The cloud communication tools used by Freshworks, an India-based customer service software… Freshworks Investor Presentation
Ideal for companies of any scale, this solution makes it possible for organizations to scale their consumer support operations efficiently as they expand and evolve.
One of brand name at first founded in 2010. It is one of several such products with a particular emphasis on providing customer support solutions.
Versus the battle of the Giants let’s go today we’re going to take a look at two software applications that are competing with one another it’s zandesk with fresh tests now these guys have been included for a while now and if you have actually been on this channel you know but we’re going to try to do our finest to make a comparisons in between the two trying to extract myself out of the picture and see which one is more valuable so yeah
let’s go I’m going to do my finest to give this to software applications the advantage of the doubt since they both can fix a problem however we’re going to try to see if one is much better than the other let’s begin with the history so xender begun in 2007 someplace in Denmark therefore it’s how much is this like uh 16 years old currently so it is among the oldest customer support dedicated tools that has off-the-shelf client experience procedures directly built in so it was directly created for this purpose now has been created I think in 2010 and it came out as an exact reproduction of Xanax so a knockoff essentially I don’t necessarily have an issue with that
Easy to establish and use, specifically if you register through the complimentary trial. When you develop an account, you can begin using the service immediately. offers a series of samples and design templates, including products emailed to you. Even if you are still getting acquainted with this type of service, provides all the info you need to begin fast.
Hardware
There are no hardware requirements for. You can use the service with your existing phone and desktop devices. This fact operates in Freshdesk’s favor for smaller sized organizations trying to find affordable client assistance solutions.
Software
is cloud-based instead of on-premise software application, implying that you can simply log into the main website and use its functions online. A mobile application is available for download in the App and Google Play shops.
To use, ensure your browsers and running systems are compatible. Currently, its software works with Mac OS X 10.12.1 and Windows 7 systems or higher. Likewise, be sure that your Chrome, Firefox, Safari or Edge browsers stay up to date, and the service supports variations within the current 2 variations.
there are complimentary plans readily available for freshdesk whereas there there are none available for zendes all in one membership costs from 35 Euros per month and zenesque is a little bit more costly 59 monthly for agents basic memberships expense from 18 per agent monthly and after that zone is 25. their company design is both to be pricing based on the number of Agents not always the volume of tickets however the volume of tickets you have gorgeous and a lot of other tools however this one is being the very best so who’s this finest for this is um for little and mid-sized organizations Enterprise also zendes guys stays mid-sized organization and Business which holds true really small companies uh yeah normally gravitate towards smaller tools the ticketing system now it has a shared inbox with functions like issue tracking macros And so on so you have canned reactions real-time status view live chat naturally you have knowledge bases for both multi-language offered for zendes general impression more instinctive to use
I think that Crash Test is not as intuitive to utilize compared to other alternatives. In my experience both, I find that Crash Test can be more user-friendly, while Xanas can feel a bit more intricate and disjointed. I concur that Xanas faces challenges due to its fast growth and the multitude of tasks it currently manages, such as being a candidate Channel service and preserving cohesion. There are definitely tools offered that excel in areas such as chat, AI, and reporting. Nevertheless, it is necessary to consider that managing each of these platforms might need devoted workers.
Security
Freshworks prioritizes’s security in multiple ways, consisting of hosting its service through Amazon Web Service (AWS) servers, which have an industry-wide track record for offering exceptional uptime and information security. Amazon keeps its AWS servers under 24-hour monitoring and they have biometric locks. In addition, plans all include safe and secure sockets layer (SSL) file encryption for included security. Applications are likewise updated routinely with the most recent security patches.
Third-party Integrations
Freshworks boasts over 1,000 integrations, with numerous complimentary and paid apps available for alone. While Freshdesk can combine easily with third-party combinations, it works well with internal tools Freshcaller and Freshchat.
The Support Center module deals with customer support tickets. You can set up ticketing throughout several platforms, including your site, an app, social networks, and more. New tickets can go not just to a specific however likewise to shared inboxes to make it possible for collaboration. Teams can share tickets with other teams, along with split up jobs to speed up answering complex demands.
More advanced features include “Representative Collision Detection”, which avoids multiple representatives from unknowingly working on the very same ticket. likewise supports SLA Management, so you can set due dates for ticket reaction and/or resolution. This is simplified by the “Ticket Field Suggester” which can instantly classify tickets and make reasonable recommendations for filling fields.
We were also impressed to see that has an integrated “Thank You Detector”. This prevents tickets from being resumed if a customer responds with a thank you.
it’s it’s 4.5 out of 5 based on 2 000 evaluations and after that this is 4.4 based upon 3 000 evaluations pretty close G2 reviews so 4.4 and this was uh 4.3 out of 5000 now it is worth discussing that zendes was voted at g2’s best software for 2023. uh as you can see here they likewise have a um yeah in New york city they appear 3rd and they’re actually boasting with it since why not you understand this is an achievement we voted the primary best software for 2023 which is fantastic yeah I simply wanted to show you this uh xenos earns number one area for best software finest customer service product and item for Mid markets by G2 and it’s a very cool graphic what else let’s look at some other places where these tools are being compared let’s go to core functions so these 2 both the exact same thing in terms of the functions that they have some of them do a few of these functions a little bit much better they have self-serving portals so they both do that where you can utilize artificial intelligence and encourage self-service so CRM client management
so what zendesk has as an extra and its portfolio is the Zenda Sunshine platform which is a completely featured CRM software application that powers Integrations automations and analytics and we have actually developed a lot of apps offers and the sunlight xender sunshine what basically is is for for companies to be able to broaden their information models I understand it might sound too elegant I will link a video on an app that we have actually produced to assist with this data sets so freshdesk does not have a CRM system integrated however it integrates with a bunch of other crms all right so now we’re on Forbes fresh task has 4.21 Forbes then that’s 4.3 so another close call now Integrations it’s worth discussing that freshness has a 1000 plus apps and Integrations xenosk
Messaging, formerly known as Freshchat, is’s chatbot service. You can deploy automated chatbots throughout your site, mobile app, Facebook Messenger, WhatsApp, Telegram, and Apple Messages. As for support tickets, inbound messages can be directed to a shared inbox to promote partnership within support teams. Tickets can likewise be instantly assigned to representatives based on particular keywords and/or priorities.
Highly Adjustable Interfaces:’s FreshThemes feature lets users tailor their dashboard, making it a breeze to keep it looking both sharp and on-brand. With a modern-day, clean interface and prebuilt styles, starts off easy for beginners. Using FreshThemes is also simple. You choose a design template and then drag and drop the aspects you require most, such as ticket lists or analytics charts. This modification does more than make your control panel look excellent, it likewise enhances your work by putting whatever you require simply one click away.
In the Freshdesk personalization portal, a helpful feature is the Canned Forms tool. This feature enables you to produce pre-designed templates that improve consumer assistance conversations by gathering essential information from customers at issue resolution.
What sets apart in this arena is its smooth combination of these types into the ticketing workflow. When a canned kind is conserved, it’s easily available within the reply editor on the ticket information page, making it easy for agents to place the info with just a couple of clicks.
Tailored form fields
Customized Reports: The Pro and Business strategies offer customized analytics help administrators in getting a deeper understanding of their customer support data by focusing on the crucial elements appropriate to their particular organizations. In contrast to conventional reporting tools with limited metrics and fields, Freshdesk’s customized reporting functionality enables users to produce reports that are personalized to their particular service requirements. Users have the capability to:
Choose particular metrics to follow
Apply appropriate filters to arrange data
Share metrics teamwide
Freshdesk’s widget library likewise supplies a wealth of choices for data visualization, from pre-built templates to personalized widgets– which can be customized to display metrics across different modules such as tickets, timesheets, and studies.
Last but not least, the drag-and-drop performance makes it simple to set up widgets and resize them to fit the desired layout, making sure that users can easily design reports that fit their preferences.
package so SDK a little bit more channels but send us the you likewise have WhatsApp you have voice ah you have voice both you have text as well web widget website mobile SDK live chats which I do not see and after that you have API naturally so which the API you can integrate with lots of systems which uh we’ve done over 60 Combinations like this with the help of these NSK API so yeah that’s also a huge plus that you can do alright so I’ve been talking you through a little bit of functions and also the channels and the costs and the history let’s see what the neighborhood is saying so let’s uh open up what a few of our customers that are transitioning from crash test to send us have to say this is a collected from business that have actually moved from fresh test designers and they have this to say so fresh this assures on Combinations with numerous systems
however they don’t do them specifically the Salesforce combination which is not working effectively the Salesforce integration with zenesque is working great first desk is not really easy to use it’s not my words this resembles see what people are stating zendes has more feature is yes and we’ve seen them describe in various comparing articles once you’ve got Dennis you acknowledge that a lot of huge business use it yes I agree the majority of the companies that use zendesk are pretty big about customers these are a few of the logos that work with Xanax so I do not understand if you acknowledge any of these but yeah these are quite huge the majority of them Uber vibrant Squarespace MailChimp Shopify
The live chat function in the CRM is effective in converting assistance emails and chat records simplifying the process for companies. This consolidation of consumer interactions in one location boosts the context of consumer records, resulting in a better experience for both customers and support staff.
The most important aspect to consider is identifying the function the software application serves for you and the amount of time you want to purchase it. Personally, I think that if a software application solution deals with multiple problems for me even at a higher cost, it deserves it as it enables me to free up time for other organization priorities. Eventually, both software alternatives can successfully attend to problems and provide worth to customers through excellent customer care.