CRM SYSTEMS AND APPLIC

12/24/2022

SECTION: M-15021

TOPIC: CUSTOMER SERVICE

SUBMITTED BY:
Muhammad Arqum – 20191-26227 S
25944
1

TABLE OF CONTENTS
Introduction 3
Customer service automation Definition
Benefits of CSA
TOP THREE CUSTOMER SERVICE AUTOMATION 4
SOFTWARES
ZENDESK
AGILE
HELPSCOUT
Features of all three software 5

Pricing of each software 6

Rating of each software 7

Comparison of features 8
 Artificial intelligence
 Dashboard
 Retention
 Customization
 Analysis
 Reporting
 Ease of use
 Effectiveness and efficiency
 Integration
 Live chats
 System requirements

Zendesk vs Helpscout (pictorial comparison ) 15

Zendesk vs agile (pictorial comparison ) 16

Agile vs Helpscout (pictorial comparison ) 17

2

INTRODUCTION
Customer Service Automation:
o Customer service automation is a kind of self -activating customer care
o it includes less human involvement in responding to client questions, and speeding up of
resolutions.
o Automated customer service is achieved by businesses through self-service tools,
proactive messaging, or virtual chat interactions.
Jugal Anchalia, CEO of Breakout, defines it as the process of “automating the interaction
between customers and the company for support-related queries with minimum or no human
involvement.”
Some of the examples of automated customer services are:
 Automated workflows
 Chatbots
 Email Automation
 Interactive voice response
 Frequently asked questions etc.
Companies hire a group of customer care representatives to resolve
customers’ problems. These customer care representatives
handle customer contacts via incoming calls, emails, and other
media. However, The Company need more support employees as it
expands. Unfortunately, recruiting results in increased costs for the
business. Because of this, customer service automation is used to
grow support without compromising quality.
 Company may make it simple for customers to seek support and assistance without
placing an extra burden on its staff. It may spend less time on boring, repetitive, and easy
jobs using automation.
 Its staff and agents will be able to concentrate on bigger, more complicated jobs that need
their full attention.

Benefits of Customer Service Automation:

 Reduced Customer Service Costs upto 40%
 Availability of 24/7 customer support by the business
 More human interactions in key areas of business
 Increased speed and efficiency
 Encourages team collaboration
 Minimized Human Error
 Centralization of all customers’ information etc.
https://www.globalcallforwarding.com/blog/customer-service-automation/
3

TOP THREE CUSTOMER SERVICE AUTOMATION

SOFTWARES
FUNCTIONS:
 ZENDESK CRM:
I. Zendesk offers a full customer support solution
that is simple to use and grows with your firm.
II. It simplifies the experience of the company’s
customers.
III. Offers the company’s staff with tools they require
to succeed and maintains company stability. Everything company requires is contained in
this effective kit.
IV. It Provides company's customers with dialogue support in methods that are convenient
for them to make it easy for them to receive the information they require.
https://www.zendesk.com/service/?variant=231
 AGILE CRM:
Agile CRM is a strong CRM tool that assists you in managing the
following three key areas of your company:
 Sales Enablement
 Market automation
 Customer support
With its service level commitment capabilities, it helps the
company to set standards for both your support staff and your clients. Your customers will know
what to expect, and your sales team will have objectives to work for as a result. Agile CRM
allows company to create personalized emails and "thank you" notes for your clients. It enables
you to automate tweets and include them into multi-step process campaigns
https://www.agilecrm.com/customer-service-software

 HELPSCOUT:

I. It is a software that offers small organizations and a

contact center solution via a common inbox to enhance
customer service.
II. all team members are closely connected and receive real-
time information instead of each employee dealing while
also waiting for information from other departments.
III. This enables customer support representatives to reply to emails and chat requests from
customers in an efficient and timely manner, ultimately enhancing customer service.
4

FEATURES OF ALL THREE SOFTWARES

 ZENDESK CRM:

 Customized dashboards
 Customized Reports
 Email Insights
 Chatbots
 Ticketing system
 It transforms phone calls, chats, emails, and social media requests into tickets.
 Centralized tickets from disconnected channels into one place
 Help center request forms
 flexible data visualizations
 customize reports
 After you create a report or open a report for editing.
 one can also customize its visuals and results according to his business needs

https://www.gorgias.com/blog/zendesk-features

 AGILE CRM:

 Customization: Agile CRM enables you to create personalized newsletters and "thank
you" notes for your clients.
 Workflows: Customer support processes assist you in automating regular management.
Use processes to route incoming tickets, define priority and status, and make sure your
SLAs are satisfied.
 Ticketing: Implement helpdesk ticketing to organize incoming customer support issues
and maintain quick responses.
 Smart Views: Smart views provide instant insights. It provides updates on the metrics
you must stick to.
 Canned Responses: create a variety of email responses to frequently requested questions
in advance. When a typical query is received, route them immediately to free up time for
your support team.
 Integrated Telephony: Company can automate voicemail drops, record calls, add call
notes, and look up call histories.
 Reporting: By monitoring indicators like the number of tickets closed, the typical time to
resolve a problem, the number of live chats closed, and more, it keeps an eye on how
your customer support team is doing.
https://www.agilecrm.com/customer-service-software
 Live Chat Windows: A live chat window appears as soon as a visitor loads your website.
It enables people to request assistance right away.
5

 HELPSCOUT:

 Workflows: By automating them, it enables people to do necessary but time-

consuming tasks faster.
Workflows also assist in optimizing answers that require immediate attention.
 Help desk integration: The Docs search box allows users to look up articles.
Without leaving the page, they can create a response and include links or material
from those articles.
 Live Chats: Customers can access live chat help via Help Scout, and as a result, they
are given recommendations for articles that make browsing simple and thereby
improve customer service.
 Advanced Security: The program offers two-factor authentication (2FA), data
encryption, and SSL encryption on all incoming and outgoing emails.
o It complies with industry-level security requirements, such as GDPR (General
Data Protection Readiness), etc.
 Email integration: Real-time information allows team members to identify duplicate
responses to emails, preventing them from being sent again. Additionally, it sends
email notifications to notify users of any occurrences or account activity.
https://www.helpscout.com/
6

PRICING OF EACH SOFTWARE:

 ZENDESK CRM:
Plans for Everyone: Plans for Enterprises:

https://www.zendesk.com/pricing/#everyone
https://www.zendesk.com/pricing/#enterprise

 AGILE CRM:

https://www.agilecrm.com/pricing

 HELPSCOUT:

https://www.helpscout.com/pricing/
7

RATING OF EACH SOFTWARE

 ZENDESK CRM:

https://www.top10.com/crm/reviews/modular/zendesk

 AGILE CRM:

https://www.getapp.com/customer-management-software/a/agile-crm/reviews/

 HELPSCOUT:
8

COMPARISION FEATURES

ZENDESK CRM AGILE CRM HELPSCOUT

• Zendesk has  Build AI-powered  Helpscout
AI introduced chatbots with chatbot use helpscout
Intelligent Triage software and beacon
and Smart Assist, automate instead AI
two brand-new conversations with chatbots to
artificial users/visitors without give
intelligence (AI) the need to code. customers a
tools that enable  the speed and higher, more
companies to proficiency of Agile reliable
intelligently is perfectly well- standard of
prioritize customer matched to the care.
support queries and rapidly advancing
gain access to fields of AI and https://
priceless data on a machine www.helpscout.com
large scale. learning(ML). /beacon-refer/

https://itbrief.com.au/ https://www.agilecrm.com/
story/zendesk-adds-ai- chatbot-software
capabilities-to-customer-
support-solutions

dashboa  Just like Help  Receive alerts on  Live

rd Scout, Zendesk your dashboard each dashboards
makes it possible to time an Agile CRM that help
keep and manage whenever case, deal, teams deliver
all your ticket, event, task, amazing
conversations from contact, or customer support
chat, emails, social is created. throughout
media, and phone  one can also keep the day.
under the same track of tags and deal  The
roof. All of them milestones. HelpScout
will appear in the https://www.liveagent.com/ for Customer
dashboard in the Support
form of tickets. dashboard
https://helpcrunch.com/ allows you to
blog/help-scout-vs- track
zendesk/ responsivene
ss and
handling
9

time across
your support
team.
https://
databox.com/
dashboard-
examples/helpscout-
customer-support-
dashboard

customi Zendesk allows  Agile CRM Landing  From the

zation customization I email pages offers two Customize
templates, themes. ways to customize tab, you can
• The Custom the content based on change some
Objects API lets you your lead's behavior. basic or
define a new object type in  users can choose advance
Zendesk, then create between a wide range Beacon
objects from the new of beautifully settings.
object type. designed pages that  You can
• You can customize have been optimized create your
your dashboards. with conversions in own
Zendesk's fully mind. stylesheet.
customizable help desk  You can customize  Use Your
solution makes things easy your dashboard using Own Custom
on your customers. portlets. Domain
https:// https:// With Docs.
developer.zendesk.com/ www.agilecrm.com/  Upload your
documentation/custom- blog/intelligent- Logo,
data/custom-objects/ personalization-agile- Favicon, and
custom-objects-handbook/ crm-dynamic- Touch icon if
https:// landing-pages/ you'd like to
support.zendesk.com/hc/ https:// customize
en-us/articles/ www.agilecrm.com/ those.
4408819770906- blog/customize-  You can
Customizing-dashboards dashboard-with- customize
portlets/ your
dashboards
with plecto.
https://
docs.helpscout.c
om/article/1423-
customize-your-
docs-site

https://
www.plecto.com/
10

integrations/help-
scout/

retentio  According to the  All customer  Chat

n Zendesk Customer interactions with satisfaction
Experience Trends Agile CRM are ratings allow
Report 2022, 61 recorded, making it your
percent of simple for team customers to
customers would members to monitor rate their
leave a company how each client chat sessions
for its competitor interacts with your with just a
after just one bad business. click.
experience.  You may  Article
https:// automatically modify satisfaction
www.zendesk.com/blog/ your marketing to the ratings allow
customer-retention- preferences of your your Docs
metrics/ customers by seeing site visitors
#:~:text=According%20to which clients prefer a let you know
%20the%20Zendesk particular method of how helpful
%20Customer,percent communication your
%20jump%20from%20last (phone, email, social knowledge
%20year. media). base content
 This personalization is with a
shows potential single click.
customers, that can https://
improve client docs.helpscout.com/
satisfaction and article/1293-docs-
grows brand loyalty. article-ratings
https://www.agilecrm.com/
crm/what-can-crm-software-
do-for-your-business

Reporti  -Built in reports  -Agile CRM offers  -Out of the

ng that vary depends prior to take metrics box
on the products one with cohort analysis, reporting:
has. The report can conversion reports, Utilize
be seen in the advanced analytics, reports to
reporting page. and more, going well monitor and
 -Data and analytics beyond typical CRM improve
from all channels reporting. Reports team
are integrated via can be customized as performance,
reporting software, well. channel
allowing you to  -Any report can be efficacy, and
track client scheduled to run customer
engagement with automatically at a satisfaction.
11

your business specific time, with  -Make report

without losing the findings being on what
track of it. sent to your email matters by
address. The report tracking
will be sent to you volume,
each time it is run if response
you plan it to run at a time,
specific time. resolutions
 -Visual statistics that and KPI’s.
show you how your For deeper
client and lead base analysis,
are expanding over export your
time will help you Help Scout
demonstrate how you reporting
are making a data to CSV
difference. or XLSX as
needed.
Integrat Utilize our robust  -One click plugging Integrate Hubspot
ion integration options, and integrations: The with help scout: You
including our no-code and leading third-party may build records
code-based features, to service providers, for contacts,
incorporate all pertinent websites, and businesses, and
consumer data. applications are deals using
seamlessly integrated HubSpot. By linking
with agile CRM. For HubSpot and Help
complete customer Scout, you can
data and smarter quickly provide
selling, integrate your contextual customer
email, social media, data right to Help
billing, and support Scout.
apps. Would you like -Integrate JIRA with
to place, capture, and Help Scout: You can
schedule calls from manage issues, easily
the CRM? access the details of
 Agile CRM have the any Jira issue, and
greatest advanced increase productivity
telephony integration — all from a single
in the market! Take platform — by
advantage of a integrating Jira with
variety of Agile CRM Help Scout.
integrations. -Integrate Sales
Force with
Helpscout: The
largest CRM
platform in the
world, Salesforce,
12

stores vital
information like
customer
opportunities and
cases. You may
bring data where it's
most needed by
combining
Salesforce with Help
Scout: right where
you're dealing with
clients now.
Live  -Use of AI: Team chat software of Agile  -From the
Chats Customer support CRM is a type of software same tool,
crew and AI that allows team members to you can offer
capabilities communicate with each other live chat
combine to quickly in real-time. This software is assistance,
provide consumers often used to collaborate on make it
with the proper projects, and it can be very simple for
answers. helpful for teams that are customers to
 -Bots solve spread out geographically. find your
requests or transfer Team chat software typically help center
to the right agent. includes features like chat articles, or
From there, AI rooms, file sharing, and do both.
tools guide to the video conferencing.  To ensure
best solution. that clients
 -Spend no effort on can quickly
difficult setup. A find the
bot or AI assistant answers to
can be launched in their
a matter of questions,
minutes. Helpscout
put customer
assistance
content
prominent.
Additionally,
each self-
service
response
means one
less chat with
your team.
 -Customers
can start a
live chat with
13

your staff in
the same
location
where they
were reading
articles when
they can't
find a
solution.
Ease of Zendesk features a new Agile CRM triumphs in the Once it has been set
use layout due to which it is field of usability. They can up, Helpscout is
much easier to use and make better business rather easy to use.
understand. decisions and close sales Because of its user
more quickly because they interface, this
have a complete 360-degree software can be used
view of the customer. by anyone with little
to no training. The
customer support for
Help Scout is
outstanding, and it is
really simple to use.
It resembles one-on-
one interaction.
Efficien Thanks to real-time push Efficiency is improved when Only through
cy and notifications, activity Marketing, Sales and Helpscout, you can
effective reporting, and automated Customer service are have total control
ness email templates, the email collaborating from a central over how your entire
intelligence tool makes it platform. Agile CRM makes company runs.
possible to track every it efficient and effective. Because of this, the
email exchange and makes firm will be able to
sales representatives' job improve its cross-
more efficient and functional
effective. operations and
guarantee effective
and efficient
performance among
its departments by
implementing
Helpscout CRM.
System For the agent and Free for 10 users For use on a
Require administrator user Starter: $8.99 computer, the Help
ments interface: Regular: $29.99 Scout app has been
Enterprise: $47.99 tried out and is
 Google Chrome: latest supported on the
two versions following web
browsers:
14

 Chrome
 Mozilla Firefox: latest  Firefox
two versions  Safari
 Edge
 Apple Safari: latest two (Chromium
versions based only)

 Microsoft Edge: latest

two versions

Browser configuration:

 JavaScript must be
enabled

 Cookies must be
enabled

 Local storage must be

enabled

 TLS v1.2 or above

For the mobile apps:

 Zendesk Support for

iPhone: iOS 11.0 and
higher

 Zendesk Support for

Android: Android 4.4
and higher

 Zendesk for iPad: iOS

8.0 and higher
15

ZENDESK VS HELPSCOUT
16

https://www.getapp.com/customer-service-support-software/a/zendesk/compare/help-scout/

AGILE VS HELPSCOUT
17

AGILE VS ZENDESK
18

https://www.softwareadvice.com/call-center/agile-profile/vs/zendesk-talk/