Zoho Vs Freshdesk 2024: Which Is Right For Your Business?

Zoho Vs Freshdesk: Comparison

Customer Support:

Zoho –

Zoho Desk provides human help 24 hours per day, 5 days per week. This may be a significant problem if your organization is open seven days a week. To get premium or enterprise support (24/7 help), an extra 20% to 25% of your licensing charge is required. In addition, you will only get a technical account manager with the Enterprise plan.

Even if you must pay extra for personal assistance, you may use Zoho’s large help center at no cost. You may locate pertinent information on subjects such as webinars, integrations, documentation, and the most recent product upgrades and features.

If you cannot locate the answers you need, you may send an email to their help email account. Users can now access Zoho via Twitter, YouTube, and LinkedIn accounts.

Freshdesk –

Freshdesk provides a dedicated email and a phone line for assistance. Even when offering consumers interactive support information, this organization performs well.

As a Freshdesk user, you can access a wide video collection containing essential information. You may see interactive videos on a variety of subjects, including the creation of knowledge base articles, the configuration of a multilingual knowledge base, the use of scripted replies, and more.

In addition, if you are a new user of Freshdesk, you may enroll your support agents in the Freshworks Academy, where they can acquire new skills, get certified, and join their community. On the Freshworks community forum, you may also submit questions and tips and connect with other users.

Automation:

Zoho –

Zoho Desk can assist in automating the routing of tickets. You may configure assignment rules to guarantee tickets are assigned to the appropriate agents or departments. This will save managers time and effort, allowing them to concentrate on crucial duties.

You may also manage SLAs by giving agents automatic notifications or reminders. Zoho Desk, like Freshdesk, includes AI technology called Zia. Zia may communicate with your customers, distribute pertinent articles from your knowledge library, auto-tag tickets, and assist with sentiment analysis.

Even automatic communications might be sent to consumers to inform them on the status of their issues.

Freshdesk –

Freshdesk delivers AI-powered automation to simplify the operations of your employees. The application may automatically prioritize tickets and allocate them to the most qualified team members.

Freddy, Freshdesk’s artificial intelligence, may assist your team to surpass laborious and repetitive chores. For instance, Freddy may automatically recommend ticket fields or labels for new tickets based on his knowledge of earlier tickets.

With chatbots powered by AI, your company can provide rapid and accurate responses to inquiries posed by prospective and current clients. Agents may even transform their ticket replies into knowledge base articles.

Reporting and Analysis:

Zoho –

Zoho Desk provides comprehensive reports for understanding and enhancing team performance. The reporting dashboard has a clean appearance and provides your team with important information.

Using the Reporting Overview, you may examine an overview of your desired help desk data and identify trends in incoming requests.

Customer service agents may instantly check their backlog or pending requests from the last week and the ratings given by consumers. On the other side, help desk administrators may determine which channels are most popular with customers and compare ticket response and resolution times for any particular period.

Freshdesk –

Freshdesk’s built-in reports provide a comprehensive overview of your support activities. You won’t have trouble identifying KPIs relevant to your organization since the reporting interface is rather basic.

With Freshdesk, it is simple to see unassigned tickets so that your team knows which issues need a response. Support managers may also track the average initial response time and the proportion of tickets that are resolved in accordance with the SLAs.

In contrast to Zoho Desk, Freshdesk excels in customizable reporting. Agents may generate insightful reports by dragging and dropping widgets from their widget library.

Knowledgebase:

Zoho –

Zoho Desk, unlike Freshdesk, enables the creation of a multi-brand assistance center. What does it imply? It implies that you may entirely modify your knowledge base for each brand you support and provide unique assistance material for each brand.

You may even connect your freshly developed knowledge base to your domain and transform it into a natural extension of your brand. You can grant public access to your support material or require visitors to sign up for an account before they can view anything.

If your audience cannot locate relevant information, you may also enable them to file tickets straight from the knowledge base.

Freshdesk –

Freshdesk enables the creation of a multilingual knowledge base that supports about 42 languages and facilitates the management of a worldwide client base. Agents may evaluate one other’s support material, upload videos, photos, and files, and promote self-service in your help center.

Freshdesk, unlike Zoho Desk, allows you to save your team’s time using bulk activities. For instance, you may simultaneously modify numerous categories, articles, or folders.

Freshdesk enables you to produce SEO-optimized content, monitor the success of articles over time, and collect audience comments directly on your help pages.

Live Chat:

Zoho –

You may add a live chat window to your support center using Zoho Desk. Therefore, clients may reach out to you in seconds when they cannot locate what they are seeking.

Zoho enables you to turn chat interactions that demand more time and attention into trackable tickets. When comparing Zoho Desk with Freshdesk, you will find one additional significant difference.

When no agents can accept conversations, Zoho enables you to select a waiting period, which automatically transforms the chat into a ticket. This is an excellent method for guaranteeing that no communication is missed.

In addition, you can develop unique live chat widgets for each of your businesses, ensuring that your clients will always know you.

Freshdesk –

Freshdesk, like other help desk software, enables you to assist clients in real time through live chat. You can take this a step further by notifying clients through proactive chat messaging that your staff is accessible to assist.

Freshdesk also helps you enhance your social media message in addition, to live chat. With connectors for WhatsApp, Apple Business Chat, and Facebook, you can monitor all social media communications in one location and answer more quickly.

You may also create chatbots to answer clients’ basic questions and direct discussions to the appropriate personnel.

Ticket Management:

Zoho –

The Zoho Desk ticketing system supports many channels. Using a single interface, you may gather and manage support tickets from numerous channels, including email, phone, live chat, social media, etc..

During a Freshdesk vs. Zoho Desk comparison, you will see that Zoho Desk makes it simpler to arrange your tickets. You may filter support tickets, for instance, by urgency, customer type, priority, or ticket status. After applying the filter, the relevant tickets will display at the top of the list, allowing your agents to prioritize their work.

In addition, when Zoho Desk is integrated with Zoho CRM, agents may access pertinent client information from inside their ticketing system.

Freshdesk –

Freshdesk is a simple but robust ticketing system that facilitates real-time customer care team collaboration.

Agents may see who else is reading or responding to a ticket using the Collision Detection function. This is an excellent tool for avoiding the shame of sending repeated responses to a single consumer. You may also combine similar tickets to increase efficiency.

Freshdesk permits the creation of SLA rules so that agents know their deadlines. When tickets are left ignored, agents may get reminders or alerts, and you can even escalate them to the management automatically.

Interface:

Zoho –

Although Zoho Desk has an intuitive UI, it seems somewhat old compared to Freshdesk. You may examine the discussion thread, attachments, approvals, tags, history, and more as soon as you start a support case. From the top of the page, agents may also quickly access social media profiles, chats, and communities. 

Comparing Zoho Desk vs. Freshdesk, you will see that Zoho offers more excellent UI customization choices. You may apply your company’s logo to the domain, create custom fields to hold extra information, and design your chat and email layouts.

Freshdesk –

Comparing Freshdesk vs. Zoho Desk, you will see that Freshdesk’s UI is more intuitive and attractive. The UI seems neat at first sight, and agents will have no trouble discovering critical functions.

Even if you get hundreds of requests or complaints daily, you can manage them all in one location. Multiple metrics on the screen’s right-hand side enable agents to sort and filter customer assistance tickets efficiently. They may organize and classify tickets according to priority, tags, source, date, etc.

In addition, any tickets produced through chats, phone calls, emails, social media, etc., are accessible directly from the main dashboard.

Types of Users:

Zoho –

In addition to McAfee, Godrej, Rogers, and Cummins, more prominent companies employ the excellent support desk software Zoho Desk

Zoho Desk, like Freshdesk, provides a free subscription and is thus a viable solution for businesses and freelancers seeking to provide enough assistance. Zoho Desk is a viable alternative for medium-sized businesses seeking robust automation features.

Even if you are a huge organization with a vast client base, Zoho provides almost the same functionality as Freshdesk for about half the price (for the enterprise plan). Zoho Desk may integrate your current applications, such as MailChimp, Salesforce, Slack, Trello, and Jira. 

Freshdesk –

Bridgestone, Hamleys, 7-Eleven, and tens of thousands of other well-known companies use Freshdesk, one of the top help desk technologies.

There are a few prominent companies among their clients, but the majority are small to mid-sized firms.

Since Freshdesk provides an indefinitely free subscription, it is also a viable solution for freelancers and small businesses. Freshdesk has garnered immense popularity over the years due to its user-friendliness and quick onboarding.

In addition, you may link Freshdesk with your current business applications, such as Shopify, DropBox, SurveyMonkey, MailChimp, and Jira.