzed.

Site: www.helpscout.net

HAPPYFOX

Happyfox is customer support software offering cloud support. It bases its service on the ticketing system.
They offer three different plans:

  • – Mighty: $39 staff/month.
  • – Fantastic: $59 staff/month.
  • – Enterprise: $79 staff/month.

All plans include common features like:

  • – SSl Security.
  • – Tickets
  • – Databases.
  • – Multilingual Support.
  • – iOS & Android apps.
  • – Automating Time Tracker.
  • – SLA Management.

Advantages: allows custom layout of your helpdesk. It has Social Media Integration that transforms messages with customers on Facebook and Twitter into tickets for the helpdesk. Allows you to prioritize tickets based on importance or seniority. It has a forum to solve the clients’ doubts with a very broad and categorized database. The web interface is simple and easy to understand, with well localized and structured information.

Disadvantages: The free demo is very limited.

Site: www.happyfox.com