Helpshift vs Zendesk Detailed Overview

Now, let’s take a look at the detailed comparison of features between Helpshift and Zendesk:

1) Customizable Dashboard

Both Helpshift and Zendesk offer a customizable dashboard that allows you to organize and view customer interactions as per your preference

Helpshift: 

• • Helpshift offers a mobile-optimized layout as its primary focus is on mobile app support.
  • Integrates ticketing features but may focus more on its AI-powered chatbot and in-app messaging for mobile app support

Zendesk: 

• • Offers a more extensive range of data visualization options and layout customization
  • Tightly integrated with its powerful ticketing system
  • Designed with a user-friendly and intuitive interface, suitable for businesses of all sizes and technical expertise.

Winner: Both

2) Omnichannel Support

Both platforms support omnichannel communication, enabling you to interact with your customers across various channels, such as in-app messaging, web chat, email, and social media.

Helpshift: 

• • Specializes in mobile-first support with an emphasis on in-app messaging.
  • Helpshift’s integration options might be more focused on mobile app-related services with a potentially more limited selection.

Zendesk:

• • A versatile solution, catering to various industries and customer support channels.
  • Offers more extensive AI-powered features like chatbots,
  • Get a wider range of third-party integrations, facilitating better cross-platform communication and data sharing.

Winner: Zendesk

3) Web-based and Native Apps

Helpshift:

• • Specializes in providing support for native mobile apps making it ideal if you have a primary focus on mobile apps and games.
  • Helpshift places a strong emphasis on in-app messaging, providing a seamless and real-time communication channel for users of mobile apps.

Zendesk:

• • While Zendesk does offer support for native mobile apps through its SDKs, it is a more comprehensive customer support platform that caters to both web-based and native app support.
  • Zendesk’s versatility makes it suitable if you require support across various channels, including web-based applications, as well as mobile apps.

Winner: Zendesk

4) AI-powered Algorithms

Helpshift:

• • Integrates AI-powered algorithms with a strong focus on AI-driven chatbots for customer support.
  • The AI-powered chatbot in Helpshift can handle common queries, provide instant responses, and route complex issues to human agents.

Zendesk:

• • Incorporates AI-powered algorithms in its platform, offering features like AI-powered chatbots and automated responses.
  • Zendesk has powerful AI capabilities such as predictive analytics for ticket prioritization and customer behavior analysis.

Winner: Zendesk

5) Agent Productivity Tools

Both Helpshift and Zendesk offer agent productivity tools to improve the efficiency and effectiveness of customer support.

Helpshift:

• • Reduce the workload on your agents and provide instant responses to frequently asked questions with the help of an AI-powered chatbot
  • Allows your agents to communicate directly with customers within the mobile app environment, streamlining support interactions and enhancing response times.
  • Automatically route and prioritize incoming support tickets, ensuring that they reach the most appropriate agent for faster resolution.
  • Access pre-defined canned responses and knowledge base articles, saving time in repetitive inquiries and providing consistent responses.

Zendesk:

• • Offers an AI-powered chatbot and an Answer Bot that can provide automated responses to common queries, allowing your agents to focus on more complex issues.
  • Automates email ticketing processes, converting emails into support tickets and routing them based on predefined rules, streamlining agent workflows.
  • Zendesk’s macros enable agents to apply a series of actions to tickets with a single click, automating repetitive tasks and accelerating ticket resolution.
  • Prevents multiple agents from working on the same ticket simultaneously, avoiding duplication of efforts with the help of agent collision detection.
  • Knowledge Base and Help Center:** Zendesk’s knowledge base and help center tools provide agents with quick access to relevant articles, FAQs, and resources, empowering them to find solutions faster.

Winner: Both

Also read: 6 Free Zendesk alternatives you need to know

6) Built-in analytics

Helpshift: 

• • Provides a built-in analytics dashboard that offers real-time insights into key customer support metrics, including ticket volume, and response times.
  • Allows tracking of individual agent performance, such as ticket resolution rates, customer satisfaction scores, and average handling times.
  • Enables tracking and analyzing CSAT ratings, helping you gauge customer satisfaction levels and identify areas for improvement.
  • The in-app analytics feature provides data on user behavior within the mobile app, giving insights into customer interactions and usage patterns.

Zendesk:

• • Provides comprehensive reports on support metrics, customer trends, and team performance.
  • Allows you to create custom reports with specific data and metrics, empowering businesses to gain deeper insights into their customer support operations.
  • Built-in analytics include performance benchmarking, enabling you to compare your support metrics against industry standards.
  • Track customer satisfaction (CSAT) and Net Promoter Score (NPS) to assess customer sentiment and measure the effectiveness of support efforts.
  • Zendesk’s analytics also cover knowledge base performance, offering insights into the usage and effectiveness of support articles.

Winner: Both

7) Pricing

Helpshift: 

Helpshift offers a Feedback+ plan with in-app feedback and bug reporting for free. The Starter Plan includes in-app messaging and a help center starting at $150/month. Their Growth and Enterprise Plans offer more advanced features and scalability at custom pricing.

To know more about Helpshift Pricing, check Helpshift pricing: Which plan is best for you?