A cloud-based customer support tool is Zendesk. It enables companies to manage consumer and support demands across several media. Here’s the detailed analysis on Zendesk Support Suite Alternatives & Competitors.
Zendesk is regarded as an all-in-one solution that offers scalable engagement capabilities to enhance client interactions. Collaboration, automation, real-time updates, personalised views, macros, and performance evaluation are some of its features.
Below are the best Zendesk alternatives
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Freshdesk
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Help Scout
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HappyFox
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Intercom
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LiveAgent
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Front
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Kayako
What to look for in Zendesk Alternative?
- Pricing: A financial constraint can be typical for most enterprises. Choose a tool whose long-term costs are manageable and limit your options.
- User experience: Novices shouldn’t have trouble using the user interface. It should be simple to use and have a minimal learning curve.
- Customer support: Use software that enables continuous access to customer support. It must to have the capacity to create knowledge bases, enabling users to locate solutions on their own.
- Things: List all the characteristics that your business needs. Then, based on those features, select a tool.
- Total personnel on the team: There is a solution out there with all the features and abilities needed. That will determine if you have a small or large organisation.
- Free demonstration: A help desk solution that provides a free demonstration will highlight the benefits of its services. The functionalities can be tried out at any time by users.
- Reputation: Read user reviews and weigh the instrument’s benefits and drawbacks.
Monitoring team productivity and customer satisfaction will be made easier through analytics and reporting.
1) Freshdesk – Best Free Alternative to ZenDesk
One of the top rivals to Zendesk on the market is Freshdesk. The platform provides tools for sharing inboxes, reports, and chats. Better price and plan alternatives are available with this customer support software solution.
Knowledge bases, assistance widgets, and email ticketing are some of its features. Additionally supplied are real-time updates and documentation. One of Freshdesk’s extra services is the management of customer questions. Additionally, it offers CSAT surveys to clients once help desk ticketing is discontinued.
Features:
- This program’s collision detection feature ensures that one inquiry is not addressed by many agents at once.
- Freshdesk’s Omni route concept helps distribute tasks.
- Canned answers are pre-populated messages that let operators respond to customer issues fast.
- The customer service automation allows you to assign customers to agents and make reminders.
Incoming tickets can be categorised, routed, and prioritised by Freddy AI-powered chatbots.
You can find gaps using Freshdesk’s three-level data dig down.
- The marketplace’s integrations with other platforms including Shopify, Slack, Microsoft Teams, Zoho, and Salesforce.
Key Specs:
Service Management: Help desk
Type of Support: Omnichannel
Supported platforms: iOS, Android, Linux, macOS, Windows
Pricing: Plans starting at $15 a month.
Free Trial: Lifetime Free Basic Plan
Link: https://freshdesk.com/
2) Help Scout – Best For Delivering exceptional customer support.
Help Scout is a customer support platform used by independent contractors and small businesses. This software is quick and easy to use because it lacks a conventional user interface. It offers shared inboxes and collaboration tools to address client inquiries.
Self-service portals are offered by Help Scout, which also tracks customer satisfaction while responding to client enquiries. Real-time indicators are available to agents, letting them know when a client is making a request.
Help Scout is a well-liked Zendesk substitute because it offers effective email management. By providing the customer support team with different mailboxes to manage all conversations, it helps organisations to quickly trace client interactions.
Features:
- Help Scout is used by small businesses and independent contractors as a customer service tool. The lack of a typical user interface makes this software quick and easy to use. To address customer issues, it has collaboration tools and a shared mailbox.
- Help Scout offers self-service portals that allow users to track client satisfaction as well as respond to consumer concerns. Agents can view a customer’s request by gaining access to real-time indications. Due to its effective email management, Help Scout is a well-liked Zendesk substitute. Because it provides customer service representatives with different mailboxes to manage all correspondence, businesses can simply trace customer interactions.
Key Specs:
Service Management: Help desk, Service desk
Type of Support: Omnichannel
Supported platforms: iOS, Android, Linux, macOS, Windows
Pricing: Plans starting at $20 a month. 20% Discount on Yearly Payment.
Free Trial: Yes – 15 Days
3) HappyFox – Best For Real-time documentation for businesses.
HappyFox is a reliable customer care help desk ticketing system. The software provides project management and community forums to boost productivity. Thanks to its shared inbox, your team can receive, manage, and reply to client inquiries with just one email account.
This programme provides communication tools like email, phone, live chat, and social media as a top Zendesk substitute. Additionally, it integrates with CRM, business, and accounting.
Customers at HappyFox have access to a self-service site where they may get information. Additionally, the platform offers small and medium-sized SaaS businesses help through many channels.
Features:
- HappyFox customises field reports and insights by segmenting contacts.
- The monitoring smart rules function allows for the automation of process for service tracking.
- It offers in-depth customer data collection, real-time analytics, and help desk reporting.
- HappyFox offers programmed actions that use preset responses to address consumer inquiries.
- The ticket queue allows you to sort tickets by priority and level of responsibility.
- By establishing start and end times for each activity, the platform can assign tasks to certain agents.
- Integrations with third-party services like Salesforce, Jira, Aircall, Microsoft Teams, and Slack.
Key Specs:
Service Management: Help desk
Type of Support: Omnichannel
Supported platforms: iOS, Android, Linux, macOS, Windows
Pricing: Plans starting at $27 a month. 30% Discount on Yearly Payment.
Free Trial: Yes – 14 Days
Link: https://www.happyfox.com/
4) Intercom – Best for streamlining customer communication.
Intercom is a versatile alternative to ZenDesk with a wide range of sales and marketing solutions. With the help of its messaging capability, businesses can establish sales relationships with customers. Intercom offers email, live chat, and in-app messaging for customer support.
They can prioritise and route client queries using ticketing workflows. Team creativity is encouraged by Intercom’s queue management and pre-configured bots.
Features:
- The customer messaging function in Intercom allows agents to follow up in real-time and push alerts can be used for proactive assistance and customer onboarding.
- It has management capabilities including automated workflows, collaborative inboxes, and rules.
- The software offers customised marketing campaigns using intelligent suggestions, email marketing, and banners.
- The Resolution bot may detect related client inquiries based on prior conversations.
- It features links to HubSpot, GitHub, Slack, WhatsApp, and more. It has audience segmentation, user event tracking, and real-time performance monitoring.
Key Specs:
Service Management: Help desk
Type of Support: Omnichannel
Supported platforms: iOS, Android, Linux, macOS, Windows
Pricing: Plans starting at $74 a month.
Free Trial: Yes – 14 Days
Link: https://www.intercom.com/
5) Front – Best For support using email addresses.
Front is a platform for group email that helps organisations scale their customer assistance. It offers shared mailbox capabilities, automation, collaboration, and a simple tagging system. These functions make it simple for businesses to maintain a personal connection with their customers.
To keep the team in sync, you can allocate internal conversation using Front. It also enables team members to communicate automatically and locally on a single platform. Front-end users can create workflows to assign, group, and route customer requests. Additionally, problem-solving is expedited by employing email templates with pre-written responses.
Features:
- Fronts allow you to escalate, route, and begin actions across other channels.
Workflows are used to route, escalate, and prioritise tickets according to their status and field values.
- The platform offers a site that customers can personalise to communicate with support personnel.
- Website visitors and agents can communicate via a pop-up chat window.
- Front’s analytics tools monitor important business KPIs.
- You may create profiles for contacts and clients.
- Connects to social networking sites like Facebook and Twitter.
Key Specs:
Service Management: Help desk
Type of Support: Multi-channel
Supported platforms: iOS, Android, Linux, macOS, Windows
Pricing: Plans starting at $19 a month.
Free Trial: Yes – 7 Days
Link: https://front.com/
6) LiveAgent – Best for Different communication channels.
LiveAgent is a solution for managing customer interactions that boosts business productivity. Shared inboxes, live chats, and ticketing services are offered. LiveAgent provides administration functions, time tracking, and ticket input for larger customer service teams.
Live3Agent offers complex analytics and a wide range of connectors. It handles client inquiries from a variety of channels and lets you customise customer-facing interfaces.
It provides proactive chat invitations and a real-time typing view to make customer support more entertaining. It also makes it possible for support employees to get badges that serve as performance reviews.
Features:
- It has a multi-channel ticketing system for managing and allocating support tickets.
- LiveAgent has built up email templates and a shared mailbox for clients and agents.
- This desk software features collision detection to make sure that agents are not focused on a single problem.
- It offers complex reports to evaluate the effectiveness of support.
- The integrated call centre can be used for internal call routing and call recording.
In LiveAgent issue management, task cards serve as a search and viewing tool for customer requests.
- Integrations with third parties like Slack, Shopify, Pipedrive, Mailchimp, and others.
Key Specs:
Service Management: Help desk, Service desk
Type of Support: Multi-channel
Supported platforms: iOS, Android, Linux, macOS, Windows
Pricing: Plans starting at $15 per agent per month.
Free Trial: Lifetime Free Basic Plan
7) Groove – Best for Low-budget customer support hours.
Business customer service software called Groove is straightforward and all-inclusive. It enables support agents to give assistance over the phone, text, live chat, and email. Agents can work together in real-time through channels that are accessible to customers.
Companies can use Groove to access a support widget to build a customer portal and assist users in navigating support tickets. Agents can build automation and create custom ticket categories using Groove. Customers may quickly learn who will be handling their support requests.
Feature:
- The platform has account-based engagement data that can be used to filter and retrieve the account history.
- It offers reporting tools like performance measurements, team analytics, and discussion insights.
- You may create campaigns that effectively engage customers and follow up on leads.
- You can speed up the process by using fast replies, rules, and tags.
- MailChimp, Slack, Shopify, Stripe, Facebook, and more services are all integrated with Groove. It allows for leverage systematisation and syncs email and calendar information.
Key Specs:
Service Management: Help desk
Type of Support: Omnichannel
Supported platforms: iOS, Android, macOS, Windows
Pricing: Plans starting at $19 per user per month.
Free Trial: Yes – 7 Days
Link: https://www.groovehq.com/
8) Kayako – Best For Collaborative and intuitive customer support.
For small and medium-sized organisations, Kayako is a platform for collaborative customer assistance. It is a comprehensive approach to managing requests and dialogues. Even private notes can be shared and collaborated on by the customer care staff.
This programme works more like a ticketing system and is a top Zendesk rival. Teams are able to receive client complaints in a shared mailbox and use live chat to provide immediate assistance.
Support is available from Kayako agents via Facebook, Twitter, and email. Additionally, it contains a knowledge base and a self-service site.
Features:
- The platform has account-based engagement data that can be used to filter and retrieve the account history.
- It offers reporting tools like performance measurements, team analytics, and discussion insights.
- You may create campaigns that effectively engage customers and follow up on leads.
- You can speed up the process by using fast replies, rules, and tags.
- MailChimp, Slack, Shopify, Stripe, Facebook, and more services are all integrated with Groove. It allows for leverage systematization and syncs email and calendar information.
Key Specs:
Service Management: Help desk
Type of Support: Omnichannel
Supported platforms: iOS, Android, Linux, macOS, Windows
Pricing: Plans starting at $60 per agent per month.
Free Trial: Yes – 14 Days
Link: https://kayako.com/
