At Assist Scout, we consider our product is the very best customer support software program available on the market. However we’d by no means anticipate you to only take our phrase for it. That is why, on this publish, we will provide you with all the explanations Assist Scout is the very best Zendesk various in keeping with our prospects.
We have scoured critiques on third-party platforms like G2 and Capterra to place collectively this information to why you must select Assist Scout over Zendesk or — for those who’re a present Zendesk buyer — why you must make the swap to Assist Scout.
1. Assist Scout is way simpler to make use of than Zendesk
Should you’re bored with struggling to carry out easy duties in Zendesk’s sophisticated system — or if you wish to cease spending weeks coaching new hires find out how to use your help device — Assist Scout might be a breath of contemporary air. Assist Scout is rated considerably larger by prospects on G2 for ease of use, ease of setup, and ease of admin.
Zendesk is constructed for enterprise groups searching for deep customization to handle extraordinarily excessive help volumes. Assist Scout is constructed for small and mid-sized SaaS and ecommerce help groups that simply need to ship distinctive help as shortly and simply as doable.
We’ve not added options simply because different instruments provide them. We have added options primarily based on what our personal help staff and our prospects really want with a view to do their work effectively.
With Assist Scout, you do not get a Frankenstein system slowing you down with countless choices you may by no means use — only a easy interface exhibiting precisely what you have to get the job executed.
What Assist Scout prospects say* about its ease of use
“Some buyer help instruments have a whole lot of options that we hardly ever use in our day-to-day job. And most of them are simply all around the interface, which could be too overwhelming for brand spanking new customers. However Assist Scout just isn’t one in all these instruments. It is simply very straightforward on the eyes and never too overwhelming.” Learn the complete evaluation.
“Easy, straightforward to make use of. We have been working it for years, and I choose the interface to Zendesk and Freshdesk.” Learn the complete evaluation.
“Very straightforward to arrange and preserve a workflow. Consequently, our prospects are very pleased with the human help and self-service acquired.” Learn the complete evaluation.
“The simplicity is what I really like about Assist Scout. I’ve tried different platforms, however for me, that is extra snug for my eyes and user-friendly. Every little thing appears to be like neat and arranged in order that even inexperienced persons is not going to be confused.” Learn the complete evaluation.
*Among the buyer critiques quoted on this piece have been evenly edited for readability and readability.
2. Assist Scout is rather more inexpensive than Zendesk
With Zendesk, you pay per agent. With Assist Scout, you pay primarily based on the variety of folks reaching out to you for help. That implies that you do not pay extra for Assist Scout as you develop your staff; you pay extra as you develop your enterprise. You may by no means see your invoice improve merely since you wanted a couple of additional arms to assist help your prospects.
Moreover, Assist Scout contains all of its channels in all of its plans — even the free plan. With Zendesk, totally different channels are locked behind larger pricing tiers. On the bottom plan ($19/agent per thirty days), you solely get e-mail and social help. To get chat or self-service, you may must improve to the $55/agent per thirty days Suite Workforce plan.
Lastly, limitless use of all of Assist Scout’s AI options is included in each plan at no extra price, so your invoice will not go up as a result of your chatbot answered a buyer’s query for you, translated a request into one other language, or helped you draft a reply.
With Zendesk, it’s important to buy an add-on with a further month-to-month per-user price to get entry to AI copilots, and you will pay a further charge per AI reply for those who go over your very restricted month-to-month allotment. On the Suite Workforce plan, you solely get 5 automated resolutions per agent per thirty days earlier than the $1.50/decision price kicks in.
What Assist Scout prospects say about its price
“I like that the worth is inexpensive — I actually do not suppose you may discover a higher bang on your buck.” Learn the complete evaluation.
“I really like that you simply get a lot included within the value but in addition the merchandise provided are of top of the range and an asset to the enterprise.” Learn the complete evaluation.
“I like their clear and easy pricing. You possibly can forecast and plan on your price. Different instruments like Intercom or HubSpot have very advanced pricing.” Learn the complete evaluation.
“Even the associated fee is cheap — we have now 100% confidence that we’re utilizing a (THE) chief within the class.” Learn the complete evaluation.
“Assist Scout provides all of the options you need, however would not nickel and dime you for it like the larger names do.” Learn the complete evaluation.
3. The help you may get from Assist Scout’s staff is second-to-none
Typically you have to get nice help to ship nice help, and with regards to nice help, Assist Scout is the very best within the enterprise. With a 9.1 out of 10 ranking on G2 for high quality of help, Assist Scout beats out:
Zendesk with an 8.2/10 ranking.
HubSpot Service Hub with an 8.8/10 ranking.
Intercom with an 8.7/10 ranking.
Zoho Desk with an 8.3/10 ranking.
Kustomer with an 8.9/10 ranking.
Salesforce Service Cloud with an 8.3/10 ranking.
Dixa with an 8.7/10 ranking.
Assist Scout provides 24/6 help, together with a detailed assist middle, free assets and guides, and dwell courses hosted by Assist Scout specialists, so you may have every thing you have to help your prospects day in and time out.
Whereas you should utilize our AI Solutions function to get an instantaneous reply to your questions, the true people on our help staff are at all times there and simply accessible while you want them.
What Assist Scout prospects say concerning the help they obtain
“The client help is over-the-top, superb, above-and-beyond useful. These should not clichés, they need to be taken actually.” Learn the complete evaluation.
“Completely NO ONE beats Assist Scout’s personal buyer care method and a focus to element.…Assist Scout is a care desk that has been made by superb professionals already within the buyer care area — a service BY help groups FOR help groups.” Learn the complete evaluation.
“Their very own help staff, weblog, and help content material have been extremely helpful and priceless, each personally and professionally. You possibly can inform these folks care about folks!” Learn the complete evaluation.
4. Assist Scout helps you ship distinctive buyer help, too
Assist Scout was born from our founders’ frustrations looking for a help device that aligned with their customer-centric values. All the instruments available on the market turned prospects into ticket numbers and added pointless friction to the method.
So that they got down to construct a greater resolution — one that really helped groups ship distinctive help somewhat than hindered it — and that early philosophy has been baked into each product choice we have made during the last 14 years.
The options we have constructed, the design of our product, the pleasant and useful folks on our help staff, and our publication, podcast, and weblog (created by help professionals for help professionals) are all deliberately designed that can assist you ship the identical distinctive help that we try to realize ourselves.
What prospects say about their help earlier than and after Assist Scout
“Now we have delivered extra distinctive customer support to our startups yearly by counting on Assist Scout’s fast and painless product and by studying to anticipate and belief its continuous enhancements.” Learn the complete evaluation.
“Actually, this product has made buyer help really easy for our firm. We tag buyer questions and might see what’s working and never working month-to-month. Our response time has improved considerably.” Learn the complete evaluation.
“Assist Scout is straightforward for our staff to make use of, helps us present higher help to our prospects faster, and is a device that we take pleasure in, not one we’re solely compelled to make use of.” Learn the complete evaluation.
“Not solely do they supply a killer product, however in addition they present schooling for our customer support reps so we are able to service our prospects higher.” Learn the complete evaluation.
5. You do not want growth help to make use of Assist Scout
Zendesk’s market lists 400+ third-party companions which you could pay that can assist you get it arrange. This highlights the technical burden of utilizing Zendesk; it is so sophisticated that there are totally separate companies thriving solely on offering technical help to Zendesk’s prospects.
Should you do not use one in all its companions, you may seemingly must depend on inner IT, engineering, or operations help to assist implement, customise, and preserve the system. Think about these critiques from Zendesk prospects:
“The educational curve for establishing workflows and automation could be steep with out technical help or detailed steering.” Learn the complete evaluation.
“Some customization choices, like dashboard reporting or UI modifications, require extra technical data or developer help than anticipated.” Learn the complete evaluation.
“Zendesk could be tough to study, particularly for brand spanking new customers. Setting it up and customizing it may be sophisticated, and also you would possibly want some technical assist.” Learn the complete evaluation.
Assist Scout would not have an implementation accomplice market since you do not want one. Anybody in your help staff can arrange Assist Scout and customise it to be precisely what you want. Should you need assistance doing it, our personal help staff — not a third-party firm it’s important to pay — will stroll you thru the method.
What Assist Scout prospects say about establishing and utilizing the software program
“Straightforward and quick setup. Want dwell chat? Want docs? Should you’ve bought 10 minutes, you can arrange each in lower than that.” Learn the complete evaluation.
“Assist Scout is straightforward to arrange, and normally, you may keep away from working together with your IT staff. Assist Scout additionally has a really intuitive interface which makes coaching your staff straightforward! The Assist Scout staff bought it proper!” Learn the complete evaluation.
“Having labored with Zendesk earlier than, the distinction was evening and day. Our staff enjoys Assist Scout due to the benefit of use, user-friendly platform, reporting, and extra! Most accessible to arrange and fast to go dwell (inside minutes)!” Learn the complete evaluation.
You’ve heard from Assist Scout customers why they choose Assist Scout to Zendesk. Listed below are two extra causes we all know you’ll love Assist Scout, from the views of those that understand it greatest.
6. It is easy emigrate from Zendesk to Assist Scout
As our personal Mathew Patterson says, switching assist desks can “really feel like performing surgical procedure on a shifting curler coaster.” At Assist Scout, we perceive that, so we have made it as straightforward as doable emigrate from Zendesk to our product.
Whereas a whole lot of the Zendesk options on the market pressure you to pay third-party instruments emigrate your information from one assist desk to a different, Assist Scout provides computerized migration from Zendesk to Assist Scout utilizing Import2, and the service is totally free for many prospects.
Import2 will migrate your entire help tickets/emails, tags, and buyer profiles from Zendesk to Assist Scout, and Assist Scout additionally has a separate device you should utilize emigrate your assist middle articles over.
7. Assist Scout is customer-first, not AI-first
At Assist Scout, we like AI. We use AI. We have constructed many AI options into our platform. However we’ve not crammed AI into the platform in each doable means, as a result of we’re a customer-first platform — not an AI-first platform.
We launched our AI options slower than Zendesk did. Our help staff examined them exhaustively to verify the ultimate product was one thing that really helped us ship higher help. It gave us confidence that these options would additionally assist our prospects ship higher help.
AI could also be altering the world, however our founding perception is as true now because it was 14 years in the past: Nice buyer help is nice for enterprise.
Zendesk and different AI-first buyer help platforms are constructing countless AI options which might be designed that can assist you scale back the price of your help staff.
At Assist Scout, we’re constructing AI options to assist your help staff do extra partaking and impactful work as a result of we consider that nice buyer help is a income driver — not a value middle.
It is time for a greater expertise on your staff and your prospects
The proof from our prospects is evident: For small and mid-sized groups that worth ease of use, affordability, and world-class help, Assist Scout is the superior Zendesk various.
You don’t want extra complexity, extra options you’ll by no means use, or extra line gadgets in your invoice. You want a accomplice that helps you’re employed extra effectively and preserve your prospects completely satisfied. That’s precisely what we constructed Assist Scout to do.
Able to make the swap? Get began totally free right this moment.
