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17-11-2014, 02:56 PM #1Crucial | broadcast | what customer support platform is best for your business
CRUCIAL | BROADCAST | WHAT CUSTOMER SUPPORT PLATFORM IS BEST FOR YOUR BUSINESS
What Customer Support Platform is best for your small business?
Australian Web Hosting for Small Business | Crucial | www.crucial.com.au
Find out from our COO David, a comparison of customer support options available that are best suited to small to medium businesses.
Find out more on our blog Broadcast
18-11-2014, 12:15 AM #2
- Join Date
- Feb 2003
I've never understand how Zendesk can scale, at $125/mo per user at 30 users its USD $3750 per month (USD$50k per year when paid annually and even then you aren't a special customer).
While this is a fraction of the costs for having 30 users/employees (local or even outsourced), I'm not sure the features of NPS and a pretty KB, and some manager reports are really worth it.
SmarterTrack for example seems to have some similar features to Zendesk (including WHMCS integration at the moment is only login sharing), and is only $3k per year (plus say an extra $6 - 7k for server and colocation and another $1k for Microsoft licensing). Smarter Track seems to have a nice KB, it also integrates with a VOIP pbx, and does forum if you want it.
The only thing I can find compelling to use Zendesk over a self hosted solution is for something off site (so staff can still reply to tickets when network / systems are down - assuming your mail server is also offsite), have no time to develop something custom, or you only have a handful of users.
Other hosts have successfully used Request Tracker for ticketing (because we all know how clients like to email and CC other people to helpdesk tickets to destroy ticket flow) and used something like WordPress for their KB.Brenden - WHT-AU Mod
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