Last Updated on June 19, 2023 by David
When choosing customer service software for your eCommerce website, you want to be sure the product includes everything you need to provide the best experience for your customers. A high-quality customer service software for eCommerce businesses should include things like an all-in-one helpdesk, share inbox, live chat, and chatbot. These tools will empower your brand to function more efficiently, increase sales, and improve your overall customer service offering.
This all sounds great, but it does create a small issue – which service do you choose? In this blog, we’ll compare two popular helpdesk brands – Zendesk and Re:amaze, so you can learn why Re:amaze is the best Zendesk alternative for eCommerce brands
Choosing a Help Desk for Your eCommerce Website
There’s a variety of factors you should consider when choosing a helpdesk for your eCommerce website. Here are some items to consider:
How the Service Can Help Your Business
Despite a brand’s claims of the amazing things they offer, if their product features don’t align with your business needs, it’s not the best product for your brand. When it comes to your eCommerce business, a shared inbox is a powerful tool for communicating with customers.
Re:amaze offers a shared inbox that can be used collaboratively among your entire customer service team. This tool enables you to manage customer conversations from multiple channels including email, Facebook, Messenger, Instagram, Twitter, and SMS/MMS text messages, while also working collaboratively as a team to handle your customer’s needs. Zendesk also offers an Agent Workspace that enables you to have customer conversations across multiple channels and assign tasks, but it lacks features like collision detection and in-depth channel reporting offered by Re:amaze.
Both products offer chatbots and the ability to escalate customer conversations to live chat when needed. With Re:amaze there’s a chatbot for everything like the Hello Bot, FAQ Bot, Order Bot, and Custom Bots.
Another great feature by Re:amaze is Push Campaigns, which helps to increase re-engagement and boost sales with targeted push notification campaigns for both browsers and mobile devices.
The embeddable FAQ features is another product by Re:amaze that is unbeatable. This features empowers customers to help themselves with a beautifully designed knowledge base and embeddable FAQ. Both your customers and agents can leverage their know-how through streamlined topics and articles they can be embedded on your app, websites, or within the Re:amaze chat experience.
Re:amaze also offers many product features that are not available with Zendesk including:
- A Live dashboard
- Multiple stores & brands
- Video calls
- And more!
All of the tools and features powered by Re:amaze are both designed and built in-house by their team in San Jose, CA. There are zero white-labeled solutions here, which guarantees the product which means you can count on Re:amaze for your eCommerce brand.
App Integrations for Your Store
Website integrations for your eCommerce store are another important piece of the puzzle to consider when choosing a helpdesk service. It’s likely you’re already using a variety of apps and plugins on your site, so you want to be sure the brand you choose to implement is complementary to your existing apps. If you don’t, you’ll be faced with tons of headaches as you have to search for new apps for your site to ensure your business continues to run smoothly.
Both Re:amaze and Zendesk can integrate with the following popular applications:
- Shopify
- WordPress
- BigCommerce
- What’sApp
- WooCommerce
Re:amaze additionally offers integrations Zendesk does not, including
- Messenger
- Google Analytics
- GSuite
- Smile.io
- Many more!
Re:amaze has one of the largest offerings when it comes to available app integrations, making it the best choice for any eCommerce brand. In addition, Re:amaze consistently receives positive feedback for the seamlessness of the integration and implementation from their customers.
Customer Support & Service
As with any product or service you purchase, you want to choose to go with a company that will support you if and when you need assistance. You already recognize the value of quality customer service since you’re looking for ways to improve your own business’ offering. At Re:amaze, high-quality customer service is the core of how we operate. This is why we prioritize our customer’s needs above all else. Every pricing tier from Re:amaze includes customer support, and those who select the Plus Plan also have the added benefit of having a dedicated Account Manager. Zendesk does have a basic customer service offering included with each plan for basic assistance during business hours to gain general account information, and quick troubleshooting when the need arises.
With Re:amaze not only will you receive better customer service from their team of Customer Success and Customer Experience Managers, but you’ll always have a direct line to a real person.
Pricing Models
Of course, one of the most important factors when deciding on a helpdesk service for any small business is the cost. At Re:amaze you pay a flat rate per agent per month and receive unlimited usage. Alternatively, you can pick a volume-based plan so you can add as many staff agents as you want. All of the Re:amaze plans are customizable so you’ll never have to pay for features you won’t use.
Re:amaze offers 2 different subscription options and 3 pricing plans:
- Pay flat rate
- Per agent, per month
- Pay by ticket volume with unlimited agents.
Re:amaze customers also enjoy unique benefits that include lifetime grandfathering, custom pricing, and large team discounts. They also offer a 14-day free trial and keep our prices fair so this amazing product can provide benefits to eCommerce companies all over the world. When comparing the cost of Re:amaze against Zendesk, you’ll find that for our Tiered Plans their monthly costs are more affordable. Zendesk requires annual payments, which may not be ideal for every brand, while Re:amaze does not bind you to a contract and allows you to pay monthly.
To learn more about why Re:amaze is the best Zendesk alternative, visit our website or contact us to schedule a demo.