| Product | Rating | Most Used By | Product Summary | Starting Price |
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 Help Scout | Score7.9 out of 10 | N/A | Help Scout is help desk software. The vendor’s value proposition is that that their solution reduces time spent on training users because Help Scout is simple to use and set up and scales like any enterprise product. This solution includes multiple mailboxes to support as many email addresses as needed in order to work collaboratively across teams, and manage several products or brands from one account. Reports on conversation trends, team performance, productivity, and customer happiness are… | $30 per month starts with 100 contacts |
 Zendesk Suite | Score8.8 out of 10 | N/A | Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low. | $69 per month per agent |
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| Entry-level Setup Fee | No setup fee | Optional | ||||||||||||||
| Additional Details | — | 20% discount available with annual pricing. | ||||||||||||||
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| Considered Both Products | Chose Help Scout Help Scout is more reasonably priced compared to our other options. Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Help Scout Help Scout is a way better looking product. In the last two years they have stepped up their game. I hope to use their live chat soon. Zendesk is clunky and the user interface is terrible. Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Help Scout This is tricky because there's helpdesk apps and chat apps (now Help Scout offers both). We first used just an email inbox (of course not scalable but we were very small), then we turned to Freshdesk, which was painful to use. It had some cool features but in general it was … Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Help Scout They all had their positives and negatives. For us, it came down to signing a BAA (Zendesk wanted $28,000 to sign one). We enjoy working with vendors who can support healthcare initiates such as we are building. Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info Chose Help Scout We did test out several other support desk tools before finally deciding to go with Help Scout. The main tipping point was the fact that Help Scout almost appeared invisible to the end user (our customer). To them, it just feels as if they are reaching someone via email, not … Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info | Chose Zendesk Suite It's as good as ServiceNow. Zendesk was selected mainly based on price and performance. Independently Invited by TrustRadius A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info |
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| Would buy again | ||
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| Delivers good value for the price | ||
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| Happy with the feature set | ||
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| Lived up to sales and marketing promises | ||
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| Implementation went as expected | ||
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| Likelihood to Recommend | 7.1 | 9.0 |
| Likelihood to Renew | 7.0 | 10.0 |
| Usability | 10.0 | 8.9 |
| Availability | - | 8.6 |
| Performance | - | 8.0 |
| Support Rating | - | 5.5 |
| In-Person Training | - | 10.0 |
| Online Training | - | 7.9 |
| Implementation Rating | - | 9.0 |
| Configurability | - | 9.3 |
