When it comes to customer support software solutions, few are as popular as Zendesk. It is a quality product that can meet the needs of businesses of all sizes. And it comes highly recommended by its loyal customer base.
Doesn’t it work for you?
Don’t worry, it’s not the only quality platform and it might not be the best one for your needs. That’s why we’ve provided a detailed Zendesk review in this post, along with some of the best Zendesk alternatives. So read on to find the Zendesk alternative that best suits your needs. Disclosure: This content has some affiliate links, which means that if you click on them, I will get a commission (at no additional cost to you). Zendesk review Key features Pros Cons How much does it cost? What are the best Zendesk alternatives? 1. Freshdesk 2. LiveAgent 3. Groove 4. SysAid 5. Rooftop 6. Vision Help Desk 7. Zoho Desk 8. Freshservice 9. TeamSupport Additional Tool n. Tip #1: Tell Me Frequently Asked Questions Ready to make a decision?
Zendesk Review
Zendesk is a set of solutions that can help you improve customer service and support. It can help your service teams manage all customer interactions smoothly and efficiently. From a call center solution to knowledge base modules, you have all the tools you need to help your team deliver great customer service. You can organize all customer queries from different sources in one place from where you can resolve them faster.
And what is more?
And the best part is that it’s not the most expensive customer support solution out there. With Zendesk, even a small business can set up an enterprise-grade customer support solution for their business.
Key features
It allows you to create a self-service customer service portal using its knowledge modules. You can integrate it with more than 100 third-party applications. It has all the essential features of a help desk such as ticketing, live chat, a call center solution, etc. It is mobile friendly and has apps for all key mobile operating systems. Multi-channel support functionality for email, phone, chat, web, and social media. It also provides reporting and analysis features. Provides support in five different languages.
Pros
It is not just a help desk but also has features of a CRM software solution. You can handle all customer interactions from one interface that provides a seamless experience. Easy to set up and use. It works well for all types of clients. Multiple plan options with different prices and features.
Cons
It may take a while to understand and use it. It may be a bit pricey for small businesses, but it has enough features to justify the price.
How much?
Zendesk Support prices range from $5 to $199 per agent per month, as shown below.
Add-on solutions like Guide, Chat, and Talk can also be purchased separately. Zendesk’s full suite of customer service solutions are available starting at $89 per month. What are the best Zendesk alternatives?
1.Freshdesk
This is an award-winning help desk solution that is one of the best Zendesk alternatives you will find. This cloud-hosted solution helps meet all of your customer service needs, whether you’re a small business or an enterprise.
What does?
It provides multi-channel and multi-language support and has automation features to streamline the entire process. The solution is very easy to configure and also offers customization options.
Price – Plans start from $15 per agent per month. A free trial plan is also available.
2. LiveAgent
This is another feature-rich, award-winning help desk software solution that is a good alternative to Zendesk. Like Freshdesk, it also has all the essential help desk features like live chat, email support, and multi-channel support.
What’s wrong with it?
It is a powerful customer service solution that provides 24×7 call center support. Thus, even small businesses can set up a full support operation with ease. LiveAgent is suitable for all types of businesses and even large companies can use it without compromising on features.
Price – Plans start from $15 per agent per month. A free trial is also available.
3. Groove
Groove is one of the most popular customer support software solutions, suitable for businesses of all sizes. It comes packed with features like ticketing, email management, workflow automation, and a configurable knowledge base.
And what is more?
It also has a shared inbox that allows you to integrate all interactions with your customers, speeding up problem resolution. It is also very easy to manage your team and tasks using this tool. Overall, it’s a good alternative to Zendesk, with decent customer support features and similar or slightly higher prices.
Price – Plans start at $9 per agent per month. A 15-day free trial is also available.
4. SysAid
This is a good help desk and asset management tool that can act as a viable Zendesk alternative. The best part of this software solution is the kind of flexibility it offers, thanks to the different modules.
How?
You can start with a single module and then keep adding more as your business requirements grow.
And what is more?
Incident and service request management, mobile device management, chat, self-service, password reset, and mobile apps are some of the features it offers.
Image Source: SysAid
Price : Prices available upon request. A free trial is also available.
5. Roof
Rooftop is a collaborative email management platform built for customer support and task management. The tool allows you to organize and sort your conversations and tickets according to your criteria. It also allows you to automatically route messages. The analytics feature gives you an overview of your support team’s performance so you can make informed decisions and improve your support operations.
Main features:
Shared Inbox Collaboration Tools Task Management Automated Workflows Analytics
Prices
Home: $15 per user/month, billed annually (monthly: $17) Team: $25 per user/month, billed annually (monthly: $29) Business: $35 per user/month, billed annually (monthly: $39 ) Enterprise: on request
Pros
Easy setup Unique rating system in the support tool. Powerful search tool Easy merging and splitting of conversations
Cons
No direct integration yet Some performance issues with high volumes of emails Analysis features are not very flexible Tool / Platform / Software Level ⇒ Beginner / Intermediate / Expert Ease of use ⇒ Rooftop is intuitive and easy for people to use who have worked with SaaS products before. There is a short learning curve after which Rooftop will show itself to be a very powerful and versatile platform with excellent automation features. The platform is available in English, French and Dutch. Pro Tip: Organize your work into projects and automatically route conversations right away. That way, nothing is lost and there is no need to manually send emails.
6. Vision Support Service
This is a highly rated all-in-one help desk platform that is suitable for businesses of all sizes. It offers many features for small businesses to set up their support operations from scratch.
What does it have to offer?
It has a simple and easy to use interface packed with comprehensive customer support features. One of its most powerful features is the incident management functionality that allows you to smoothly and efficiently resolve customer issues.
Price – Plans start from $12 per agent per month.
7. Zoho Desk
Zoho Desk is a popular customer support software solution, although it’s not as robust as some of the other options on this list.
What does?
It provides multi-channel support and offers some automation features that can help you make your customer service process more efficient.
Price – Plans start from $18 per agent per month. A free trial is also available.
8.Fresh service
Freshservice is another popular and highly rated customer support software solution that you can use as an alternative to Zendesk. It has a very simple and user-friendly design that anyone can understand. And it’s pretty easy to set up, too.
What’s more, you ask?
It has an accessible knowledge base, asset discovery, and a robust ticketing system. It also has additional features like incident and problem management, vendor management, and release management.
Price – Plans start from $29 per agent per month. A 21-day free trial is also available.
9. Team Support
This is a solid customer support software solution that is more suitable for large businesses and enterprises as it is a bit pricey for small businesses.
What do you get out of this?
The high price of the product is justified by its features, as it has everything you need to set up a full support function. This tool is great for streamlining your customer support process and helps you easily resolve customer queries. It’s a highly scalable cloud-based solution that can grow with your business. Overall, it’s a great Zendesk alternative for large businesses.
Price – Plans start from $50 per month. A free trial option is also available.
Additional tool no. Tip #1: Tell me
This is an all-in-one, omnichannel customer service platform that can help you manage all customer interactions from one interface. It has robust communication management functionality that tracks and streamlines your internal and external conversations.
What else?
The best part is that the interface is easy and anyone can learn to use it quickly. And it provides support on different channels like social networks, websites, forums, chats and mobile devices.
Price : For prices, request a quote.
Frequent questions
Q1. Is there a free alternative to Zendesk?
Yes.
Q2. Is it Zendesk software?
It is a customer relationship management (CRM) software designed to help businesses improve customer relationships.
Q3. Who are Zendesk’s competitors?
A. Zendesk’s competitors include:
SysAid Software ITSM Freshservice Tell Me Team Support Vision Help Desk
Q4. Is Zendesk like Salesforce?
A. No.
Zendesk lets you manage issues by organizing all customer interactions with your brand in one place. It helps you deliver personalized, seamless, and efficient customer support. On the other hand, Salesforce is a customer relationship management system that helps your marketing, commerce, sales, service, and IT teams collaborate. However, Salesforce also has a customer service solution known as Service Cloud. With it, you get a 360-degree view of customer inquiries while providing fast, personalized, and intelligent communication.
Q5. Why is Zendesk the best?
A. Some features that make Zendesk one of the best platforms include: Ease of use Helpful plugins like Guide, Chat, Talk, and Answer Bot Integrations with email, social channels, website, and mobile devices Ability to automate repetitive tasks. Easy access to analytics Integrations with third party applications Ability to track the performance of each agent Access to customer satisfaction surveys Support in multiple languages
Q6. How much does Freshdesk cost?
A. Prices as of February 2021 for Freshdesk are as follows: Sprout Plan – Free Blossom Plan: $15 when billed annually and $19 billed monthly Garden Plan: $35 billed annually and $45 billed monthly Estate Plan : $49 billed annually and $69 billed monthly Forest Plan: $99 billed annually and $125 billed monthly
Q7. Is Zendesk easy to use?
So.
Zendesk products are easy to configure and deploy even in a complex environment.
Q8. What is the Zendesk ticket system?
A. It’s a system that helps brands collect and track customer interactions across multiple channels. Zendesk’s ticketing system helps support teams manage and continue conversations with customers across multiple channels without losing context. It makes it easy to track, prioritize, and quickly resolve customer service inquiries. Zendesk’s ticketing system also makes it easy to access and manage information from a central hub. This gives your support team a complete view of each customer and their journey.
Q9. Can Zendesk be used as a CRM?
A. Yes, but only for customer service.
Zendesk’s CRM is specifically geared towards customer support. It includes software that helps companies improve their relationships and communication with customers. In this way, they can easily connect their support team with customers who communicate with them from various channels.
