Zendesk has become without a doubt one of the best client support service providers available online. With prices easily scalable to the size of your team, it definitely provides a good option for businesses who are looking to better their client support efforts. That being said, however, there are client support alternatives to Zendesk that you can use which might present you with a better business proposition than Zendesk.
First, let’s note why Zendesk might not be ideal for your business
It’s very important for you to set your priorities straight right from the start. Figure out what’s most important for you and your business. Make a list of the top 5 priorities, and try to include everything from costs to client satisfaction.
1. All tickets are private.
Let’s dig into this a bit. Sure, having private tickets is definitely something you’d be looking forward to in case you’re running a financial institution, or in case you’re offering some sort of one on one client support for people looking for medical advice, real estate advice, etc.
That’s all fine, but what about the hundreds of businesses where private tickets are not ideal? The balance is hanging heavily in their favor. Just imagine having to go through the same sort of emails over and over again with clients generally asking for the same overall issues.
Experience has taught us here at BigBangThemes that people are reluctant to reading too many knowledge base articles. If they land on a forum they’re much more willing to read up on what other people had similar problems to theirs, and how those managed to solve them.
In cases like these, having a forum-like structure would be much better for your business because clients would be able to search for solutions themselves. Do we even need to mention how much you’d be saving on support costs?
2. A forum structure might help you cut down on costs.
Continuing along the same lines, we need to agree that for successful online service providers one of the main operational costs comes with running a support team to back up your web app/service/e-commerce shop.
Now, if you’re using Zendesk you can hope that your knowledge base helps you cut down on costs. If you’re using a forum structure as well, you’ll be able to benefit from clients searching for solutions within other tickets too.
This gets even better because usually, clients tend to help each other out. Clients replying to tickets that are not theirs just to help a fellow user out happens way more than you’d imagine by the way.
3. Clients are sometimes better off with an interface instead of e-mail only support.
Being able to offer timely email support is a great way of caring for your clients, there’s no questioning that. However, it’s also true that some clients might not necessarily love the idea of e-mail support.
Clients tend to feel that a simple contact form is not enough for them to express their needs. A forum structure would make them feel more supported and the overall feeling that there’s a community using the product would probably be much better for your client support, as well as your efforts to convert more clients.
Now, let’s look at what are the client support alternatives to Zendesk
1. One alternative would be using a forum on your website, but as you’re probably already familiar, forums are not that easy to create, use and set-up, so you’d have your work cut out for you, and hiring a developer to do the work for you would probably not be a very cost effective option.
2. There are other options, some of the best one including Freshdesk, but in essence, the disadvantages with these are basically along the same lines, and if you’re looking at the advantages Zendesk would bring there’s definitely no question about which is better.
3. One of the best client support alternatives to Zendesk is probably our own wordpress ticket system, TicketLab. It offers you the ability to build a forum structure without all of the fuss needed to set up the forum, and creating, managing and handling client tickets has never been easier. It comes with the ability to build a knowledge base, as well as several other key features you’ll want to explore if you’re looking for a cost-effective solution to your client support needs.
When making the decision to build a support system there are several things you need to take into account. First of all, you need to consider how the solution will scale with your business. How will the growth affect it? Support services can sometimes cost quite a bit if your team grows to around 6-10 agents. This is another really awesome reason why our theme is a great choice. You’ll be able to scale up your team without having to worry about additional costs.
You also need to think about how much a system like this would cost you in the long run. A 5 year average subscription time, with an average team size of 10 would conjure up quite a large bill.
Have some more questions or tips on this matter? Consider leaving a comment using the form below and we’ll be more than happy to help.Tags: client supportclient support alternatives to zendeskzendesk alternative