Today, Zendesk is one of the most widely used help desk platforms in the world. The idea was to improve the way that businesses managed incoming support requests. Zendesk grew from the loft of three co-founders in Denmark in 2007. Salesforce offers omnichannel support options ( studies have shown that high-performing service teams are nearly 8 times as likely as underperforming to rate discussion forum and omni-channel interactions as outstanding or very good), and is known for it’s ability to quickly and effectively respond to user issues. Perhaps the most important difference that sets Salesforce desk apart from Zendesk is it’s dedicated user support.
Additionally, customers can resolve their own cases (in case they find a solution on their own), or even reopen closed cases.ĭesk also integrates with email, and provides an in-depth, searchable customer history. Customers can access ongoing tickets, updated in real time, across every channel. Desk loops customers into the support process, giving them a direct view of what’s happening with their own cases and other cases within their organisation.
Call tracking is also offered, so that your business can gather valuable analytics data from incoming calls.Īlso of importance are client portals. It also means the fastest customer ticket resolution available.Īs far as specific features go, Desk offers call center management, providing call centers with an invaluable tool to provide their customers with fast, effective support.
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This means better, easier access to client data for service representatives, seamless integration with a variety of other software solutions, and effortless communication across channels and devices. Additionally, although Salesforce Desk can be setup and employed almost immediately, it is also designed to be deeply customisable, and will scale with your business as it grows.ĭesk takes advantage of the boundless CRM capabilities of Salesforce. Working in conjunction with Salesforce Service Cloud, offers small businesses an out-of-the-box solution designed to help customers help themselves. was then incorporated into their overall CRM toolbox. Originally known as Assistly before being rebranded as after Salesforce purchased the startup back in 2011. Here is a brief comparison of the defining characteristics of Salesforce desk vs. Zendesk, you need to be able to get a feel for how each option is different. Both enjoy high ratings across numerous software rating sites, and both are used by successful businesses to give their customers effective support. Two of the most prominent customer support platforms options in the market today are Zendesk and Salesforce Desk. Desk,com - Know What Defines the Best of the Best.
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Likewise, many options offer different pricing tiers, along with free trial periods so that you can get a feel for how well a particular solution works for your business before you commit to anything.Ĭhoosing the right customer support software provider can be difficult, particularly when there are a number of viable options available. Many help desk tools provide reliable customer support, employ advanced automation options, are cloud-based, customisable, and can be set up and employed quickly. This, coupled with a business’s responsibility to provide effective, fast, and reliable ongoing support for clients is why help desk software and other customer support platforms are becoming such an integral part of the modern business toolbox. In fact, 72% of customers think that self service support - the option to find answers and resolve issues on their own - is a fast and easy way to resolve problems. However, customers don’t always want someone holding their hands. How businesses manage clients who are experiencing problems with their products or services is a reliable indication of how seriously they take customer relationships. Customer Support is Essential to Strong Customer Relationships.
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