HelpDesk vs. Uservoice 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.
With UserVoice, businesses can easily track and manage customer feedback, identify top ideas and feature requests, and facilitate open communication with their user base. The platform is designed to help businesses streamline their product development process, improve customer satisfaction, and drive innovation.
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.
Uservoice features
- Feedback Collection: Captures feedback from customers and internal teams through various channels, ensuring a comprehensive understanding of user needs.
- Feedback Analysis: Uses powerful analytics to identify trends, prioritize feedback, and estimate the ROI of feature requests.
- Product Roadmaps: Aligns feedback with product roadmaps, ensuring internal teams are informed and aligned on product strategy.
- Customer Engagement: Keeps customers informed and engaged by closing the loop on feedback.
- Product Research: Validates product ideas with quick, actionable research directly from users.
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/
Uservoice pricing and plans
UserVoice offers few plans for its customers. Read more on their website: https://www.uservoice.com/pricing
Integrations comparison: HelpDesk vs. Uservoice
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.
Uservoice integrations
One of Uservoice's most important integrations is with popular customer relationship management (CRM) platforms such as Salesforce. This integration allows businesses to easily sync user feedback, tickets, and other customer interactions with their CRM system, providing a holistic view of customer interactions and enabling more personalized and responsive customer service.
Another critical integration of Uservoice is with various project management tools such as Trello, Jira, and Asana. This integration allows teams to seamlessly transfer feedback and feature requests from UserVoice into their project management workflow, ensuring that customer feedback is prioritized and addressed promptly.
Additionally, UserVoice integrates with popular communication platforms such as Slack and Microsoft Teams, enabling teams to receive real-time updates on customer feedback and support tickets directly within their messaging apps. This helps streamline communication and collaboration among team members, leading to more efficient resolution of customer issues.
Overall, these integrations help businesses leverage the power of UserVoice to collect, prioritize, and act on customer feedback more streamlined and efficiently, ultimately improving the overall customer experience.
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Read the guideWhat are the key differences between HelpDesk and Uservoice?
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 Uservoice?
HelpDesk and Uservoice are both customer support software platforms, but they differ in terms of features and functionalities.
- HelpDesk: HelpDesk is a ticketing system that allows customer support representatives to organize, track, and prioritize customer inquiries. It is designed for internal use by customer support teams to monitor and resolve customer issues efficiently. HelpDesk offers features such as ticket management, automation, reporting, and integration with other tools.
- UserVoice: UserVoice is a customer feedback platform that allows businesses to collect, prioritize, and respond to customer feedback and suggestions. It is designed for external use by businesses to gather customer input and make data-driven decisions based on customer feedback. UserVoice offers features such as idea management, surveys, feedback forums, and integration with other systems.
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.
