Nucleus Research report: Zendesk vs. Freshworks

Nucleus assessed the experiences of Zendesk users to determine the value of implementing
Zendesk over Freshworks. This assessment included five in-depth interviews with organizations that had experience with both Zendesk and Freshworks.

Nucleus found that users making the transition from Freshworks to Zendesk experienced benefits including a:

• 42% decrease in time to first response

• 27% decrease in average handle time

• 15% increase in admin productivity

• 5% increase in CSAT scores

Users reported that Zendesk’s ease of use, platform adaptability and scalability, stronger analytics and reporting capabilities, and the service received from the Zendesk support team were the primary advantages to making the switch.

Download the study to learn more.

You can also learn more about Nucleus Research’s ROI case study approach here.