In today’s digital world, offering excellent customer service is critical to the success of any business. Businesses frequently rely on customer support technologies to properly monitor and answer client inquiries. Trengo and Zendesk Suite are two key market competitors. In this blog article, we’ll compare these two platforms in depth, examining their features, cost, customer satisfaction, and support. By the end, you should have a solid understanding of which tool is most suited to the needs of your business.
Overview
About Trengo
Trengo is a cloud-based customer engagement platform that enables companies to organize team communication and communicate with consumers via a compiled inbox across different mediums such as WhatsApp, emails, chat, social media platforms, and phone conversations. Companies may use the platform to tag colleagues in internal emails, track client communications, assign discussions, make notes/comments, and get push notifications about client interactions via mobile apps. Trengo enables enterprises to form teams and give people to them. The technology allows admins to limit or provide specific permissions to team members through access control. It also enables organizations to create groups of people with whom their clients or consumers should interact. Trengo offers real-time statistics, allowing businesses to assess the effectiveness of their marketing and client interactions. Metrics such as response time, message delivery, email open rates, and others may be tracked by businesses.
- Everything is in one place, with an interface that works flawlessly and looks great.
- The tool is simple to set up and use, and it allows us to interact with our customers more effectively. Trengo is simple to use; there is an internet version as well as a desktop application.
- This messaging platform is helpful for all channels, including WhatsApp, Facebook, SMS, website chat, and Telegram.
- Customers may simply discover their solution in the help center (which contains commonly asked questions) or through a dialogue with the Flow Bot (chatbot). Quick responses (insertable answers) are used to answer the remaining questions. With this ticket system, I can keep track of new, picked up, and closed tickets and any customer support queries (that come in via Facebook, Instagram, WhatsApp, email, and website chat) in one spot.
- It might not be easy to examine the history of closed tickets that are reopened by a consumer.
- There is no option for sending directly to WhatsApp.
- Some helpful utilities found in Outlook are not accessible in Trengo.
About Zendesk Suite
Zendesk is a help desk management solution that is cloud-based and provides adaptable tools for creating customer support portals, knowledge bases, and online communities. The system includes a front-end portal that can be customized, live chat functions, and connectivity with apps like Salesforce and Google Analytics. Zendesk has been used in a broad spectrum of vertical areas, from minor to significant, including technology, government, media, and retail. Zendesk’s online customer portal assists support agents in keeping track of tickets that have been raised and their progress. Customers can search current tickets for solutions to similar questions, and if they are not pleased, they can create their own keys in the portal.
Zendesk also provides support page branding with business logos, themes, and brand pictures. Zendesk enables companies to develop a knowledge base to cover some of the most common and repetitive concerns, allowing consumers to browse through the most often-asked topics. Businesses may also use Zendesk to create an online community where consumers can ask questions and respond to existing conversation threads. Ticketing System, Help Centre, Community Forum, Messaging, Zendesk Talk, Zendesk Explore, and Zendesk Sunshine Conversations are all part of the Zendesk Suite.
- It is superior to other tools such as live chat and Freshchat.
- Zendesk is a fantastic customer service software.
- It’s a breeze how Zendesk sends alerts and how the ticket has handled the platform with the simplicity of job completion, attaching material, and keeping track of users and access.
- Zendesk needs more effort to get started. The option to customize the chat widget so that it fits the design of your business and effortlessly interacts with your website is a great advantage.
- For new businesses, the cost might be too high.
- Only sometimes, however, would certain users become confused and miss entirely updates or inquiries given back to them by the IT team, causing you to lose time.
- Zendesk requires separate licenses for adding new agents, yet there should be a way to create a team inside the same permit, albeit this should be limited to 3-5 agents per team under one license.
Best Exclusive Features of Trengo and Zendesk Suite
| Features | Trengo | Zendesk Suite |
|---|---|---|
| Email Management | Available | Available |
| Alerts/Escalation | Available | Available |
| Automated Routing | Available | Available |
| Customer Database | Available | Available |
| Customizable Branding | Available | Available |
| Activity Dashboard | Not Available | Available |
| Interaction Tracking | Not Available | Available |
| Knowledge Base Management | Available | Available |
| Macros/Templated Responses | Available | Available |
| Multi-Channel Communication | Available | Available |
| Real-Time Notifications | Available | Available |
| Real-Time Chat | Available | Available |
| Remote Access/Control | Available | Not Available |
| Reporting/Analytics | Available | Not Available |
| Self Service Portal | Available | Available |
| Service Level Agreement (SLA) Management | Available | Available |
| Social Media Integration | Available | Available |
| Support Ticket Management | Available | Available |
| Third-Party Integrations | Available | Available |
| Ticket Management | Available | Available |
| Workflow Configuration | Available | Available |
Pricing – Trengo vs Zendesk Suite
Trengo Pricing
| Pricing Plan | Prix | |
|---|---|---|
| Grow | €16.00 One User Per Month | View More |
| Scale | €27.00 One User Per Month | View More |
| Enterprise | €38.00 One User Per Month | View More |
**Offers free trial
Zendesk Suite Pricing
| Pricing Plan | Prix | |
|---|---|---|
| Suite Team | $55.00 One User Per Month | View More |
| Suite Growth | $89.00 One User Per Month | View More |
| Suite Professional | $115.00 One User Per Month | View More |
| Suite Enterprise | $169.00 One User Per Month | View More |
| Enterprise Plus | $249.00 One User Per Month | View More |
**Offers free trial
Rating/Reviews – Trengo vs Zendesk Suite
Trengo
Features Rating
- Value for Money: 4.5
- Functionality: 4.2
- Ease of Use: 4.3
- Customer Support: 4.3
Customer Reviews
- “Our clients are helped through various channels, served by Trengo.”
- “Useful tool in organizations.”
- “A nice and user-friendly program. I like the layout and how this is working. Improvements are mainly on having history.”
- “Trengo saves us time, brings us closer to our customers, and shortens response times.”
Overall Rating: 4.5/5.
Zendesk Suite
Features Rating
- Value for Money: 4.4
- Functionality: 4.4
- Ease of Use: 4.3
- Customer Support: 4.3
Customer Reviews
- “Overall, Zendesk is easy to use, interface and options are quite straightforward, the response is quicker and easy to manage the logs/requests/tickets and users.”
- “Agents can easily navigate Zendesk and manage client tickets thanks to its intuitive design. The platform’s suite of automated tools and workflows helps speed up responses and simplify support procedures.”
- “Ticket management, live chat, call center integration, and knowledge base management, but also the ability to customize the software to fit specific needs, is a major bonus!”
- “I get it that in 2012 it was an easy option, but today there are plenty more and plenty of options of building out solutions yourself if customer support means everything to you.”
Overall Rating: 4.4/5.
Integrations – Trengo vs Zendesk
| Intégrations | Trengo | Zendesk Suite |
|---|---|---|
| Asana | Yes | Yes |
| Facebook Messenger | Yes | Yes |
| Gmail | Yes | Yes |
| HubSpot CRM | Yes | Yes |
| Magento | Yes | Yes |
| Mailchimp | Yes | Yes |
| Microsoft Outlook | Yes | Yes |
| Pipedrive | Yes | Yes |
| ReturnGO | Yes | Yes |
| Salesforce | Yes | Yes |
Support – Trengo vs Zendesk
| Support | Trengo | Zendesk Suite |
|---|---|---|
| Business Hours | Available | Not Available |
| 24/7 Support | Available | Available |
| Online | Available | Available |
Trengo vs. Zendesk Suite – Here’s the Winner
Reviewers found Trengo to be easier to use, set up, and administer when comparing the two options. Overall, reviewers favored doing business with Trengo.
- Trengo and Zendesk Support Suite both fulfill our reviewers’ standards at a comparable rate.
- When it comes to the level of continuous product support, reviewers believe Trengo is the best option.
- Our reviewers favored Trengo over Zendesk Support Suite for feature updates and roadmaps.
FEW Alternatives to Trengo and Zendesk Suite
Still confused? Here are a few alternatives to Trengo and Zendesk Suite you can consider:
- Front: Front enables you to interact with your team, stay productive, and simultaneously utilize email and social media. Currently accessible on the Mac, Windows, Web, and Mobile platforms.
- Missive: It is a full-featured email client for team collaboration that handles your shared inbox, assigns emails, and allows you to chat.
- Respondly: Responded focuses the team’s attention on what has to be addressed. Using Respondly leads to more informed, efficient, and coordinated dialogues, lowers communication expenses, and ultimately delights customers.
- Grexit: Grexit transforms your email into an effective collaboration tool. When follow-up emails and sent emails are added to a Gmail thread, Shared Labels immediately share them—all email clients, including Outlook, Thunderbird, iOS, and Android, support Shared Labels. Your shared labels will appear as folders in all email applications.
- Gmelius: Manage group emails such as support@, sales@, or any other team email from Gmail or Slack. Shared inboxes replace help desk software and make team email management easier.
- Customer: Intelligent Customer Support CRM. Kustomer is a step above standard support systems, bringing together all of your customer data and interactions. The user experience is designed around the consumer so that they may be treated as individuals.
- Jira Service Desk: It allows you to accept, track, manage, and resolve client requests for your team. It is designed for IT, support, and internal business teams, allowing them to organize, prioritize, and address service requests in a single location.
- Intercom: Intercom is a customer communication platform that includes a suite of integrated tools for every team—sales, marketing, product, and support. Customers should be able to communicate with you on your website, inside applications, and via email.
- HelpScout: Help Scout’s best-in-class reports, integrated knowledge base, 50+ connectors, and extensive API let your staff focus on what truly matters: your customers.
