Awesome Support vs ThriveDesk - Un seul peut régir votre support client

Effective customer support is a universal challenge for businesses. The choice of support tools plays a pivotal role in determining the quality of support services. In this context, Awesome Support and ThriveDesk, as leading WordPress plugins, stand out as robust solutions tailored to address critical business needs.

Choosing the right tool can be challenging, given the multitude of options available. To assist you in making an informed choice, we’ve prepared a comprehensive comparison of Awesome Support and ThriveDesk. Both plugins have distinct features and functionalities.

Cet article de blog propose une analyse approfondie des deux plugins, couvrant les fonctionnalités, les prix, la facilité d'utilisation, les options d'intégration et bien plus encore. À la fin, vous disposerez des informations nécessaires pour choisir celui qui convient le mieux à votre entreprise.

Join us as we explore the strengths and weaknesses of Awesome Support and ThriveDesk, helping you make an educated decision to meet your business requirements.

Awesome Support vs ThriveDesk at a Glance

Commençons par voir comment ils se comparent les uns aux autres en un coup d'œil

Présentation de ThriveDesk

ThriveDesk peut être la solution de support idéale pour les entreprises qui sont à la recherche d'une solution de support client. Conçu pour toutes les tailles d'entreprises, ThriveDesk dispose d'un assistant de chat en direct puissant et convivial, spécialement conçu pour les entrepreneurs du commerce électronique. C'est le choix idéal pour les petites entreprises qui cherchent à gérer efficacement les interactions avec leurs clients en temps réel. 

ThriveDesk offers a wide array of features, including a boîte de réception partagée, ticket management, WP Portal,  quick replies, effortless file sharing via the chat widget, emojis for effective communication, customer satisfaction surveys, sales tracking reports for eCommerce, knowledge base search, and robust monitoring capabilities. 

Et si vous êtes préoccupé par la performance de votre système, soyez rassuré - le design léger et optimisé de ThriveDesk assure une fonctionnalité fluide du site web sans aucun problème. De plus, l'interface rapide de l'agent garantit des réponses rapides pour une efficacité maximale, tout en maintenant le fonctionnement de votre site web en continu. 

Ils proposent également une application mobile qui permet aux entreprises de fournir une assistance à leurs clients 24 heures sur 24 et 7 jours sur 7, où qu'ils se trouvent. Ils sont extrêmement bien optimisés pour permettre à leurs clients de fournir une expérience client de premier ordre. 

Overview of Awesome Support

Awesome Support is a feature-rich and highly versatile WordPress helpdesk and ticketing plugin. Tailored to meet the diverse needs of businesses, it serves as a comprehensive platform for managing customer support inquiries efficiently. Whether you’re a small business or a larger enterprise, Awesome Support offers a robust set of tools to streamline your customer service operations.

One of its standout features is its top-tier ticket management system, which simplifies the process of creating, assigning, and tracking support tickets. With Awesome Support, you can say goodbye to the chaos of scattered emails and messages, as it centralizes all your customer inquiries, keeping everything neatly organized in one place.

Awesome Support offers custom forms that enable you to collect specific information from customers when they reach out for assistance. This feature minimizes back-and-forth communication and accelerates the support process, making it more efficient. For those who want to provide a self-help option for their customers, Awesome Support also offers knowledge base functionality, allowing you to create and share informative articles to address common customer questions.

It also comes equipped with robust reporting and analytics tools that empower you to monitor your support team’s performance, assess customer satisfaction, and make data-driven decisions for enhancing your customer service quality. With Awesome Support, you can take your customer support to the next level, making it an indispensable tool for businesses aiming to provide top-notch support experiences.

Gestion des billets

ThriveDesk

Les capacités de gestion des tickets de ThriveDesk sont conçues pour rationaliser et organiser vos opérations de support client. Avec plusieurs boîtes de réception partagées, vous pouvez gérer efficacement les demandes des clients à travers différents canaux. La plateforme prend en charge le ticketing par email, ce qui permet un flux de communication transparent. L'IA assistante de ThriveDesk améliore les temps de réponse et aide à prioriser les conversations. 

Vous pouvez facilement gérer les activités de conversation, définir des statuts et accéder à l'historique des conversations à titre de référence. L'affectation de coéquipiers et le contrôle de l'accès à la boîte de réception garantissent une distribution efficace des tâches au sein de votre équipe d'assistance. En outre, des réponses automatiques personnalisées, Signatures HTMLLes fonctions d'envoi de courrier électronique et de copie automatique offrent une flexibilité et une personnalisation de vos interactions avec les clients. 

Avec la prise en charge des pièces jointes et la possibilité de fusionner les conversations, vous pouvez maintenir des dossiers d'assistance client complets et organisés. Que vous ayez deux boîtes de réception partagées ou un nombre illimité, ThriveDesk fournit les outils nécessaires pour fournir une assistance client de premier ordre.

One unique component of ThriveDesks ticket management is Portail WPqui vous permet d'ajouter un centre d'assistance au sein même de votre site web WordPress. Vous pouvez consulter l'historique de vos conversations d'assistance ou même créer un nouveau ticket directement à partir du portail. Cela leur permet d'offrir à leurs clients une assistance rapide comme l'éclair. 

Un soutien formidable

Awesome Support empowers you with robust ticket management capabilities to streamline your customer support operations effectively. With a master ticket list, you gain a centralized hub to efficiently track and manage support inquiries. Each ticket offers comprehensive storage for extensive information, including hundreds of replies, ensuring nothing slips through the cracks. In the ticket list, you can sort, filter, and customize columns to tailor your workflow to your precise needs.

Awesome Support enhances your ticket management experience by offering email functions as well. Users can seamlessly open tickets through email, and both users and agents can engage in correspondence using this channel. The system provides flexibility by collecting emails through POP3 or IMAP connections. 

Customizable email notifications for all ticket events ensure everyone stays informed. You have the option to allow or deny accounts from reopening closed tickets via email. Rules and custom commands streamline email handling, while preventing duplicate emails and locking tickets when necessary. You can also define old tickets, search by ID or title, and set custom colors and tags.

There are issues however. Some key ticket management features discussed above come only with the premium packages. Additional key features such as bulk actions, merging, favorite lists, custom filters, and more as well. Awesome support isn’t really recommended for businesses just starting out. 

Notre choix : ThriveDesk. La fonctionnalité WP Portal de leur gestion des tickets change la donne. 

Email Marketing and Automation

ThriveDesk

ThriveDesk, much like Awesome Support, focuses primarily on stellar support ticket management, with no built-in email marketing. However, ThriveDesk offers native workflow automation et une intégration CRM robuste grâce à des plugins tels que Funnelkit et Fluent CRM, qui offre des fonctionnalités complètes de marketing par courriel et d'automatisation du marketing. 

Avec l'intégration de Fluent CRM, vous gagnez la possibilité de créer et d'exécuter des campagnes d'emails ciblées, de contrôler leur performance, et d'établir des séquences d'emails automatisées. Cette option d'intégration fait de ThriveDesk un choix attrayant pour ceux qui recherchent un mélange de gestion de tickets de support et de capacités marketing robustes.

Un soutien formidable

Awesome Support offers no native email marketing or automation. They provide these capabilities through Zapier, an integration that allows end users to integrate the web applications they use and automate workflows. 

Awesome Support provides extra tools, including a landing page builder, email automation integrations, email personalization, and in-depth email analytics, empowering you to supercharge your email marketing endeavors and enhance customer engagement.

Notre choix : ThriveDesk. Even though it lacks native email automation it makes up for it with 3rd party integrations. Same can’t be said of Awesome Support. 

Chat en direct

ThriveDesk

ThriveDesk on the other hand offers a solution robuste de chat en direct qui améliore vos capacités d'assistance à la clientèle. Avec des fonctionnalités telles que l'identification des prospects, les informations sur les utilisateurs et les visiteurs, le suivi des visiteurs en direct et les réponses instantanées, il fournit des informations en temps réel et des réponses rapides aux demandes des clients. Le widget de chat personnalisable de ThriveDesk pour le web et le mobile vous permet de maintenir une image de marque cohérente. 

Vous pouvez également transformer les chats en tickets de manière transparente, afin de garantir qu'aucune demande d'un client ne reste sans réponse. De plus, l'intégration avec les services d'applications et de bases de connaissances, ainsi que l'assistance multilingue, permettent à votre équipe de fournir une assistance efficace et personnalisée aux clients, ce qui en fait un atout précieux pour votre entreprise.

Un soutien formidable

Awesome Support lacks a traditional live chat feature. It uses something called a Smart Chat which is powered by Google’s Dialogflow AI engine. It can be configured to reply to Facebook messenger messages, questions from their chat widget or even email tickets. 

However it falls somewhere between a complete human to human interaction and human to conversational AI (Such as GPT or Bard) interaction because when queries are submitted from any of the sources mentioned, Awesome Support can be configured to search one or more data stores to return a set of links to the user as opposed to well formed answer that is more contextually relevant and easy to understand. 

What this means is that it lacks the warmth and familiarity of a human to human interaction and the comprehensive organization and accuracy of a human to AI interaction. It’s neither here nor there which ultimately makes it limited in its capabilities for businesses to be a live chat replacement. 

Notre choix : ThriveDesk. They provide a live chat and Awesome Support doesn’t. Live chat is an essential feature for customer support, no matter the industry or niche. 

Rapports et analyses

ThriveDesk

ThriveDesk provides essential rapports et analyses features designed to give you a basic understanding of your support operations. While their focus remains on functionality, they do offer valuable insights. You can access data that reveals the number of tickets assigned to specific agents, providing an overview of their workload. This information can be instrumental in balancing your team’s tasks and work allocation.

In addition, ThriveDesk provides data on average resolution times, helping you gauge how efficiently your support agents are addressing customer inquiries. This statistic is pivotal in optimizing your support processes and ensuring timely responses. Furthermore, you can assess the customer ratings received by your agents, which provides a glimpse into the quality of support they offer. It’s an essential metric for maintaining high customer satisfaction levels.

While ThriveDesk may offer the bare minimum in reporting and analytics, these basic statistics play a crucial role in streamlining your support operations and ensuring your team is performing at its best.

Un soutien formidable

Awesome Support offers a range of reporting and analytics options designed to help you gain valuable insights into your customer support operations. In the free core version, you can view ticket counts by status directly in the main ticket list, providing an at-a-glance overview of your support tickets. However, several advanced reporting features are hidden behind premium paywalls, which can be limiting.

For users seeking in-depth reporting, Awesome Support’s premium version unlocks access to over 12 admin dashboard widgets, featuring charts and statistics. These widgets allow you to chart open tickets by various categories such as status, department, priority, product, and agent. The ability to choose from different chart types and configure chart elements adds a layer of customization to your reporting.

Awesome Support’s premium package provides access to six core highly configurable advanced reports, including productivity, resolution, delay, distribution, and trend analysis reports. This extensive reporting capability is a valuable asset for businesses that require in-depth insights into their customer support performance.

However, the limitation of having these features available only in the premium version can be problematic for smaller businesses or those operating on a tight budget. It restricts access to crucial data analytics that could aid in optimizing support operations, making it essential to weigh the benefits against budget constraints when considering Awesome Support’s reporting and analytics capabilities.

Notre choix : ThriveDesk. Awesome Support has more features but they require you to pay more to access them. ThriveDesk has limited reporting capabilities but they are not hidden behind paywalls and these features are adequate in being able to access your support teams basic KPIs. 

Tarifs et plans

ThriveDesk

Un soutien formidable

Both Awesome support and ThriveDesk offer a variety of pricing plans to choose from. However, with ThriveDesk you get more bang for your buck. Even their most basic plans come equipped with 2 mailboxes included, 1 knowledge base, live chat assistants, internal notes with @mentions, tagging, Basic automation rules and a whole lot more. They also offer a free trial period as opposed to Awesome Support which does not. 

Overall, ThriveDesk just offers better value for the money than Awesome Support. It offers more features and flexibility, and it is more affordable for mid to small sized businesses.

Our pick: ThriveDesk. Greater value for money. 

Facilité d'utilisation

ThriveDesk

ThriveDesk shares a commitment to user-friendliness. Its intuitive interface caters to users of all skill levels, providing a seamless experience in managing support tickets. Beyond ticket management, ThriveDesk simplifies the onboarding process cutting down required learning time for new reps. 

They have a clean and clutter free dashboard allowing a clear visualization of open tickets, metrics and agent activity As part of its user support, ThriveDesk offers comprehensive documentation and resources which is instantly searchable and shareable from their knowledge base design, making it a quick and accessible option for those new to support plugins. 

There are also features such as ticket routing and macros which make it an overall human friendly software.

Un soutien formidable

Awesome Support offers an intuitive, uncluttered interface for both customers and support agents. With clean sections and a straightforward list view, agents can efficiently manage tickets. Robust search capabilities help agents find specific tickets effortlessly.

Collaboration features, like ticket assignment and notes internes, enable efficient teamwork. Whether for customers or agents, Awesome Support provides a user-friendly experience, making it a feature-rich, easy-to-use help desk solution.

Our pick: ThriveDesk. Better and more user-friendly design.

Options d'intégration

ThriveDesk is a very capable support ticket management tool but It also includes features for email marketing and marketing automation, which means it integrates with email marketing platforms and third-party services to provide a seamless experience. 

Voici quelques-unes des intégrations qu'ils proposent :

• WordPress : Connect WordPress data to ThriveDesk and enable the use of Portail WP on your WordPress site.
• Wix : Fournir aux clients de Wix une assistance par chat en direct, par courrier électronique et par la base de connaissances.
• Google Tag Manager : Ajoutez l'Assistant ThriveDesk à votre site web en utilisant Google Tag Manager.
• Joomla ! Mettre en place un chat en direct sur un site web Joomla.
• Intégration approfondie du commerce électronique : Intégrer ThriveDesk avec WooCommerce, SureCart, Easy Digital Downloads, et Freemius.
• Slack : Connectez ThriveDesk avec Slack pour une communication et une collaboration rationalisées.
• CRM : Accédez à de nombreux services et solutions tels que FunnelKit et Fluent CRM. 

Un soutien formidable

Awesome Support provides most of their integration options through Zapier. Other than that, it doesn’t really have too many integration options. 

Voici quelques-unes des intégrations qu'ils proposent :

• WooCommerce (paid add on): Let customers open support tickets against orders and select store products for queries. View customer orders and purchase history from a ticket view. 
• Easy Digital Downloads: This integration allows synchronization of EDD products with the Awesome Support product list. Users can access EDD customer profiles directly from each ticket, enhancing support efficiency. The Premium EDD integration introduces the option to require a license key or a specific EDD product before allowing ticket submission. Moreover, it provides insights by displaying the lifetime value of a customer within each ticket.
• Envato: This integration offers a layer of security by requiring an Envato license key before permitting ticket submission, ensuring only authorized users seek support through your system.
• Intégrations CRM : Jetpack CRM, view support ticket details metabox directly inside their customer panel.
• Google’s Dialog Flow Artificial Intelligence engine: Used on their Smart Chat system.
• Facebook Messenger: Integrate with Facebook Messenger.
• Intégration de Gravity Forms : Créez plusieurs formulaires de tickets en utilisant Gravity Forms.

Notre choix : ThriveDesk. They offer more variation and quantity of integrations especially for eCommerce businesses. 

Assistance à la clientèle et documentation

ThriveDesk

Faites l'expérience d'un support client de premier ordre avec ThriveDesk. Leur équipe est dévouée à votre succès, s'assurant que vos requêtes sont traitées rapidement. Que vous choisissiez de nous contacter via le chat, l'email ou le canal Discord, vous pouvez vous attendre à des réponses rapides en quelques minutes, et non en quelques heures. Leurs représentants du support ne sont pas seulement rapides à aider mais aussi très compétents. 

Leur page d'apprentissage is a masterstroke as well. It contains well-made and thorough video documentation that takes you through various “How to” style videos that make using their software and understanding their features a cinch. It can be extremely helpful for users during the onboarding process.  

Ils comprennent vos questions et fournissent des conseils clairs et concis, rendant vos interactions avec ThriveDesk rafraîchissantes et efficaces. Ils donnent la priorité au succès des clients, et leur support client exceptionnel est là pour s'assurer que vous tirez le meilleur parti de votre expérience avec ThriveDesk.

Un soutien formidable

Awesome Support provides extensive customer support and documentation. With its rich set of features, the platform empowers users to effortlessly create and manage FAQs, providing customers with a self-service support hub to address common queries. Users can categorize FAQs and benefit from automatic topic suggestions, enhancing the overall customer experience. The platform also offers robust documentation capabilities, allowing users to publish and customize comprehensive documentation with pre-built templates.

Agents can leverage these resources when responding to tickets, which not only improves response times but also ensures users receive accurate information. Users can close tickets while simultaneously creating related FAQs or documentation, creating a seamless workflow. These features ensure maximum productivity and a well-organized base de connaissances. 

Whether setting up multiple FAQ pages, configuring documentation templates, or personalizing responses based on search results, Awesome Support delivers a comprehensive solution for efficient customer support and informative documentation.

But ultimately, most users will run into a roadblock, which is that most of the features discussed above are premium features which means the free version users will not receive this kind of support. 

Notre choix : Both plugins offer robust customer support options and comprehensive documentation. Your choice between Awesome Support and ThriveDesk will depend on your preference for support channels and the level of independence you require when using the plugin.

Avis et témoignages d'utilisateurs

ThriveDesk 

ThriveDesk has mostly positive reviews. Users particularly appreciate its robust ticket management, sleek and user-friendly UI, live chat and the availability of a mobile app which allows them to provide support on the go. 

It holds a modest 4.8/5 G2 rating with user reviews such as

Il est essentiel de lire les commentaires et les évaluations des utilisateurs pour comprendre comment chaque plugin fonctionne dans des scénarios réels. Ces informations peuvent vous aider à peser le pour et le contre et à déterminer quel plugin correspond le mieux aux besoins spécifiques de votre entreprise.

Un soutien formidable 

For the most part Awesome Support received positive reviews from its customers such as 

However there were multiple complaints about their customer service such as 

This goes to show that their customer support needs work. Customer support is not an area that software of Awesome Supports stature can afford to skim on. 

Notre choix : ThriveDesk. On average, ThriveDesk’s customer service agents reply faster than Awesome Support. Quick and efficient customer support is hard to compete with when it comes to preference. 

Sécurité et confidentialité des données

ThriveDesk

ThriveDesk takes data security very seriously. With a robust set of measures in place, they ensure customer information remains protected and their interactions with the platform are secure. Two-factor authentication is employed for ThriveDesk access, and their Secure Shell Protocol is password protected. The infrastructure is continuously hardened to withstand potential threats, and all servers receive regular security updates. 

They host their servers in EU regions, maintain Denial-of-service protections, and implement a comprehensive monitoring system to identify issues proactively. Their encryption practices follow state-of-the-art techniques, including strong TLS keys and Forward-Secrecy, guaranteeing the confidentiality and integrity of customer data. ThriveDesk complies with GDPR regulations to safeguard customer privacy. 

Un soutien formidable

Awesome Support places a strong emphasis on security and data privacy, ensuring compliance with regulations like GDPR. The platform allows users to add GDPR-related disclosures upon registration and track consent for various items, whether mandatory or optional. Users have the flexibility to request data deletion, and admins can remove consent when needed. This commitment to data privacy is further evident in the integration of deletion requests with WordPress 4.9.6 privacy hooks and the ability to download ticket data.

In addition, Awesome Support offers robust audit trail capabilities, logging all ticket and reply edits. Users can choose between summary and detailed audit levels, giving control over who can edit tickets and replies. The platform also extends document protection features, allowing the selection of roles that can delete attachments and enabling end users to manage attachments. With options to automatically delete attachments on ticket closure and user-agent overrides, Awesome Support ensures data protection and security for both users and administrators.

Notre choix : ThriveDesk. Their explicit mention of implementing GDPR principles and emphasis on transparency may provide a slightly higher level of assurance for users concerned about privacy and compliance with evolving privacy regulations. 

Pourquoi ThriveDesk est votre meilleur choix ?

When evaluating Helpdesk solutions for WordPress, the leading options are often ThriveDesk and Awesome Support. However, while both plugins offer systèmes de billetterie, ThriveDesk stands out.

What defines a true Helpdesk solution? Built-in elements like knowledge bases, team workflows, self-service portals and automation. Let’s look at a comparison table to get a more clearer picture

En centralisant les tickets, les documents, le chat, les portails et l'automatisation dans un seul plugin, ThriveDesk delivers a all purpose Helpdesk for not just WordPress sites but also multiple types of businesses. Awesome Support only offers subsets of these capabilities and are only the most effective in a WordPress environment.

Pour les sites SaaS et les équipes de support occupées visant à fournir un service client 5 étoiles, ThriveDesk vérifie toutes les cases en tant que service d'assistance de haut niveau. 

Lequel choisir pour votre entreprise ?

Un soutien formidable is a user-friendly help desk software that simplifies customer support. It offers various features, but its pricing structure with premium add-ons might deter some users. Access to advanced reporting and email marketing features is limited to premium packages. Nevertheless, it remains a valuable choice for accessible support solutions.

D'autre part, ThriveDesk offers a broad range of features, including support ticket management, workflow automations and live chat. While it’s perfectly suited for most small to mid sized businesses it can also support larger businesses, it also places a high value on data privacy and security.

En fin de compte, la décision de choisir entre ces deux logiciels sera centrée sur les besoins de l'entreprise, mais si ces besoins se traduisent par de solides fonctions de billetterie, une interface utilisateur bien conçue, un service client de premier ordre et des prix abordables, alors... ThriveDesk devrait être votre référence.