Reamaze vs Zendesk: Top Differences and Similarities

June 8, 2021

Reamaze and Zendesk are great tools to enhance the customer support for your business. Both the tools offer a shared inbox for you to integrate multiple support channels on a single dashboard. But a few differences between Reamaze vs Zendesk will help you make the right decision when choosing between them.

Also, finding the right ecommerce help desk that fits your needs will help you:

  • support more customers
  • speed up responses
  • save the time your support team spends on managing queries and tracking orders
  • And offer the best customer experience that you possibly can. 

So let’s get started with finding the customer support tool for your business.

Overview - Reamaze and Zendesk

Before we get into comparing Reamaze and Zendesk, let’s get a bit of context for both the tools to start.

Reamaze is an incredible help desk software for ecommerce brands. It helps your team to resolve customer queries seamlessly. The live chat feature in Reamaze is well-known in the market. It combines email, social media, mobile, and chat conversations seamlessly so your customers can reach you however they want. You can seamlessly collaborate with teammates using assignments, notes, and shared views. 

Zendesk is a multi-billion dollar SaaS company that helps organizations with customer support software. Zendesk comes with an exhaustive set of features, integrates with almost all the apps in your stack, and caters to industries across the board. If you think of customer service software as an industry, Zendesk would be at the top. 

Top Differences Between Reamaze and Zendesk 

Let’s get right into the major differences between both of these shared inbox tools for your Shopify store.

Ecommerce Viability

One of the major differences between Reamaze and Zendesk is their ecommerce support. 

Reamaze is a great tool for ecommerce businesses that operate their stores on Shopify, Woocommerce, and other major ecommerce platforms. Reamaze allows you to deeply integrate with these platforms and lets you modify, cancel and refund orders on the chat screen. Apart from that, you can also use the data from your ecommerce store directly into your canned responses to create more personalized messages for your customers. 

Zendesk, although the leading customer service software, isn’t specifically designed for ecommerce companies. Although they have two apps listed on Shopify, it barely does anything other than responding to customer queries (which you could do with any app).

Ecommerce viability: Reamaze ✅ | Zendesk ❌

Access to Customer Information and Order Modification

Suppose a customer asks to change the details of a particular order. In that case, you’d have to go to your Shopify (or whatever platform you’re using) dashboard, edit the order there, and then reply to the customer with the new order ID with a confirmation message. It’s hectic and inconvenient. 

Reamaze integrates deeply with Shopify to help you retrieve customer information and work with their orders right from the Reamaze dashboard. Your agents don’t need to visit the Shopify dashboard to find an order that your customer may be talking about. 

Zendesk’s integration doesn’t work that well. You can view order details on Zendesk and your agents get a link to directly jump to the order page on the Shopify dashboard. On top of that, you need to install Zendesk integration on your Shopify and simultaneously, install Shopify on Zendesk.

Shopify Integration: Reamaze ✅ | Zendesk ❌

Comments on Ads and Posts

When you run ads or create posts on Facebook & Instagram, you will get comments. Some of them are support questions, while others might be queries about a product you sell. Either way, you need to respond to those comments and fast. 

Reamaze natively supports ads run through the Facebook Business account including Facebook page ads and Lead ads. Support for Instagram ads could be available soon as they mention on their integration page. 

Zendesk does not support comments on Facebook or Instagram posts

Social media comments: Reamaze ✅ | Zendesk ❌

System Status Updates

So much of your customer support requires notifying users about updates to your system or responding to order-related queries for customers. 

Reamaze offers a “Status Page” where you can share public updates about your systems and other operational updates. You can also display status updates on the live chat if there is a running issue that you’re working on at present. For example, if the orders are delayed due to bad weather, you can display the status update before a user can initiate a live chat. 

Zendesk does not offer such a feature at present. 

Status updates: Reamaze ✅ | Zendesk ❌

Pricing

The price of the tool should fit your budget and requirements. Buying in on an overpriced tool will only eat away at your ROI. 

Reamaze comes with five plans where the lowest one starts at $29/user/month. The fun fact here is that Reamaze also got a Startup plan at flat $59/month that offers all the features from its Basic plan but limits active conversations to 500 per month. 

Zendesk for customer service starts at $49/user/month, with unlimited conversations. This is fine if you’re not in ecommerce and an SME where you don’t need more than 1 seat. It can get significantly expensive as you scale your ecommerce business.

Pricing: Reamaze ✅ | Zendesk ❌

Top Similarities Between Reamaze and Zendesk

Multi-channel support

Both Reamaze and Zendesk offer multi-channel support to help you respond to your customers across multiple channels. You can reply to your customers over email, live chat, Facebook, Instagram, and Twitter.

Canned Responses

A canned response helps your agents quickly respond to common customer queries without repeating themselves. Different platforms have different names for this feature. 

For Reamaze, this feature is called Response Templates while with Zendesk, this comes under Macros. Both tools allow you to create canned responses for the common queries so you can speed up workflows, and improve agent productivity without spending additional time. 

Collision Detection

When more than one support agent can reply to the same customer message simultaneously, it’s a problem. In such cases, if you aren’t aware of who’s responding to the customer, it might get awkward at best, and at worst, the customer might get confused if two agents reply simultaneously. Luckily, both Reamaze and Zendesk are equipped with collision detection to help your agents know when another agent is working on a ticket. 

Knowledge Base

A knowledge base on your website helps your customers quickly find the answers they’re looking for without contacting customer service. Fortunately, both Reamaze and Zendesk offer a built-in knowledge base where you can add all the necessary FAQs to make it easier for your customers.

Live Chat

Many store owners prefer to have a live chat on their website to either collect leads, quickly answer questions, or simply because it’s an added support channel for customers.

Reamaze and Zendesk offer a highly customizable, built-in live chat feature that you can add to your websites. All the customizations and automation can be performed from the dashboards of these apps

Customer Reviews

Real customer reviews for Reamaze

The good:

“Wow! It’s the tightest integration with Shopify I've seen yet. Over the years, we went from Helpscout to Zendesk to HelpScout and now Reamaze. Every function and detail is so thoroughly thought through, and support is responsive. We're done looking for the perfect help desk software for our small business; we found it. Thanks!” - Sound Sandbox

“I just started using the app, and it was straightforward to set up. I had a few questions, and customer service was quick and helpful. Overall excellent.” - PEP Cosmetics

The bad:

“There is no real onboarding or help with training on the platform other than a bunch of reading and some short videos.” - Pepper + Vetiver

“The search function leaves a lot to be desired, does not seem to like putting in a partial query, only will find an item when the EXACT term is used.” - Robbie H.

Real customer reviews for Zendesk

The good:

“I like Zendesk's robust ticketing capabilities. Despite its high price, it's an extremely powerful CRM tool when compared to competitors. Zendesk allows customizable business flow, analytic capabilities, and a knowledge base platform that can be utilized for operational optimization. Zendesk is also capable of integrating with other systems such as Workday through API” - Chakkrit L.

"We signed up with Zendesk to implement faster customer service. It's nice to be able to use a real live agent to chat with our customers about something specific. It's also integrated nicely with our product pages, when viewed, specific triggers will generate product related questions, that overall helps the client make an informed decision" - Mirror Image

The bad:

"Zendesk is way behind the times when it comes to automation/Ai support, have poor customer service, a clunky ap interface and the cost is high with many additional fees for additional agents, programs etc" - Western Rise

"Functionality is minimal - only access to basic order info (order number, customer name ect.) is available. While this is great, the ability to transfer information, specifically customer name, address ect. would be ideal. It would improve workflows and allow me to use information customers input to generate orders. Whenever I reach out to Zendesk to inquire - they say it is on Shopify to do this while Shopify maintains it is on Zendesk to do this" - Mycharge

FAQs

1. If I just started my ecommerce store, should I go with Reamaze or Zendesk?

If you work on a Shopify store, we’d suggest you use Reamaze given the deep Shopify integration that it offers. But both tools are targeted at enterprises, and their best features are reserved for expensive plans. In that case, you can take advantage of DelightChat, an ecommerce helpdesk solution built for SME ecommerce & DTC brands. 

2. I need a live chat for my site. Which one should I go for?

Although both Reamaze and Zendesk allow you to add a live chat, we recommend going with Reamaze because its live chat is highly customizable. The personalized, self-serve Help Center allows a customer to return items, reschedule the delivery, or cancel an order without the usual hassle.

3. Can I set up Reamaze or Zendesk by myself or do I need external help?

Yes, both Reamaze & Zendesk are self-serve tools, and they got extensive documentation for the complicated stuff (if any). Plus, there are enough tutorials on YouTube that help you set up either of the software for your ecommerce store. Additionally, their knowledge base is quite expensive.

4. How much does Reamaze cost?

Reamaze comes with five plans where the lowest one starts at $29/user/month. The fun fact here is that Reamaze also got a Startup plan that offers all the features from its Basic plan but limits active conversations to 500 per month.

Considering better & more affordable options?

As Shopify store owners, customer support takes hours of your time. And you don’t want something to add to your busy schedule.

Now, Reamaze and Zendesk are great choices. But Reamaze is a better choice if you’re looking for deep Shopify integration. 

DelightChat solves both the problems and more:

  • The interface is designed to be familiar so you can use DelightChat without any training whatsoever. Once all your support channels are integrated, you’ll feel right at home!
  • Integration is easy. And, we offer a 1:1 concierge setup with any plan that you choose. 
  • Deep integration with Shopify lets you pull order details directly from Shopify. Your agents spend less time finding orders and more time solving the query!
  • DelightChat is extremely affordable compared to any solution out there. Starting at just $100/month for 2000 monthly unique conversations, you get unlimited team members, unlimited stores, and unlimited support channels included in the plan! 

There are a lot more features in place and pricing. Hope this guide helps you make an informed decision. 

Hope this guide helps you make an informed decision. If you have any questions, feel free to drop us a line here.


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