HelpSpace vs. Front

Around 68% of the customers say they’re willing to pay more if a brand offers them good customer service. While this number may seem astounding at first, it’s absolutely correct. In fact, 89% of the customers end up making a repeat purchase if they’ve had a good customer service experience.

So, you can see the pattern here. You offer good support, the customer returns for another purchase or pays higher for your services, and you generate decent revenue.

However, offering good customer service can be a challenge, especially if you have to deal with a high influx of consumer requests from multiple channels. Fortunately, customer support tools are at your disposal and can help solve this problem.

Among them, HelpSpace and Front are two leading names. Below, we compare both platforms to help you decide which is the better option for your organization.

What is HelpSpace?

HelpSpace is an intuitive, beautiful designed, and straightforward customer service tool made with the aim of simplifying your customer support.

Since it shows all your important customer support messages in one place, it eradicates confusion and streamlines the process for the whole team, allowing them to respond to customer issues in a unified inbox.

Additionally, the tool also offers other features that make customer support easier, faster, and smoother.

What Can You Do With HelpSpace?

HelpSpace has many features to make customer service a breeze. Here’s a look at them:

Tickets

Possibly, the most impressive feature of HelpSpace is the ticketing with the shared inbox, where your customer support team can see customer queries coming from multiple channels. In this way, they can reply to all questions and concerns from a unified inbox.

Likewise, you can also allocate the queries or ‘tickets’ to several groups or members.

More importantly, your customer support team can use Quick Replies to shorten the response time. Instead of typing the same answers over and over again, they can simply direct the customers to the appropriate Document or Blog.

Tasks

Coordinate your internal tasks and those of your team with Tasks. It simplifies the overview of tasks and makes the workload for the next time transparent. With the popular Kanban Board, it offers one of the most popular views for your to-dos.

In addition, tasks can be created and linked directly in the tickets to work on them in parallel and efficiently, without forgetting anything.

Docs

HelpSpace's Docs is the knowledge base and self-service page for your customers and team. The tool offers three style options:

• Documentation: It appears like a document containing information on any subject.

• Help-Center: The Help-Center is where all the information is readily available, and the users can also search for particular documents, topics, or categories.

• Blog: You can also write blog posts to tell the customers about the inclusions in your new update or anything else.

Docs are fully customizable, which allows you to be unique. From changing the document’s color to your brand theme to using advanced CSS customizations, there’s a lot you can do to make Docs brand-centric.

Widgets

HelpSpace has visually appealing widgets that you can show on your website to attract customers, or visitors. You can also integrate it into your application to display the documentation for your users. For instance, you can put up widgets for Contact or Help-Center, depending on the placement that yields the best results.

Like Docs, Widgets are also fully customizable and can be made according to your brand theme.

Reports

HelpSpace also shows you a report of your customer service, indicating the waiting, opened, closed, and pending tickets. The report helps you visualize your performance and make the necessary improvements or changes.

What is Front?

Like HelpSpace, Front is also a customer support tool that lets you collaborate easily, enhance customer satisfaction, and lower the burden on your team.

It has an intuitive design with a clean interface that makes it easier for your employees to get on board quickly. Plus, the custom automation feature lets you create workflows to streamline support provision.

What Can You Do With Front?

Here are some features of Front that improve your customer service:

Actionable Data

Front lets you get insights into your support team’s performance. Along with this, you can learn about the rate of customer satisfaction and the effectiveness of communication between employees.

Smart Collaboration

The tool’s features let you draft responses to customer queries as a team. In this way, your support team does not end up duplicating tasks, losing time, or missing any information.

Workflow Creation

You can also create workflows using Front to escalate the customer support process. In this way, you won’t have to start from scratch every time you get a query.

Live Chat

Front also has a Live Chat feature, allowing you to respond to customer concerns in real-time. The Help widget on your website will activate Live Chat for the customers.

How is HelpSpace Better?

HelpSpace is undoubtedly a better option for businesses that want to get all their customer support functionalities in one place.

Along with offering insights, the tool allows you to create documents, add multiple channels, and focus on branding through widget customization. More importantly, HelpSpace offers all these features at a much lower cost than its competitors.

How is Front Better?

Front seems to be lacking some important features, such as customization options. Most importantly, it does not have a knowledge base, which can really set you behind your competition.

However, its Live Chat and unlimited channels or mailboxes make it an ideal option for organizations looking for these features specifically.

HelpSpace vs. Front: Comparison Table

Final Verdict

As evident from the table, Front is exorbitantly priced while lacking many features that HelpSpace has for a much lower price. Moreover, its knowledge base gives it an upper hand over Front.

Thus, we would crown HelpSpace as the winner of this comparison, since it’s priced reasonably and has more features and ease of customization than Front.

Photo by Mel Poole on Unsplash