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.
このブログ記事では、両方のプラグインの機能、価格、使いやすさ、連携オプションなどについて、詳細な分析を行います。この記事を最後まで読めば、あなたのビジネスに最適なプラグインを選ぶための洞察が得られるでしょう。
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.
目次
Awesome Support vs ThriveDesk at a Glance
まずは、一目で比較してみましょう。
| 特徴 | スライブデスク | Awesome Support |
|---|---|---|
| 開始価格 | $25/月 | $149/Year |
| 主な特徴 | 無制限のチケット 広範なeコマース統合 メール、チャット、Discordによるサポート WPポータル 無制限のライブチャット モバイルアプリ | 無制限のチケット ユーザー数無制限 無制限のエージェント SLAs Macros Google AI powered Smart Chat |
| 使いやすさ | 素晴らしい | 良い |
| WordPressの評価 | 4.7/5 | 3.5/5 |
| 試用期間 | 14日間 | 試用期間なし |
ThriveDeskの概要
ThriveDesk can be the ideal support solution for businesses that are looking for a customer support solution. Tailored for all sizes of businesses, ThriveDesk boasts a powerful yet user-friendly live chat assistant specially designed for eCommerce entrepreneurs. It’s the go-to choice for small businesses looking to manage real-time customer interactions efficiently.
ThriveDesk offers a wide array of features, including a shared inbox, 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.
システムパフォーマンスが心配な方もご安心ください。ThriveDeskは軽量で最適化された設計により、ウェブサイトの動作がスムーズで、問題は一切発生しません。さらに、高速なエージェントインターフェースにより迅速な対応が保証され、ウェブサイトのシームレスな運用を維持しながら、最大限の効率性を実現します。
また、企業が顧客に24時間365日、どこにいてもサポートを提供できるモバイルアプリも提供しています。顧客が最高のカスタマーエクスペリエンスを提供できるよう、非常に最適化されています。
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.
チケット管理
スライブデスク
ThriveDeskのチケット管理機能は、カスタマーサポート業務の効率化と整理を目的として設計されています。複数の共有受信トレイを使用することで、様々なチャネルをまたぐ顧客からの問い合わせを効率的に処理できます。プラットフォームはメールチケットにも対応しており、シームレスなコミュニケーションを実現します。ThriveDeskのAI支援機能は、応答時間を短縮し、会話の優先順位付けを支援します。
会話アクティビティの管理、ステータスの設定、会話履歴へのアクセスなど、会話アクティビティの管理が簡単に行えます。チームメイトの割り当てと受信トレイへのアクセス制御により、サポートチーム間でのタスクの効率的な配分が可能になります。さらに、カスタム自動返信機能もご利用いただけます。 HTML署名自動 BCC 機能により、顧客とのやり取りに柔軟性とパーソナライズ性がもたらされます。
添付ファイルのサポートと会話の統合機能により、包括的で整理されたカスタマーサポート記録を維持できます。共有受信トレイが2つでも無制限でも、ThriveDeskは最高レベルのカスタマーサポートを提供するためのツールを提供します。
One unique component of ThriveDesks ticket management is WPポータルは、WordPressウェブサイト内に直接ヘルプセンターを追加できるツールです。サポートの会話履歴をすべて確認したり、ポータルから直接新しいチケットを作成したりすることも可能です。これにより、顧客は迅速なサポートを受けることができます。
Awesome Support
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.
私たちのおすすめ: ThriveDesk。WP Portal のチケット管理機能は画期的です。
Email Marketing and Automation
スライブデスク
ThriveDesk, much like Awesome Support, focuses primarily on stellar support ticket management, with no built-in email marketing. However, ThriveDesk offers native workflow automation Funnelkit や Fluent CRM などのプラグインによる強力な CRM 統合により、包括的な電子メール マーケティングとマーケティング自動化機能が提供されます。
Fluent CRMとの連携により、ターゲットを絞ったメールキャンペーンの作成・実行、そのパフォーマンスのモニタリング、そして自動メールシーケンスの設定が可能になります。この連携オプションにより、ThriveDeskはサポートチケット管理と強力なマーケティング機能の両方を求めるお客様にとって魅力的な選択肢となります。
Awesome Support
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.
私たちのおすすめ: 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.
ライブチャット
スライブデスク
ThriveDesk on the other hand offers a 堅牢なライブチャットソリューション 顧客サポート機能を強化するツールです。リード識別、ユーザーおよび訪問者情報、リアルタイム訪問者トラッキング、即時返信などの機能により、リアルタイムのインサイトを提供し、顧客からの問い合わせに迅速に対応します。ThriveDeskのブランド化可能なチャットウィジェットはWebとモバイルの両方に対応しており、一貫したブランドイメージを維持できます。
チャットをチケットにシームレスに移行することで、顧客からの問い合わせが漏れなく対応されます。さらに、アプリやナレッジベースサービスとの統合、そして多言語サポートにより、チームは効率的かつパーソナライズされたサポートを顧客に提供できるようになり、ビジネスにとって貴重な資産となります。
Awesome Support
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.
私たちのおすすめ: 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.
レポートと分析
スライブデスク
ThriveDesk provides essential レポートと分析 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.
Awesome Support
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.
私たちのおすすめ: 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.
価格とプラン
スライブデスク
| スターター | $25/月（4席） |
| プラス | $85/月（10席） |
| 企業 | $25/シート/月（最低10シート） |
Awesome Support
| 標準 | $149/Year |
| Pro | $229/Year |
| 企業 | $289/Year |
| 代理店 | $409/Year |
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 @メンション, 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.
使いやすさ
スライブデスク
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.
Awesome Support
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 internal notes, 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.
統合オプション
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.
彼らが提供する統合のいくつかを次に示します。
- ワードプレス: Connect WordPress data to ThriveDesk and enable the use of WPポータル on your WordPress site.
- ウィックス： Wix の顧客にライブ チャット、電子メール、ナレッジ ベースのサポートを提供します。
- Google タグ マネージャー: Google タグ マネージャーを使用して、ThriveDesk Assistant を Web サイトに追加します。
- Joomla!: Joomla ウェブサイトでライブ チャットを設定します。
- 深いeコマース統合: ThriveDeskを統合する と ウーコマース, SureCart, Easy Digital Downloads, そして フリーミウス。
- スラック： ThriveDesk を Slack に接続して、コミュニケーションとコラボレーションを効率化します。
- CRM: FunnelKit や Fluent CRM などの多数のサービスとソリューションにアクセスできます。
Awesome Support
Awesome Support provides most of their integration options through Zapier. Other than that, it doesn’t really have too many integration options.
彼らが提供する統合のいくつかを次に示します。
- 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.
- CRM Integrations: 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.
- Gravity Forms の統合: Gravity Forms を使用して複数のチケットフォームを作成します。
私たちのおすすめ: ThriveDesk. They offer more variation and quantity of integrations especially for eCommerce businesses.
カスタマーサポートとドキュメント
スライブデスク
Experience top-tier customer support with ThriveDesk. Their team is dedicated to your success, ensuring that your queries are addressed promptly. Whether you choose to reach out via chat, email, or Discord channel, you can expect swift responses within minutes, not hours. Their support representatives are not only quick to assist but also deeply knowledgeable.
彼らの 学習ページ 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.
彼らはお客様の質問を理解し、明確で簡潔なガイダンスを提供するため、ThriveDeskとのやり取りは驚くほど効果的です。彼らはお客様の成功を最優先に考えており、卓越したカスタマーサポートを通じて、お客様がThriveDesk体験を最大限に活用できるよう尽力しています。
Awesome Support
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 knowledge base.
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.
私たちのおすすめ: 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.
ユーザーレビューと証言
スライブデスク
スライブデスク 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
各プラグインが実際のシナリオでどのように機能するかを理解するには、ユーザーからのフィードバックやレビューを読むことが不可欠です。これらの洞察は、メリットとデメリットを比較検討し、特定のビジネスニーズに最適なプラグインを決定するのに役立ちます。
Awesome Support
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.
私たちのおすすめ: 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.
セキュリティとデータプライバシー
スライブデスク
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.
Awesome Support
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.
私たちのおすすめ: 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.
ThriveDesk が最適な選択肢である理由は何ですか?
When evaluating Helpdesk solutions for WordPress, the leading options are often ThriveDesk and Awesome Support. However, while both plugins offer ticketing systems, ThriveDesk stands out.
| 特徴 | スライブデスク | Awesome Support |
| ナレッジベース | ✅ 内蔵 | ✅ 内蔵 |
| ライブチャット | ✅ 統合 | 👀 Smart chat (❌Not a true live chat feature) |
| 支援AI | ✅ スマートな返信 | ✅ スマートな返信 |
| セルフサービスポータル | ✅ ブランド化されたカスタマーサービスポータル | ✅ ブランド化されたカスタマーサービスポータル |
| 対象読者 | SaaSビジネス、WordPressビジネス、代理店、コンサルティング会社。実質的な制限はありません。 | WordPress dependant but also provides a standalone API |
| 価格 | $25/月 | $149/Year |
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
チケット、ドキュメント、チャット、ポータル、自動化を1つのプラグインに集約することで、 ThriveDesk delivers a all purpose Helpdesk for not just ワードプレス 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.
5 つ星の顧客サービスの提供を目指す SaaS サイトや多忙なサポート チームにとって、ThriveDesk は総合的な高レベル ヘルプデスクとしてすべての要件を満たします。
あなたのビジネスにはどれを選ぶべきでしょうか?
Awesome Support 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.
一方で、 スライブデスク 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.
最終的に、これら2つのソフトウェアのどちらを選ぶかは、ビジネスの要件を中心に決定されますが、これらの要件が強力なチケット機能、バランスの取れたデザインのUI、手頃な価格で最高の顧客サービスにつながるのであれば、 スライブデスク ぜひお試しください。
