There are infinitely many chat solutions available on the Internet. So, how are you supposed to choose the right one? From mega-corporations like Zendesk Chat, Slack, and Intercom to smaller businesses like us, picking one can feel impossible. Recently, Zendesk has become widely accepted as the ultimate live chat solution. With Fortune 100 clientele like Shell and Uber Zendesk certainly has a reputation for success. However, as you might have suspected, reputation and widespread adoption don’t necessarily mean it’s the best fit for every business. As such, many businesses find themselves paying for advanced capabilities they don’t fully utilize or struggling to customize the platform to suit their workflow. In this article, we will go over the pros and cons of Zendesk chat and how it compares with Syncro.
When to Use Zendesk Chat?
Being such a large company, there are several applications where software like Zendesk comes in handy. One of these is when you need a place to handle all customer inquiries with a boatload of customization options. It’s also great for businesses that desperately need a place that consolidates all customer inquiries from multiple different communication channels. For instance, if you struggle to keep up with customers who message you across social media, email, phone calls, and live chat, Zendesk can help. It offers the technology and resources to consolidate all of these channels, so you never have to play detective again. This feature alone can help boost customer satisfaction and improve your company’s organization.
Another reason that you might choose Zendesk chat is that you need reporting analytics on your customer service performance. Zendesk offers extensive analytics tools with customizable dashboards which allow you to track what’s most important. From customer service metrics to support request trends, you can get all the stats you need to measure customer satisfaction.
Zendesk primarily caters to companies that are global in scale and need to provide customer support in multiple languages. If this sounds like you, then Zendesk might be a great fit. However, you should be prepared to pay a premium for all of these features. Most of Zendesks chat plans start at $59 per month per agent. So, if your budget has some flexibility, this shouldn’t be a problem.
To use Zendesk effectively it is crucial that you have the resources (not just money) to implement and maintain the service. Unfortunately, it’s not a set-it-and-forget-it solution. Zendesk requires customers to regularly maintain their accounts to keep customers and agents happy. This makes Zendesk better for larger companies with substantial staff.
When to Use Syncro Instead?
It’s clear that Zendesk and other large-scale, commercialized chat tools are designed with enterprise-level corporations in mind. This is why businesses with a smaller yet growing customer base may find greater success with a more tailored, grassroots solution. The reality of using tools like Zendesk is that, unless you’re a Fortune 100 company, your business may be overlooked or receive limited support. In contrast, at Syncro, we focus specifically on local businesses and small organizations, offering support and effective lead-generation strategies. As a small business ourselves, we understand firsthand what other SMBs need to thrive.
If your business operates on a tight budget, it’s also wise to avoid high-cost platforms like Zendesk. Many of the advanced features on these platforms come at a premium, which may be a drop in the bucket for corporations like Shell or Uber but could destroy the financial stability of a small business. Syncro, on the other hand, offers a less commercialized and far more affordable alternative, with no hidden fees. Plus, you have the opportunity to trial Syncro for free, so you can be confident in your choice before making a commitment.
Finally, you should consider Syncro if you’re seeking a straightforward tool without the complexity of platforms like Zendesk. Syncro provides essential features—such as live chat, automated messaging, and analytics—within an easy-to-learn interface. Many Zendesk clients report a steep learning curve, which takes time and training to fully understand. With Syncro, you get what you need without unnecessary bells and whistles, making it an accessible solution for smaller teams.
Contact us Today to Learn More About Syncro!
For more information about why you should consider integrating Syncro over Zendesk Chat, contact us today! We’d be happy to help you get a better understanding of how our tool can be of benefit to your business—no matter its size! Be sure to check out our blog again next month for more information about live chat and its extensive benefits. If you have any questions about Syncro, feel free to reach out to our experts. We look forward to working with you in the near future!
