14 Best Zendesk Alternatives & Competitors

That’s why it would be better to review where both the options would be ideal to use. If that’s not detailed enough, then surely their visitor browsing details will leave you surprised. This enables your operators to understand visitor intent faster and provide them with a personalized experience. Sure, you can have a front desk—but you don’t necessarily have to plunk down the cost it would take to buy that desk, train an employee, and add them to your payroll. Just three of the reasons we outperform traditional ticketing systems like Zendesk on G2.

If you have been wondering which to choose Intercom or Zendesk, the good news is you aren’t alone. That’s true, businesses vary by industry, size, purposes, the software they need, a budget for that software, and the list can go on. In terms of pricing, Intercom is considered one of the hardest on your pocket.

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Keeping an eye on certain brands’ or competitors’ websites and gathering data can provide you with valuable insights on their current focus, but also future steps. But, if things don’t go as expected… you’ll be here looking for a new customer support platform that will aid you throughout the customer service operations instead of Zendesk. Choose a customer support tool that is user-friendly and easy to navigate. The tool should be intuitive, so your team can start using it quickly without having to spend too much time on training or adaptation.

Zendesk’s customer support is also very fast, though their live chat is only available for registered users. It means you can chat with their team only if you’re Zendesk user, but if you’re only browsing their website, you can contact them only by shooting a message to their sales team and leaving your email address. Not only does Zendesk offer a free trial, it’s actually sort of a freemium tool, which means you can choose one their tools (live chat, knowledge base, call center software) and use it for free forever. As any free tool, the functionalities there are quite limited, but nevertheless. If you’re a really small business or a startup, you can benefit big time from such free tools. The forever free plan comes with basic features such as a single inbox, file attachments, and can be used to handle upto 100 tickets/month.

Intercom – Intercom w

Installing such widgets allows the company to streamline the process of initially engaging with the knowledge base. Yet, widgets can also be used to allow customers to create support tickets. By carefully evaluating the features, pricing, and overall fit of these alternatives, you can make an informed decision that will empower your team to deliver exceptional customer service. Ultimately, the right platform should enhance your support processes, improve customer satisfaction, and contribute to your business’s long-term success.

• Negative reviews often mention that Intercom’s ticket management and sorting functionalities are more limited than other solutions on the market.
• Customers often call or chat with us multiple times prior to the purchase and post-purchase, as these are emotional, time-sensitive purchases.
• HappyFox is a customer service platform that offers an easy-to-use interface and powerful features.
• Chats via Messenger are more akin to text messages, where each party can respond in their own time.
• But the most important thing is that you get a help desk that you believe in—and that you integrate it into a website as thoroughly as possible.
• This article is already quite long, so I will save you the time and only discuss the most important key features.

For example, many customers expect instant support from a real person. Some of the best live chat software solutions can help you implement this, and there are a lot to choose from. Hiver’s automations, including smart assignment rules, workflows, and Harvey, the AI bot, help automate repetitive tasks.

Zendesk vs. Freshdesk: User ratings/reviews

This means that, when using Zendesk along with a separate sales tool, additional Zendesk agent seats need to be purchased to allow sales to access support data. This customer communication platform enables companies to provide support at scale. Front uses the simplicity of an email inbox and combines it with the automation and insights typical for a CRM to manage customer communication. HappyFox also enables organizations to create a knowledge base, which integrates with the tool’s self-service functionality. With HappyFox, users can provide support to their clients via email, live chat, social media, and by phone.

Back when Zendesk was a one-product company, they noticed their ideal customers were underserved in more than just help desk software. However, you should know that just like Zendesk, the free alternatives limit your features and functionality until you pay for a premium account. Best for Teams looking for an advanced platform to engage with customers metadialog.com in meaningful ways and analyze customer feedback in real-time. That said, the wide range of plans and communication-oriented features mean Zendesk fits in with a diverse range of business models. Still, if you want something that can be used by multiple departments, you’ll need to pay for the all-in-one plan, which offers the full range of features.

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Hosting your help center on Intercom means that it can be leveraged in an integrated way across all the functions you use Intercom for. So, for example, if you use chatbots on Intercom, they can be trained to recommend certain help articles in response to specific customer queries. Do you want all of the features that the big services have, but are a bit strapped for cash? Try JivoChat, an advanced, reliable and all-around respectable solution with functionality that is on par with that of Chatra — and sometimes better. They have similar features, but Intercom has lots of features and tools that better integrate each other.

“I like how HubSpot Service Hub helps a company from every perspective. If you are from the Sales team, you have the right tool to accomplish your goals. While it’s no secret that Zendesk contains several relevant help articles that might be of help when you encounter a problem, some cases might require more than articles. Get understanding of your audience behaviour with the help of the flows analytics. Check new users, flows’ and individual pages’ views and segment your users.

Gorgias vs. Zendesk Showdown: Which One Wins In 2023?

Yet, since its inauguration in 2010, Freshdesk has made many strides in improving. Today, when comparing Zendesk vs. Freshdesk, the differences are not so visible. This gives access to audio tools to convey messages in spoken communication when necessary.

But we’ve chosen HubSpot as our preferred technology stack for a reason! If you can have all of the pieces of your jigsaw from the same place, why would you go anywhere else? If you’d like to dive deeper into the features and tools within HubSpot’s Service Hub, check out our full features overview. Also, check out our hands-on video demo so you can see them in action… Additionally, Hiver’s live chat feature integrates seamlessly with Gmail, providing real-time support to customers.

Best Zendesk Alternatives & Competitors

With Intercom, you get email features like targeted and personalized outbound emailing, dynamic content fields, and an email-to-inbox forwarding feature. Email marketing, for example, is a big deal, but less so when it comes to customer service. Still, for either of these platforms to have some email marketing or other email functionality is common sense. Zendesk can also save key customer information in their platform, which helps reps get a faster idea of who they are dealing with as well as any historical data that might assist in the support. Zendesk Sunshine is a separate feature set that focuses on unified customer views.