7 Best Alternatives to Zendesk in June 2023

Zendesk chat vs Intercom offers similar chat features but still has a couple of differences. In any case, if you choose Zendesk or Intercom, you get wide chatting possibilities. We’re big fans of Zendesk’s dashboard with built-in collaboration tools, but we wish the Agent Workspace came with the Team or Growth plans–not just Professional. Zendesk for Service sells three plans, ranging from $49 to $99 monthly per user, with a 30-day free trial available for each plan. Inside a ticket, the workspace center console displays the ticket’s conversation.

• Create code-free screencast tours of products, websites, webpages, and applications within your website.
• Their first paid plan comes in at 175 euros per user per month, and their more advanced plans cost 296 euros and 330 euros per user per month, respectively.
• Intercom has Articles as a knowledge base solution for self-support, as well as internal support.
• LiveAgent is primarily a help desk solution and a free Zendesk alternative that concentrates on assisting businesses in streamlining the processes of ticket intake and service provision.
• In this post, we’ll cover some of our favorite Intercom integrations and explain how you can use them to get the most out of this powerful tool.
• It helps teams assign, track, and collaborate on customer queries, as well as run the most advanced analytics and automation right from Gmail (a platform most of us are familiar with).

It is only sold through distributors which can make the sales process, as well as the support process lengthy and costly. Finally, Enterprise will run you $69 per user annually or $83 monthly. Our multi-level IVR menu guides callers through different options. This way, they are always directed to the right department or agent. These shortcomings, among others, force people to look for an alternative to Zendesk.

Zendesk vs. Intercom: Which one should you choose?

I’ll walk you through the top areas where Gorgias & Intercom differ in capabilities and functionality. Unlike Zendesk, Jitbit is available in both cloud-hosted and self-hosted options. The overall system of Zendesk might run without difficulty, but having beginner-friendly mechanics is definitely not a characteristic of it due to its overloaded user interface.

What can be really inconvenient about Zendesk is how their tools integrate with each other when you need to use them simultaneously. Scot has always been really good at keeping his head still when he gets a haircut. Simply send us your contact information and we’ll get you set up with a free, no-strings-attached CloudTalk trial. You can start dialing immediately and enjoy our full range of features and integrations for two fun-filled weeks. As we’ve mentioned, 3CX is a virtual phone software for businesses who are only interested in the basics.

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Intercom also has a community forum where users can help one another with questions and solutions. Pricing is an important factor to consider when choosing between Zendesk and Intercom as the support tool you choose can have a significant impact on your business’s metadialog.com budget and overall return on investment. Zendesk and Intercom each have their own marketplace/app store where users can find all the integrations for each platform. Zendesk also offers a sales pipeline feature through its Zendesk Sell product.

If your organization prioritizes data privacy and security or has specific compliance requirements, JitBit’s self-hosting option is worth considering. With a one-time fee starting at $2200, JitBit allows you to host the customer service platform on your own servers, giving you full control over your data. This can be particularly advantageous for businesses operating in highly regulated industries or those with strict IT policies. Price goes up as you add more agents and seek more integrations with the platform. The primary platform comes with live chat and is a great external support system. Groove carries all the major features a B2C or D2C brand would need to serve its customers and they are very good at it.

How does Intercom fit into customer support workflows?

Compared to being detailed, Zendesk gives a tough competition to Intercom. Operators can easily switch from one conversation to another, therefore helping operators manage more interactions simultaneously. Integrations are the best way to enhance the toolkit of your apps by connecting them for interoperable actions and features. Both Zendesk and Intercom have integration libraries, and you can also use a connecting tool like Zapier for added integrations and add-ons. Zendesk’s mobile app is also good for ticketing, helping you create new support tickets with macros and updates.

Kustomer is a CRM and help desk software solution that allows you to view a complete profile of each customer and update multiple systems simultaneously. It provides multi-channel support features including, chat, phone, social media, and email. If your company is getting less than 100 tickets a week, we think Gmail is fine, and the founder should be answering the tickets. There’s no better way to learn about your customers, product, and business than responding to customer support tickets. Each ticket can lead to immediate actions to improve your business.

Zendesk vs Intercom for ease of use

With its comprehensive suite of features and intuitive design, it’s no wonder why so many companies are choosing Jitbit over other help desk solutions. Happyfox does have features in their ticketing system well-built with things such as SLAs being considered unlike other alternatives to Zendesk we’ve seen so far. However, if you wish to get all professional B2B essentials then it will wound up costing around $64/agent/mo which is quite a sum. Zoho Desk seamlessly integrates well with the Zoho ecosystem, making it a very good platform for users already using Zoho. Do note, that if your primary requirement is live chat then it’s only available in their highest tier which is around $50/mo/user. At that price point, it’s not too far away from where Intercom stands.

So in that spirit, we’ll start the post with some straightforward advice on the type of team and use case that will work best with each platform. Get to a resolution faster by switching to voice calls and share your screen – without switching to another platform. There’s a specified amount of funding you must have gotten, unlike Zendesk. You have gotten at least $1m funding from investors and your company must be less than 2 years old.

Inability to provide an omnichannel experience

This platform acts as a help desk tool capable of receiving and managing client requests from various channels. For example, LiveAgent allows users to communicate via email, social media, telephone, or live chat. Many users agree that LiveAgent strikes a great balance between a simple interface and a feature-rich ticketing system. Customers now expect a more personalized experience, and businesses try to give them the best service possible for their satisfaction. While Zendesk and Freshdesk are known in the customer service industry, it’s also good to know that other alternatives are worth considering. For example, Customerly, the product we build, is an advanced behavioral messaging platform and an exciting option to consider.

That’s not all – Gorgias comes with a host of integrations with other commonly-used ecommerce apps. Anyone looking for a customer relationship management (CRM) tool to run and improve the whole customer journey can use and benefit from Zendesk. By means of this perk, you can leave a comment, which is called a private note, on an email for your colleague to review before sending it.

Frequently asked questions

This enables companies to reach out to the right people on the right platform, at exactly the right time. Best Zendesk alternative for businesses looking for an all-in-one customer service solution with a powerful CRM, marketing automation, and sales tools. With Freshdesk, organizations can set up automations to handle specific customer inquiries as appropriate. This includes automatic delivery of help desk tickets to the correct department or agent, prioritization of inquiries based on severity, and escalation of urgent issues. Freshdesk also allows users to customize ticket fields and workflows to suit their specific needs and preferences. Hiver is ideal for small teams and was created to serve as the first helpdesk for Google Workspace.

Ss if you are looking for a proper ticketing experience in your platform you should go with other alternatives here. Zendesk directly competes with Intercom when it comes to integrations. This live chat service provider offers 200+ integrations to its user base. With a mix of productivity, collaboration, eCommerce, CRM, analytics, email marketing, social media, and other tools, you get the option to create an omnichannel suite. Make sure to look into each offering’s other features in addition to the software’s features and capabilities.