Some users submit questions with mistypes which can lead to zero search results. However, I am constantly checking the failed searches and adding them as keywords to the articles.

I was an early adopter of SH. Purchasing perpetual access to a limited version of the app for a one-time fee.

The user-interface is very well thought out and is a pleasure to use. But it doesn't end there.

It allows creating a good knowledge base quite quickly and can be quickly integrated in the application. Text formatting options allow highlight certain points, which is nice.

The main page looks awesome and cover most of the popular questions. Advance contact us, which give us the ability to customize it and lower the number of requests.

A great tool that saves a tremendous amount of time for our support team.

They are implementing many great updates. Another great feature that you can integrate it into your website/application and it will show articles based on that particular page.

Great tool for providing in-context help to customers.

Beautifully Design Knowledge Base with Great Reporting.

Admin site is very convenient and easy to use. Support team of Support Hero is very friendly and is always open to feedback and feature requests.

The software feels somewhat neglected and there have been very few updates (or atleast those updates have not been communicated effectively to subscribers).

This is a great tool which helps our business a lot.

I suspect more additions to come as the software matures.

The Suggested Articles feature stands out to us and really helps our customers get to the articles they need. The support team has been outstanding as well.

The look and feel of the interface is what I like most but also the ease of adding articles and the power of the reporting.

Sometimes it does not load at all. The translated content is quite useful for the task of translation itself, but it has some serious UX problems  when it comes to administrating articles.

Support Hero is also very well supported with excellent instructional materials and a support team that lives up to the name Support Hero.

Nice and clean customer-facing UI. Very easy to use and intuitive to set up from the admin-side of things.

The Stats overview is also extremely helpful in order to get an insight of the users vocabulary and  quickly locate gaps in our help center. Customizable Forms' content is also very useful.

Used this at one of my old jobs and it was so easy to use and amazing for functionality.

I like how easy anyone can be trained to use this, making sure clients are taken care of is a huge priority so this is a wonderful platform for that.

I have been very impressed by the available Knowledge Base and Community for answering my questions about functionality and best practices. Zendesk Support has also been a fantastic resource.

This software is a great way to centralize all customer service experiences. It also has great ability to integrate with other software.

What I like most about Zendesk is the way it can handle and manage customer relationships with ease and simplicity. Very great platform to use for your CRM needs.

Love how easy it is to submit the tickets and how easy the tool is to use. Love that I am able to follow it along.

Good for ticketing systems and really hums when it's automated. Fairly widely used in the industry so there's a lot of good forums and support on it.

It is a fantastic solution that meets all the requirements of our corporation.

I liked the standardization of different support metrics. The CSAT is pretty good and APIs are very useful.

I like the ease of finding past tickets. Not a fan of the chat feature.

If you use all Zendesk Suite, Chat it's a great add-on, and it's cost per agent it is fair enough when compared to all the metrics you can gather.

The transition from ticket to call is lovely if you require that feature and it allows you save your interaction easily.

The customer communication and support have been improved and we are happy about its functions and prices.

ZenDesk is cost effective and easy to implement. The macros features are powerful, and allow for a lot of ease of use in the system.

The interface is so intuitive and powerful. Customer service advisors adapt to it very quickly, and it makes it super easy for them to manage their tickets.

We never had support on issues, lost clients, lost statistics, etc. But when payment is due, then they sent many emails.

Their Email Platform Connect is the worst on the market.

Big array of features which can help companies in different situations. Useful feature of having different languages in the system, which helps a lot with international clients.

Over my experience was nice. Customer service was responsive and the product is well on its way to be the best in the market.

It's a great tool for Customer Care and the conexion with Facebook and Twitter allows for a complete ownership of the customer care attention.

Zendesk has solved so many issues in one program. Pricing is good and a fair price.

Overall my experience was great. It is a nice product that integrates easily with other softwares.

I loved how feature rich this software was, it definitely helped me help my shoppers and website visitors.

Another cons is their technical support is very poor, it’s not that often you’ll need it but when you do, it’s hard to get it.

I love zendesk and find it pretty easy to use. I like how useful it is in everyday business setting.

I had a great experience using zen desk. My team was happy too with how easy it is to use and how quickly they can move from ticket to ticket.

The alert sound is as bad as one could sound and the lack of some useful features proved a NO GO! for me.

US Dollar

Support Hero is a cloud-based knowledge management solution that helps users create informative articles/tutorials and improve customer satisfaction. Key features of this platform include private content, SSO, statistics down to the individual level, continuous iteration and improvement reporting, custom support resources, and more!


Designed for small to midsize businesses, Support Hero comes with an embedded help support widget which resolves customer queries from directly within your application. It comes with a contact form tool, which enables users to collect all information and provide support as per customer’s requirements. Additionally, the knowledge base module allows businesses to publish information within the company website and reduce inbound support tickets.


Support Hero allows integration with various third-party applications such as Salesforce, Segment, Kissmetrics, Uservoice, Freshdesk, Intercom, Drift, Zendesk and Woopra. It is available on monthly subscription and support is extended via documentation and email.



LongDescription

Cataloging/Categorization

Surveys & Feedback

Self-Learning

Document Storage

Access Controls/Permissions

Activity Tracking

SSL Security

Single Sign On

Full Text Search

Data Import/Export

Self Service Portal

Content Management

Text Editing

Alerts/Notifications

Reporting & Statistics

Knowledge Base Management

Multi-Language

Customizable Branding

Widgets

Customizable Forms

Tagging

Document Management

Mac OS

Web browser (OS agnostic)

Chat

Self-Employed

2-10

11-50

51-200

201-500

501-1000

1000+

SupportHero

In Person

Live Online

Documentation

Zendesk is a cloud-based help desk management solution offering customizable tools to build customer service portal, knowledge base and online communities. The solution offers a customizable front-end portal, live chat features and integration with applications like Salesforce and Google Analytics. Zendesk is used across a wide range of vertical markets including technology, government, media and retail, from small to large.


Zendesk’s online customer portal helps support agents to keep track of tickets raised and their status. Customers can go through existing tickets to find answers from queries similar to their question and if not satisfied, customers can raise their own tickets in the portal. Zendesk also offers branding of support pages with business logos, themes and brand images.


Zendesk allows businesses to build a knowledge base to address some of the most prominent and repetitive questions, so that customers can go through the basic set of queries asked in general. Using Zendesk, businesses can also set up an online community where their customers can post queries and reply to ongoing discussion threads.

Zendesk Suite includes the following products: Ticketing System, Help Center, Community Forum, Messaging, Zendesk Talk, Zendesk Explore and Zendesk Sunshine Conversations. 

The Zendesk Suite is offered in five different plans depending on a companies need. These plans are: Team, Growth, Professional, Enterprise and Enterprise Plus. Connect with Zendesk to see which plan is best for your business. 


 



Commenting/Notes

Support Ticket Management

Real-Time Analytics

AB Testing

Case Management

Personalization

Multi-Channel Management

Text Analysis

360 Degree Feedback

Customizable Reports

Transfers/Routing

Customer Segmentation

SMS Messaging

Real-Time Monitoring

Customer Service Analytics

Workflow Configuration

Contract/License Management

Active Directory Integration

Change Management

Sentiment Analysis

IVR/Voice Recognition

Automatic Call Distribution

Voice Mail

Project Management

Rules-Based Workflow

Blended Call Center

Procurement Management

Knowledge Management

Communication Management

Customer Database

Call Recording

Interactive Content

Call Logging

Offline Form

Print Management

Customizable Fields

Collaboration Tools

Automated Routing

Churn Management

Assignment Management

Call Center Management

Batch Communications

Progressive Dialer

Template Management

Email Tracking

Win/Loss Analysis

Customer Complaint Tracking

Call Routing

Problem Management

Email Templates

Email Distribution

Text to Speech

Account Alerts

Customer Experience Management

Help Desk Management

Audit Trail

Outbound Call Center

Configurable Workflow

Screen Sharing

Mobile Access

Social Media Monitoring

Proactive Chat

Multi-Channel Data Collection

Survey/Poll Management

Service Reporting

CMDB

Capacity Management

On-Demand Communications

Real Time Data

Transcripts/Chat History

Performance Metrics

Inbound Call Center

Routing

Service Catalog

Call Scripting

Discussions/Forums

Phone Key Input

Issue Scheduling

Issue Management

Call Reporting

Multi-Channel Communication

Complaint Monitoring

Filtering

Configuration Management

Queue Management

Support Ticket Tracking

Role-Based Permissions

Windows 7

Windows Vista

Windows XP

Linux

HP-UX

Solaris

Unix

IBM OS/400

Windows 2000

Support only pricing starts at $19 per agent/month.
Suite pricing starts at $55 per agent/month. 
Free trial available.

SupportHero vs Zendesk Suite

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