Building a conversational relationship with leads & customers is becoming a norm in 2019. Since 2007, Zendesk is helping companies to improve their customers experience, let's have a look at what they've built and why Crisp is a good alternative to Zendesk.

Why should you use a platform like Crisp or Zendesk?

Zendesk & Crisp come from different background. Zendesk, at the beginning was "just" a system for tracking, prioritizing, and solving customer support tickets. Then, in 2014, stepped into the messaging game by acquiring Zopim which is now Zendesk Chat contrary to Crisp that was initially just a live chat. From then these two platforms have grown differentially and are now almost equivalent regarding global proposition value: Multi-Channel Customer software.

So regarding Crisp or Zendesk, you can use them for :

Gathering customers or leads data
Exchange messages based on multiple channels
Support users through a knowledge base
Automate marketing & sales process
Segment user base

Globally, these applications are very useful, they allow to unload teams from inefficient actions and offer an all-in-one solution for customer success!

Crisp Vs Zendesk: Features comparison

First, let's have a basic look at the features of Crisp & Zendesk. At first hand, they look very similar. As Zendesk has stepped into the game of multi-channel customer software let's dive into both software to understand the pros and the cons of these two solutions.

Live Chat Software Comparison

Customization: The ability to modify the look of the chatbox regarding colors, messages, and so on.
Triggers: The ability to send targeted messages from the chatbox based on user behavior regarding your website
Chatbots: The ability to build conversational experience based on an automated workflow
Shortcuts: The ability to send pre-registred messages
Knowledge base shortcuts: The ability to use specific shortcuts to send messages from the chatbox, displaying links to the knowledge base.
One conversation/customer: The ability to centralize and unify conversations as one and only one conversation.
Live Browsing: The ability to assist the user while browsing your website
Live Translate: The ability to translate automatically messages regarding customers language
Availability: The ability to set availability regarding operators and customer support
Ask for email: The ability to ask for users email after the conversation has started
Queue: The ability to create a queue when there are too many conversations ongoing

Knowledge base software comparison

Multilingual helpdesk: The ability to build articles and helpdesk in multilingual mode
Helpdesk feedback: The ability to get feedback and comments regarding helpdesk articles
Customizable Helpdesk: The ability to modify helpdesk's design and attach it to a proper domain name.
WYSIWYG Editor: The ability to edit the helpdesk's articles with an enriched text editor
Categories: The ability to link articles to categories.
Statistics: The ability to have statistics upon knowledge base visits
Related articles: The ability to have related articles next to the ones the users are reading
Search bar: The ability to use a search bar to look for the content that is needed

Marketing & sales automation software comparison

Email automation: The ability to send sequenced email based on users interactions
Email personalization: The ability to send personalized messages to users based on users data
Data enrichment: The ability to enhance users profile through data enrichment
Email templates: The ability to save email content to use them later on
Pipeline Tracking: The ability to track sales & marketing pipeline
IP reveal: The ability to get firmographic data based on IP address
Email Schedule: The ability to schedule emails
Meeting: The ability to share a link to book a meeting
Tasks: The ability to assign tasks to sales rep regarding users
Lead Scoring: The ability to automatically give a score to websites visitors
Statistics: The ability to have data based on sales & marketing actions.