Today, more than ever before, your customers are a company’s first line of defense. Without them, your business is nothing. Every business must put in efforts to ensure that its customers have the best experience possible. In fact, most businesses today have an excellent Customer Experience (CX) as their focus. It’s no longer about simply selling products or services, but about how you do it and how to keep your customers, i.e., how to keep them happy. This article will explore which one of these two solutions is better suited for your needs as a business and your company’s customer service: Monday.com vs Freshdesk?
Main Differences between Monday.com vs Freshdesk summarized.
| Monday.com | Freshdesk |
| Project Management Software with a CRM component | Designed for customer relationship. Management (CRM) |
| Users can jump between projects and roles within your business with ease: unified workflow platform | Software is only for CRM |
| Focuses more on sales communication with templates for managing customer relationships | Focuses on customer communication and support |
| Employee powered support chat box | AI-powered support chat box |
Monday.com vs Freshdesk: Features & Capabilities
monday.com
Monday.com is first and foremost a customizable software package designed to provide your business with only what you need. This easy-to-use software can be picked up instantly by most of your employees allowing them to capture leads, manage contact information, track your business deals, and build your customer relationships all with full collaboration and management on all projects.
Features
- Integrate with Gmail and Outlook to get all your business communication in one place
- Log both your client activity and your sales teams’ activities with visually appealing dashboards reporting progress on assignments, due dates, and more.
- Full Project Management Suite of tools with task management, client invoicing, and time tracking
- Ready-made templates to suit any number of needs from auto-fill emails to sales
- automate your workflow from the apps marketplace linking the tools you already use
- Import your old, bland Excel spreadsheets and merge your contacts, leads, and accounts with the new ones in a single location.
Freshdesk
Freshdesk is designed to provide your business with a quick and simple way to please your customers and do it fast. At the same time, it’s known for gamification, giving your employees have a little more fun while they work, with leaderboards in Freshdesk Arcade.
Features
- Over 300 application integrations including Google Workspace, Slack, and Zapier
- Customer communications are modified into tickets that can be searched by different criteria including custom categories you create.
- Scenarios: action groups saved by you that automate a certain workflow such as setting a ticket’s priority, trouble type, and status.
- Everything can be linked for full team collaboration within the program instead of a long chain of emails
- If you have field technicians, you can manage their tasks, schedules, and time via the mobile app
- Automated customer service via Chatbot AI, relevant solutions, and agents can turn their ticket replies into articles that can be viewed by other clients with the same issue.
Monday.com vs Freshdesk: Pricing
Monday.com Pricing
Monday.com offers a 14-day free demo on the first three tiers of their paid plans. In total, they have five payment tiers, including a limited free plan for up to two users that includes access to the 200+ templates and mobile apps. Pricing in the paid tiers is per agent and ranges from $8 all the way to a custom pricing plan for enterprise-scale businesses.
Freshdesk Pricing
Freshdesk offers four tiers of payment plans, also including a free tier. The remaining paid tiers offer all features in a 21-day free trial. The free plan offers access to the basic features (ticketing, knowledge base, and collaboration) for up to 10 agents. Pricing in the paid tiers is per agent per month and ranges from $15 to $79.
Reasons to choose Monday.com over Freshdesk
In consumer reviews, Monday.com stands out with full business support and project management that includes CRM. The fully customizable user interface allows you to cater the competitively priced software to your business and you can see it for yourself for free. If you’re a small or mid-sized business that’s looking for useful, but basic CRM tools while managing all your projects in one place, then this software is an excellent option for you. Considering the price point for Freshdesk is per agent first and many of the more valuable features are only available in the highest pricing tiers, it’s more suitable for slightly larger businesses.
Reasons to choose Freshdesk over Monday.com
Hands down, Freshdesk comes with the most tools to streamline your interactions with customers. If fast and efficient customer satisfaction is your goal, Freshdesk is your software. Based on thousands of consumer reviews, Freshdesk scores from 82-89% in communication and customer self-service channels, and in the functioning of their bot programs, decreasing your time investment, while increasing your productivity. Freshdesk’s gamification appeals to the younger age bracket usually associated with customer service agents.
The Similarities between Monday.com and Freshdesk
In the long run, both these programs will automate the most time-consuming aspects of customer care. Both are easy to organize and customize to suit your business needs and both offer free trials so you can test them out for yourself. The colorful and easy to view dashboards are a significant improvement over the standard Excel sheet most companies use to track this information.
Monday.com and Freshdesk Alternatives
Zoho CRM
If you run a small business, Zoho CRM has been called the best CRM software for you. You can connect over telephone, email, live chat, and social media with real-time notifications and similar tasks are fully automated. With a free edition and four pricing tiers ranging from $20-$65 per month, per user, its price point is slightly over that of Freshdesk.
Trello
Trello is a collaboration tool that puts all your business workflow into one place for all your team. This software uses cards to organize all your information, mimicking the old sticky notes on the wall concept. Bots take care of the little things while your team works on the big picture. With significant feature in their free version, Trello offers three pricing tiers ranging from $6-$17.50 per month.
Monday.com vs Freshdesk: Final Verdict
Based on functionality and the tools you get for your investment, Monday.com provides the most for your business. To get all the tools Monday.com provides in project management with your Freshdesk you’d have to purchase more of their parent company’s other software programs. Monday.com will easily boost your team’s strength, efficiency, and productivity while still providing automated and convenient customer relations tools.
FAQ
What systems are Monday.com and Freshdesk supported on?
Freshdesk is web or cloud-based software and supports an app on Android, and Appl Devices.
Monday.com can be web-based or on a Mac, Windows, or Linux system as a desktop program. They also have a mobile app on Android and Apple platforms.
What kind of support and training do they provide?
Both programs provide an email help desk, a FAQ forum, the use of Knowledge base articles, a telephone customer service line with 24/7 live support, and a chat system. Freshdesk has a reputation for bad customer support even with these systems in place.
While Monday.com provide in-person training and Freshdesk does not, both companies provide live online training, webinars, documentation, and training videos.
How secure is my data on Monday.com vs Freshdesk?
Monday.com uses security protocols like ISO/IEC 27001 and ISO/IEC 27018 combined with annual security audits and assessments per their website. They also follow the strictest data protection laws.
Freshdesk holds their servers in facilities with biometric locks and 24-hour surveillance. They claim to make sure to update with all the necessary patches for security within the application and all their plans include free SSL for encryption purposes.