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For Customer Support Software, Compare Before You Choose

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For Customer Support Software, Compare Before You Choose

July 17, 2015

  By Tracey E. Schelmetic, TMCnet Contributor

The customer support software marketplace has a clear leader: according to recommendations business Software Advice, Zendesk leads the pack, possessing about 41 percent of market share. The company has a recognizable name, and many organizations looking for reliable customer- and technical-support software turn to it by default. But there are many variants of customer support software today, and a broad array of features, and customer support most definitely isn’t a “one size fits all” affair. For this reason, it’s worthwhile evaluating other players in the market and seeing if they are a better fit for your organizational needs.

The recently released Help Desk Grid Report from G2Crowd, an online software comparison service based on real user reviews, had good things to say about Zendesk. But it also had good things to say about competitive solutions that cost significantly less to implement. While Zendesk landed in G2Crowd’s “Leaders” quadrant along with and Freshdesk, the companies to keep an eye on are those in the “higher performers” category: these are companies that provide products that are highly rated by their users, but have not yet achieved the market share and scale of the vendors in the leader category. In G2Crowd’s report, high performers’ products included TeamSupport.

According to the research, users prefer TeamSupport over Zendesk: The former ranked number one by support professional (as opposed to Zendesk’s number three ranking with polled users, with rankings of 93 percent versus 90 percent, respectively). TeamSupport was also ranked number one for its customer and contacts database versus number four in this category for Zendesk. Most critically, TeamSupport scored a 79 percent “net promoter score,” which measures the percentage of highly satisfied customers versus dissatisfied customers. Zendesk’s net promoter score came in at a distant 52 percent.

“TeamSupport is in business for the sole purpose of helping customer support teams excel,” said Robert C. Johnson, CEO of TeamSupport. “TeamSupport’s high G2 (News - Alert) Crowd rankings in the area of customer satisfaction affirms all the hard work we do to develop superior help desk software and demonstrates why TeamSupport is a trusted choice for B2B help desk teams.”

Fans of the product say it’s helping them deliver better customer support more easily and flexibly, and at lower costs – nearly half, in fact – than higher market share solutions such as Zendesk. The cloud-based TeamSupport solution offers integration with Salesforce CRM products, best-in-class reporting and analytics, integrated screen recording and ticket automation. 

Edited by Maurice Nagle
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