Choosing the right customer service platform can make or break your business. In this comparison, we'll explore how Freshdesk and Onsite Support stack up to help you make an informed decision.
Dive into the standout features that set us apart.
While Freshdesk offers basic help center features like chatbots, ticketing, and multichannel support, it can feel a bit cookie-cutter. Onsite Support ensures your help center is both unique and highly functional with bespoke landing pages designed specifically for your brand.
We offer marketplace-safe integrations so your links and support tools comply with Amazon, Walmart, and Etsy’s guidelines. You can also use custom-branded QR codes in package inserts. On request, our team of experts will even dive into your returns and reviews and figure out what needs to be improved in the customer journey.
Add in community forums, polls, rich instructional content, and even paywall options, and you’ve got a support system that’s truly tailored to your business needs.
Yes, Freshdesk covers the basics of support with email, phone, chat, and social media integration, but it doesn’t cater to the specific needs of ecommerce businesses. Onsite Support takes omnichannel to the next level by integrating directly with ecommerce platforms like Amazon, eBay, and more. Connect unlimited marketplace accounts to see everything in one shared inbox.
Onsite also allows you to resolve ecommerce customer issues directly within tickets. Additionally, we feature branded email, tailored ticket forms, and voice and SMS integration with JustCall. You can even pull knowledge base articles and videos into live chats and canned replies.
Freshdesk lacks direct Amazon marketplace, Seller Central, or Buyer-Seller messaging integrations. This leaves ecommerce sellers to find workarounds for managing their Amazon-related support needs.
Onsite Support steps up by guaranteeing users enrollment to Amazon’s PLS program. Get the Amazon “Get product support” button and direct customers away from returns and towards resolution.
Through the free ChannelReply integration, you can process refunds, mark tickets as “No response needed,” view order histories, and even request customer reviews—all within Onsite. Additionally, our Multi-Channel Fulfillment (MCF) feature allows you to effortlessly ship replacement orders from Amazon warehouses. This ensures that your customers get the support they need without delay.
Freshdesk boasts collaboration tools like a team inbox, but Onsite Support goes further to enhance teamwork and efficiency. We integrate seamlessly with your existing workflows, all while providing advanced features that keep your team in sync and productive.
With tools like smart assignments that evenly distribute workloads, and @mentions for real-time communication, you can easily keep your team coordinated. Onsite’s dynamic escalation and flexible SLA management ensure urgent issues are prioritized and resolved quickly. Additionally, Onsite allows for seamless ticket reassignment and exporting of chat tickets for external collaboration, offering a more cohesive and responsive support environment.
Learn more about our teamwork-focused collaboration features »
Onsite Support also offers useful automation tools, so you won’t miss out on Freshdesk’s essential helpdesk capabilities like ticket dispatch and time-triggered automations. We also let you leverage interactive order data in canned replies, macros, and chain-reaction automations.
You can even translate tickets and responses in just a few clicks. Onsite’s Google Translate integration works seamlessly with tickets like those created by ChannelReply, unlike other helpdesks’ auto-translate features.
Onsite also features intelligent chatbots with branching chat trees, invisible autoresponders that feel human, and macros for complex actions. This advanced automation capability ensures that Onsite Support provides a consistent support experience at all times.
Both Freshdesk and Onsite give you the essentials with curated reports and custom dashboards. You can track every detail of custom SLAs and agent response times, all visualized through clear charts and graphs. We let you sort tickets and orders by custom fields like SKU, giving you the granular data you need to optimize your operations.
However, Onsite Support dives deeper. You can customize or automate CSAT surveys and monitoring. It’s all about getting the right info to make smarter decisions, and Onsite makes that easy.
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Onsite includes free data migration, plus onboarding support on all paid plans, making it easier than ever to switch.
Find answers to common questions about our platform.
In a nutshell, Onsite Support guarantees Amazon PLS enrollment, provides professionally designed, custom-built help centers, and includes free ChannelReply integration with unlimited messaging on all plans. Unique to Onsite, you can process Amazon refunds and use Amazon Multi-Channel Fulfillment (MCF) directly within your helpdesk. All of these allow Onsite to help hundreds of brands reduce software costs while improving agent performance.
If you’re looking to switch from Freshdesk to Onsite Support, you can use our handy Data Migration tool to seamlessly transfer agents, contacts, articles, tickets, and associated custom fields to Onsite. You can also refer to this detailed article for step-by-step guidance on transitioning smoothly.
Onsite Support allows for extensive customization of your help center, including custom-built branded portals, tailored ticket forms, and the ability to add rich instructional content like videos and manuals.
Getting started with Onsite Support includes three key steps:
Onsite Support enhances productivity with robust rule automation, including SMART assignments that adjust ticket priorities and reassign tasks automatically. Custom triggers based on ecommerce order data from ChannelReply and ticket creation times ensure that the right agents are involved at the right time. Ecommerce autoresponders can actually answer customer questions and meet marketplace SLAs to reduce your team’s workload—all while supporting fully automated customer journeys.
See how we can help your brand win and delight customers.