Freshdesk and UserVoice are two innovative helpdesk solutions which could give a whole new dimension to your business-related pursuits. Let us explore in depth about all you need to know about these help desk solutions, in terms of intended users, pricing info , features and pros and cons.
Intended users
Uservoice is equally good for both web-based and mobile applications. If your business requirement is to constantly mingle with customers to log complaints or to provide support regardless of business size, this solution can prove to be worthy of your investment. This product is ideal for product managers and support managers. Product managers can exploit the nuances of this helpdesk solution to obtain in-depth user response and reporting which would help to make better product verdicts. Support managers can make use of this help desk solution to ramp up customer support. UserVoice is equally beneficial for small businesses, mid-size businesses and large enterprises.
Freshdesk help desk solution doesn’t cost a fortune, it might be worth checking out if you are interested in a help desk solution with powerful ticket management and integrations features. Freshdesk is the best solution for small business owner and the ROI is high compared to any another help desk solution. However, if your requirements are bit on the upper side, say change or problem management this help desk solution may not be able to cater to your requirements.
Pricing
Freshdesk lists at an almost-unheard-of price in the niche of help desk solutions. To entice users with different budget ranges, it is available in 5 pricing options viz. Sprout (Rs. 0 per agent per month, up to 3 agents 13 USD/agent/month thereafter), Blossom (15 USD per agent per month billed annually),Garden (22 USD per agent per month billed annually), Estate (37 USD per agent per month billed annually) and Forest (66 USD per agent per month billed annually).
UserVoice help desk is available in three pricing plans, viz. Standard, Enhanced and Professional. At 15 the rate of USD per month per agent standard version is designed for small but promising teams. Standard version offers features like Knowledge base, Instant Answers, Support tickets and Inspector reporting Suite for the users.
As we move up the plans, User Voice shoots up the price. Enhanced version is available at the rate of 45 USD per month per agent and it provides capabilities like support queues, private subscriber updates and Single-sign on ( SSO ) which might prove to be useful for bigger groups. Professional mode fares at 85 USD per month and user could relish top-notch features like Custom design ( HTML and CSS) and onboarding services. From the pricing info, it is quite evident that UserVoice is not competitively priced as Freshdesk help desk solution.
Features
Ticket Management
Freshdesk help desk solution boasts of an award-winning ticket management system, which enables to fix every issues effortlessly. Agent collision detection feature enables users to determine who else is working on the ticket and this prevents overlap of data. User can also classify and prioritize the tickets to assist easy ticket handling. With a simple Set up process, you may start working on this solution with much ease. It also gets an array of features like canned responses, keyboard shortcuts etc. which helps to nurture this help desk solution. User could also categorize, assign and delete tickets quickly and in a no hassle manner.
UserVoice is also an efficient cloud-based helpdesk application which empowers employees to recover the data from any Internet-connected device. All the relevant data related to each incident like count of past tickets, social media tickets etc. are linked up to enable easy ticket management. When an issue arises, it would be available in in the Unassigned folder. This ticket could be assigned to a team member with just a mouse-click. The proficiency to tag tickets for reporting and indexing is phenomenal, and the user attributes you can deliver with the aid of tickets and NPS surveys renders worthy insight required to truly apprehend the clients. Satisfaction, crowd-sourced user visions and instant answers are some of the other highlights of this help desk solution.
Integrations
Native integrations give a whole new dimension to Freshdesk helpdesk solution as it backs integration with prominent applications like Dropbox, JIRA, Google Analytics, Salesforce, nimble, and the like. On the top of this, user could even create FreshPlug to get hold of pivotal details from third party apps.
UserVoice help desk solution is also loaded with an extensive suite of software integrations – CRM, social, and marketing applications to give a thrust to your business. UserVoice also helps to incorporate a business’s WordPress site and Facebook integration, to give you good exposure in the industry.
Reporting
If you like powerful reporting capabilities, you have a winner in UserVoice help desk solution. It offers a comprehensive and an all-inclusive analytics on all the fundamental areas like support, customer satisfaction, and customer engagement. This helps to evaluate the downsides in each units and to implement remedial procedures. Reporting feature also helps to unveil vital information concerning the individual who is delegated those tickets. UserVoice help desk solution also helps to disclose key-business details like response time and ticket volumes. Customer’s feedback and customer history are also provided.
Freshdesk also gets good reporting feature and gets multiple reporting systems like Summary reports, At a Glance reports, Comparison Reports and Top-N analysis reports. Satisfaction surveys help to analyze better about your business and empowers you to measure overall team performance. Feedbacks received from the end-user will help you to evaluate drawbacks in your team and to build up the overall support experience
User Voice
Pros
- Satisfaction surveys that help enhance and qualify responses
- Personalized response mechanism through the ticketing window
- Easy to use software with an interactive frontend screen
Cons
- Seamless integration across all media, still not completely seamless especially across devices.
- Process is not 100% automated
Freshdesk
Pros
- Affordable helpdesk solution
- Efficient ticket management and reporting features
- Supports ITIL
Cons
- Lack of asset management feature
- Does not help in change or problem management
