Desk.com vs. Zendesk
Unlike Zendesk, Desk.com puts everything you need front and center so you can support your customers wherever they need it: email, social media, phone, chat...we keep track of it all! Zendesk, on the other hand, started out as a help desk for the employees of large companies, with social features bolted on later.
In the era of social support, it's no longer enough to have your customer come to you for customer service. You must bring the customer service to your customer. Fifty percent of Internet users visit a social network every day, and many look for customer support there. Desk.com automatically connects your service team to social networks like Facebook and Twitter so that you provide the service your customers expect without buying new tools or retraining your staff. Desk.com incorporates changes in the landscape of social support, adding new ways for you to connect to your customers in real time and amplify good news.
Desk.com: Help Desk Alternative for Small and Medium-Sized Businesses
Desk.com understands that a company's support needs change with size. Thats why we specifically address the needs of small and medium-sized companies, making it possible for them to deliver world-class support. The Desk.com web-based interface is easy to use and uncomplicated. You don't need your own IT department or an army of consultants to configure Desk.com or make changes. Zendesk tries to solve for the needs of larger companies, and ends up saddling small and medium-sized companies with more complicated support functions and requirements.
Desk.com is focused on simplicity
Desk.com understands that complicated features, intricate menus, and lengthy training sessions confuse Agents and add cost. Zendesk has lots of features that small and medium-sized businesses probably don't need and will find challenging to use. Desk.com believes that happy Agents = happy customers, so we can concentrate on making Agents' lives easier. We consider the Agent experience in every facet of Desk.com's engineering—we count the clicks and measure the scrolls—to create a very efficient experience for Agents. A layperson can create an Desk.com account and be delivering customer service with Desk.com within a few hours.
Check out why Desk.com wins on pricing →
Specific Desk.com features
not available on Zendesk:
- Case tabs on Agent Desktop.
- Inquiries from multiple channels collected into a single, consistent interface.
- Most commonly used actions are all one click away, for faster case resolution.
- Easy iFrame and URL integration with back office systems.
- Never worry about agent conflicts or overwriting work with record-locking of cases.
- Article auto-suggest prior to case submission, for increased self-service resolution.
- Federated search between forums and KB.
- Free CNAME DNS redirect, for seamless integration into customer website.
- Access to HTML/CSS for easy, customizable help center branding.
- Easy tools for Admin to define which KB articles appear on the Help Site.