Zendesk is a public company of American origin that was founded in the year 2007 by its co-founders Alex Aghassipour, Morten Primdahl and Mikkel Svane. It serves through headquarters base at San Francisco, California in the United States.
It has spread its presence to an estimated one hundred and fifty countries with more than one lakh nineteen thousand paying customers. By the end of the fiscal year 2019, the company has posted its revenues at 816 million US Dollars. It acts as a subsidiary of its owner company Zendesk, Inc.
The world-renowned company Zendesk is customer service software. It is a unified tool that helps in managing service requests and customer inquiries. The company offers Zendesk Suite which is an all-in-one solution with advanced functionality to meet the needs of an organization.
Important features of the high-end Zendesk Suite include support, chat, guide, connect, talk, sell and explore. The pricing plan starts at 9 dollars per month per agent and a free trial that lasts for thirty days.
If you are looking to switch your allegiance from Zendesk to some other company then let me tell you that there are some better options out there. These Zendesk competitors will provide some of the best products and services in the world. They might not have gained instant recognition and fame but their excellent product portfolio and impeccable services are second to none.
Freshdesk was founded in the year 2011 and acts as a subsidiary of its parent company Freshworks Inc. It is used by more than one and a half lakh companies in the world including Azimo, UNICEF and Cisco.
The help desk solution focuses on affordability and the pricing plan starts at 19 dollars per user per month and also includes plans of 25 dollars, 44 dollars, 59 dollars and 99 dollars per agent per month. The free subscription is available along with a 21-day free trial to make sure that it is a perfect fit.
Freshdesk is a cloud-based software that offers exceptional customer support and has put its onus on cross-functional team collaboration. It streamlines customer conversations via social media, chat, phone and email and is considered one of the top Zendesk competitors as both companies are almost equal in offering help desk features.
Freshdesk can score above Zendesk based on the overall design, affordability and functionality.
Freshdesk is meant for small and large businesses and some of its important features include multi-brand support, collision detection, community portal, satisfaction surveys, multi-language support, multi-time zone support, automation options, self-service portal, knowledge base and email to ticket conversion.
LiveAgent is a helpdesk software that assists organizations in streamlining the processes involving service provision and ticket intake. It is an all-in-one solution for organizations that are looking to create a knowledge base and build a call centre. It gamified the whole process of offering customer services so that agents can earn badges for completing specific customer-related tasks.
LiveAgent is meant for business organizations of all sizes and the pricing plan starts at 9 dollars per user per month along with a 14-day free trial. There is no provision for a free subscription.
There are other pricing plans in place, for instance, the 29 dollars per month per user plan includes Ticket + Chat plan, the 39 dollars per month per user plan is an All-inclusive plan with a fully integrated support system. The LiveAgent Enterprise plan is a customized plan that is negotiable.
LiveAgent is a Zendesk competitor and is considered a better option if you look at the pricing plans and the self-service tools.
Important features include the availability of deployment options, support for thirty-nine translations, agent availability monitoring, agent gamification tools, reporting options for SLA compliance, integration of social media, support portal for self-service, real-time chat, hybrid ticket system and a universal inbox for every service request.
3. Zoho Desk
Zoho Desk is helpdesk software that assists organizations in managing activities related to customer support in an effective manner. The web-based solution tracks assign and set up alerts so that the company has control over customer tickets that are submitted via web, email and phone to support team.
Important features of the Zendesk competitor include powerful integrations, options of domain mapping, customer happiness rating, tracking of agent productivity, smart reporting, built-in collaboration features, knowledge base creation, multi-brand help centre support, automated ticketing system and call centre management.
Zoho Desk has levied budget-friendly affordable pricing options for business enterprises of all sizes. If a company has only three users it can use the basic functionalities for free. In the case of a large team, there are two pricing plans in place.
The Professional package is available at 15 dollars per agent per month and the Enterprise package at 30 dollars per agent per month.
4. JitBit HelpDesk
JitBit HelpDesk was founded in the year 2005 by its founder Alex Yumashev and since then has been a force to reckon with. It is meant for both large and small companies as it can easily streamline the entire customer support system. With clients like VMware, Siemens, Oracle, Vodafone etc, it is considered a strong Zendesk competitor.
The Cloud-hosted JitBit HelpDesk has a powerful but simple system in place to manage work efficiently. It includes both on-premise and SaaS versions which can integrate with mailboxes, Google Drive, Active Directory and many others.
The email helpdesk support SMTP, POP3, MS Exchange protocols and IMAP and includes email, chatbots, knowledgebase, integrations and live chat.
Important features of JitBit HelpDesk includes self-service options, real-time reporting, multilingual support, SSL encryption, tagging of customer support request, help desk automation, ticketing management, asset management, two-way email integration and unified inbox.
The various pricing plans of the Zendesk competitor for on-premises ticketing system include Enterprise plan, Company plan and Small plan at 4999 dollars, 3499 dollars and 1699 dollars respectively. For the SaaS solutions, the pricing plan includes Freelancer plan, Start-up plan, Company plan and Enterprise plan at 29 dollars per month, 69 dollars per month, 129 dollars per month and 249 dollars per month respectively.
5. Salesforce Essentials
Salesforce Essentials is a Zendesk competitor and is purposely created for small businesses. It is integrated customer support as well as CRM solution that will allow the user to boost service requests via escalation queuing and centralize the support channels for a quick resolution.
It is now easy to access customer data and leverage Artificial Intelligence to capture customer activity, browsing behaviour and previous interactions with the agents.
Important features of Salesforce Essentials includes advanced reporting options, AppExchange Marketplace and Lightning App Builder, dedicated mobile application, Einstein Artificial intelligence, sales activity tracking, contact management, built-in collaboration tools, robust case auto-assignment, opportunity management feature and 360-degree customer view.
The various pricing plans of the Zendesk competitor include annual subscription plans that are reasonable. The user can choose the Sales Cloud Essentials package that includes CRM and sales feature or the Service Cloud Essentials package that includes case management solutions and collaboration tools. Both the packages are available at 25 dollars per user per month.
Bitrix24 is created for the organizations that want to manage internal collaboration, marketing and support in a single tool. It is considered an apt Zendesk competitor in the industry because of its features and solutions.
The pricing plans include a free plan that is applicable up to 12 users, has 100 call recordings and includes 5 GB storage. The paid plan includes Plus plan and Standard plan at 69 dollars for 6 users, per month and 99 dollars for 50 users per month respectively. Both the paid plans have unlimited call recording option.
The free version of Zendesk competitor Bitrix24 includes various features like contact management centre, helpdesk, support to one online store, robust marketing tools and built-in phone with chat functionality and recording ability for team collaboration.
The Plus plan builds on the features of free plan and adds 50 GB storage along with ten websites, bulk emails, bulk voice broadcasting and bulk SMS texting. The Standard plan build on the Plus plan and also includes 100 GB storage, create 10 websites and 10 online stores.
7. Agile CRM
Agile CRM offers tools related to customer support to its users. It includes a canned response, knowledge base and helpdesk along with project management tools so that the support and sales team can remain in control and maintain effectual communication through their customer journey.
The pricing plans include a free plan that is applicable up to 10 users, has 1Plugins/integrations and includes basic reporting. The paid plan includes Starter plan and Regular plan at 8.99 dollars per user, per month and 29.99 dollars per user per month respectively.
Both the paid plans have advanced reporting. The free version of Zendesk competitor includes various CRM features like contact management with a 360-degree view of customers. It is a perfect plan for start-ups and new business entities.
The Starter plan builds on the features of free plan and includes landing page builder, contact-level analytics, three plugin/integrations, two-way email integration and an expanded number of contacts. It offers knowledge-base tools, social monitoring, marketing automation, content-based support and web management.
The Regular plan builds on the Starter plan and includes two-way telephony via a third party, custom-deal tracks and mobile marketing, The company also offers an Enterprise plan that builds on Regular plan and includes Onboard coaching and account rep. The plan starts at 47.99 dollars per user per month and keeps on increasing as per the additional demands.
An important Zendesk competitor is Groove that assists in streamlining the customer inquiry process. With the help of this platform, agents can offer customer support and service through text message, phone, live chat, Facebook, Twitter and email. Multiple agents can easily collaborate in real-time via private internal and customer-facing channels.
Important features of the Zendesk competitor includes an intuitive and clean user interface, create custom categories, shared inbox, inbox updates in real-time, automation for categorizing tickets and powerful integrations.
Groove is used for creating a customer portal and knowledge base to present information via multimedia and text so that clients can quickly find the information they are searching for. The user can create a support widget and display it on their website as it will allow clients to open support tickets when necessary.
Apptivo is meant for business entities that are interested in managing orders, offering customer support, managing products and providing high-level of service. The platform provides necessary modules that can manage customer experience. The feature that sets it apart from its adversary brand Zendesk is its robust order management functionality that is far superior to the one offered by the rival brand.
The pricing plans of Apptivo include a free plan that is applicable up to 3 users. The paid plan includes Premium plan and Ultimate plan at 8 dollars per user, per month and 20 dollars per user per month respectively. The company offers a 30-day free trial so that the user can try out the platform and determine its usability.
The free version includes contact management, lead management, invoicing, opportunity management, purchase order management, activity management and standard reporting. It also can manage helpdesk and includes customer support portal, knowledge base and ticket management. The Premium plan builds on the features of free plan and includes additional features like email integration, contract management, creating multiple pipelines, workflows along with dashboards and custom reporting to gain major insights for the business organization.
It is meant for businesses responsible for customer support and sales activities as well as managing projects. The Ultimate plan builds on the features of the Premium plan and includes additional features like a dedicated account manager and territory management.
It has a high-level of file storage option, white-label user interface and send-bulk emails.
There is no doubt about the supremacy of the Zendesk software but it is not for everyone. Remember every company is an individual entity with personal needs and requirements and it is better to choose the option that will suit your preferences at reasonable rates and prove a perfect fit.