Anatomy of a decision: Zendesk vs Freshworks

May 6, 2024 - Research Y51

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Nucleus assessed the experiences of Zendesk users to determine the value of implementing Zendesk over Freshworks. This assessment included five in-depth interviews with organizations that had experience with both Zendesk and Freshworks. Nucleus found that users making the transition from Freshworks to Zendesk experienced benefits including a 42 percent decrease in time to first response, a 27 percent decrease in average handle time, a 15 percent increase in admin productivity, and a five percent increase in CSAT scores. Users reported that Zendesk’s ease of use, platform adaptability and scalability, stronger analytics and reporting capabilities, and the service received from the Zendesk support team were the primary advantages to making the switch.

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