Updated : Jan 16, 2024
10 Mins Read

How Desku Enhances Customer Engagement Compared to Zendesk

Reviewed By :

Drashti bhadesiya
A Zendesk diagram illustrating customer engagement in Desku digital marketing.

How Desku Enhances Customer Engagement Compared to Zendesk

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In our Desku vs. Zendesk customer support software series 2023, we’ve covered a lot of aspects such as ticketing system, user interface, chatbot automation, ease of integration, and workflow management system. Today, we’re here to compare these two giants based on customer engagement.

Everyday Desku is mastering the art of customer engagement. And do you know how? All because of its mind-blowing power of resolving customer queries on the go. Desku personally engages with every customer, understands their problem, and solves it accordingly.

Yeah, many help desk applications like Zendesk are powerful enough to resolve customer queries. But does their support always process have a personalized touch? Nope.

This is where Desku is heading up high, higher than other alternatives. Moreover, there are many other mind-boggling things through which Desku is winning our hearts. What about diving into the depths of customer engagement enhancement and learning how Desku helps in the same?

Keep reading! 

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Revolutionizing Customer Interactions With Desku’s Unified Dashboard

Do you know what’s the most attractive part of Desku? It’s a unified dashboard. Yes, it’s a hotspot of tools that would definitely elevate your customer support process to new heights.

You might have seen some help desk applications that would have a confusing dashboard. Seeing it, you would get so confused that you might have to think twice before switching from one place to another. 

But thankfully, Desku has a very simple and clear dashboard. From emails to social media inquiries, it has everything in the store, and that is also all in one place. So you would not have to tumble up to find anything.

Moreover, being a customer support agent, you have to keep an eye on every customer. That’s what is possible through Desku’s supportive dashboard. So, it becomes a good means of resolving every customer’s issues personally. In the end, such unified dashboards become useful in crafting strong customer relations. This is what truly matters for any business’s success.

Also read: Zendesk vs HubSpot: Which Customer Support Solution Reigns Supreme

How Desku Tailors Customer Experiences With Personalization

Desku isn’t just a support platform; it’s a curator of customer experiences, tailoring each interaction to resonate with individual preferences and needs. In true words, it’s a decent alternative to Zendesk and Intercom live chat.

Can you tell me any help desk solution that adds personalized flavors while interacting with your customers? Hardly, there would be few.

We all know that helpdesk solutions will resolve our customer queries in a general way. But will a common answer and response satisfy our clients? Definitely not. You need to impose a personalization in understanding every customer’s issue and solve it accordingly. All your customers aren’t going to face the same issue, and so the same resolution method won’t align with everyone.

Desku knows it. That’s why it has some cool personalization features that would help you create personalized responses for every customer. And customers love such personal care and attention. You can imagine

Such a personalized communication process would make our customers feel we really care about them. This, in turn, would result in strong relations, which is important for any business’s success. If you want to try these amazing features, Desku offers a 14-day free trial to let your customer service representatives get familiar with it. Each paid plan tends to help businesses of various sizes. Even with the least cost plan, you get similar features to those of other Zendesk alternative platforms.

Also read: Zendesk vs Kustomer: Uncovering the Ideal Support Software

Navigating the modern customer landscape with seamless multi channel support
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Let’s imagine your help desk solution supports two communication channels, i.e., phone and email. However, you have some customers who prefer social media chatting. Will it be affordable for your business to leave those customers’ queries unresolved? Of course not. It is surely going to impact your business’s impression.

But what if you could have a help desk solution with multi-channel communication support? Things will go, butter! Desku can help you converse with your clients on any communication platform. 

So, whether it’s responding via email or social media, Desku will be standing with you with heads high. The best thing is that Desku binds all the communication channels together. So, while switching between different platforms, you will not have to worry about the data fetching. Desku does it all with a happy face through its modern, easily navigable customer landscape.

Through multi-channel support, your customers will be free to reach out to you by any means. And this is the beauty of Desku (at much lesser cost). Overall, you can think of Desku helpdesk software as bringing all the communication channels to one place. , this is very important for smooth customer support management. Ultimately, for any business, it’s important to keep their valuable customers happy, and the only way of doing this is by giving them a smooth environment.

Leveraging Desku’s Advanced Analytics for Proactive Customer Engagement

You only need an eye on all your functions for a successful customer support process. And who can help you out with it? It’s simple. The analytic section of your help desk system. 

Now, you might wonder why analytics is so important for customer support. Well, let us tell you. The analytics reports will be helpful in giving us some crucial insights into our customer’s issues. We can easily understand the issue and get some ideas about solving it through such insights. And, seeing such dedication, our customers will surely be happy, which will lead to stronger bonds.

Now, Desku is an excellent platform for many reasons, especially considering business growth. You will be delighted to know that the Desku customer support platform actually has an advanced analytics section in it. After all, Desku doesn’t want to miss any chance to make better customer engagement. So, if you are willing to have proactive customer engagement for your business, then the Desku customer service platform can be a very good resource for it.

Ensuring Efficient and Personalized Service With Dynamic Ticket Routing

Ensuring efficient and personalized service with dynamic ticket routing
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Do you know what’s the most crucial step in customer support? It’s the ticket routing process. All customers are going to have different issues. And, being a human, a single customer agent is not going to be perfect in solving all types of queries. So, the right customer agent must get the right query. This is where ticket routing comes into place. 

Desku’s dynamic ticket routing is surely going to make you fall for it. Why is it said to be dynamic? Because it is unique and special in every way. Like other ticket routing systems, it doesn’t only assign tickets. But, it makes it dynamic by assigning the query ticket to the right customer agent. Yes, you read that right. 

But how is it able to do it?

Well, Desku live chat software will tailor some information about customer agents, like their expertise, past conversations, and much more. Now, whenever the customer query triggers, Desku’s dynamic ticket routing will match the query with its stored data. Once it finds the perfect match, it will assign the ticket to that agent. Isn’t it great?

So, you can see how Desku is leading customer support in a unique style. This is because this sweet Intercom alternative doesn’t believe in only resolving its customer queries. Rather, it wants to craft a strong bond lasting for years. There is no doubt that Desku’s dynamic ticket routing is contributing to fulfilling it. Also, Desku help desk software offers excellent customer support.

Enhancing Customer Response Time With Desku’s Automation Advantage

Enhancing customer response time with deskus automation advantage 1
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We all know that a customer support team is going to have innumerable operations in their hands. However, time is limited. On the other hand, customers also cannot wait long for your responses. 

So, it isn’t tough to understand why your customer support team needs to be fast. Thankfully, Desku has a special functionality that would not only ease your support team’s work but would also save a lot of their time – that is, its automation advantage (Shopify owners really love it).

Now, if you aren’t a fan of the Zendesk suite or want something more than Zenesk features, the following features will surely attract you, even more than Gorgias!

Tailored to Your Needs:

There is no doubt that as per every business need, its customer support process is going to get executed. Every business is going to face different customer issues. So, it becomes important for the help desk solution to be flexible. Desku’s automation feature really becomes helpful in tailoring different needs.

As it is equipped with numerous customization features, you can align Desku as per your needs. Check your best pricing plan here. Desku’s affordable pricing has won many hearts. You get better value for money than what you get with Zoho and FreshDesk. Also, if you’re searching for the best Zendesk alternatives, then you can consider Desku as your #1.

Balancing Speed and Personalization:

Of course, through automation, you can generate quick responses and save a lot of time. But, will it be fruitful if your responses are only robotic? Definitely not. But, with Desku in hand, you need not worry about it. With Desku, you get to achieve both – response efficiency and personalization. This, in turn, is surely going to attract your business on the go.

Your support experts will be able to manage customer queries with great ease. You can also thank the hefty knowledge base that promotes self-service regarding doubt-clearing. Also, Desku tends to provide a better-shared inbox, and this mobile app is also great with its support system. Undoubtedly, your experience with Desku is going to be sweet!

Proactive Engagement Through Advanced Analytics:

When your customers want your help, that means they are trusting you. So, you need to resolve their issue in a perfect way. Desku’s advanced analytics really help you out in it. After all, our end game is to satisfy our customers with our solutions. Analytics gives us a chance to understand the issue and find the perfect solution for it.

Your Toolkit for Growth:

Are you confused about whether Desku’s automation functionality would be scalable enough for your future growth? Feel tension-free because Desku automation tools are completely flexible to adapt to any changes. So, if your business scales in the future, these automation tools will also align with your future needs accordingly. Yes, Zendesk features the same thing.

Efficiency Without Compromise:

Today, you would be finding many customer applications compromising the personalized interaction to be efficient. However, the Desku application does not believe in doing this. And that’s why, by using Desku automation tools, you will achieve both efficiency and personalized communication.

Your Strategic Ally in Customer Engagement:

For a strong customer support process, you need to achieve three things: personalized communication, customer engagement, and work efficiency. And guess what? Desku’s automation tools surely deserve patting as they will help you excel in all three areas like a pro. So, if you want to give highly efficient personalized customer support, then these automation tools are the perfect ones.

You can reap all these benefits for free by signing up for Desku’s free trial.

Real-time Collaboration for Superior Issue Resolution

Real time collaboration for superior issue resolution
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Have you seen Desku’s real-time collaboration feature yet? It actually gives you a beautiful collaboration environment for you and your team:

Effortless Information Sharing:

There are going to be situations where your customer support agents will have to share some information with each other. Moreover, the newbies are surely going to need help in understanding things. But you need not worry; we have a shareable knowledge base corner for you all. Here, you can collaborate, get useful insights, and even share them with your colleagues. 

Cohesive Problem-Solving:

It’s not necessary that all problems can be tackled individually or via a chatbot only. Sometimes, all you need is a collaborative approach. You need to have group discussions with your team and share valuable insights for resolving the issue. And this is where our real-time collaborations become extremely helpful for teams.

Dynamic Case Management:

Desku’s main goal is to help you execute a flawless customer support process. For this, it’s important that you can resolve all your customer queries dynamically. After all, it’s obvious that all issues will need a different approach. Sometimes, you will need suggestions from your teammates. And, at such a point, our real-time team conversations will give you a perfect way.

Accelerating Issue Resolution:

Our real-time collaborations help you resolve your customer queries faster. Thus, it will increase the overall efficiency of the customer support process.

Your Support Ecosystem, Connected:

Team communications are a good way of building strong bonds, and Desku’s collaboration system really becomes meaningful in achieving this. Yes, Desku provides enough ease.


So, as you have seen, Desku is becoming stronger day by day. And it’s not that easy for anybody. By allowing outstanding features like customizations, personalization, advanced automation, and analytics reporting, the Desku application has become a pro as a customer support solution.

Are you ready to choose the best now? Just go for it, as pricing starts at just $29/agent/month, and makes a giant leap to improve customer service for your business. If you’re still concerned, check Desku software reviews here.

Gaurav Nagani
Gaurav Nagani
As Founder & CEO of Desku.io, Gaurav has made a distinct mark in the customer support and ai bot field. His commitment to AI-enhanced solutions and his industry experience have been instrumental in modernizing customer service.

Rightly Planned For Customer Service Needs

It’s a fact! Desku is way ahead in terms of offerings and value.

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