HelpDesk vs. Drift features and capabilities — how to choose the best tool for your service?
HelpDesk offers ticketing, automation, reporting, and collaboration tools to streamline the customer support process and ensure timely resolutions. Their software is designed to improve customer satisfaction, boost team productivity, and optimize support operations. Overall, HelpDesk aims to help businesses build stronger customer relationships through exceptional support experiences.
Drift prioritizes human-to-human interactions and aims to create seamless communication between businesses and customers. Their platform is designed to help enterprises to attract and retain customers build stronger relationships, and increase conversions.
Let's compare the features offered by both tools.
HelpDesk features
- Ticketing system: A ticketing system allows users to easily submit technical issues or service requests to the help desk team. Each ticket is logged, assigned a priority level, and tracked until resolved.
- Remote desktop support: Remote desktop support enables help desk agents to connect to a user's computer remotely to troubleshoot issues, provide real-time assistance, and resolve technical problems without needing in-person visits.
- Reporting and analytics: Reporting and analytics tools provide valuable insights into help desk performance metrics such as ticket volume, resolution times, customer satisfaction scores, and agent productivity, allowing organizations to identify trends, monitor performance, and make data-driven decisions.
- Self-service portal: A self-service portal allows users to access a range of resources, submit tickets, track ticket status, and find solutions to common issues without needing to contact the help desk directly, increasing efficiency and reducing the workload on help desk agents.
- Integration with other systems: Integration with other systems such as CRM, WordPress, Webflow, and monitoring tools enables seamless data sharing, enhances collaboration between teams, and streamlines workflows for more efficient issue resolution and customer support.
- Multichannel support: Multi-channel support ensures that users can contact the help desk through various communication channels such as phone, email, chat, or social media, providing flexibility and convenience for users to reach out for assistance in their preferred way.
Drift features
- Live Chat: Drift's live chat feature enables real-time communication between website visitors and sales or support teams. This allows businesses to provide personalized assistance, answer questions, and address concerns as they arise.
- Targeted messaging: Drift's targeted messaging feature enables businesses to personalize their website experience for different segments of visitors. This can include showing different messaging to first-time visitors versus returning customers or visitors from specific industries or geographies.
- Conversation routing: Drift's conversation routing feature helps businesses ensure incoming inquiries are directed to the appropriate team or individual. This helps streamline communication and ensures that customers receive timely and accurate responses.
- Reporting and Analytics: Drift offers robust reporting and analytics capabilities, allowing businesses to track and measure the effectiveness of their chat interactions. This includes metrics such as response times, conversation length, lead conversions, and more.
- Mobile-Friendly: Drift is optimized for mobile devices, ensuring businesses can engage with visitors and customers on the go. This makes it easy for sales reps and support teams to stay connected and provide assistance even when they are away from their desks.
Want to choose the best? Go with HelpDesk
Helpdesk is powerful support tool that is very easy to get started with and is extremely affordable.
Pricing and plans comparison
HelpDesk pricing and plans
HelpDesk offers a flexible pricing structure based on your team's needs. They offer three plans: Team, Business, and Enterprise. You can also try HelpDesk for free during the 14-days trial. Check more information on the pricing page: https://www.helpdesk.com/pricing/
Drift pricing and plans
Drift offers a variety of pricing plans to cater to different business needs. Read more here: https://drift.my.site.com/s/article/Pricing-FAQ
Integrations comparison: HelpDesk vs. Drift
HelpDesk integrations
It's possible to integrate HelpDesk with many tools.
- LiveChat: Integrates with LiveChat to provide seamless real-time customer communication directly from the HelpDesk interface. This allows support agents to handle tickets and live chats in one place, improving response times and customer satisfaction.
- ChatBot: This integration works with ChatBot to automate customer interactions using AI. It enables businesses to set up automated responses, handle common inquiries, and reduce the workload on support teams by filtering and resolving issues without human intervention.
- WordPress: The WordPress integration allows HelpDesk forms to be embedded directly onto WordPress sites. This makes it easy for customers to submit tickets or requests without leaving the website, enhancing user experience and ensuring that support requests are seamlessly captured.
- Zapier: By connecting with Zapier, HelpDesk can integrate with over 3,000 different applications. This integration is highly versatile, allowing businesses to automate tasks, such as syncing customer data between HelpDesk and CRM systems or triggering alerts based on ticket status.
- Slack: The Slack integration sends ticket notifications and updates directly to Slack channels. This allows support teams to stay informed about ticket statuses and collaborate effectively without leaving their preferred communication tool.
- Jira: Integrating HelpDesk with Jira facilitates smooth issue tracking and management for technical teams. Tickets from HelpDesk can be directly linked to Jira issues, enabling better coordination between customer support and development teams.
Drift integrations
- CRM Integrations: Drift integrates with popular CRM platforms like Salesforce, HubSpot, and Marketo. It lets businesses capture, track, and manage leads directly from their chatbot conversations, ensuring all data is stored in one centralized location for easy access and analysis.
- Slack Integration: Drift integrates with Slack, allowing businesses to receive notifications and updates from the chatbot directly in their Slack channels. It makes it easier for sales and support teams to respond to inquiries in real time and collaborate seamlessly on customer conversations.
- Analytics and Reporting Integrations: Drift integrates with analytics platforms like Google Analytics and Kissmetrics, enabling businesses to track and analyze the performance of their chatbot conversations. This data helps companies optimize messaging and strategies to drive better results and improve customer engagement.
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Read the guideWhat are the key differences between HelpDesk and Drift?
If you need the perfect tool for customer support, choose HelpDesk for its user-friendly interface and efficient ticketing system.
Should I choose HelpDesk or Drift?
HelpDesk and Drift are both customer service and support tools, but they have some key differences:
- HelpDesk is a traditional ticketing system that allows customers to submit requests or issues through a form or email, which are then organized and assigned to agents for resolution. On the other hand, Drift is a conversational marketing platform enabling businesses to engage with customers in real time through chatbots and live chat.
- HelpDesk manages and tracks customer inquiries, providing agents with a centralized platform to view and respond to tickets. On the other hand, Drift emphasizes engaging customers proactively, capturing leads, and providing personalized responses based on customer behavior and preferences.
- HelpDesk is primarily used for customer support and issue resolution, while Drift is geared towards sales and marketing.
- HelpDesk integrates with various third-party tools and platforms for a comprehensive customer support solution, while Drift offers integration with marketing automation tools and CRMs.
Choosing the best help desk for your business
When choosing the right help desk tool for your business, several factors must be considered. First, consider the size of your business and the level of support you will need. Consider the features and functionality of the help desk tool, such as the ticketing system, automation capabilities, and reporting. Look for a tool that integrates well with your existing systems and software. Consider the cost of the tool and whether it fits within your budget. Finally, consider the reputation and track record of the help desk tool provider to ensure you are getting a reliable and effective solution for your business.
How to Transition Smoothly to a HelpDesk Tool
Transitioning to a new helpdesk tool can be challenging, but with careful planning and execution, you can ensure a smooth migration of your tickets and data.
Migrate to HelpDesk
We're here to support you during the entire migration process, offering information about any related costs and, if possible, covering them for you.
