While Freshdesk is reliable, businesses scaling up often face challenges like limited integrations, scalability issues, and a complex interface. See why companies are switching.
In the ever-evolving landscape of customer service, ensuring your tools meet your growing needs is crucial. Freshdesk has been a trusted partner for many, but is it truly maximising your potential? As companies scale and face new challenges, some are finding that Freshdesk may fall short of delivering the comprehensive support necessary for growth. Join us as we explore why businesses are making the switch to alternative solutions that promise to elevate customer service to new heights, ensuring no customer is left behind.
Freshdesk’s marketplace is smaller compared to some other solutions, with basic APIs that limit integration customisation. This can hinder complex business needs, resulting in a disconnected view of the customer.
“The apps didn’t really work as expected and the product team couldn’t get the support it needed to troubleshoot them.
Thinkific, an edtech software company
When your business starts scaling, Freshdesk might struggle to keep up. Its capacity to handle increasing volumes of customer interactions efficiently is often questioned by users who’ve experienced growth pains.
Lack of intelligent AI-driven self-serviceFreshdesk requires manual bot training and lacks advanced AI-powered self-service capabilities, leading to higher costs and customer friction. Implementing intelligent self-service strategies can improve First Contact Resolution (FCR) rates by 10%, offering cost savings and better scalability. |
Complex user interface
A user-friendly interface is crucial for quick adoption. Freshdesk’s rigid workspace, requiring frequent manual refreshes, can be a barrier to efficient operations, leading to low agent efficiency and satisfaction.
“The daily challenges related to using the new UI made it very clear that we needed to prioritise exploring other platforms.”
Thinkific, an edtech software company
Providing seamless omnichannel support is vital. Freshdesk sometimes falls short of offering a unified view across all customer interaction channels.
Northmill Bank in the Nordics, which switched to Zendesk for a better customer experience, stated, “Since we no longer have siloed systems, it’s much easier to give agents feedback and understand their workload.”
Basic reporting
According to McKinsey & Company, companies using customer analytics are twice as likely to see above-average profits. Freshdesk’s reporting capabilities are limited, lacking customisation and real-time analytics. This results in poor efficiency and transparency.
“Reporting in Freshdesk was a lot more limited. What we have now with Zendesk is so much easier and more powerful.”
Monese, a FinTech Startup in the UK
Freshdesk’s low license fees may seem appealing, but hidden costs can be problematic. Reliability issues, such as dropped calls, can frustrate customers and lead them to switch to competitors. The complex interfaces force agents to waste time switching between tabs, causing slower response times and a poorer customer experience. Additionally, Freshdesk’s basic reporting lacks the depth needed for businesses to gain insights and improve operations and customer service.
Several companies have found greener pastures by moving away from Freshdesk, citing improvements in efficiency and customer satisfaction. Here are some examples:
50%reduction in staffing costs |
HeliosXThis healthcare retail company consolidated six brands on Zendesk, moving away from Freshdesk due to superior reporting and greater agility. This transition resulted in a 50% reduction in staffing costs and a 20% improvement in cancellation rates. |
ThinkificAn edtech software company, Thinkific switched from Freshdesk to Zendesk to better integrate their technology stack. The result was a more reliable solution that saved 40 hours per week. |
40 hrs/weeksavings |
60%increase in workflow automation |
OlaBy switching to Zendesk, Ola saw a 40% increase in CSAT and a 60% increase in workflow automation, improving productivity and reducing the need for training agents in multiple tools. |
MoneseAfter adopting Zendesk, Monese experienced a 10%-point boost in CSAT and a 59% reduction in overall response time. |
59%decrease in response time |
Zendesk: Leading the Way in Customer Experience
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As a result, Zendesk consistently leads Freshworks in customer experience (CX). Recognised as a leader in Gartner’s Magic Quadrant for five consecutive years, Zendesk has proven its capability to deliver top-notch customer service solutions. With roots firmly planted in customer service, Zendesk’s focus and investment in R&D have resulted in a robust platform that meets the needs of thousands of customers, including those with more than 100 agent seats. |
As a result, Zendesk consistently leads Freshworks in customer experience (CX). Recognised as a leader in Gartner’s Magic Quadrant for five consecutive years, Zendesk has proven its capability to deliver top-notch customer service solutions.
With roots firmly planted in customer service, Zendesk’s focus and investment in R&D have resulted in a robust platform that meets the needs of thousands of customers, including those with more than 100 agent seats.
While Freshworks has broadened its focus across several areas, Zendesk remains dedicated to customer service excellence. This dedication is reflected in its ability to handle large-scale implementations effectively, making it the primary CX solution for many industry giants like Netflix, Uber, and Tesco.
Zendesk is the primary CX solution
When comparing Zendesk to Freshdesk, several key advantages of Zendesk become evident:
These factors highlight Zendesk’s efficiency and effectiveness in customer service management.
Moving from Freshdesk to Zendesk has transformed customer service experiences for many businesses. Here’s why:
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Robust integrationsZendesk offers a plethora of integrations and a broad marketplace (1,300+), allowing businesses to connect various tools seamlessly. This flexibility ensures smoother operations and a more cohesive workflow. |
Scalable solutions
Whether you’re a start-up or a multinational corporation, Zendesk scales with your business. It efficiently manages high volumes of interactions, ensuring no customer is left unattended.
Self-trained bots and self-serviceZendesk makes it easy to get started with self-trained bots and self-service features. It uses millions of customer experience data points and offers an open API to extend services across any channel, ensuring a smooth and smart customer experience. |
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Intuitive user experience
Zendesk’s interface is designed with users in mind. It’s intuitive, making it easier for teams to adopt and start using it effectively without a steep learning curve.
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True omnichannel supportWith Zendesk, you get a unified platform that integrates all customer interaction channels. This ensures agents have a complete view of customer interactions, leading to more personalised and efficient support. |
“We serve up to 70,000 tickets per month with a very small group of people, so having an easy-to-use platform is important. Since moving to Zendesk, functionality became way more stable and we now answer 98 percent of our calls.”
Chuck Courtney, Support Manager at Wyze Labs
Actionable analyticsZendesk’s analytics provide hundreds of metrics and customisable reports, offering real-time and historical insights. This approach enhances visibility, operational efficiency, and customer experience. |
No hidden costs
With Zendesk, transparency is key — your costs and benefits are clear from the start. You’ll have a precise understanding of your budget and the value you’ll gain.
According to a Forrester study, businesses using Zendesk saw a 286% ROI increase over three years. This was achieved by:
Choosing the right customer support tool should focus on long-term benefits and alignment with your business goals. Here are some recommendations:
“I’ve tried Freshdesk, Desk.com, Gorgias, etc. Zendesk has the most platform integrations and customization […to support] our complex quality process since we sell medical devices.”
Mimi W., Director of Customer Experience
In the quest for the perfect customer service tool, it’s essential to consider all options. Premium Plus, a Zendesk EMEA Partner of the Year, is here to help. Whether you’re contemplating migrating from Freshdesk to Zendesk, implementing Zendesk, or seeking ways to optimise your current setup, Premium Plus offers expert consultation. We’re not here to sell you a product; we’re here to help you find a solution that works best for your business. Let’s continue the conversation and explore how we can support your journey towards exceptional customer service.
Contact us today for a free consultation.