 |
UserVoice vs Zendesk
March 08, 2025 | Author: Sandeep Sharma
6★
Product feedback management software for growing SaaS companies. A single, centralized product feedback solution that gives you everything you need to gather, aggregate, analyze, and follow through on feedback from customers and internal teams.
42★
Zendesk is web-based help desk software with an elegant support ticket system & a self-service customer support platform. Agile, smart and convenient. Offers AI-powered bots for faster resolution of common inquiries.
See also:
Top 10 Helpdesk software
Top 10 Helpdesk software
UserVoice and Zendesk are both, at their core, rather clever ways of dealing with people who have questions, complaints or an urgent need to tell someone their software is terrible. They let companies track what customers are saying, organize it into neat little digital compartments and then either act on it or ignore it with remarkable efficiency. Both live in the cloud (not the fluffy kind), integrate with other techy things like Slack and Salesforce and generate reports that tell you precisely how unhappy your users are, in the form of colorful graphs.
UserVoice, however, is particularly obsessed with feature requests—because, as we all know, no product is ever truly finished until it has so many features it collapses under its own weight. It was founded in 2008 in the United States, where people believe strongly in their right to demand better software. Instead of worrying about handling customer complaints in real time, it focuses on letting users vote on what should be built next, effectively turning product development into a democracy or at least a very opinionated shouting match. It doesn’t bother with things like phone support or live chat, presumably because the future belongs to those who prefer typing passive-aggressive feedback instead of talking to actual humans.
Zendesk, meanwhile, started life in Denmark in 2007, presumably because someone looked at customer service and thought, "This could be even more complicated." Unlike UserVoice, it embraces all possible forms of communication—email, chat, phone, social media and possibly even smoke signals—because it knows that people will go to ridiculous lengths to complain about bad WiFi. It also dabbles in AI-powered chatbots, which means customers can now be ignored by an algorithm instead of a person. The whole thing is designed for serious customer service teams, the kind that wear headsets and have dashboards filled with flashing lights, presumably making them feel like they're piloting a spaceship instead of handling refund requests.
See also: Top 10 Helpdesk software
UserVoice, however, is particularly obsessed with feature requests—because, as we all know, no product is ever truly finished until it has so many features it collapses under its own weight. It was founded in 2008 in the United States, where people believe strongly in their right to demand better software. Instead of worrying about handling customer complaints in real time, it focuses on letting users vote on what should be built next, effectively turning product development into a democracy or at least a very opinionated shouting match. It doesn’t bother with things like phone support or live chat, presumably because the future belongs to those who prefer typing passive-aggressive feedback instead of talking to actual humans.
Zendesk, meanwhile, started life in Denmark in 2007, presumably because someone looked at customer service and thought, "This could be even more complicated." Unlike UserVoice, it embraces all possible forms of communication—email, chat, phone, social media and possibly even smoke signals—because it knows that people will go to ridiculous lengths to complain about bad WiFi. It also dabbles in AI-powered chatbots, which means customers can now be ignored by an algorithm instead of a person. The whole thing is designed for serious customer service teams, the kind that wear headsets and have dashboards filled with flashing lights, presumably making them feel like they're piloting a spaceship instead of handling refund requests.
See also: Top 10 Helpdesk software
