Choosing the perfect Zendesk substitute: Top 11 alternatives in 2023
Iustina Gherca
October, 24 2023
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While Zendesk is a powerful customer support solution, it may not be a one-size-fits-all answer for every business. Due to reasons like varying business needs, budget constraints, or the demand for specific functionalities this platform might not fully address, the need for Zendesk alternatives often arises.
If you have ever faced any of these challenges, this article was crafted with your concerns in mind. We have curated a selection of ten Zendesk alternatives. Each is evaluated based on customer reviews, ease of use, and pricing. You will also find insights into their features and comparative advantages.
What does Zendesk do?
Zendesk is a renowned customer service software company offering a product suite to help businesses manage and enhance customer support.
These products are designed to streamline customer interactions, provide efficient support, and generate valuable insights into customer behavior. They include:
Zendesk Support — ticketing system for issue tracking and resolution
Zendesk Chat — real-time customer communication through live chat
Zendesk Talk — cloud-based call center software
Zendesk Explore — analytics and reporting
Zendesk Guide — creating and maintaining knowledge bases
These Zendesk products serve various customers across a wide range of industries, from startups to large enterprises. Their customer base includes companies like Uber, Shopify, Airbnb, etc.
This product suite may not suit all businesses, though. Companies usually seek Zendesk alternatives because of its main disadvantages:
Pricing complexity
Customization constraints
Integration challenges
Considerations for choosing a Zendesk alternative
Take into account the following factors when researching Zendesk alternatives:
Pricing: Evaluate your budget and compare pricing models. Some platforms may offer more cost-effective solutions while maintaining essential features.
Features offered: Determine the specific features your business needs. Find an alternative that aligns with your support, ticketing system for IT support, or help desk requirements.
Supported channels: Different customers have different communication preferences. Check if the alternative supports multiple channels to ensure that you cater to the diverse needs of your audience.
User-friendliness: An intuitive user interface and straightforward onboarding are crucial for effective use. Choose an alternative that minimizes the learning curve for your team.
Customer reviews and reputation: Research customer reviews and the reputation of the alternative platform. Positive reviews and a good reputation often indicate reliable performance and customer satisfaction.
💡 These factors and your unique business requirements should guide your decision when selecting Zendesk alternatives.
Top Zendesk alternatives in 2023
Since Zendesk might not align perfectly with every company’s requirements, we’ve outlined the best available alternatives and competitors below.
1. ServiceNow
ServiceNow provides out-of-the-box solutions, workflows, and products suitable for organizations of different sizes. When comparing ServiceNow vs Zendesk, this flexibility is one of ServiceNow’s main unique selling propositions. It allows organizations to adapt their support and service management systems to their unique requirements.
Zoho Desk, one of Zoho’s customer service software programs, is a cloud-based solution designed to enhance customer support for businesses of all sizes. It offers functionalities to handle and resolve customer inquiries. Unlike Zendesk, Zoho Desk boasts a transparent pricing structure, making accessing various features at a single, clear price point easier.
Intercom’s help desk software facilitates customer interactions on a comprehensive platform. This platform includes innovative features that operate at remarkable speed. When comparing Intercom and Zendesk, it’s worth noting that, with Intercom Inbox, businesses can create workflows that automate customer interactions and processes.
When comparing Help Scout to Zendesk, Help Scout emerges as a comprehensive customer support platform meticulously designed to focus on both the customer and agent experience. Its user-friendly interface and thoughtfully curated feature set make it remarkably easy for users to adapt, ensuring a minimal learning curve.
Similar to software like Zendesk, LiveAgent functions as a specialized help desk software tailored to assist organizations in optimizing their ticket intake and service delivery. It presents a complete solution for businesses interested in establishing call centers. It also provides website and social media-based live chat services.
Desk.com, originally an independent customer support platform, was acquired by Salesforce and later rebranded as Salesforce Service Cloud. When evaluating the successor of Desk.com vs Zendesk, Salesforce Service Cloud excels in its ability to integrate with comprehensive, ready-to-use CRM solutions.
👍 Best Zendesk alternative for providing personalized experiences across all channels.
Pricing
All plans include a free trial
Paid plans start from $25 per user per month (billed annually)
Key features:
Easy access on multiple mobile devices, including phones and tablets
Users can customize chat colors, text, logos, and branding elements
Precise control over data access and permissions
Trusted AI and data on a single platform
Limitations:
Omnichannel routing can be challenging
Case routing functionality can be inconsistent
Necessitates extensive working sessions and rigorous project management for large-scale integrations
Freshdesk, developed by Freshworks, provides user-friendly customer support. When comparing customer support software like Freshdesk to Zendesk, Freshdesk makes for a straightforward and cost-effective Zendesk alternative.
Kayako offers a cloud-based customer support platform that integrates multiple support channels. This cohesive integration, similar to that of companies like Zendesk, simplifies the management of multi-channel customer support and enhances both internal and customer-facing communication.
👍 Best Zendesk alternative for building customer relationships.
Pricing
A free plan is available
All plans include a free trial
The cheapest paid plan starts from $15 per user per month
Key features:
The chat tool lets users initiate or continue new conversations directly through the help center module
Agents and service managers can create shortcuts for repetitive tasks and configure automatic notifications for specific scenarios
Can seamlessly integrate with applications like Salesforce, Slack, LinkedIn, Stripe, and popular social media platforms like Facebook and X
Allows users to prioritize customer tickets based on various factors
Limitations:
Many of its best features are reserved for more expensive plans
Can sometimes have issues attaching and receiving files (especially when dealing with large email attachments)
The interface can become cluttered and difficult to navigate (particularly when it comes to managing tickets)
Tawk.to is a messaging and customer management software that empowers businesses to offer modern customer support free of charge. While providing exceptional support involves a multitude of features and functionalities, the platform does a great job by covering the basics.
Kustomer focuses on facilitating omnichannel interactions between customers and agents. This is one of its main market differentiators, especially when comparingKustomer vs Zendesk.
There are a few factors to keep in mind when considering a switch from Zendesk to a competitor:
Data migration
Start by thoroughly assessing your existing data. Identify what needs to be moved, including customer records, ticket histories, and knowledge base content.
Work closely with the new platform’s support team or use their data migration tools to ensure a seamless transfer. Verify data accuracy and consistency post-migration to avoid any issues.
Training for the team
Prepare your support team for the change by organizing training sessions tailored to their roles. Encourage them to explore the new platform, learn its features, and practice using it in a controlled environment.
Keep training materials and resources accessible so employees can reference them during the transition.
Availability of support materials
Select a Zendesk competitor that offers comprehensive support materials, such as user guides, video tutorials, and a knowledge base. Ensure that your team has easy access to these resources to troubleshoot issues independently.
Promote a self-learning culture by encouraging team members to refer to support materials before reaching out for assistance.
Timeframe for the transition
Create a detailed transition timeline, clearly outlining key milestones and deadlines.
Allocate adequate time for data migration, training, and testing phases.
Integration with existing systems
Choose a Zendesk competitor that offers robust integration capabilities. Assess your current systems and identify which ones need integration with the new platform.
Engage your IT or technical teams to oversee the integration process. Ensure that your existing tools, such as CRM software or helpdesk solutions, work well with the new platform.
Find a Zendesk alternative that meets your needs
Selecting the ideal Zendesk alternative is about identifying a customer support platform that aligns with your specific requirements. The “right” customer support platform for you should cater to these individualities.
Don’t settle for the first platform that looks like a suitable Zendesk alternative. Explore multiple options, request demos, and weigh their pros and cons.
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Iustina Gherca
B2B Copywriter
Iustina is a curious copywriter with an analytical mind and a demonstrated history in the advertising industry. She likes mixing words with data and is passionate about human behavior. When she's not at her work desk, you'll probably find her enjoying refreshing tea flavors, spilling stories on paper, or binge-watching true-crime documentaries.
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Iustina Gherca
