8
 min read

Bettermode vs. Zendesk Gather: Which is Better for Your Community

Discover which platform is the best fit for your customer community needs with our comparison of Bettermode and Zendesk Gather.
Written by
Kerry Leech
Last updated
October 23, 2023

When it comes to customer community platforms, Bettermode and Zendesk Gather have emerged as popular choices, each with their own unique set of features and advantages. But one question arises: which platform is the perfect match for your needs?

In this post, we compare Bettermode and Zendesk Gather, providing you with valuable insights to make an informed decision. We'll delve into their key features, dissect their differences, and uncover the hidden gems that make each platform shine.

So, whether you're seeking to establish a close-knit customer network or looking to streamline your customer service efforts, join us as we compare Bettermode vs Zendesk Gather. By the end of this article, you'll have the clarity you need to select the perfect platform for your needs. 

Let's dive in. 🤿

Bettermode vs Zendesk Gather: A quick overview

Bettermode

Dashboard mockup
Bettermode Design Studio with block-based community builder

Bettermode streamlines your customer experience with an all-in-one community engagement platform. You can say goodbye to the hassle of multiple tools. And hello to better user engagement, fewer support tickets, improved NPS & CSAT scores, and increased organic traffic. 

Bettermode - all-in-one platform for community engagement

Zendesk Gather

Zendesk Gather for building discussion forums

In contrast, Zendesk Gather is a community forum software that integrates with the Zendesk Suite, offers moderation tools, customization options, and analytics. It helps to enhance customer engagement, reduces service costs, and offers valuable business insights.

🔎 The big takeaway: Bettermode’s all-in-one platform comes with robust customisation tools, templates and integrations. In contrast, Zendesk Gather is a more basic customer community forum tool. But in order to use Zendesk Gather, you must have Zendesk Suite. 

Bettermode vs. Zendesk Gather: Comparing key features

When it comes to key features, Bettermode and Zendesk Gather each have their own unique strengths and weaknesses. So let’s take a closer look and break down some of the most important features of both platforms to see how they compare. 🕵️‍♀️

Feature 1: Community Forum

Zendesk Gather

Zendesk Gather’s community forum feature enables customers to share and discuss ideas with each other, comment on posts and pose questions. Community posts can include ideas, tips or any other community items and answers can include observations, clarifications, praise etc. The forum is well organized, and users can easily navigate between topics. 

However, you must have Zendesk Guide before you can use Gather to set up your community and users say “If you need support for this software, they take a long long time to get back to you” (GetApp).  

Bettermode

On the other hand, Bettermode is an all-in-one customer community platform which focuses on powerful customization options, a beautiful template gallery, and a rich App Store for integrations and easy embed options. As well as building customer communities it also enables you to build better products with your customers by collecting product feedback and feature requests. 

Bettermode's Ideation Space template

Users say: “Customer engagement is a huge factor for our organization. The best part of our organization is its people and our customers. It was essential for us to find a way to keep our positive culture moving in the right direction when the pandemic hit, and this (Bettermode) has been the perfect space for us” (Sourced from GetApp). 

📈 Typical results from using Bettermode:

  • 3x better user engagement - Where customers are engaged in peer-to-peer discussions and groups
  • 50% customer ideas implemented -  where you can align your product roadmap based on what your customer needs
  • 50% Fewer support tickets
  • +20 increase in NPS and CSAT scores
  • 30% increase in organic traffic
  • 40% higher retention - Educate customers and help them get the most out of your product

The verdict 🔎

In a nutshell, Bettermode is designed to help brands build online customer communities with complete customization capability, data ownership, and robust integrations with third-party tools. This means that companies can tailor the forum to their specific needs and branding, which can be a big plus for some businesses. Plus, it's highly scalable supporting anywhere from thousands to millions of members for any given community. 

Feature 2: Knowledge Base

Zendesk Gather

First up, let’s take a closer look at Zendesk Gather and its companion knowledge base app called Zendesk Guide. Zendesk’s help desk solution is a leading cloud-based software that empowers support agents. However, it is not designed to integrate into products to deliver contextual support.

That’s where Zendesk Guide comes in, a separate knowledge base app that complements Zendesk Gather. This user-friendly platform is designed to simplify the customer experience. With its clean and organized format, customers can navigate through articles with ease, uncovering the answers they seek in a flash.

Zendesk Gather also has a powerful search function that can quickly locate relevant articles based on keywords. However, users say: “The self-service articles and help desk features were never easy enough for us to utilize fully with our customers, and therefore we had to rely on our own website and tools to help with recurring questions” (GetApp). 

Bettermode

In contrast, Bettermode's unified self-service support is a cornerstone of its all-encompassing offering, with a knowledge base, Q&A, and resource center, seamlessly integrated into one platform. 

Common questions can be addressed with help articles and a comprehensive knowledge repository. Content can be created with text, images, and videos. Customers can share feedback and engage in conversations, building stronger relationships and more overall general satisfaction. Plus, customers can share their knowledge and help others in the community.

And customers can filter through the content and find the right answer for them with context. 

Bettermode Help Center

Perhaps that’s why users say: “(Bettermode is) one of the easiest self-service community platforms out there. The quality of the software and the ease of use truly makes it an outstanding experience for our members……I would highly recommend it to organizations looking to strengthen their brand and build credibility with their customers” (GetApp).

The verdict 🔎

Both platforms offer a knowledge base feature that provides customers with answers to frequently asked questions. However, there are some key differences between the two. Bettermode's knowledge base is more customizable using block-based builder.

Bettermode vs Zendesk Gather: Cost comparison 

When it comes to selecting the right software for your business, cost is always a significant factor. In this section, we will take a closer look at the cost comparison between Bettermode and Zendesk Gather.

Bettermode

Starting with Bettermode, there are two subscription plans:

  • An Advanced plan which starts at $599 per month, which includes advanced apps, single sign on (SSO), fully white label, API and webhooks, staging environment and customer success manager.
  • And the Enterprise plan for large businesses or those in regulated industries includes Enterprise grade security, data residency, audit and activity log, uptime SLA service agreement, and SAML authentication. 

You can find out more about Bettermode’s pricing packages here.

Zendesk Gather

In contrast, Zendesk Gather offers Suite Professional, Enterprise, and Enterprise Plus. 

  • Suite Professional is £79 per month, and the price for Suite Enterprise and Enterprise Plus is available by contacting sales.   
  • The paid plans offer a range of additional features, including advanced reporting and analytics, as well as integrations with other software.

The verdict 🔎

While Zendesk Gather may seem cheaper, it's important to consider the value you'll be getting for your money. Bettermode’s paid plans may provide you with better value for your money if you require more advanced features and integrations.

Ultimately, the right software for your business will depend on your specific needs and budget. By comparing the costs and features of both Bettermode and Zendesk Gather, you can make an informed decision that will benefit your business in the long run.

Bettermode vs Zendesk Gather: Pros and cons

Choosing the right platform for your business can be a daunting task. With so many options available, it's important to weigh the pros and cons of each before making a decision. In this section, we'll take a closer and explore their advantages and drawbacks.

Bettermode pros:

  • Customizable templates (including knowledge base): One of the biggest advantages of Bettermode is its customizable templates that make it easy to launch a community and customize based on the needs of the brand. This feature allows you to create a tailored database of information that is specific to your business and customers, with templates to create a help center etc. Users say: “great to work with. I use their chatbot often and get responses quickly. I test and buy many software platforms and this is one that has been an awesome addition to my agency” (GetApp). 
  • Design Studio: Customers can visually build communities using blocks such as CTA, announcement bar, posts, members, and leaderboard. 
  • App Store: Third-party integrations with over 30 apps allow users to merge the community workflow with tools they already use. Users say: “an amazing platform for community building. Users can customize the UI and Experience of the user with custom fields. Providing multiple app plugins like Amplitude, Sendgrid, Telegram, Google Analytics, SSO, Zapier etc. are awesome and very easy to implement with basic tech knowledge only” (GetApp). 
  • Native apps: such as cookie consent and custom code snippets allow users to extend the power of the community.
  • Embeddable widgets: allow users to add social elements of the community inside their product. 
  • White label option: allows users to make the community completely their own. Users say: “It only took me a day or two of playing around with the settings to make things the way I wanted them. It is simple and user friendly. Some other options have way too many bells and whistles to navigate through and most of them you don't even need” (GetApp). 
  • Federated search: This feature allows your community members to search content from your Bettermode community and Zendesk knowledge base directly from your community.
Searching Zendesk knowledge base content from the community using federated search

And when it comes to Bettermode customer service, users said “The Support and Success team have been highly responsive……most of the queries get answered within a day (sometimes even a few hours). They helped us immensely with brainstorming and suggesting the best practices to set up the community for success during our onboarding period” (Trustradius.com). 

Bettermode Cons:

  • No mobile app

Zendesk Gather Pros:

  • Community forum is well organized and easy to use: Zendesk Gather is well-organized and an easy-to-use community forum. This feature allows customers to connect with each other, share ideas, and find answers to common questions.
  • Seamless integration with Zendesk Support: Zendesk Gather seamlessly integrates with Zendesk Support, making it easy to manage customer support requests and feedback in one place.
  • Feedback tools allow customers to submit suggestions and feedback: Another great feature of Zendesk Gather is its feedback tools. These tools allow customers to submit suggestions and feedback directly to your team, helping you improve your products and services.

Zendesk Gather Cons:

  • Knowledge base is less customizable: One drawback of Zendesk Gather is that its knowledge base is less customizable than Bettermode's. This may be an issue for businesses that require a high degree of customization.
  • Lack of customer support: Users say “In my opinion, it is horrible support. I cannot emphasize that enough, but every manager in my team constantly complains about the inattentiveness and lack of basic comprehension abilities of Zendesk managers” (Trustradius.com).

The verdict 🔎

Ultimately, the decision of which platform to choose will depend on your specific business needs and goals. Bettermode is more customizable and integrates with Zendesk. However, Zendesk Gather is a simple discussion forum software that acts as an add-on to Zendesk.

Understanding the Different Use Cases for Bettermode and Zendesk Gather 

Bettermode

As we’ve already touched on, Bettermode is an all-in-one customer community platform which focuses on powerful customization options, a beautiful template gallery, and a rich App Store for integrations and embed options. In short, Bettermode increases user engagement, promotes peer-to-peer support and leverages user-generated content to drive organic traffic.

Bettermode’s platform makes it easy to organize and present information to your customers in a way that makes sense for your business as it is designed to help brands and creators build online communities with complete customization capability, data ownership, and improve customer retention rates. Plus, it can support anywhere from thousands to millions of members for any given community.

In fact, Bettermode has everything you need to run your community, all in one place — with spaces for different use cases such as forum discussions, ideation, help center, events, product roadmap. 

Primary use cases

  • Customer self-service
  • Scaling customer support and success
  • Product ideation and feedback
  • Customer marketing and growth  

Key industry segments

  • Software and SaaS
  • Consumer products and services
  • Online training and cohort-based courses

Another benefit of Bettermode is its ease of use. The platform is designed to be intuitive and user-friendly, making it easy for businesses of all sizes to get started quickly. 

Zendesk Gather

If you're looking for a way to engage with your customers and build a sense of community around your brand, Zendesk Gather is a good choice. With Gather, you can create a space where your customers can connect with each other and share their experiences with your brand. This can help to build customer loyalty and create a sense of brand advocacy among your customer base.

Additionally, Gather's feedback tools allow you to collect valuable insights from your customers that can help you improve your products and services. By listening to your customers' feedback and incorporating it into your business strategy, you can create a better overall experience for your customers.

On the other hand, Zendesk Gather is a community forum platform that allows businesses to create a space where customers can ask questions, share ideas, and provide feedback. With Gather, you can create discussion topics, moderate comments, and track engagement metrics to gain insights into how your customers are interacting with your brand.

Primary use cases

Zendesk Gather is software for community forums. It creates a space where customers can talk, share ideas, request features, and help each other instead of the support team constantly helping them. 

Here are some primary use cases for Zendesk Gather:

  • Customer engagement: Zendesk Gather can help increase customer engagement by providing a platform for customers to connect with each other and share ideas.
  • Customer support: Zendesk Gather can also be used to provide customer support by allowing customers to ask questions and get answers from other customers or support agents.
  • Product feedback: Zendesk Gather can be used to collect feedback from customers about products or services, which can help companies improve their offerings.
  • Community building: Zendesk Gather can be used to build a community around a brand or product, which can help increase customer loyalty and advocacy.
  • Gathering customer insights: Zendesk Gather can be used to identify, collect, and organize all the helpful feedback, feature requests, bug reports, and use cases so they can be analyzed and acted upon.

Bettermode vs Zendesk Gather: The final verdict

Choosing the right customer community engagement platform depends on your business's specific needs and budget. Both Bettermode and Zendesk Gather are excellent solutions, but they differ in their features and benefits. If you are looking for a powerful community forum, advanced customization options, and feedback tools, Bettermode may be a better choice. But ultimately, the final decision comes down to your business's unique requirements.

With all this in mind, let’s take a final look at the similarities and differences. 

Similarities:

  • Both solutions allow customers to connect and collaborate with each other, creating a channel to harness customers' expertise and promote feedback.
  • Both solutions offer modern design and customizable widgets.
  • Both solutions aim to improve customer support by providing self-service options.

Differences:

  • Bettermode is an all-in-one comprehensive offering, while Zendesk Gather is a product of Zendesk.
  • Bettermode offers highly engaging apps, while Zendesk Gather offers messaging functionality.
  • Plus, Bettermode offers more customization options, which can make it more suitable for larger organizations or those with specific needs

Overall, both Bettermode and Zendesk Gather offer a range of powerful features that can help businesses improve their customer service, support, and engagement. By leveraging these platforms, businesses can build stronger relationships with their customers, improve brand loyalty, and ultimately drive growth and success.

If we’ve convinced you to put Bettermode on your shortlist you can request a demo now

💡 Or you might want to check out Bettermode’s tool CommunityScout to receive a personalized recommendation of a community engagement platform that suits your brand’s needs.

If you still have unanswered questions, you can take a look at the most frequently asked questions below. 👇

Bettermode vs. Zendesk Gather: Frequently Asked Questions

Which platform offers better customer support?

Both Bettermode and Zendesk Gather offer excellent customer support. 

Zendesk Gather

  • Works in conjunction with Zendesk Support and Zendesk Guide (knowledge base app) 
  • Offers a full suite of products to meet customer needs
  • Built right into Zendesk knowledge base software
  • Offers a free trial

Bettermode

  • Offers a fully customizable, integrated, and modern customer support community
  • Bettermode integrates with Zendesk's customer support and knowledge base solution
  • Has a rating of 4.8 / 5 stars on Capterra
  • Offers incident and problem management, self-help community, and multi-channel help
  • Has a design philosophy and engagement tools inspired by popular social networks

Which platform is easier to use?

Both platforms are designed to be user-friendly and intuitive. But there are some key differences:

Bettermode 

  • Offers more customization options, which can make it more suitable for larger organizations or those with specific needs
  • Offers modern apps, easy user management, and powerful analytics

Zendesk Gather 

  • Streamlined and user-friendly interface
  • Great option for businesses that don't have a dedicated IT team

Can I use both platforms simultaneously?

Yes, you can use both Bettermode for community discussions, knowledge base, ideation, and more. Zendesk is more suitable for handling customer support tickets.

What are some additional features of Bettermode and Zendesk Gather?

Bettermode offers a range of additional features, including:

  • Automated workflows to streamline processes and improve efficiency
  • Customizable branding options to ensure a consistent customer experience
  • Reporting and analytics tools to track performance and identify areas for improvement

Zendesk Gather offers strong integrations with Zendesk Stuite.

Kerry Leech
Content Contributor

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