How To Choose A Helpdesk Provider
Choosing the right helpdesk provider is a critical decision for any business that values customer service.
With numerous solutions available, it can be hard to find the best fit for your company. We will be focusing on four of the most popular today: Zendesk, Intercom, Gorgias and Zoho Desk. This guide will help you navigate the key factors to consider, focusing on these leading providers and how to align their features with your business needs.
Understanding Your Specific Needs
Before selecting a helpdesk provider, it's essential to understand your specific business needs. Customer support requirements can vary significantly depending on the industry, company size, and customer expectations.
For example, Zendesk and Intercom are often favored by larger enterprises due to their extensive customization options and scalability. In contrast, Gorgias specializes in e-commerce, offering robust integrations with platforms like Shopify, while Zoho Desk is ideal for small to medium-sized enterprises looking for cost-effective and versatile solutions.
Consider your business size, the volume of customer inquiries, and the types of channels you want to support (e.g., email, chat, social media). Aligning these needs with the capabilities of the helpdesk providers is crucial to making an informed decision.
Overview of Popular Helpdesk Solutions
Zendesk
Zendesk is a well-established helpdesk solution known for its powerful ticketing system, multi-channel support, and extensive customization capabilities. It offers a comprehensive suite of tools that can scale with businesses, making it a top choice for enterprises looking for reliability and flexibility. Zendesk's AI-powered features and automation tools streamline workflows and improve agent productivity.
Intercom
Intercom stands out for its customer messaging platform that integrates seamlessly with various business operations. It provides live chat, in-app messaging, and email integration, making it a suitable choice for businesses that want to maintain personalized customer relationships. Intercom's strength lies in its ability to offer tailored customer experiences, supported by its robust analytics and automation capabilities.
Gorgias
Gorgias is a specialized helpdesk solution tailored for e-commerce businesses. It integrates deeply with e-commerce platforms like Shopify, Magento, and BigCommerce, offering unique features such as revenue tracking and order management. Gorgias focuses on streamlining customer support and increasing sales by providing agents with comprehensive customer data directly from the helpdesk interface.
Zoho Desk
Zoho Desk offers a versatile and cost-effective helpdesk solution for small to medium-sized businesses. Zoho has a kanban style view compared to the standard helpdesk view of Zendesk and Intercom. With a focus on simplicity and ease of use, it provides robust ticket management, multi-channel support, and extensive automation options. Zoho Desk is part of the Zoho ecosystem, which means seamless integration with Zoho CRM and other tools, making it a valuable choice for businesses already using Zoho's suite of products.
Key Features Comparison
Ticket Management and Automation
Effective ticket management is the cornerstone of any helpdesk solution. Zendesk offers an advanced ticketing system with automation options like triggers, macros, and service level agreements (SLAs).
Intercom excels in managing conversations across channels, while Gorgias automates responses based on customer behavior, particularly in e-commerce. Zoho Desk provides customizable workflows and AI-powered features like Zia, an AI assistant that helps prioritize and manage tickets efficiently.
Multi-Channel Support
In today's digital landscape, customers expect support across multiple channels. Zendesk and Intercom both provide extensive multi-channel support, including email, chat, social media, and voice. Gorgias specializes in integrating with social media and e-commerce channels, while Zoho Desk covers traditional channels and adds value with integration to third-party apps.
Self-Service Options
Providing self-service options such as a knowledge base or community forum is crucial for reducing ticket volume and improving customer satisfaction.
Zendesk offers robust self-service capabilities with Guide, its knowledge base tool, while Intercom features a Help Center for both customers and support agents. Zoho Desk also provides a customizable knowledge base, and Gorgias offers self-service options tailored specifically for e-commerce use cases.
User Experience and Interface Design
A user-friendly interface is critical for both agents and customers. Zendesk provides a highly customizable interface that supports various workflows, making it suitable for large teams. Intercom focuses on a clean and intuitive design, emphasizing ease of use for both customer-facing and agent-facing tools.
Gorgias offers a streamlined UI tailored for e-commerce, allowing agents to manage orders and customer interactions in a single view. Zoho Desk boasts a straightforward, minimalistic design that is easy to navigate, perfect for teams who prefer simplicity and direct access to features without much clutter.
Customization is another critical factor. While Zendesk and Zoho Desk offer extensive customization options to align the interface with your brand's identity, Intercom provides a more straightforward setup with fewer customization needs.
Gorgias focuses on customizing workflows specific to e-commerce customer service, such as automating responses to shipping inquiries or refund requests.
Integration Capabilities
The ability to integrate with other business tools is a crucial factor when choosing a helpdesk provider. Zendesk supports a wide range of integrations, including popular CRMs like Salesforce, HubSpot, and marketing tools. Intercom is known for its seamless integration with various apps and has a well-documented API for custom integrations.
Gorgias shines in its deep integration with e-commerce platforms like Shopify, Magento, and BigCommerce, allowing businesses to sync order data and customer interactions.
Zoho Desk integrates effortlessly with other Zoho applications, such as Zoho CRM, and offers integration capabilities with third-party apps through Zoho Marketplace. All four solutions offer APIs that enable custom integrations, allowing businesses to build workflows tailored to their needs.
Scalability and Flexibility
Scalability is essential for businesses planning for growth. Zendesk is highly scalable and can support growing teams and increasing ticket volumes, making it suitable for enterprises of all sizes. Intercom also scales well, with pricing and features that cater to startups and enterprises alike.
Its scalability is further enhanced by its robust automation features and AI capabilities, which help manage higher volumes without adding significantly to the support team's workload.
Gorgias while designed for e-commerce, also provides scalability by allowing businesses to add more agents and channels as they grow. Zoho Desk offers flexibility for small to medium-sized enterprises with scalable plans and customizable features that can be adjusted to meet changing needs. Both Gorgias and Zoho Desk are excellent choices for businesses that need to scale support without a massive increase in costs.
Customer Support and Training
High-quality customer support and training are crucial for any helpdesk solution. Zendesk provides 24/7 support through various channels, including phone, email, and chat, and offers comprehensive training resources, including certification programs and a community forum. Intercom provides dedicated customer success managers for its enterprise clients and offers extensive self-help documentation and live training sessions.
Gorgias focuses on e-commerce-specific support with resources that help teams quickly adapt to the platform. They offer dedicated onboarding and training programs tailored to e-commerce needs. Zoho Desk provides robust support through its customer success team, comprehensive documentation, and webinars to help users get the most out of their platform.
Pricing Models and Budget Considerations
The pricing model is a significant factor in selecting a helpdesk solution. Zendesk offers tiered pricing plans based on features and the number of agents, which can be suitable for businesses of all sizes but may get expensive for larger teams. Intercom uses a combination of per-seat and active user pricing, which can be flexible but may increase costs as user engagement grows.
Gorgias offers pricing plans based on the number of tickets managed per month, making it a cost-effective choice for e-commerce businesses with predictable support volumes. Zoho Desk provides one of the most affordable options with a simple, transparent pricing model that scales well with small to medium-sized businesses.
Evaluating Customer Reviews and Case Studies
When choosing a helpdesk provider, it's essential to consider real-world feedback. Platforms like g2, Capterra and Trustpilot offer valuable insights through customer reviews. Zendesk often receives high marks for its scalability and feature set, while Intercom is praised for its user-friendly interface and customer engagement tools.
Gorgias is highly rated for its seamless integration with e-commerce platforms, and Zoho Desk is frequently highlighted for its cost-effectiveness and ease of use. Analyzing case studies from these providers can also help understand their effectiveness in specific industries and business sizes.
Vendor Reputation and Stability
The reputation and stability of a vendor are crucial for long-term success. Zendesk has been a market leader for years, known for continuous innovation and reliable service. Intercom is recognized for its strong focus on customer engagement and a steady stream of product updates.
Gorgias is rapidly growing in the e-commerce space, providing regular updates to enhance its offerings, while Zoho Desk benefits from being part of the larger Zoho ecosystem, known for its comprehensive business software solutions.
Trial Period and Demo Testing
Most helpdesk providers, including Zendesk, Intercom, Gorgias and Zoho Desk, offer trial periods or demos. These are invaluable for assessing the software's functionality, usability, and compatibility with your existing systems. During the trial period, engage with key features, test integration capabilities, and gather feedback from your team to make an informed decision.
Future-Proofing Your Helpdesk Solution
Choosing a future-proof helpdesk solution means considering upcoming trends and technologies.
Zendesk and Intercom regularly introduce AI features, chatbots, and automation tools that enhance customer support efficiency. Gorgias focuses on AI-powered automation tailored for e-commerce, while Zoho Desk integrates AI through Zia, their AI assistant, providing predictive insights and enhanced automation features.
Making the Final Decision
After evaluating the different options, it's time to make a final decision. Create a checklist of must-have features, assess the pros and cons of each provider, and consider the total cost of ownership. Compare the benefits of Zendesk, Intercom, Gorgias, and Zoho Desk against your specific needs, and negotiate terms that best suit your business requirements.
Implementation Strategy and Rollout
Implementing a new helpdesk solution should be a structured process. Begin with a phased rollout to minimize disruption. Use the training resources provided by your chosen vendor—whether it’s Zendesk, Intercom, Gorgias, or Zoho Desk—to ensure your team is fully prepared. Monitor the system's performance and gather feedback to make necessary adjustments. An implementation partner can help in this crucial step.
Conclusion
Choosing the right helpdesk provider is crucial for optimizing customer support operations. By evaluating solutions based on your specific business needs, scalability, budget, and integration requirements, you can find a solution that not only meets your current demands but is also future-proof. The right helpdesk solution will empower your team, enhance customer satisfaction, and drive business growth.
