As much our observation goes, many Zendesk Chat customers are switching toÂ Freshchat, the modern messaging app from Freshworks. As you would expect, there isÂ always a common set of reasons for migrating to a different app.
Here are some of the common ones to migrate:
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1. Ability to quickly connect with the right teams
This is the most common one among the people who are switching from Zendesk ChatÂ to Freshchat. If you have to connect with the support team to solve yourÂ problem, the way it works on Freshchat is you choose the in-app support channel thatÂ you want to connect with and get on with it.
Whereas with Zendesk Chat, by default, you tend to be connected with a sales rep, andÂ once you explain what your issue is, you get transferred to the respective support team.Â And then again, you start explaining your issue all over.
In the age of CX, no one wants that kind of an experience.
2. Screen sharing option
Imagine a customer support agent is helping you resolve an issue by requesting you toÂ make a few clicks on your screen, and you find it tough to locate those menus. FreshchatÂ has an option called Co-browsing, where you and the agent can share screens, and theyÂ can do the clicks for you.
This is another feature where Freshchat wins over Zendesk Chat.
3. User experience is everything
This is in continuation with the above-discussed point. Zendesk still comes across as aÂ traditional chat tool in the era of modern messaging. For instance, Freshchat offers aÂ seamless messaging experience between support agents and customers comparedÂ to the Zendesk Chat experience.
4. Messaging experience vs traditional forms
I donâ€™t want to fill up a form and feel treated like a support ticket. Iâ€™m sure you donâ€™t like that experience either. So, when you get onto the organization’s website usingÂ Zendesk Chat, youâ€™ll need to fill up a form before you get to chat with your supportÂ agent. In this era of modern messaging, does it really make sense to gate your chat withÂ a form?
Freshchat doesnâ€™t need you to fill up forms. Itâ€™s either a live agent conversing with you right away, or an intelligent bot kicks in, asks the right questions, and automatically assigns you to anÂ agent.
5. Getting context about your prospects and customers
With Zendesk Chat, you can get information on the time spent on a specific page of your website or even the number of pages visited. Though useful, this information is not useful enough.
With Freshchat, you would need contextual information about a customer or websiteÂ visitor, such as what whitepaper did they download from your website, the pages visitedÂ by them, the actions taken by the visitor, etc. For instance, if you knew that a live visitorÂ on your website had added aÂ product worth $1000 to the cart – you could offer themÂ discounts to enable them to complete the purchase.
In short, using Freshchat, you can build meaningful conversations and enable yourÂ prospects and customers at the right touchpoints.
6. Opportunity to personalize user experience
You would be able to get a lot of context about the user from Freshchat so that you canÂ send personalized messages to your customers based on behavior, usage, demographics, and more.
7. Messaging experience on the go
Freshchat allows you to take your messaging experience everywhere through its mobile app with inbuilt channels and native FAQs.
8. Reducing the customer wait time
With Freshchat, you will always have the previous conversations unerased to get the customer’s context/history. Secondly, Freshchat identifies conversations due toÂ first response, thereby ensuring that customers arenâ€™t waiting for long.
9. Distribution of traffic
The â€œIntelliAssignâ€ feature in Freshchat auto-assigns conversations to the right team members based on their current workload or skill levels. Thus, it ensures that theÂ customer traffic is distributed meaningfully without supervisors’ need to keep aÂ tab on which conversations your team members are engaging in.
10. Freshworks ecosystem
For Freshchat customers, it is much easier to build their complete stack by just adding FreshSales (CRM) and Freshdesk(helpdesk) subscriptions. Given the apps in their marketplace, you have the ability to integrate with your existing systems and hit theÂ ground running. Zendesk Chat, though they have their own helpdesk, just recentlyÂ acquired a CRM tool to compete with Freshworks. But, it doesnâ€™t integrate with theÂ helpdesk and Chat systems yet.