Shape Software vs. Zendesk Comparison Chart

Pros

• I am very impressed by the high level of customization and flexibility. With the ability to create custom fields, workflows, triggers, automations, views, and knowledge centers, we can tailor the platform to our specific needs and streamline our processes. Zendesk Support Suite has a large community and has a comprehensive knowledge base. Whether we're looking for answers to technical questions or best practices for handling certain customer situations, we can always find helpful resources and support within the community. Zendesk Support Suite's sleek and intuitive user interface is also a big plus. Even new team members can quickly navigate and use the platform, saving us time and improving our overall efficiency. One thing that sets Zendesk Support Suite apart from other customer support platforms is its constant product updates and new features. With regular updates, Zendesk Support Suite always adapts to industry best practices and customer needs, ensuring we have access to the latest tools and technologies. Also, the Zendesk Support Suite with many third-party apps and platforms is a huge plus for our team. We can seamlessly connect with other tools and systems we use every day, like Salesforce, Slack, Shopify, Google Workspace, and more.
• Zendesk is a software that feels very versatile, it offers multiple solutions that can be adapted for every work area and type of business. When it comes to providing service features to our business, it works amazingly and it has a couple of tools that improve our service everyday and it strives to offer a better service every day. Some of the main tools that are helping our business improve the support service are the following: -Customers are able to reach out to us via their preferred site, it can be through email, live chat, message, and the conversation will always stay connected no matter if they decide to reply via other method, it is a great thing to have because we don’t have to constantly be checking on each site to see if someone is reaching out for support, but we have a single centralized site that combines all of these platforms and organizes all the customers reaching out. -The AI service works really great and is good at times when customers are reaching out about simple questions and the bot can answer those, saving us time for the most elaborate and more technical issues that another customer might have, it is also incredibly convenient because it works exactly as an agent and can be modified to cater to customers’ needs more accurately, providing a nice customer service for everyone and saving us a lot of money and energy that we can spend on other tasks. -Thanks to Zendesk’s great tools, we are able to organize all our data and simplify it by collecting the most critical and important parts of it for better management of all our tickets, this helps us be more conscious of our data and assign the best person to attend each case based on the individual ability of our team members.
• Zendesk has some pretty robust customizable options, it really allows you to match specific needs fairly easily, more than other customer software programs. Another advantages is the scalability, you can start as a one-person team and scale it to pretty much any level without any sort of issues.
• Zendesk support page can be inserted on any website, application and business social media accounts. It also helps in generating feedback after issues are marked resolved. It can create tickets and share a prioritized list of queries to respond.
• Zendesk has been super nice to swap over to. It is customizable and user friendly. I feel like we have not gotten into all of the features of this product yet. But we are definitely learning!
• Zendesk allows you to customize your company's call center. From the welcoming message to hold music, the choice is yours. The software is user-friendly and designed well.
• This is by far the best support I have ever had in a CSM/CRM. The Zendesk team is so amazing in response time and solution solving. I also love the ease-of-use for this software calls are easy to answer and respond to, the ticket system is so great as well.
• Zendesk offers a very intuitive interface, scripted replies, robust user management and case management, as well as tons of integrations with 3rd party software. You can also customize it to an extent people won't even know you're using Zendesk :)
• The number of tickets we can continuously review and manage in Zendesk is almost unlimited, which helps customers interact with us whenever they need to, which works to make them feel much more comfortable with our part of the service and the possibilities they have to tell us about their cases.
• To keep in touch with any doubt or problem that a customer may have, Zendesk offers us a home page that provides, through the creation of stickers, a record of all the information coming from those customers to attend their request. In addition, it has a multichannel section to communicate with users, among them are: email, Twitter, internal chat, phone calls, among others.