August 24, 2024
Most companies struggle with offering a good customer experience. That is where tools like Zendesk or Mevrik come into play, helping to keep your customers engaged while making your agents efficient.
But which one do you choose?
To save you hours of research, in this blog, we’ve compared Mevrik vs. Zendesk head-to-head using G2 data so you can find the best option for your business.
Scroll down to see how they stack up.
⏰️ In a bit of a hurry? Here is a quick side-by-side overview of both platforms capabilities. Pricing plans may vary depending on the company size and business needs.
Let's have a look at the detailed comparison of Mevrik and Zendesk!
Mevrik comes with unified inbox powered by AI functionality that integrates smoothly with various communication channels, including in-built email, live chat, social media, phone calls, and instant messaging. This means you can handle inquiries from any channel your customer chooses without needing to buy additional add-ons.
Moreover, since all the conversations are in the same inbox, it's easy to retain context when customers move from one channel to another.Â
Zendesk Support Suite, on the other hand, limits your support channels to email and phone calls. To offer support via social, live chat, or text messages, you need to upgrade to expensive pricing plans and purchase add-ons.
What users say about  Zendesk's workspace:
It is not possible to see all views at once - if you have a team with many agents, it becomes difficult to keep track of where everyone is with a single glance.
Not every interaction with Mevrik requires creating tickets. Through a conversational UI, you can instantly settle any question that comes up.Â
Plus, if you need more help, you can turn the inbound requests into tasks and allocate them to specific team members.
Zendesk, on the other hand, has a traditional ticketing system. You need to convert every incoming request into a ticket, making your service process tedious and inefficient.
What users say about Zendesk’s communication features:‍
With Omni-Channel, there is a little more to be desired when it comes to historical reporting.
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The Mevrik AI-powered chatbot is designed to improve your work efficiency. It can generate human-like conversations, answer common queries, and automatically notify users about heavy traffic on incoming requests. It can also cater to a global audience with 130+ languages in text and 70+ in voice.
Zendesk Bot, on the other hand, relies heavily on pre-defined rules and branching conversations. This can create challenges when managing dynamic conversations. Plus, it is a pricey alternative compared to Mevrik, as in its basic plan you can only generate 5 resolutions.
What users say about Zendesk’s automation tools:
Further AI tooling, so we don't have to go to market for sentiment analysis
Mevrik has an intelligent routing system that uses sentiment analysis, interaction history, and topic labelling to automatically direct incoming queries to suitable agents.
In contrast, Zendesk offers an omni-channel routing system in its basic plan. The problem with the omni-channel routing system is that it routes inquiries based on the capacity and availability of agents, meaning you can't be sure your customers will receive the right help. Plus, their intelligent routing feature is only available on $115 Pro plans or above.
Mevrik has a series of generative AI tools that are purposefully built to make your interaction smooth and engaging. You can create context-aware messages in seconds using the tone changer, sentence shortener/extender, grammar, and translation functionalities.
Alternatively, Zendesk generative AI features are limited to expanding, shifting tone, and simplifying content. And, because it's powered by OpenAI’s Enterprise GPT, you can only access these features through an add-on, which costs an extra $50 /agent/month and requires the Professional plan.
Mevrik offers a wide range of AI social media tools that are built into its task management system. Among these, the most notable is the bulk selection feature, which helps you mass reply to or delete comments on Facebook pages and Instagram business accounts.
Alternatively, Zendesk offers a basic level of integration with a selected number of social media channels, such as Facebook and Twitter/X. You can only reply to messages via DMs with this limitation, and features like social listening and bulk selection are not available.
What users say about Zendesk’s social media tools:
Integration with Meta could be better in order to identify the real origin of the ticket. Sometimes it presents a lag between the time of the message in Facebook and the moment we receive the ticket in Zendesk.
Mevrik offers a robust set of AI CRM tool in all of their pricing plans. These tools can seamlessly import past customer data, track new contacts across channels, and segment leads. You can then analyse the gathered information to fuel your sales pipeline.
With Zendesk, all its high-performing CRM tools, such as live analytics, are not built into the platform; instead, you must buy an add-on in order to use them. Furthermore, only the $89 and $118 plans are eligible for these add-ons.
What users have to say with Zendesk’s CRM reporting
I don't like Zendesk reporting and searching. Trying to find specific tickets or filter them in the existing view can be a painWhat users say about Zendesk’s CRM The reporting and analytics features lack depth and often provide inaccurate insights.
Mevrik offers a series of rich AI knowledge-base tools for creating, editing, and organising support documents. For example, the automatic AI article generation tool lets you create well-organised and beautifully formatted articles in seconds. It also supports 40+ languages, and it is highly customisable.
While Zendesk also offers a robust editor to create and organise support documents, its automation tools for knowledge bases are somewhat limited.Â
As noted earlier, Zendesk only generates three types of content—expand, shift tone, and simplify—making the process of customising support documents complex and time-consuming. Plus, this feature is exclusive to the Professional Plan, which costs $115/month/agent.Â
What users say about Zendesk's knowledge-base
I wish there were more customised features within article creation. Also wish that category pages had more customisable features.
Mevrik has three standard pricing plans. The Starter plan costs $41/user/month, which is billed annually. Then there are the Growth and Pro plans, which cost $84 and $132, respectively. Mevrik also offers a bespoke enterprise plan. You just need to talk with the sales teams to figure out which features meet your best needs.Â
Zendesk Service Suite also has three pricing options and one customisable option. However, unlike Mevrik, Zendesk's basic plans start at $55 /user/ month, making it an expensive platform between the two.
What users say about Zendesk’s pricing:
The pricing structure of Zendesk may not be ideal for organizations that have little budget or smaller-sized support teams.
Mevrik and Zendesk are both solid options for improving the customer experience. However, as obvious as it is, Mevrik has a slight edge over Zendesk when it comes to offering an all-in-one support suite at an affordable price.
From its AI powered unified inbox to the robust knowledge-base management system, Mevrik has every tool your business needs to deliver seamless customer support on the spot.
So what are you waiting for? Give Mevrik a try today!Â
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