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SupportFu vs Zendesk: What are the differences?
Customization Options: SupportFu offers more limited customization options compared to Zendesk, particularly in terms of branding and design. Zendesk allows for a greater level of customization, including customizing the ticketing system, knowledge base, and customer portal to align with a company's brand identity.
Integration Capabilities: Zendesk provides a wider range of integrations with other software tools and platforms, making it more versatile for businesses that use multiple systems in their operations. SupportFu, on the other hand, has a more limited selection of integrations available.
Reporting and Analytics: Zendesk offers more advanced reporting and analytics features, allowing businesses to track and analyze metrics in greater detail. SupportFu's reporting capabilities are more basic in comparison, providing essential insights but lacking the depth of analysis that Zendesk offers.
Automation and Workflow: Zendesk provides more advanced automation and workflow capabilities, with features like triggers, automations, and macros to streamline customer support processes. SupportFu has automation features as well, but they may not be as extensive or customizable as Zendesk's offerings.
Enterprise-Level Support: Zendesk is known for its superior customer support, offering more comprehensive assistance and resources for businesses of all sizes. SupportFu may not have the same level of support resources available, especially for larger enterprises with complex needs.
Scalability: Zendesk is better equipped for businesses that anticipate significant growth and need a solution that can scale with their operations. SupportFu may be more suitable for smaller businesses with simpler support needs, as it may not offer as much scalability in terms of features and functionality.
In Summary, SupportFu and Zendesk differ in customization options, integration capabilities, reporting and analytics, automation and workflow features, support for enterprise-level clients, and scalability potential.
We sell a high-touch, high ASP product (caskets) and have scaled to where we're adding several more customer service agents to our company. Customers often call or chat with us multiple times prior to the purchase and post-purchase, as these are emotional, time-sensitive purchases. Nearly every customer contacts us pre-purchase. We are a Shopify shop. Customer service is our brand.
We need a solution that allows whoever picks up the chat or phone to quickly see the history of that customer, their request, notes, and the status of their order. We need a powerful chat tool that can enable immediate engagement, have some basic automation, and allows users to drop in.
Finally, we also have some B2B customers (funeral homes) and expect this part of our business to grow significantly in 2021.
Hey Joshua,
Would recommend using Freshdesk as your tool of choice. It has a direct integration with Shopify and other tools including powerful B2B customer handling. It also satisfies all the requirements you’ve outlined including order history, interaction history, notes, tickets etc. Along with Omni channel integrations with chat (their own or other chat solutions), email, phone and so on.
My company, JindalX can help you set up your customer service automation and journeys along with helping handle any extra volume through our own customer service reps if required. Can provide you with a free assessment if needed? Let me know, I’m contactable at madhav.garg@jindalx.com
Best, Madhav
ActiveCampaign can do all of this for you. They have really great support. Their automation is second to none. They have a chat bot capability. They also have an integrated capability where you see everything related to the one customer in one spot - all their interactions with you, and can move the customer through your custom stages. If you do go with ActiveCampaign, I HIGHLY recommend that you take their paid training. It will really help you get up faster and understand the product deeper, and not waste time. I think they have the training every month. ActiveCampaign is difficult to learn on your own since it is so full featured. Sign up for a trial through a salesperson and then ask if it is possible to get in the class for less money. ActiveCampaign integrates with Shopify also.
If you don't go with ActiveCampaign, then Zoho would be my second choice. But their support and quality is not as good, they feel like a new product even though they have been in business a while. You keep having to get around their bugs, which you can, it is just annoying. ZohoOne may be less expensive than ActiveCampaign.
Both products are so full-featured that they both take quite a while to learn.
We needed a sophisticated help center solution as we provide extensive support with 3 support team tiers. Intercom is more about messaging and automation. We needed sub-tickets, tasks, reminders, SLAs, automation, and strong API connections. That's why we have chosen Zendesk and we are quite happy with that.
Pros of SupportFu
Pros of Zendesk
- Centralizes our customer support135
- Many integrations72
- Easy to setup59
- Simple26
- Cheap26
- Clean12
- Customization7
- $1 Starter Pricing Plan4
- Woopra integration4
- Proactive Customer Support3
- Charitable contribution to SF hospital for $20 plan1
- Full of features1
- Remote and SSO authentication with CMSs like WordPress1
- Integrations0