# WalkMe vs Zendesk for Customer Service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Zendesk for Customer Service excels in providing a centralized platform for managing support requests. Users appreciate the ticketing system, which allows them to track issues, assign them to the right teams, and maintain communication until resolution, significantly improving efficiency.
- **Users say** that WalkMe shines in offering real-time assistance, which helps employees support customers more effectively. Reviewers highlight how the guidance provided by WalkMe enables them to discover software changes quickly, reducing the need to seek help from colleagues.
- **According to verified reviews** , Zendesk for Customer Service is praised for its user-friendly interface, making it easy for beginners to navigate. Users mention that the recently added AI features, such as ticket routing and summary suggestions, save time on repetitive tasks.
- **Reviewers mention** that while WalkMe has improved its content-building capabilities and offers excellent certification training, some users find that it can be less intuitive compared to Zendesk, particularly when it comes to navigating complex workflows.
- **G2 reviewers highlight** that Zendesk's quality of support is a strong point, with many users noting the responsiveness and helpfulness of the support team. In contrast, while WalkMe's support is also quick to respond, some users feel that the depth of assistance could be enhanced for more complex issues.
- **Users report** that both platforms have their strengths in automation and integrations, but Zendesk's higher ratings in these areas suggest a more seamless experience for users looking to connect with other tools and streamline their workflows.



| | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Star Rating** | 4.5 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 571 | 6,996 | 
| **Largest Market Segment** | Enterprise (60.2% of reviews) | Mid-Market (45.8% of reviews) | 
| **Entry Level Price** | No pricing available | $19.00 1 user per month billed annually | 

---
## Top Pros & Cons

### WalkMe

Pros:
- Ease of Use (84 reviews)
- Helpful (54 reviews)

Cons:
- Learning Curve (34 reviews)
- Complexity (24 reviews)

### Zendesk for Customer Service

Pros:
- Ease of Use (526 reviews)
- Features (395 reviews)

Cons:
- Missing Features (216 reviews)
- Limited Features (180 reviews)

---
## Ratings Comparison
| Rating | WalkMe | Zendesk for Customer Service | 
|---|---|---|
  | **Meets Requirements** | 8.8 (491 reviews) | 8.6 (5220 reviews) | 
  | **Ease of Use** | 8.4 (501 reviews) | 8.6 (5449 reviews) | 
  | **Ease of Setup** | 8.1 (410 reviews) | 8.0 (3349 reviews) | 
  | **Ease of Admin** | 8.3 (365 reviews) | 8.2 (3150 reviews) | 
  | **Quality of Support** | 8.8 (483 reviews) | 8.4 (5001 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.9 (362 reviews) | 8.4 (3073 reviews) | 
  | **Product Direction (% positive)** | 9.0 (472 reviews) | 8.0 (4869 reviews) | 

---
## Pricing

### WalkMe

#### Entry-Level Pricing

No pricing available

#### Free Trial

Yes

### Zendesk for Customer Service

#### Entry-Level Pricing

Plan: Support Only (Team)

Price: $19.00 1 user per month billed annually

Description: Integrated customer support

Key Features:
- Email & social media 
- Web widget & mobile SDK
- Pre-defined business rules

[Browse all 5 editions](https://www.g2.com/products/zendesk-for-customer-service/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | N/A | N/A |
| **Zendesk for Customer Service** | 8.2/10 | 3764 |

#### Ticket and Case Management

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Ticket creation user experience** | Not enough data | 8.8 (2602 reviews) ✓ Verified | 
| **Ticket response user experience** | Not enough data | 8.7 (2648 reviews) ✓ Verified | 
| **Workflow** | Not enough data | 8.5 (2595 reviews) ✓ Verified | 
| **Response Automation** | Not enough data | 8.4 (2403 reviews) ✓ Verified | 
| **SLA Management** | Not enough data | 8.2 (1941 reviews) ✓ Verified | 
| **Attachments/Screencasts** | Not enough data | 8.4 (2413 reviews) ✓ Verified | 
| **Ticket Collaboration** | Not enough data | 8.6 (2429 reviews) ✓ Verified | 
| **Customer and Contacts Database** | Not enough data | 8.3 (1877 reviews) ✓ Verified | 

#### Generative AI

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (391 reviews) | 
| **AI Text Summarization** | Not enough data | 7.6 (388 reviews) | 

#### Agentic AI - Help Desk

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.8 (251 reviews) | 
| **Natural Language Interaction** | Not enough data | 7.9 (246 reviews) | 
| **Proactive Assistance** | Not enough data | 8.0 (249 reviews) | 

#### Communication Channels

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Customer Portal** | Not enough data | 8.5 (2073 reviews) ✓ Verified | 
| **Email to Case** | Not enough data | 8.8 (2359 reviews) ✓ Verified | 
| **Chat/Live Support** | Not enough data | 8.4 (1761 reviews) ✓ Verified | 
| **Social Integration** | Not enough data | 8.0 (1437 reviews) ✓ Verified | 
| **Voice** | Not enough data | 8.0 (1343 reviews) ✓ Verified | 

#### Platform

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Mobile User Support** | Not enough data | 7.8 (1392 reviews) ✓ Verified | 
| **Customization ** | Not enough data | 8.0 (1791 reviews) ✓ Verified | 
| **User, Role, and Access Management** | Not enough data | 8.3 (1970 reviews) ✓ Verified | 
| **Integration** | Not enough data | 8.2 (1799 reviews) ✓ Verified | 
| **Reporting** | Not enough data | 7.9 (2411 reviews) ✓ Verified | 
| **Dashboards** | Not enough data | 8.0 (2435 reviews) ✓ Verified | 

### Mobile App Analytics

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | 8.1/10 | 22 |
| **Zendesk for Customer Service** | N/A | N/A |

#### User Identification

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Demographics** | 7.4 (17 reviews) | Not enough data | 
| **User Segmentation** | 8.5 (19 reviews) | Not enough data | 
| **Geolocation** | 8.0 (14 reviews) | Not enough data | 

#### Tracking & Reporting

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Custom Event Tracking** | 8.6 (18 reviews) | Not enough data | 
| **Real-Time Insights** | 8.2 (19 reviews) | Not enough data | 
| **Attribution** | 8.0 (16 reviews) | Not enough data | 
| **Dashboard** | 8.3 (20 reviews) | Not enough data | 
| **User Path Tracking** | 7.8 (18 reviews) | Not enough data | 
| **User Activity History** | 8.1 (18 reviews) | Not enough data | 

#### Metrics

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Engagement** | 8.4 (18 reviews) | Not enough data | 
| **Exit Tracking** | 8.1 (17 reviews) | Not enough data | 
| **Retention** | 8.1 (18 reviews) | Not enough data | 
| **Return** | 8.2 (16 reviews) | Not enough data | 
| **Conversions** | 8.1 (17 reviews) | Not enough data | 

### Digital Adoption Platform

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | 8.4/10 | 368 |
| **Zendesk for Customer Service** | N/A | N/A |

#### User Analysis

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Survey Implementation** | 7.9 (288 reviews) | Not enough data | 
| **Data Analysis** | 8.1 (321 reviews) | Not enough data | 

#### User Support

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **User Segmentation** | 8.6 (316 reviews) | Not enough data | 
| **Multi-Language Support** | 7.7 (252 reviews) | Not enough data | 
| **Behavior-responsive Messaging** | 8.0 (261 reviews) | Not enough data | 

#### Walkthrough Type

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Audio-visual Walkthroughs** | 8.0 (269 reviews) | Not enough data | 
| **Text Bubble Walkthroughs** | 9.1 (320 reviews) | Not enough data | 

#### Platform Basics - Digital Adoption Platform

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Integration** | 8.4 (55 reviews) | Not enough data | 
| **Communications** | 9.2 (65 reviews) | Not enough data | 

#### Analytics - Digital Adoption Platform

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Analytics** | 8.6 (54 reviews) | Not enough data | 

#### Functions - Digital Adoption Platform

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Customer self-service** | 9.0 (54 reviews) | Not enough data | 
| **In-app guidance** | 9.5 (73 reviews) | Not enough data | 

#### Agentic AI - Digital Adoption Platform

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Adaptive Learning** | 7.0 (34 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 893 |

#### Usability

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **All-Employee Access** | Not enough data | 8.3 (665 reviews) | 
| **Supporting Documents** | Not enough data | 8.3 (662 reviews) | 
| **Two-Way Communication** | Not enough data | 8.4 (637 reviews) | 

#### Reporting

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.3 (587 reviews) | 
| **Trend Analysis** | Not enough data | 7.9 (562 reviews) | 
| **Performance Monitoring** | Not enough data | 8.2 (645 reviews) | 

#### Generative AI

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.3 (176 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (175 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | N/A | N/A |
| **Zendesk for Customer Service** | 8.1/10 | 418 |

#### Productivity Tools

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Notes** | Not enough data | 8.5 (325 reviews) | 
| **Internal Discussion** | Not enough data | 8.3 (324 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.4 (312 reviews) | 
| **Workflows** | Not enough data | 8.4 (306 reviews) | 
| **Templates** | Not enough data | 8.5 (315 reviews) | 
| **Integrations** | Not enough data | 8.2 (311 reviews) | 
| **Tagging System** | Not enough data | 8.2 (345 reviews) | 

#### Analytics

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Trends** | Not enough data | 7.7 (263 reviews) | 
| **Performance Tracking** | Not enough data | 8.0 (304 reviews) | 
| **Email Tracking** | Not enough data | 8.2 (292 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.1 (21 reviews) | 
| **Decision Making** | Not enough data | 7.4 (22 reviews) | 

### ServiceNow Store Apps

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | 9.9/10 | 8 |
| **Zendesk for Customer Service** | N/A | N/A |

#### ServiceNow Apps

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **ServiceNow Integration** | 10.0 (7 reviews) | Not enough data | 
| **Value** | 9.8 (7 reviews) | Not enough data | 

#### Agentic AI - ServiceNow Store Apps

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 90 |

#### Responses

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | Not enough data | 8.2 (61 reviews) | 
| **Route To Human** | Not enough data | 8.6 (69 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | 8.2 (68 reviews) | 

#### Automation - AI Agents

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | 7.5 (25 reviews) | 
| **Customer Interaction Automation** | Not enough data | 7.7 (25 reviews) | 
| **Lead Generation** | Not enough data | 7.4 (24 reviews) | 
| **Document Processing** | Not enough data | 7.5 (25 reviews) | 
| **Feedback Collection** | Not enough data | 7.7 (24 reviews) | 

#### Platform

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Conversation Editor** | Not enough data | 8.2 (66 reviews) | 
| **Integration** | Not enough data | 8.2 (64 reviews) | 
| **Human-In-The-Loop** | Not enough data | 8.3 (62 reviews) | 

#### Autonomy -  AI Agents

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 7.8 (23 reviews) | 
| **Adaptive Responses** | Not enough data | 7.4 (24 reviews) | 
| **Task Execution** | Not enough data | 7.4 (25 reviews) | 
| **Problem Solving** | Not enough data | 7.4 (25 reviews) | 

#### Generative AI

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (30 reviews) | 
| **AI Text Summarization** | Not enough data | 8.0 (29 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | N/A | N/A |
| **Zendesk for Customer Service** | 8.2/10 | 613 |

#### Responses

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Customization** | Not enough data | 8.1 (466 reviews) | 
| **Control** | Not enough data | 8.1 (463 reviews) | 
| **Route To Human** | Not enough data | 8.3 (445 reviews) | 
| **Menu bars** | Not enough data | 8.1 (444 reviews) | 
| **Drip sequences** | Not enough data | 8.1 (353 reviews) | 

#### Platform

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Live chat** | Not enough data | 8.6 (470 reviews) | 
| **Integrations** | Not enough data | 8.3 (470 reviews) | 
| **Branding** | Not enough data | 8.3 (461 reviews) | 
| **Analytics** | Not enough data | 8.2 (465 reviews) | 
| **A/B testing** | Not enough data | Feature Not Available | 
| **Role-based access** | Not enough data | Feature Not Available | 
| **Collection of information** | Not enough data | 8.4 (453 reviews) | 

#### Generative AI

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.1 (111 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (109 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | N/A | N/A |
| **Zendesk for Customer Service** | 8.1/10 | 1097 |

#### Conversational Platform

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | Not enough data | 8.1 (861 reviews) | 
| **Omnichannel** | Not enough data | 8.3 (718 reviews) | 
| **Contextual Engagement** | Not enough data | 8.2 (681 reviews) | 
| **Proactive Engagement** | Not enough data | 8.2 (747 reviews) | 

#### Support Automation

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Intelligent Routing** | Not enough data | 8.1 (711 reviews) | 
| **Seamless Escalation** | Not enough data | 8.3 (756 reviews) | 
| **Transcripts** | Not enough data | 8.4 (717 reviews) | 
| **Self-Serve Support** | Not enough data | 8.1 (789 reviews) | 

#### Generative AI

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (202 reviews) | 
| **AI Text Summarization** | Not enough data | 7.8 (201 reviews) | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 198 |

#### Messaging Channels

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **SMS Messaging** | Not enough data | 7.6 (77 reviews) | 
| **Email** | Not enough data | 9.1 (171 reviews) | 
| **Voice Messaging** | Not enough data | 8.3 (93 reviews) | 
| **Two way messaging** | Not enough data | 8.5 (101 reviews) | 

#### Administration

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Scheduling** | Not enough data | 8.2 (107 reviews) | 
| **Triggered Notifications** | Not enough data | 8.9 (155 reviews) | 
| **Segmentation** | Not enough data | 8.2 (110 reviews) | 
| **Integrations** | Not enough data | 8.4 (143 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | N/A | N/A |
| **Zendesk for Customer Service** | 7.9/10 | 114 |

#### Customer Support

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Text** | Not enough data | 8.1 (83 reviews) | 
| **Speech** | Not enough data | 7.5 (75 reviews) | 
| **Knowledge Base** | Not enough data | 8.1 (85 reviews) | 

#### Automation

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 8.1 (85 reviews) | 
| **Customization** | Not enough data | 8.2 (82 reviews) | 
| **Intelligent Routing** | Not enough data | 8.0 (82 reviews) | 

#### Artificial Intelligence

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Learning** | Not enough data | 7.8 (81 reviews) | 
| **Language** | Not enough data | 7.6 (79 reviews) | 
| **Conversational AI** | Not enough data | 7.7 (84 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | N/A | N/A |
| **Zendesk for Customer Service** | 8.3/10 | 2697 |

#### Generative AI

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | Feature Not Available | 
| **AI Text Summarization** | Not enough data | 7.9 (205 reviews) | 
| **AI Text-to-Speech** | Not enough data | Feature Not Available | 

#### Communication

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Pop-up Chat** | Not enough data | 8.6 (950 reviews) ✓ Verified | 
| **Notifications** | Not enough data | 8.4 (964 reviews) ✓ Verified | 
| **Targeted Emails** | Not enough data | 8.1 (718 reviews) | 
| **In-App Messaging** | Not enough data | 8.5 (735 reviews) ✓ Verified | 
| **Co-Browsing** | Not enough data | 8.0 (519 reviews) | 

####  Internal Use

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | Not enough data | 8.0 (1791 reviews) ✓ Verified | 
| **Conversation Archiving** | Not enough data | 8.5 (846 reviews) ✓ Verified | 
| **Lead Development** | Not enough data | 8.1 (648 reviews) | 
| **Knowledge Base** | Not enough data | 8.5 (897 reviews) | 
| **Team Inbox ** | Not enough data | 8.6 (827 reviews) ✓ Verified | 
| **Customer Profiles** | Not enough data | 8.3 (846 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | 8.0/10 | 226 |
| **Zendesk for Customer Service** | 8.2/10 | 1785 |

#### Generative AI

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Summarization** | 7.6 (98 reviews) | Feature Not Available | 

#### Self-Service Experience

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Knowledge Base** | 8.4 (203 reviews) | 8.5 (1523 reviews) | 
| **Searchable Articles** | 8.3 (201 reviews) | 8.5 (1443 reviews) | 
| **Community Forums** | 8.2 (195 reviews) | 8.0 (1024 reviews) | 
| **Mobile Optimization** | 6.7 (138 reviews) | 7.7 (648 reviews) | 
| **Personalization** | 8.1 (172 reviews) | 8.0 (780 reviews) | 

#### Self-Service Platform

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Branding** | 8.4 (175 reviews) | 8.2 (829 reviews) | 
| **Automation** | 8.2 (180 reviews) | 8.2 (849 reviews) | 
| **Artificial Intelligence** | 7.1 (138 reviews) | 7.7 (676 reviews) | 
| **Integrations** | 7.6 (159 reviews) | 8.2 (814 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 8.3 (11 reviews) | 8.3 (63 reviews) | 
| **Multi-step Planning** | 8.6 (12 reviews) | 8.3 (63 reviews) | 
| **Cross-system Integration** | 8.3 (12 reviews) | 8.2 (65 reviews) | 
| **Adaptive Learning** | 8.3 (11 reviews) | 8.7 (63 reviews) | 
| **Natural Language Interaction** | 8.3 (12 reviews) | 8.6 (62 reviews) | 
| **Proactive Assistance** | 7.6 (12 reviews) | 8.2 (63 reviews) | 
| **Decision Making** | 8.2 (12 reviews) | 8.1 (63 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 841 |

#### Generative AI

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.4 (77 reviews) | 
| **AI Text Summarization** | Not enough data | 7.5 (78 reviews) | 

#### Process

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Mentions** | Not enough data | 8.4 (563 reviews) | 
| **Tickets** | Not enough data | 9.1 (744 reviews) | 
| **Macros** | Not enough data | 8.8 (693 reviews) | 

#### Channels

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Email** | Not enough data | 9.0 (743 reviews) | 
| **Social** | Not enough data | 8.4 (586 reviews) | 
| **Live Chat** | Not enough data | 8.7 (565 reviews) | 
| **Phone** | Not enough data | 8.2 (486 reviews) | 
| **Text** | Not enough data | 8.3 (421 reviews) | 

#### Insight

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Surveys** | Not enough data | 8.1 (540 reviews) | 
| **Reporting** | Not enough data | 8.3 (647 reviews) | 
| **Visitor Activity** | Not enough data | 8.5 (562 reviews) | 
| **Help Desk** | Not enough data | 8.7 (667 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | N/A | N/A |
| **Zendesk for Customer Service** | 8.1/10 | 77 |

#### Generative AI

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.8 (67 reviews) | 
| **AI Text Summarization** | Not enough data | 7.7 (66 reviews) | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **AI chatbots** | Not enough data | Not enough data | 
| **Messaging and Notifications** | Not enough data | Not enough data | 
| **AI agents ** | Not enough data | Not enough data | 
| **Voice assistants** | Not enough data | Not enough data | 
| **Communication apps** | Not enough data | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Ecommerce stores** | Not enough data | Not enough data | 
| **Sales channels** | Not enough data | Not enough data | 
| **Payment Platform** | Not enough data | Not enough data | 
| **Internal tools** | Not enough data | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | 

### Mobile Analytics

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | 8.2/10 | 19 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Metrics

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Engagement** | 8.4 (18 reviews) | Not enough data | 
| **Exit Tracking** | 8.1 (17 reviews) | Not enough data | 
| **Retention** | 8.1 (18 reviews) | Not enough data | 
| **Return** | 8.2 (16 reviews) | Not enough data | 
| **Conversions** | 8.1 (17 reviews) | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | N/A | N/A |
| **Zendesk for Customer Service** | 8.3/10 | 111 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Automated Ticket Resolution** | Not enough data | 8.4 (74 reviews) | 
| **Contextual Response Generation** | Not enough data | 8.1 (71 reviews) | 
| **Sentiment Analysis** | Not enough data | 8.2 (69 reviews) | 
| **Knowledge Base Utilization** | Not enough data | 8.3 (71 reviews) | 
| **Multilingual Support** | Not enough data | 8.2 (68 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Proactive Customer Outreach** | Not enough data | 8.2 (70 reviews) | 
| **Feedback Collection** | Not enough data | 8.4 (70 reviews) | 
| **Escalation Handling** | Not enough data | 8.3 (71 reviews) | 
| **Workflow Optimization** | Not enough data | 8.5 (70 reviews) | 

#### Automation

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Customer Interaction Automation** | Not enough data | 8.7 (74 reviews) | 
| **Feedback Collection** | Not enough data | 8.6 (70 reviews) | 
| **Document Processing** | Not enough data | 7.9 (68 reviews) | 

#### Autonomy

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 8.1 (68 reviews) | 
| **Adaptive Responses** | Not enough data | 8.4 (67 reviews) | 
| **Task Execution** | Not enough data | 8.3 (69 reviews) | 
| **Problem Solving** | Not enough data | 8.3 (70 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | N/A | N/A |
| **Zendesk for Customer Service** | 8.8/10 | 26 |

#### Platform

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | Not enough data | 8.9 (19 reviews) | 
| **Integration APIs** | Not enough data | 9.2 (14 reviews) | 
| **Internationalization** | Not enough data | 9.6 (8 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.5 (11 reviews) | 
| **Dashboards** | Not enough data | 8.8 (11 reviews) | 

#### Workforce Management Platform Features

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Labor Forecasting** | Not enough data | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | 
| **Time & Attendance Tracking** | Not enough data | Not enough data | 
| **Absence & Leave Management** | Not enough data | Not enough data | 
| **Skills Management** | Not enough data | Not enough data | 
| **Succession Planning** | Not enough data | Not enough data | 
| **Workforce Analytics** | Not enough data | Not enough data | 
| **Self-Service Capabilities** | Not enough data | Not enough data | 
| **Mobile Shift Scheduling** | Not enough data | Not enough data | 
| **Team Communication** | Not enough data | Not enough data | 

### Mobile App Optimization

| Product | Score | Reviews |
|---|---|---|
| **WalkMe** | 8.2/10 | 26 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Variation Testing

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **A/B Testing** | 7.9 (16 reviews) | Not enough data | 
| **WYSIWYG Editor** | 8.3 (20 reviews) | Not enough data | 
| **Conversion Goal** | 8.1 (18 reviews) | Not enough data | 
| **Percentage of Traffic** | 7.9 (21 reviews) | Not enough data | 
| **Confidence Level** | 8.1 (21 reviews) | Not enough data | 
| **Multivariant Testing** | 8.5 (17 reviews) | Not enough data | 

#### Reporting

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Segmentation** | 8.1 (23 reviews) | Not enough data | 
| **Reports and Dashboards** | 8.2 (24 reviews) | Not enough data | 

#### Personalization

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Standard Targeting** | 8.4 (22 reviews) | Not enough data | 
| **Custom Targeting** | 8.1 (21 reviews) | Not enough data | 
| **Data Segmentation** | 8.1 (19 reviews) | Not enough data | 

#### Administration

| Feature | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **API / Integrations** | 7.4 (18 reviews) | Not enough data | 
| **QA Testing** | 8.1 (19 reviews) | Not enough data | 
| **Performance and Reliability** | 8.2 (24 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.6 (24 reviews) | Not enough data | 

---
## Categories
**Shared Categories (1):** [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to WalkMe (4):** [Digital Adoption Platforms](https://www.g2.com/categories/digital-adoption-platform), [ServiceNow Marketplace Apps](https://www.g2.com/categories/servicenow-store-apps), [Mobile App Analytics Tools](https://www.g2.com/categories/mobile-app-analytics), [Mobile App Optimization Software](https://www.g2.com/categories/mobile-app-optimization)

**Unique to Zendesk for Customer Service (14):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Workforce Management Software](https://www.g2.com/categories/workforce-management), [Live Chat Software](https://www.g2.com/categories/live-chat), [Chatbots Software](https://www.g2.com/categories/chatbots), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)


---
## Reviewer Demographics

### By Company Size

| Segment | WalkMe | Zendesk for Customer Service | 
|---|---|---|
| **Small-Business** | 12.3% | 40.8% | 
| **Mid-Market** | 27.5% | 45.8% | 
| **Enterprise** | 60.2% | 13.4% | 

### By Industry

#### WalkMe

- **Computer Software:** 11.6%
- **Financial Services:** 7.9%
- **Information Technology and Services:** 7.9%
- **Hospital & Health Care:** 5.3%
- **Insurance:** 4.4%
- **Telecommunications:** 3.7%
- **Banking:** 3.5%
- **Consulting:** 2.9%
- **Pharmaceuticals:** 2.4%
- **Consumer Goods:** 2.2%
- **Other:** 48.3%

#### Zendesk for Customer Service

- **Computer Software:** 14.2%
- **Information Technology and Services:** 12.6%
- **Financial Services:** 5.9%
- **Retail:** 5.0%
- **Consumer Services:** 4.4%
- **Internet:** 3.5%
- **Marketing and Advertising:** 3.1%
- **Telecommunications:** 2.8%
- **Health, Wellness and Fitness:** 2.2%
- **Consumer Goods:** 2.1%
- **Other:** 44.2%

---
## Alternatives

### Alternatives to WalkMe

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3886 reviews)
- [Pendo](https://www.g2.com/products/pendo-io-pendo/reviews) — 4.4/5 stars (1805 reviews)
- [Whatfix](https://www.g2.com/products/whatfix/reviews) — 4.5/5 stars (549 reviews)
- [Appcues](https://www.g2.com/products/appcues/reviews) — 4.6/5 stars (356 reviews)
- [UserGuiding](https://www.g2.com/products/userguiding/reviews) — 4.7/5 stars (771 reviews)
- [Fullstory](https://www.g2.com/products/fullstory/reviews) — 4.5/5 stars (1051 reviews)
- [Apty](https://www.g2.com/products/apty/reviews) — 4.7/5 stars (147 reviews)
- [Chameleon](https://www.g2.com/products/chameleon/reviews) — 4.4/5 stars (359 reviews)
- [Userlane](https://www.g2.com/products/userlane/reviews) — 4.7/5 stars (81 reviews)
- [Userpilot](https://www.g2.com/products/userpilot/reviews) — 4.6/5 stars (998 reviews)

### Alternatives to Zendesk for Customer Service

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3886 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1907 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2499 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (563 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2916 reviews)

---
## Top Discussions

### WalkMe

- Title: [What is the one greatest solution you have used WalkMe for?](https://www.g2.com/discussions/what-is-the-one-greatest-solution-you-have-used-walkme-for) — 3 comments, 2 upvotes
  > **Top comment:** "Our first solution using WalkMe as our Digital Adoption Platform (DAP) provided guidance, insights, engagement, and automation in one seamless package for a..."

### Zendesk for Customer Service

- Title: [Is zendesk any good?](https://www.g2.com/discussions/is-zendesk-any-good) — 8 comments, 1 upvote
  > **Top comment:** "For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other..."
- Title: [Is there a free version of Zendesk?](https://www.g2.com/discussions/is-there-a-free-version-of-zendesk) — 7 comments, 1 upvote
  > **Top comment:** "There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. "
- Title: [How is Zendesk Support Suite transforming the customer service experience in various industries?](https://www.g2.com/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) — 6 comments, 4 upvotes
  > **Top comment:** "I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven..."
- Title: [What is Zendesk Support Suite?](https://www.g2.com/discussions/what-is-zendesk-support-suite) — 4 comments, 3 upvotes
  > **Top comment:** "A single platform for handling all Customer Support activities."
- Title: [What is Zendesk Support Suite used for?](https://www.g2.com/discussions/what-is-zendesk-support-suite-used-for) — 3 comments, 2 upvotes
  > **Top comment:** "Zendesk is a ticketing tool from from where we can respond to customers through email."

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/walkme-vs-zendesk-for-customer-service)