The Benefits and Drawbacks of Using Zendesk as a Help Desk System for a Company’s IT Department

Are you considering Zendesk as a help desk tool for your IT department? Some describe it as a backstage pass to better customer service. Let’s delve into the pros and cons of using Zendesk and explore some alternatives that might offer more value.

Benefits of Zendesk

Streamlined Customer Support: Zendesk helps you streamline your customer support process, improving response times and keeping track of all your interactions with customers. It’s an excellent tool for managing tickets and providing a seamless service experience.

Efficient Ticketing System: The ticketing system is user-friendly, allowing your IT team to manage and prioritize issues effectively. Everything is organized, making it easy to follow up and resolve customer inquiries swiftly.

Omnichannel Communication: With Zendesk, you can engage with customers through multiple channels, including email, chat, social media, and phone calls. This omnichannel approach ensures that no customer inquiry slips through the cracks.

General CRM Capabilities: Zendesk also offers customer relationship management (CRM) features, helping you manage customer data, contact information, and service history. This comprehensive approach enhances customer satisfaction by providing personalized service.

Drawbacks of Zendesk

Complex Setup Process: While Zendesk is a powerful tool, the initial setup can be complex. Your IT department will need to invest time in configuring the platform and ensuring it meets your company’s specific needs. Fortunately, Harvard’s Zendesk can help with this process.

Steep Learning Curve: Agents and administrators need to commit time to learning how to use Zendesk effectively. This is particularly true for those not familiar with the platform. Comprehensive training courses can make a significant difference.

High Cost: Zendesk can be expensive, especially if you want to utilize all its features. The pricing model is tiered, with different packages available for various needs. If your budget is limited, exploring alternatives might be necessary.

Zendesk Alternatives

While Zendesk is a reputable platform, there are many alternatives that offer more flexible functionality, a smoother user interface, and better pricing models. Here’s one such alternative:

HelpCrunch

Live Chat: HelpCrunch offers a live chat feature that allows real-time customer communication, improving response times and engagement.

Shared Inbox: Your team can use a shared inbox to collaborate effectively, ensuring that no customer inquiry is left unaddressed.

Affordable Pricing: HelpCrunch charges only $15 per month per user, making it a more cost-effective solution compared to Zendesk’s pricing models. This affordability can help small businesses and startups while still providing robust features.

Knowledge Base Management: HelpCrunch provides tools for building an amazing knowledge base, allowing customers to find answers to common questions without needing support from your team.

Integrations: HelpCrunch integrates with popular apps such as MailChimp, Trustpilot, Shopify, WooCommerce, and Xero, simplifying your workflow and enhancing overall efficiency.

Conclusion

While Zendesk offers many advantages for companies needing a robust customer support system, it’s essential to carefully consider its drawbacks, particularly the high cost and complex setup process. Exploring alternatives like HelpCrunch can provide a more flexible, cost-effective solution without sacrificing the quality of service you aim to offer.