TOPdesk
vs
LeadDesk
TOPdesk
LeadDesk
Company size
Number of employees
Microenterprises (1-10)
Small business (11-100)
Medium-sized enterprises (101-500)
Large companies (500+)
Microenterprises (1-10)
Small business (11-100)
Medium-sized enterprises (101-500)
Large companies (500+)
Platform
Cloud service
On-premises
Mobile app
Cloud service
On-premises
Mobile app
Price information
Free trial
Price model module
Subscription price model
Price model license
Free trial
Price model module
Subscription price model
Price model license
Product features in Customer Service System
Case status
Handling time
Livechat
Phone
Priority function
Self-help
Sentiment analysis
Smart division of labour
Standard reply
Statistics and reports
Tickets
Case status
Handling time
Livechat
Phone
Priority function
Self-help
Sentiment analysis
Smart division of labour
Standard reply
Statistics and reports
Tickets
Reviews
Based on 5 reviews
Based on 2 reviews
Ease of use
Cooperation with the supplier
Support and service
Range of functions
Customisation and flexibility
Integration
Value for money
How satisfied are you overall?
Ease of use
Cooperation with the supplier
Support and service
Range of functions
Customisation and flexibility
Integration
Value for money
How satisfied are you overall?
Reviews
Pros
The big advantage of Topdesk is that we as customers can adapt the system ourselves to different businesses and needs, as the system is designed so that the customer can easily make major and minor changes that other suppliers charge hundreds of thousands of kronor to adapt. We are not sitting in the lap of a supplier who wants to make money on all our change needs, but we can adapt the system ourselves at no extra cost. It is easy to create templates for case flows based on the processes we work with, which means that we get good control of what, who and how when we handle cases of different kinds.
Extremely customisable system that can automate many flows
Sorry, no data yet.
Reviews
Cons
See mostly only advantages but wish that the supplier in the Netherlands broadened their perspective a little more as they may have a mindset that is primarily aimed at companies and not at authorities and municipalities. However, the customisation possibilities are very great in the system, which means that most things can be adapted in a way that works really well.
It's a bit too complex to solve some business flows yourself, you need help from consultants
customer service and tricky contracts
This is not the same company as 5 years ago.
Very dodgy contracts and systems: if you buy something it is added straight away, if you remove something they continue to bill even though it is removed from the system and the customer is not using it, you have to notify them in writing 2 weeks before the next month. Every month (without exception) they overbill, which is both time and energy consuming to try to correct.
They charge per account, not number of agents logged in. Admin account is 1000 SEK extra.
They charge thousands for the number of numbers you call, and a dialer costs 1000 SEK a month.
Phone numbers are locked for 6 months.
You can get all this included, for a fraction of the cost of competitors who actually answer and care about their customers.
