Zendesk vs Aircall (2024 Comparison)
Zendesk offers a comprehensive suite of customer service tools, including ticketing systems and analytics. Its wide range of integrations and excellent customer support make it a top choice for businesses.
- Comprehensive customer service platform
- Wide range of integrations
- Excellent customer support
- Steep learning curve
- Higher pricing for advanced features
Free plan?
YesStarting price
$19 per month
Aircall provides a user-friendly interface and advanced call routing features, making it an ideal choice for businesses focused on phone support. Its competitive pricing adds to its appeal.
- User-friendly interface
- Advanced call routing
- Competitive pricing
- Limited ticketing capabilities
- Focus on phone support
Free plan?
NoStarting price
$30 per month per userWhat is Zendesk?
Zendesk is a comprehensive customer service platform that streamlines communication between businesses and their customers. It offers a suite of tools designed to enhance customer support, including ticketing systems, live chat, and knowledge bases. With Zendesk, you can manage customer interactions across multiple channels, ensuring a seamless experience. It helps businesses improve response times, track customer satisfaction, and gain valuable insights through analytics. Whether you're a small business or a large enterprise, Zendesk provides the flexibility and scalability needed to meet your customer service needs.
What is Aircall?
Aircall is a cloud-based call center software that empowers businesses to manage their phone support operations efficiently. It offers features like call routing, call recording, and integration with popular CRM systems. Aircall is designed to enhance team collaboration and improve customer interactions by providing real-time insights and analytics. With its user-friendly interface and seamless integration capabilities, Aircall helps businesses streamline their communication processes, making it an ideal choice for companies looking to enhance their customer support and sales operations.
Pros and Cons of Zendesk vs Aircall
Pros & Cons of Zendesk
- Zendesk offers a wide range of tools to manage customer interactions across multiple channels, making it a versatile solution for businesses of all sizes.
- Zendesk's extensive integration capabilities ensure seamless workflows and data synchronization with popular CRM and business tools.
- Zendesk is known for its responsive and knowledgeable support team, providing businesses with the assistance they need to resolve issues quickly.
- Due to its extensive capabilities, Zendesk may require a bit more time to master, especially for users with limited technical skills.
- While Zendesk offers a comprehensive suite of tools, its pricing for advanced features may be higher compared to other solutions.
Pros & Cons of Aircall
- Aircall's intuitive design ensures that even those with limited technical skills can navigate the platform with ease, making it easy for teams to adopt and use effectively.
- Aircall offers advanced call routing features that ensure calls are directed to the right team members, enhancing team collaboration and improving customer interactions.
- Aircall offers competitive pricing with essential call center features, making it a cost-effective choice for businesses focused on phone support.
- While Aircall offers basic ticketing capabilities, its focus is more on call center functionality, which may not meet the needs of businesses looking for a comprehensive ticketing system.
- Aircall's primary focus is on phone support, which may limit its appeal to businesses looking for a more comprehensive customer service solution.
Zendesk vs Aircall: At A Glance
Value to Price
Zendesk offers a robust set of features that justify its pricing, making it a great value for businesses looking to enhance their customer service operations. Its comprehensive suite of tools, including ticketing systems and analytics, provides excellent value for the price. On the other hand, Aircall offers competitive pricing with essential call center features, making it a cost-effective choice for businesses focused on phone support. If you're looking for a more comprehensive solution, Zendesk might be the better option.
Ease of Use
Aircall stands out for its user-friendly interface, making it easy for teams to adopt and use effectively. Its intuitive design ensures that even those with limited technical skills can navigate the platform with ease. Zendesk, while feature-rich, may require a bit more time to master due to its extensive capabilities. If ease of use is a priority, Aircall is likely the better choice for your team.
Functionality
Zendesk excels in functionality, offering a wide range of tools to manage customer interactions across multiple channels. Its advanced features, such as automation and analytics, provide businesses with the tools needed to optimize their customer service operations. Aircall, while focused on call center functionality, offers essential features like call routing and recording. If you need a more comprehensive set of features, Zendesk is the better option.
Scalability
Both Zendesk and Aircall offer scalable solutions, but Zendesk's extensive suite of tools makes it more suitable for larger enterprises with complex customer service needs. Its ability to handle high volumes of customer interactions across various channels ensures it can grow with your business. Aircall, while scalable, is more focused on phone support, making it ideal for businesses with a primary focus on call center operations.
Integrations
Zendesk offers a wide range of integrations with popular CRM and business tools, making it easy to connect with your existing systems. Its extensive integration capabilities ensure seamless workflows and data synchronization. Aircall also provides integrations with key CRM systems, but its focus is more on enhancing phone support operations. If integrations are a priority, Zendesk offers more options to connect with your existing tools.
Customer Support
Zendesk is known for its excellent customer support, providing businesses with the assistance they need to resolve issues quickly. Its support team is responsive and knowledgeable, ensuring a positive experience for users. Aircall also offers reliable customer support, but its focus is more on phone support-related queries. If comprehensive customer support is important to you, Zendesk is the better choice.
Security
Both Zendesk and Aircall prioritize security, ensuring that customer data is protected. Zendesk offers robust security features, including data encryption and compliance with industry standards. Aircall also provides essential security measures, but its focus is more on call center operations. If security is a top concern, Zendesk's comprehensive security features make it a reliable choice.
Overall Rating
Zendesk receives a higher overall rating due to its comprehensive suite of features and excellent customer support. Its ability to handle complex customer service operations makes it a top choice for businesses looking for a robust solution. Aircall, while focused on call center functionality, offers a user-friendly interface and competitive pricing, making it a great option for businesses focused on phone support.
Zendesk vs Aircall: A Detailed Breakdown of Key Features
Ticketing System
Zendesk's ticketing system is a standout feature, offering a comprehensive solution for managing customer inquiries across multiple channels. Its ability to automate ticket assignments and track customer interactions ensures efficient support operations. Aircall, while focused on call center functionality, offers basic ticketing capabilities. If a robust ticketing system is a priority, Zendesk is the better choice.
Live Chat
Zendesk's live chat feature allows businesses to engage with customers in real-time, providing instant support and improving customer satisfaction. Its integration with other Zendesk tools ensures a seamless experience. Aircall offers live chat capabilities, but its focus is more on phone support. If live chat is a key component of your customer service strategy, Zendesk is the preferred option.
Call Routing
Aircall excels in call routing, offering advanced features that ensure calls are directed to the right team members. Its intuitive interface makes it easy to set up and manage call routing rules. Zendesk also offers call routing capabilities, but its focus is more on overall customer service operations. If call routing is a priority, Aircall is the better choice.
Analytics
Zendesk provides powerful analytics tools that offer insights into customer interactions and support performance. Its ability to generate detailed reports helps businesses make data-driven decisions. Aircall also offers analytics features, but its focus is more on call center metrics. If comprehensive analytics are important to you, Zendesk is the better option.
CRM Integration
Both Zendesk and Aircall offer CRM integration capabilities, allowing businesses to connect with popular CRM systems. Zendesk's extensive integration options ensure seamless data synchronization and workflow automation. Aircall also provides CRM integration, but its focus is more on enhancing phone support operations. If CRM integration is a priority, Zendesk offers more options to connect with your existing tools.
Call Recording
Aircall's call recording feature is a valuable tool for businesses looking to improve their phone support operations. Its ability to record and store calls ensures that important interactions are captured for future reference. Zendesk also offers call recording capabilities, but its focus is more on overall customer service operations. If call recording is a priority, Aircall is the better choice.
Pricing Comparison of Zendesk and Aircall
We’ve compiled the pricing tables and highlighted the key features of both Zendesk and Aircall to aid in your decision-making process. Let’s explore what each platform has to offer.
Zendesk Pricing Plans
- Includes ticketing system with email, chat, voice, and social messaging.
- Access to AI agents for automated customer support.
- Prebuilt analytics dashboards for performance insights.
- 1,000+ apps & integrations for enhanced functionality.
- Multiple ticket forms for diverse customer queries.
- Light Agents for extended team collaboration.
- Service level agreements (SLA) for quality assurance.
- Multilingual support and content for global reach.
- Skills-based ticket routing for efficient issue resolution.
- Custom and live analytics for data-driven decisions.
- Integrated community forums for customer engagement.
- HIPAA enabled for enhanced data security.
- Custom roles and permissions for tailored access control.
- Dynamic, contextual workspaces for efficient task management.
- Advanced AI add-on eligibility for superior automation.
- Sandbox environment for testing and development.
Aircall Pricing Plans
- Unlimited calls within US and Canada for cost-effective communication.
- Essential telephony features including IVR and call recording.
- Send and receive SMS and MMS for versatile messaging.
- Softphone for desktop, Android, and iOS for flexible usage.
- Mandatory call tagging for better call management.
- Advanced analytics and live monitoring for performance insights.
- Queue call back and smart routing for improved customer service.
- Power Dialer and Voicemail Drop for efficient sales operations.
- Custom onboarding for tailored setup experience.
- Access to API developer support for technical assistance.
- Service-level agreement for guaranteed service quality.
- Single sign-on for simplified user access.
Our Rating Methodology
We rigorously evaluate each call center software, focusing on key factors like functionality, ease of use, and integrations. By analyzing user reviews and conducting in-depth testing, we ensure our recommendations fit your needs. Each factor is weighted by importance to deliver a reliable final rating, helping you make informed decisions.
Zendesk or Aircall: Which One Matches Your Business Needs?
Choose Zendesk If You Need ...
- Comprehensive customer service solution
If you are a business looking for a comprehensive customer service solution that can handle interactions across multiple channels, Zendesk is the ideal choice. Its extensive suite of tools, including ticketing systems and analytics, ensures a seamless customer experience.
- Wide range of integrations
If you need a platform that offers a wide range of integrations with popular CRM and business tools, Zendesk is the better option. Its extensive integration capabilities ensure seamless workflows and data synchronization.
Choose Aircall If You Need ...
- User-friendly call center software
If you are a business focused on phone support and need a user-friendly call center software, Aircall is the ideal choice. Its intuitive interface and advanced call routing features make it easy for teams to adopt and use effectively.
- Competitive pricing for phone support
If you are looking for a cost-effective solution for phone support operations, Aircall offers competitive pricing with essential call center features. Its focus on phone support makes it a great option for businesses in this area.
Frequently Asked Questions
What are the key differences between Zendesk and Aircall?
Which tool is better for small businesses?
How do Zendesk and Aircall handle integrations?
Which tool offers better customer support?
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Which tool is more scalable?
Martin Lunendonk
Martin Lunendonk is a senior tech writer specializing in website builders, web hosting, and ecommerce platforms. With a background in finance, accounting, and philosophy, he has founded multiple tech startups and worked in medium to large tech companies and investment banking, bringing deep expertise and reliable insights to his software reviews.
